Our Policies

These are Knoxville Lice Clinic’s policies for using our lice treatment services.  If you have any questions at all, please call us at 865-245-5353!

Appointment Scheduling

We are appointment only, and only come in when we have scheduled appointments. We do not accept walk ins. All scheduling is done over the phone, at 865-245-5353. We can only make exceptions for people who cannot use a phone. If you cannot use a phone, please put in an appointment request and include information on what accommodations you need.  From time to time we may text you to communicate.  See our website Privacy Policy and the section on text messaging below.

Have an Appointment for Each Person You Bring.

Make an appointment for each person you want checked or treated. If you do not make an appointment for each person, we may not be able to treat them at the same time as the rest of your family.  Other than one person to help watch young children, please only bring people being checked or treated.

Text Message Communications

We use text messaging to communicate with you about your request, your service or products you order.  If you call us after hours, we may text you back to ask when a good time to call you is.  If you call while we are in a service, we may text you to tell you we are in a service and the approximate time that we will call you.  If you fill out a request and we are unable to call for any reason, we will text to communicate.  If you are a previous client, we may use text to set up your requested appointment.

Normal messaging rates apply and the frequency of messages may vary.  Mobile carriers are not liable for delayed or undelivered messages.

No mobile information will be shared with third parties/affiliates for marketing/promotional purposes.  All other categories exclude test messaging originator opt-in data and consent; this information will not be shared with third parties.

Opt-out of text message communications.  You may opt-out of text messaging at any time by replying to any message with STOP or contacting us at info@knoxvilleliceclinic.com.  This will end the communications from that particular phone number.  You may continue to receive service-related and other non-marketing text messages from other phone numbers managed by Knoxville Lice Clinic, and you may opt-out of those in a similar fashion.

Deposits

We require a $25 non-refundable deposit for each person to book an appointment. This is taken off your total bill at your appointment time.

  1. Schedule your appointment with our clinician over the phone at 865-245-5353.
  2. You agree to receive a text with a personalized link over Square, our secure payment system.  If text doesn’t work for you, let us know and we can email it instead.
  3. Input your credit card information within one hour of making the appointment.
    1. You will receive a text confirming that your appointment has changed to “Deposit Received” once we receive your deposit!
    2. If you do not make the deposit, you will receive a text canceling your appointment.

This per person deposit is non-refundable in the following circumstances:

  • Canceling or rescheduling your appointment with less than 3 hours notice.
  • Arriving more than 15 minutes late to your appointment.
  • Deciding not to have your scheduled service after arrival.
  • Arriving with a fever over 100F.
  • If you do not cancel via phone or text.

Rescheduling with more than 3 hours notice will move your deposit to the new appointment.

Canceling your appointment with more than 3 hours notice will refund your $25 back to the card used online.

Phone or text us at 865-245-5353 to cancel or reschedule!  We do not accept cancelations through email because we will not see them in time.  If we are not open or cannot answer, leave a message.

COVID-19 (or other contagious respiratory illness) Precautions

We do not currently require masks.  Our clinicians may opt to wear a mask or not based on their personal preference, covid/flu/illness risk or if they were exposed to a contagion.  If you are recovering from an  illness, please have the courtesy to wear a mask for us while our clinicians work in close proximity to get you lice-free.  Just ask your clinician for a free mask.

If you are sick, please reschedule!  If you are showing signs of respiratory illness, such as coughing or sneezing, we may check your temperature using our contactless temporal thermometer. If you have a fever over 100, we will not do your treatment, we will have to reschedule and you will forfeit the deposit for that person.

We reserve the right to require masks for everyone over age 2 based on ever-changing conditions and considerations, such as if the covid numbers rise sharply or a particularly dangerous variant starts spreading locally again.  This is not restricted to just Covid19, but can be put in place for any respiratory illness spreading through the community if we feel our employees are taking on too much risk.  This is regardless of any mask mandates in Knoxville.  We have to be able to stay healthy in order to offer lice removal service.

Food

If you have food or drink, we have a bench outside the main treatment room and can give you breaks.  We do not allow food or drink while in our chair receiving treatment.

Call from the parking lot

Call or text us at 865-245-5353 to let us know that you have arrived.  To minimize the number of people in the lobby and to have time to sanitize in between clients, we keep the door locked and will let you know when we are ready for you to come in.

Please call us to talk about other options if our illness policy is not right for your family.

Arrival Timing

Call or text 865-245-5353 when you arrive.  The clinicians will let you in the building when they are ready for you.

How Late is Too Late?

Like most appointments, we may have to cancel or reschedule your appointment if you are more than 15 minutes late. If there is an opening after your original appointment time, we will treat you.  If we have another client, we will not. You will forfeit your deposit and need to pay a new deposit if we have to reschedule due to late arrival.

How Early is Too Early?

Because we are by appointment only, if you arrive early the building may be empty or the door may be locked. If we have clients, we will be treating them, and are generally unable to start your appointment early. Kingston Pike is nearby and has many shops and restaurants if you find that you have extra time.

Child Care

Babysitting

Please bring a person to watch young children while you are being treated.  Please bring a carrier for your infant.  We can’t treat any person while they are holding a child.

If your child is under 14, one adult must remain with them at all times. If there are two adults in your group, you are welcome to have the other one go outside, get food, or leave with the rest of the children, as long as one parent remains on the property.  We will stop treatment and will not continue if you leave your under-14 child without a person over 18.  We can restart once an over-18 person from your group is here.  If the appointment runs over the allotted time, we may have to reschedule.

