RESCHEDULING & REFUND POLICY
Cancellation
You can cancel your appointment anytime by signing into your Client Portal or replying “N’ to the confirmation SMS sent two days before your appointment. To request ar refund you must email us at least 14 days after cancelling.
The following policies apply when you request a refund:
- Refunds must be requested within 14 days of cancellation
- Any cancellations with less than 24hrs incur a full fee payable
- 24 hours to seven days notice: 25% of the fee payable
- Eight days or more notice: 10% of the fee payable
- Special consideration: If you book and cancel within 24hrs: 10% of the fee payable
- Rescheduled appointments are non-refundable
Rescheduling
Due to demand and our commitment to you regarding therapists’ time and arrangements, please consider rescheduling only in cases of illness or unavoidable circumstances. If you have to reschedule your appointment, we ask that you do it with more than 24 hours’ notice.
You can reschedule by using the “My Appointments” Tab in the Client Portal.
The following policies apply to rescheduling:
- Must be done with more than 24 hours’ notice
- An appointment can only be rescheduled twice
- Failure to attend the second rescheduling results in forfeiture of the fee payment
- Any notifications received by the office via phone, text, or email within 24 hours will be subject to the cancellation policy above
Compassionate Policy: We understand that you may occasionally be unable to keep an appointment due to a sudden illness or an unexpected personal emergency. If this occurs, please contact us via phone, text or email as soon as possible to explain the situation. Requests outlining your circumstances received within 24 hours before your appointment will be considered.
Winter Policy: If you are experiencing Covid/Flu Symptoms, please contact us with more than 24 hours’ notice to reschedule to an online Zoom appointment instead. If you are too unwell/unable to talk, please reschedule your appointment online via the Client Portal or reply NO to the SMS reminder. If this occurs within 24 hours of your appointment, please contact us by phone or text immediately to be considered for rescheduling.
To contact your therapist after hours to notify them of non-attendance, late arrival or request a Zoom link. If your appointment is after office hours (after 2 pm), or you are contacting us outside office hours (9 am-2pm) regarding a same-day or morning appointment the next day. You can contact your therapist directly by replying to the SMS reminder you selected YES to when confirming your appointment. For example, if you’re running late, can’t find your Zoom link, or can’t attend at the last minute, the therapist can check this.
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It doesn’t change the 24-hour notice requirement, but it will alert the therapist not to wait for you.