Scheduling and Cancellation Policy
Thank you for choosing Charlotte Skin & Laser (CSL) as your healthcare provider. We trust you’ll find our clinic offers the accessibility and personal commitment to the dermatologic and aesthetic care you seek.
To schedule appointments, please call our office at 704-333-9113 during office hours. Once your appointment is scheduled, you will receive an email that contains your unique security code to access our online patient portal that will allow you to enter or update your demographic and medical information. Please be sure to complete this process before you arrive at the office for your appointment. At time of check-in, there may be additional HIPAA and Financial Policy forms to fill out. Therefore, please ensure to arrive at least 15 minutes prior to your scheduled appointment.
CSL is considered a specialist’s office. As a courtesy, CSL will submit your claim to your insurance carrier; however, this is not a guarantee that your carrier will make the payment. Your insurance identification card is required at each visit, and it is the patient responsibility to verify with your insurance company prior to your visit that your particular plan is considered in-network with our office. It is also your responsibility to understand and comply with any predetermination of benefits or referral requirements.
Co-Pay and Account Balances:
Payment for co-pays and your account balance are expected at time of service.
Credit Card on File Policy:
All medical dermatology patients of CSL will be asked to have a credit, debit or HSA card on their account. This card will be stored securely and in an encrypted manner. After your insurance company has processed all charges, we will charge the card on file the remaining balance you owe, if any. If there is a credit due to you, we will refund this amount to the original card used. A receipt will be emailed to you along with a detailed explanation of services outlining the amount that your insurance has paid and the remaining balance that was owed for your dermatology visit. We will contact you for balances greater than $250 to confirm payment arrangements before charging your card. We are fortunate to have your trust in delivering health care to you and are confident that this policy insures a safer and more efficient billing process.
Non-covered Medical Services and Self-Paid Medical Services:
For services that are not covered by insurance and self-paid medical services, the practice requires payment of 100% of the total charges at time of service. Examples of non-covered services include skin tags/freezing or cauterizing normal spots, normal moles being removed for cosmetic reasons, and laser treatments. Flex spend money can be used if these non-covered services are being used to treat a medical condition (e.g., laser for acne, warts, rosacea; non-prescription products for acne, rosacea etc.). You will need a letter from us stating we treated a medical condition as proof of medical necessity.
A “missed appointment” is an occurrence where someone does not show up for an appointment and does not cancel the appointment in advance of the scheduled date and time. If you do not show up for your appointment and you do not cancel the appointment 24 hours in advance, we will record this in the medical record as a “missed appointment.” For Monday appointments, we do require notification by 12PM the Friday before your scheduled appointment.
Unless canceled at least 24 hours in advance, a fee of $25 will be charged for missed appointments or late cancellations. This fee is not covered by your insurance and it will be your responsibility to pay before future appointments are made. New patients who miss or cancel appointments are subject to this policy. We understand that circumstances may arise which could result in a missed appointment or canceling the same day. Should such a circumstance arise, the fee may be waived.
Please note: Repeated “missed appointments” may result in discharge from the practice. Please help us to serve you better by keeping scheduled appointments.
Cosmetic Consult Deposit and Cancellation Policy:
A $150 deposit is required for new patients to schedule a cosmetic consultation with Dr. Rostan. At CSL, we consider a strong patient-physician partnership to be the foundation for enhancing the health and beauty of your skin. During the consultation process, Dr. Rostan and our skin experts work closely with you to develop a comprehensive treatment plan that responds to your individual skin health needs. The consult fee is not applied towards a future treatment or procedure.
Your $150 deposit will be used as a no-show fee should you not reschedule or cancel your appointment at least 24 hours in advance. If you choose to cancel your appointment and do not wish to reschedule, you must contact us at least 24 hours prior to your scheduled appointment time in order to receive a full refund.
In the event of an Aesthetic Spa service appointment no-show or cancellation with less than a 24 hour notice, the cost of the scheduled service will be charged to your credit card. *
If you must reschedule your appointment, please notify Charlotte Skin and Laser at least 24 hours in advance to avoid being charged the full service fee.
A credit card on file will be required to book an appointment with one of our medical aestheticians.
Please arrive 15 minutes before your scheduled appointment. This will allow you time to check in and take full advantage of our luxury amenities prior to your Spa experience. You will be able to place your belongings into a locker and slip into a comfortable robe prior to your Spa service.
Please arrive on time. If you arrive more than 15 minutes late and we are no longer able to service your appointment, we reserve the right to charge the cost of your scheduled service to your credit card.
*Cancelled and no-show appointments for: Waxing, Threading, Tinting and makeup application will be charged a minimum fee of $50.00 to your credit card on file.
*Cancelled and no-show appointments for: Facials (excluding Rejuvenating Facial) and Chemical Peels will be charged a minimum fee of $100.00 to your credit card on file.
The Charlotte Skin and Laser can offer a one-time courtesy to waive fee due to a late cancellation and/or no-show appointment. After 2 late cancellations/no-shows, we require prepayment of your scheduled service at time of booking.
The following procedures require deposit/payment in full at time of scheduling:
Ear Lobe Repair: $450 per ear
Sclerotherapy: $350 for 15 minutes; $550 for 30 minutes
CoolSculpting, MiraDry, eCO2, Blepharoplasty, Thermi and Liposuction = 50% treatment cost
*Deposit required after 1 missed appointment or late cancellation for BOTH new and established patients.
At Charlotte Skin & Laser we strive to be on time. Therefore, we have implemented a 15-minute late policy to help run our office more smoothly. You may be asked to reschedule if you arrive to your appointment more than 15 minutes past your appointment time. Please call our office if you are running late for your appointment to determine if you can be worked in at a later time.