These are the operating policies for care at CrosaCore. They are written to be read before you agree to anything, not discovered afterward.
Your written plan of care is the controlling document for your own agreement. If anything here differs from what you signed, the signed agreement applies.
Cancellation and late arrival
CrosaCore holds a strict 24-hour cancellation policy for paid physical therapy appointments. This covers physical therapy evaluations and follow-up treatment appointments. It does not apply to the free Pain Confidence Consultation, which carries no cancellation or no-show fee.
Paid appointments cancelled less than 24 hours before the scheduled time incur a $200 fee. Arriving more than 20 minutes late counts as a late cancellation and is treated the same way. A missed appointment with no notice is also treated as a late cancellation.
The fee does not use up a session. If you are on a plan of care, a late cancellation or missed appointment is charged as a separate $200 fee and your prepaid visits stay intact. You keep what you paid for.
The reason for the policy is straightforward. Appointments are one to one and the time is reserved for you. A late cancellation is time that cannot be offered to anyone else.
One emergency exception. Each plan of care includes a single waived late cancellation for a genuine emergency. Notify CrosaCore as soon as you reasonably can.
What qualifies:
- A medical emergency requiring urgent or emergency care, for you or someone you are responsible for
- Hospitalization
- A motor vehicle accident
- A death in your immediate family
- Sudden acute illness, including fever, vomiting, or anything contagious
- A severe weather event or comparable circumstance that makes travel genuinely unsafe
What does not qualify:
- Traffic, parking, or travel delays
- Work conflicts, or a meeting running long
- Forgetting the appointment or a scheduling error on your side
- Feeling sore, stiff, or in a flare-up. A flare is an expected part of care and a reason to attend rather than to cancel. Tell CrosaCore and the session will be adjusted.
After the one exception is used, the fee applies to every late cancellation, missed appointment, and late arrival for the remainder of the plan, without exception. Repeated late cancellations will also prompt a conversation about whether the schedule is working for you.
If you are running late, text (737) 383-9566 so the session can be adjusted rather than lost.
The policy runs both ways. If CrosaCore has to cancel or reschedule for illness, emergency, or any other reason, your visit is rescheduled at no cost, no fee applies, and your plan end date is extended if needed. You are not charged for time CrosaCore could not provide.
Refunds
Plans paid in full are non-refundable, with one exception below.
Visits you have not yet used remain yours to use within the plan period. Nothing you have paid for disappears, and unused visits can be redirected toward other goals. See Finishing early.
Individual sessions that have already been delivered are not refundable.
Change in medical status. The one exception is a documented change in your health that makes continuing care unsafe or inappropriate. A new medical condition, injury, surgery, or pregnancy complication would qualify. Written documentation from a treating physician is required, and requests are reviewed individually.
When a request is approved, the visits you have already used are valued at the single-session rate that was in effect when you purchased your plan, rather than at the plan rate. That rate is stated in your written plan agreement, so it does not change if CrosaCore’s pricing changes later. The remaining balance is issued as account credit. Credit does not expire, can be used for any CrosaCore service when you are able to return, and can be transferred to a spouse or immediate family member.
Credit is the default because a change in medical status is usually temporary, and keeping the balance available means nothing you paid for is lost. Where credit genuinely cannot work, such as a permanent move out of the service area, a prorated refund is issued on the same basis.
This exception exists because a genuine change in your medical situation is not something you chose. It is not a general cancellation route.
Finishing early
Pain resolving does not end your plan.
What you purchased is a course of care rather than a quantity of pain relief. If symptoms settle before your visits are used, the remaining sessions go toward whatever comes next: building strength, restoring capacity, returning to lifting or demanding activity, working on movement quality, or preparing you to train independently.
You will never be asked to keep reporting symptoms in order to justify a session. Finishing the pain part early is a good outcome, and the remaining work is the part that makes it hold.
Plan end dates
Each plan of care carries an end date. That date is given to you in writing before you agree to the plan, alongside the complete price.
End dates exist so that care stays purposeful and progress stays measurable, not to create pressure. If reaching the date becomes difficult, see Pausing care.
Pausing care
Life interrupts plans. Travel, illness, injury, family circumstances, or a demanding stretch at work can all make a scheduled course of care difficult to complete on the original timeline.
