June 2023

Policy:  Aesthetic results are variable and are not guaranteed.  All treatments, procedures, and prepaid services are non-refundable and payment is due in full at time of service.  Payment is for the treatment(s) and/or procedure(s) performed and not for any specific result.

Nevertheless, Portrait understands that on an occasional basis, clients may not be satisfied with the aesthetic results following a procedure or treatment and there may be instances where it is appropriate to issue a partial or full refund to clients.   Therefore, Portrait has developed this Provider Refund Policy which must be followed prior to agreeing to issue a partial or full refund to a client upon his or her request.  Clients are responsible for payment for further treatments needed to achieve further results.

Procedure:  Prior to issuing a full or partial refund to a client, Provider must follow all of the following steps.  Providers should not inform clients that a refund will be issued until the approvals required below are obtained.  Providers should inform any client who has requested a refund that the request will be reviewed and that you, or a representative from Portrait, will follow up with the client.

1. Contact your Medical Director:
   1. As with any adverse reaction, unexpected or suboptimal result or client complaint regarding clinical care or outcomes, Provider must contact their named Medical Director.
   2. The Medical Director must be informed and provided with detailed information regarding the client encounter, the services and/or treatments rendered, and the client’s concern and/or complaint.
   3. Provider must collaborate with the Medical Director on any additional clinical intervention that is appropriate or warranted by the specific situation.
2. Contact Dr. Patrick Blake:
   1. Provider (or Provider’s RSD) must inform Dr. Blake of the patient complaint/concern.
   2. Provider must make herself available to meet with Dr. Blake at Dr. Blake’s request to discuss the client encounter and the client’s concern/complaint.
   3. The decision whether to issue a full or partial refund will be a joint discussion between Provider, Medical Director, and Dr. Blake.
   4. Dr. Blake has final decision-making authority with respect to whether a refund will be issued and the amount of the refund.
3. Sign-off from Portrait Finance Team:
   1. If a decision is made to issue a refund, Provider (or Provider’s RSD) must contact CFO Rahul Jaswa regarding the refund request.
   2. Rahul must additionally provide approval to issue the refund.
4. Obtain Refund Release Agreement:
   1. No patient refunds will be issued without first obtaining a Patient Refund Release.
   2. Portrait’s General Counsel will prepare the Patient Refund Release once Dr. Blake and Rahul have provided authorization to issue the refund.

Adjustment to Revenue Earning Payment:  In the event that a client refund is issued, the amount of the client refund will be deducted from Provider’s gross revenue earnings in the month that the refund is issued.  Additionally, one-half of the current minimum sale price of the product that was used during the encounter where a refund is issued will be deducted from the Provider’s Revenue Earning Payment in the month that the refund is issued.  Alternative adjustments to Provider’s Revenue Earning Payment may be considered on a case-by-case basis and in Portrait’s sole discretion.

Related Documents: Portrait Cancellation and Refund Policy