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Waypoint Therapeutics Support Policy

 

At Waypoint Therapeutics, we are committed to ensuring that our clients receive exceptional support and guidance throughout their wellness journey. This policy outlines the support services we offer and the processes for addressing your concerns, questions, and needs.

1. Scope of Support

Waypoint Therapeutics provides support for the following areas:

  • Assistance with booking and managing appointments.

  • Troubleshooting issues with our app or online services.

  • Membership and session package inquiries.

  • Insurance and billing support for eligible treatments.

  • General information about our services and treatment options.

2. Support Channels

Clients can reach us through the following support channels:

  • Email: Send inquiries to contact@waypointtherapeutics.com. We aim to respond within 24-48 business hours.

  • Phone: Contact our support line at (808) 979-4125 during business hours: Monday to Friday, 9:00 AM - 5:00 PM HST.

  • FAQs: Visit our online FAQ page for quick answers to common questions.

  • In-Person: Speak with our staff during your visit for immediate assistance.

3. Response Times

We strive to address all client inquiries promptly. Response times may vary based on the channel used:

  • Urgent Issues (e.g., appointment access problems): Immediate or same-day response.

  • General Inquiries: Response within 24-48 business hours.

  • Complex Issues (e.g., insurance billing questions): Response within 3-5 business days.

4. Resolution Process

If an issue arises, the following steps will be taken to ensure resolution:

  1. Acknowledgment: We will confirm receipt of your inquiry and provide an estimated timeline for resolution.

  2. Investigation: Our team will review the details of your issue and may contact you for additional information.

  3. Resolution: We will resolve the issue and provide a summary of the actions taken.

  4. Follow-Up: For complex or ongoing issues, we may follow up to ensure your satisfaction.

5. Client Responsibilities

To help us serve you effectively, we kindly request that clients:

  • Provide accurate and detailed information when contacting support.

  • Report issues promptly to allow for timely resolution.

  • Be respectful and patient while we work to address your concerns.

6. Limitations of Support

Our support services do not include:

  • Third-party app or device troubleshooting unrelated to Waypoint Therapeutics.

  • Legal or medical advice beyond the scope of our licensed therapy services.

  • Issues arising from misuse of our app or failure to comply with our policies.

7. Feedback and Improvements

We value your feedback to improve our services. If you have suggestions, please email us at contact@waypointtherapeutics.com. Your input helps us enhance the client experience.

Thank you for choosing Waypoint Therapeutics. Your satisfaction and wellness are our priorities, and we are here to support you every step of the way.

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