Effective Date: January 1, 2026

This Refund, Cancellation & Credit Policy (“Policy”) is a binding legal agreement between the client (“Client”) and TLC NOVA (“Company,” “we,” “us,” “our”). This Policy applies to all recovery services, accommodations, staffing, concierge services, and related bookings made through our website or directly with the Company.

By submitting payment, the Client confirms that they have read, understood, and agreed to this Policy in full prior to booking.

​

1. NON-REFUNDABLE DEPOSITS

All deposits are strictly non-refundable. Transferable deposits will be available within 18 months of payment. 

Deposits compensate the Company for administrative costs, staffing coordination, housing preparation, scheduling, and loss of availability. Deposits will not be returned for any reason, including but not limited to:
   •    Surgery cancellation or postponement
   •    Failure to obtain medical clearance
   •    Surgeon or facility rescheduling
   •    Travel delays or interruptions
   •    Personal, financial, or family hardship

​

2. CANCELLATION DEADLINE
   •    All cancellations must be submitted in writing no later than five (5) full days prior to the client's scheduled surgery date.
   •    Cancellations submitted less than 5 days before the scheduled surgery date are considered late cancellations and result in forfeiture of all payments made, including deposits and balances.
   •    Same-day cancellations and no-shows automatically forfeit all payments and are not eligible for refunds or credits.
   •    Cancellation notices are valid only when sent via email to:

info@tlcnova.com
Phone calls, text messages, social media messages, or verbal communication do not constitute valid notice.

​

3. RESCHEDULING / TRANSFER REQUESTS
   •    Reschedule requests must be submitted no later than 7 days prior to the scheduled surgery date and is honored based on availability. 
   •    If approved, reschedules will be issued as a service credit, minus the non-refundable deposit.
   •    Only one (1) reschedule is permitted per booking.
   •    Rescheduled services are subject to availability and are not guaranteed to include the same room, caregiver, dates, or location.

​

4. CREDIT TERMS

Credits are issued only when the 5-day cancellation or reschedule requirement is met.

All credits:
   •    Are valid for 180 calendar days from the original scheduled surgery date
   •    Have no cash value
   •    Are non-transferable
   •    Cannot be extended or redeemed for cash
   •    Are forfeited if unused or expired

​

5. NO REFUNDS AFTER SERVICES ARE RESERVED

Except where required by management
   •    All payments are final once services are reserved
   •    No refunds will be issued for:
   •    Early departures
   •    Unused services
   •    Changes in personal preference or expectations

​

6. COMPANY-INITIATED CANCELLATIONS

If the Company cancels a booking due to safety concerns, facility issues, staffing limitations, or operational necessity, the Client will be offered either a refund or a service credit, at the Company’s sole discretion.

​

7. PAYMENT DISPUTES & CHARGEBACKS

By booking services, the Client agrees that:
   •    They will not initiate chargebacks or payment disputes for matters governed by this Policy
   •    Any chargeback filed in violation of this Policy constitutes a breach of contract

The Company reserves the right to submit this Policy, proof of acknowledgment, and service records to payment processors and to pursue lawful collection remedies where applicable.

​

8. FLORIDA CONSUMER LAW NOTICE

Client acknowledges and agrees that:
   •    This Policy constitutes the entire agreement regarding refunds, cancellations, and credits
   •    No statutory “cooling-off” period applies to these services unless expressly required by Florida or federal law
   •    All non-refundability and cancellation terms were clearly disclosed and accepted prior to payment

​

9. POLICY MODIFICATIONS

The Company reserves the right to update or modify this Policy at any time.
The version in effect at the time of booking governs the transaction.

​

10. GOVERNING LAW & VENUE

This Policy shall be governed by and construed in accordance with the laws of the State of Florida.
Any legal action arising from this Policy or the services provided shall be brought exclusively in a court of competent jurisdiction located in the State of Florida.

​

11. SEVERABILITY

If any provision of this Policy is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

​

12. CONTACT INFORMATION

TLC Nova
Email: info@tlcnova.com
Phone: (786) 810-1030

​

LEGAL ACKNOWLEDGMENT

By submitting payment, the Client confirms that they:
   •    Reviewed this Policy prior to booking
   •    Understand the 5-day (120-hour) cancellation requirement
   •    Waive the right to refunds outside the terms stated herein