Things to do

We have toys, coloring books, and tablets for children to play with! We also have more than one family in at a time, so sometimes these things will be in use. It’s always a good idea to bring something for a child to do while they wait. Please do not bring more children than you are having checked or treated since we do not have staff to watch children. Unattended children are not allowed in our lobby. If you have young children, you can bring someone to watch them for you while you are being treated.

Please do not stay past your treatment time to let the children play in our lobby.

Payment Methods/Financing

Payment is due when services are rendered. 

We accept Visa, Discover, MasterCard, American Express, CareCredit, Health Savings Accounts, and cash.  We can also take payment with Flexible Spending Accounts but you must talk to your FSA administrator to find out the rules they have for allowable purchases!  It is not enough to just see if the FSA card “runs” – we are not responsible for FSA coverage issues.

We do not accept checks.

Health Insurance does not cover our service because insurance companies consider head lice to be a cosmetic problem.

CareCredit is our third-party payment plan and offers deferred interest for 6 months on purchases over $200.  Please apply prior to your appointment because credit approvals are not guaranteed.
Apply for a CareCredit account

In the rare event a customer can not pay in full, an immediate 10% late fee will be charged on the remaining balance, plus an additional compounded 5% per month fee.  We cannot accept appointments for clients if they are not paid in full.

Tips

Tips are highly appreciated! Like any other person doing your hair or providing a personal service, we enjoy being tipped for our hard work! We also understand that not everybody can afford to do so.

HSAs and FSAs cannot tip on the card.

CareCredit allows the inclusion of a tip.

Tips go directly to the clinician(s) working on your family!  They are not pooled or shared with the house.

Cosmetic Comb-Out Definition

Our Full Service Lice-Tech Heated Air Treatment comes with a cosmetic comb out, but what exactly does that mean?

A cosmetic comb out is:

  • Cosmetic only! We remove most of the nits for a cleaner look.
  • Our clinicians can usually remove about 90-95% of nits on the head.
  • This means that if you have more nits in your hair, you will have more nits left.
  • The remaining nits after a Lice-Tech Heated Air Treatment are dead, and cannot hatch.
  • Lice lay eggs at the base of the hair, against the scalp. Our combs cannot get underneath some of them.
  • As the hair grows, these nits might become visible, usually a couple weeks post treatment.
  • For our Full Service Treatment clients, we offer additional single-pass comb-outs for $35 each during the first 30 days post treatment.  Appointments are required- just call 865-245-5353 to schedule.

No-Nit School Policies

  • While most schools have moved away from this at the recommendation of the CDC, some still require students to be 100% nit free to return to school.  No distinction is made between dead debris and living nits.
  • This means that your child may require MORE COMBING than a standard Lice-Tech treatment offers, or they will be sent home by the nurse regardless of whether you have a note from us.
  • Comb outs lasting longer than your 90 minute appointment duration are $50 per half hour.
  • Our policies cover cosmetic comb outs, so let us know if your school policy is no-nit!
  • While we do not know every school that has a no-nit policy, we do know that Cumberland and Hamblen counties do.

Surcharges for Severe Infestation, Goop-n-Go, Extra Long Hair, and/or Extra Combing

Severe Infestation:

We charge a $50 fee for severe infestations.  This is to help offset the cost of additional resources and cleanup, as well as treating our clinician after your treatment, since severe infestations make it likely that they will catch lice while helping get you lice free. We will let you know if it is a severe infestation during the head check so there will be no surprise charges.  If the severe infestation also requires more time to complete, the Extra Time Fee will apply in addition to the severe infestation fee.

Goop-n-Go:

If there are too many sores (or any amount of infected sores) on the scalp, we will do a “Goop-n-Go” which is to kill the hatched lice and allow the sores to heal prior to doing the service (usually just a few days are needed).  The price is $5 per ounce of goop used and it is in addition to the standard cost of the head check.  This may or may not be a “Severe Infestation” and is a separate charge.

Extra Long Hair:

Hair under three feet in length is covered under our usual prices. At 3 feet of length and for every additional foot, prices are as follows:

  • Head checks are an additional $25 at 3 feet and per additional foot of hair
  • Treatments are an additional $100 at 3 feet and per additional foot of hair

We do not charge extra for extra curly, textured, or thick hair, but we appreciate a heads-up so that we can get you a clinician experienced with technically difficult hair.

Extra Time:

If extra time is necessary beyond the 90 minutes scheduled for your appointment, we will do our best to accommodate that. Sometimes we have other appointments and cannot go past your time and we will reschedule. Extra time past your allotted 90 minutes is $50 per 30 minutes.  Some reasons extra time might be required would be if hair is matted or tangled, if hair has twists, braids, or other adornment that has to be removed, if there are excessive nits like in the case of a severe infestation, or if a person needs time to calm down or is having challenging behavior.

We Only Treat Head Lice

We can only treat head lice at our clinic.  If our clinicians determine that you do not have head lice, or that what you have is something other than head lice, then we can not treat you here.  We can help you rule out head lice as a cause of itching.

We must do a head check in our clinic prior to starting any treatment.

If you do not have head lice, we can still sell you our products, but we can make no assertions about our products’ effectiveness on anything other than head lice.

Product Purchases

Purchase professional DIY and preventive products through our online store,.  We offer curbside pickup or optional shipping directly to your house!  Shipping is FREE for orders over $20!

If you make your product purchase before 4:30pm, we will set it out for pickup or drop it in the mail on the same day!  We’ll text you when your order is ready to pick up at the clinic or we’ll email you tracking information on shipped orders.

We can not accept walk-ins for product purchases because we only staff the clinic for appointments.  We will not walk away from a treatment in progress.  If you can not make an online purchase, call us at 865-245-5353 and we will arrange a time for you to come into the clinic and purchase products.

Share the love (not lice)