When that happens, tell CrosaCore. Plan end dates can be extended rather than allowing visits to expire unused. This is handled case by case, and the intent is that you use what you paid for.
Payment
Payment is due at the time of service unless a payment plan has been agreed in advance.
Accepted methods include card, HSA and FSA, and financing.
A card is kept on file. A valid card is required before care begins, and you authorize it at intake. It is used for scheduled plan payments and for cancellation fees. You will be told before a cancellation fee is charged, not after. Card details are held by the payment processor rather than by CrosaCore.
When a payment plan applies, you will be told the number of payments, the amount of each payment, and the total cost in writing before you agree to anything. No plan of care begins before you have the complete price.
If a scheduled payment does not go through, CrosaCore will contact you first. The balance remains due, and the agreed total does not change. Remaining visits may be paused until the account is current rather than forfeited, and your plan end date is extended for any period paused this way. If a balance stays unresolved after reasonable attempts to reach you, CrosaCore may use standard collection methods.
Insurance and superbills
CrosaCore is out of network with insurance plans. Payment is due directly to CrosaCore.
Superbills are provided on request from the beginning of care, not only at the end, so you can submit them to your insurer if you choose.
Reimbursement is not guaranteed. CrosaCore does not control insurer decisions, and clients are responsible for verifying their own out-of-network benefits.
Who may attend a session
One additional person may attend your session. A partner, family member, support person, or the person helping you make decisions about care are all welcome.
Sessions are one to one, so bringing more than one guest is not workable in the space. If you would prefer someone present for any part of the visit, say so and it will be arranged.
You may also ask for someone to be present at any time during a session, for any reason, and no explanation is required.
Photography and recording
You are welcome to record your own exercises so you can refer to them later. That is encouraged, and CrosaCore will often record them for you.
Recording hands-on treatment, or any part of a session where you are undressed or partially undressed, requires agreement in advance from both of you.
CrosaCore will never photograph, film, or publish anything involving you without separate written consent. Consent is specific rather than general: it covers what is used, how you are identified, and where it appears. It is entirely voluntary, has no effect on your care, and can be withdrawn at any time.
Preparing for your visit
Wear gym attire. Loose, comfortable clothing that lets you move, and that gives easy access to the area being worked on.
For a lower body or spine issue, shorts are useful. For a shoulder or neck issue, a tank top or something that allows access to the shoulder works well. Bring or wear shoes you would train in.
You will not be asked to undress beyond what is needed for the work, and you can decline any part of an examination or treatment at any point.
Age
CrosaCore treats adults. Clients under 18 are not accepted at this time. If you are looking for care for a younger person, contact CrosaCore and you will be pointed toward an appropriate provider.
When care is paused for clinical reasons
Sometimes something comes up that should be looked at before care continues. A new symptom, a finding on examination, or a change in how you are responding can all mean the right next step is medical evaluation rather than the next session.
When that happens, care is paused rather than cancelled. Your plan end date is extended for the period you are waiting, your visits stay intact, and no fee applies. Once you have been cleared, or once the picture is clearer, we pick up where we left off.
If it becomes clear that another provider should lead your care, CrosaCore will say so directly and help you get there. Deciding that is a clinical judgment, and it is never treated as a cancellation on your part.
Conduct
Care here involves hands-on treatment, private rooms, and sometimes your own home. That works because both people treat the setting with respect.
CrosaCore may end a session, and may end care entirely, in response to behavior that makes the environment unsafe or inappropriate. That includes threatening or aggressive behavior, harassment of any kind, sexual advances or comments, and attending under the influence of alcohol or drugs.
This works both ways. If anything about a session makes you uncomfortable, say so at the time or afterward. You can decline any part of an examination or treatment, pause at any point, or ask for another person to be present, and you never need to explain why.
Communication and response times
Administrative messages receive a response within the same business day.
Phone, email, and text are appropriate for scheduling and administrative matters. They are not appropriate for detailed clinical information or for anything urgent.
CrosaCore is not an emergency service. For a medical emergency, call your local emergency number. New, severe, or rapidly changing symptoms deserve prompt medical evaluation.
Questions about a policy
If any of this is unclear, or if your circumstances do not fit neatly, ask before you commit rather than after.
Phone: (737) 383-9566
Email: modernpt@crosacore.com
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