Quick Reference Guide
📅 Cancellation & Attendance Policy
Your appointment time is reserved especially for you. When changes happen last-minute, it prevents us from helping another patient in pain. We appreciate your understanding and cooperation.
How to Cancel or Reschedule
- Provide at least 24 hours notice before your appointment
- Text or call us at 503-656-1415
- After hours: voicemail or text timestamp counts as notice
- Quick option: Use the "Manage appointment" link in your confirmation email/text
Late Cancellation & No-Show Fees
- New Patient appointments: $50 fee
- Follow-up appointments: $30 fee
- Card on file required for all bookings
- HSA/FSA cards cannot be used for cancellation fees
⚠️ Pattern of Missed Appointments
If you have 2 or more late cancellations or no-shows within any 90-day period, we may require:
- Pre-payment or refundable deposit for future appointments
- Same-day-only scheduling
- In continued cases, discharge from the practice
This policy helps us protect limited appointment times for patients who need care.
Running Late?
- Arrivals less than 15 minutes late are typically accommodated (session may be shortened)
- Arrivals 15+ minutes late may be treated as a no-show if it would delay other patients
- Always text or call to let us know if you're running behind
ℹ️ What if someone takes my spot?
We maintain a waitlist and do our best to fill cancelled appointments. However, late cancellation and no-show fees are not waived even if the time slot is filled. This policy ensures fairness for all patients and encourages timely communication.
💳 Payment & Insurance Policy
We want you to understand your financial responsibility before receiving care. Our team is here to help answer any billing questions you may have.
Your Financial Responsibility
- You are responsible for the cost of your care regardless of insurance status or claim outcome
- Some procedures may incur additional charges—we'll explain the clinical rationale during your visit
Using Insurance
- Coverage varies significantly by plan and is determined after your claim is processed
- Many insurance plans do not cover 100% of services
- Usual & customary fees apply to insured services
- Self-pay discounts do not apply when using insurance
- Network status varies by plan—directory listings may be inaccurate, so please verify with your insurer
Self-Pay Patients
- Payment is due at time of service
- Access special time-of-service discounts or CHUSA rates
- HSA/FSA cards accepted for eligible medical services
🚗 Auto Accidents, Workers' Comp & Personal Injury
Please provide complete claim details before your first visit. You remain responsible for any balances, deductibles, or uncovered services throughout the claims process.
✍️ Informed Consent for Treatment
Your informed consent is essential to your care. We want you to understand what treatments we offer and what to expect.
Treatments We Provide
- Chiropractic adjustments and spinal manipulation
- Joint mobilization techniques
- Soft-tissue work (massage, Gua Sha, cupping, myofascial release)
- Therapeutic modalities (electrical therapy, light therapy)
- Rehabilitative exercises and movement coaching
✨ Potential Benefits
- Pain relief, including headaches and migraines
- Reduced muscle spasm and tension
- Improved mobility, flexibility, and range of motion
- Enhanced overall function and quality of life
- In some cases, reduced need for medications or surgery
Potential Risks (Rare to Occasional)
- Temporary symptom flare-up lasting hours to a few days
- Minor bruising with soft-tissue techniques
- Skin irritation or sensitivity with certain modalities
- Muscle soreness (similar to post-exercise soreness)
- Sprain or strain (uncommon)
- Rib fracture (rare)
- Aggravation of pre-existing disc conditions (rare)
- Stroke associated with cervical manipulation is extremely rare, and current research has not established a causal relationship
💬 Your Rights
You are encouraged to ask questions at any time. You may pause or stop treatment if you feel uncomfortable. Your care is a collaborative process, and your comfort and consent are always priorities.
🔒 Privacy & Protection of Your Information
Your privacy matters. We collect and protect your personal and medical information in accordance with HIPAA regulations.
How We Use Your Information
- To provide safe, effective, and personalized care
- To coordinate with your primary care or referring clinicians when beneficial
- To process insurance claims and billing
Your Privacy Rights
- Your information is confidential and secure
- We only disclose information to third parties with your permission
- Exceptions: when required or permitted by law
- You have the right to access and review your records
📄 Full HIPAA Notice
Request our complete HIPAA Notice of Privacy Practices by:
- Emailing contact@sustainalign.com
- Asking any staff member during your visit
Frequently Asked Questions
How do I cancel my appointment quickly?
The fastest way is to tap the "Manage appointment" link in your confirmation text or email. You can also call or text 503-656-1415 anytime. After-hours messages with timestamps count as notice.
What happens if I'm running late?
Please text or call immediately. We'll do our best to accommodate you with a shortened session if you're less than 15 minutes late. Arrivals 15 or more minutes late may be treated as missed appointments if they would delay other patients.
Will my cancellation fee be waived if someone takes my appointment slot?
No, fees are not waived even if we fill your time slot from our waitlist. This policy ensures fairness for all patients and encourages timely communication about schedule changes.
Are you in-network with my insurance?
Network status varies by specific insurance plan, and online directories are often inaccurate. We recommend calling your insurance company directly to verify coverage. Remember, being in-network doesn't guarantee 100% coverage—benefits vary by plan.
Can I use my HSA or FSA card?
Yes! HSA/FSA cards can be used for eligible medical services. However, they cannot be charged for late cancellation or no-show fees, as these are administrative fees, not medical services.
Questions About Our Policies?
We're here to help clarify anything you need to know about your care.