Cancellation and Rescheduling Policy

Cancelling an Appointment

If you need to cancel a session, you must let your therapist know at least 24-hours before your appointment start time. Cancellations within 24-hours will result in the late cancellation fee, which is the full session fee and not just your copayment and/or coinsurance. Insurance does not cover late cancellation fees and there are no refunds.

However, if you need to cancel within 24-hours of your appointment and both you and your therapist are able to reschedule to another day that same week (Monday to Friday), you would just be moving the session and the late cancellation fee would not be charged. Unfortunately, if you and your therapist are not able to reschedule or attend another appointment that works for both of you before the end of that calendar week, the late cancellation fee is charged. Requests to reschedule must be made before the appointment start time. If you cancel an already rescheduled appointment for any reason, even with a 24-hour notice, you will be charged the late cancellation fee.

Your therapist reserves the right to terminate therapy with clients who show a pattern of late cancellations. If meeting at the scheduled time isn’t working for you, please talk to your therapist about finding a different time or switching to scheduling week to week. If you’re on their caseload, your therapist has a responsibility to meet with you regularly. Clients who have been in treatment with their therapist for at least one year can request to reduce their session frequency to no less than one session per month.

Frequent Cancellations

The cancellation fee may also be charged for a frequent number of cancellations, even with a 24-hour notice. Repeated cancellations for standing/recurring appointments is an indication that this is not a feasible time slot for you.

For weekly standing appointments, 8 or more canceled appointments for the calendar year is considered frequent. Therefore, if you cancel 8 appointments for the calendar year, your therapist will ask you to move your appointment to another time slot, reduce session frequency, or schedule your appointments from a week-to-week basis instead.

For every-other-week standing appointments, 4 or more canceled appointments for the calendar year is considered frequent. Therefore, if you cancel 4 appointments for the calendar year, your therapist will ask you to move your appointment to another time slot, reduce session frequency, or schedule your appointments from a week-to-week basis instead.

For week-to-week appointments, 20% or more of canceled scheduled appointments for the calendar year is considered frequent.

Frequent cancellations will also be charged the cancellation fee of the full session fee and not just your copayment and/or coinsurance.* Insurance does not cover these fees and there are no refunds. In these cases, it would be helpful for you and your therapist to revisit your time slot arrangement to better suit your availability. If you’re on their caseload, your therapist has a responsibility to meet with you regularly. Clients who have been in treatment with their therapist for at least one year can request to reduce their session frequency to no less than one session per month.

Only standing appointments ensure that you have a time slot reserved for you. Moving to week-to-week scheduling does not guarantee that an appointment will be available every week. Additionally, there are select every-other-week openings available and not every time slot can be changed from weekly to every-other-week. Standing appointments occurring once every two weeks are subject to change so your therapist can coordinate multiple every-other-week recurring appointments. Please note that your therapist will not hold a standing time slot if you take a leave of absence from therapy. Your therapist reserves the right to terminate therapy with clients who show a pattern of frequent cancellations.

No Shows

If you do not show up to your scheduled appointment, also called a “No Show,” the missed appointment will result in a fee of the full amount of the session and not just your copayment and/or coinsurance. Insurance does not cover No Show fees and there are no refunds. The appointment is marked as a No Show if you have not joined the session within 15 minutes of the start time. No Shows cannot be rescheduled. Your therapist reserves the right to terminate therapy with clients who show a pattern of No Shows.

Late Starts

By scheduling an appointment, you commit to paying for that time, whether you show up on time, late, or not at all. You pay for the time you schedule. If you are late to your appointment but you show up within 15 minutes of the appointment start time, you will be seen for the remaining time and charged the full fee. But please be aware that if you're late, your appointment will not be extended past the originally scheduled time slot. At 15 minutes past the scheduled appointment time, you will be considered a No Show. If you choose to end a session early, you will not be refunded or credited for the remainder of the scheduled time.

Your therapist may send text and/or email reminders if you are late, but those are a courtesy. Failure to see or receive a text or email reminder will not result in a waiver of fees for late cancellations or missed appointments. You are responsible for showing up to your scheduled appointments whether you have viewed or received these reminders or not.

Your therapist makes it a priority to be punctual to your appointments. We do everything we can to prevent unforeseen events, including technical issues, but they may happen. If you are ever inconvenienced by tardiness on your therapist’s part, we will credit you in time equivalent to the time missed and not as a refund in currency. You can choose to add that time to that day’s session if it’s available or add it to a future session. 

Inability to Attend an In-Person Appointment

If you have an in-person/face-to-face appointment scheduled with your therapist, you may request to hold your session virtually instead. The late cancellation fee will not be charged if you replace the same in-office visit with a telehealth session. In cases of illness, inclement weather, or health hazards (including bed bugs, head lice, etc.), sessions must be conducted via telehealth until the health concern has resolved. You must notify your therapist at least 24 hours in advance of your appointment start time if you are requesting to change your telehealth session to an in-office visit; failure to do so may result in a cancellation of the appointment.

Consecutive Missed Appointments without Notice

If three (3) consecutive appointments are missed without notifying your therapist, the regular scheduled appointments will be given to someone else and any remaining appointments will be cancelled. Your chart with us will be closed and you may be referred to another area provider. If you are interested in restarting sessions with your therapist, and your therapist agrees to continue, your name may be placed on a waitlist until your therapist has an opening that fits your request. Please contact us if an illness or emergency prevents you from making your appointment.

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 *Generally, the full session fee for in-network insurance members is around $150-$175 USD, though this may be different based on a client’s specific insurance plan and the appointment type. The full session fee for private pay or out-of-pocket is generally $175 USD for therapy and $225 USD for a diagnostic intake but may this be different based on the mutually agreed upon private pay rate between the therapist and client.

Last Updated: July 15, 2024. Subject to change without notice.