Answer
At booking. When we book an appointment, the charge fires against your card on file. Every booked appointment is still measured against the published rubric, and one that misses it is replaced at no charge.
The rubric is the replacement standard, not the charge gate. That distinction matters: you are not waiting on a judgement call before the transaction completes, and we are not holding an appointment hostage to an argument about whether it qualified.
If a booked appointment does not meet the rubric, you get a replacement appointment. See the rubric.
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