Cancellation & Appointment Policy
Updated June 1, 2022
Our session is sacred therapeutic space. Your session time is reserved exclusively for you, and therefore is not available to others. As there is a high demand for services, I often carry a cancellation list or a wait list, so advance notice is essential to fill appointments that open last-minute.
The software I use for scheduling can provide automated reminders 2 days before and 2 hours before your appointment, You will also receive an email 1 hour before your session regardless if you have opted into reminders. Every effort is made to prevent late cancellations and avoid a missed appointment.
Twenty-four (24) hours notice must be given for the cancellation or rescheduling of appointments including emergency cancellations. We each might consider different things to be an emergency situation. If you need to cancel your appointment within 24 hours of your session for whatever reason, you will be required to reschedule within 5 days and attend your appointment. If you cannot reschedule within 5 days because of your availability or mine, you will be charged for the cancelled session. Appointments that are booked and requested to be cancelled or rescheduled same-day will be subject to the cancellation policy terms listed above. Appointments cancelled after the start of your session time and missed/no show appointments will be charged at the session rate. This also applies to requests to reschedule after the start of your appointment time. If you are late to your appointment by more than 20 minutes, your appointment will be considered a late cancellation/missed appointment and you will be charged the session fee. For clients who have a prepaid counselling package, a no-show/missed appointment will count as the prepaid session being used and a receipt will be issued noting the missed appointment.
If you late cancel, miss or no-show to your free consultation, you may forfeit your opportunity for a free consultation.
The online scheduling software I use sends appointment reminders to help avoid missed appointments and late cancellations. In the event of a technological issue that prevents automated reminders from being sent, clients will be responsible for showing up to an appointment or cancelling with sufficient notice.
If you have pre-booked future counselling appointments, you may be required to prepay for your next session(s) after a no-show/missed appointment to prevent future missed appointments. If you decide to cancel a prepaid appointment before your next session, you will be reimbursed appropriately, or the fee may be applied to your next upcoming session.
If you are unsure of your appointment time or date, please contact me to confirm your schedule or log on to your Jane account to check your upcoming appointments. Clients are responsible to know their schedule and are responsible to arrive to their appointment on time. For online and in-person sessions, an appointment will be considered a no-show/missed appointment after 20 minutes. If you will be arriving more than 10 minutes after your session start time, please contact me to discuss the appropriate accommodation and next steps.
Clients who regularly book appointments and then no-show may be requested to pause counselling until it is financially feasible or until alternative arrangements can be made to ensure your presence at appointments. You may consider alternative options such as free resources, online resources, or support groups in the community.
Clients who have counselling sessions funded by a third party billing provider such as ICBC, FNHA, and CVAP are required to abide by this appointment and cancellation policy. ICBC, FNHA, and CVAP will not pay for a missed session or a late cancellation. In the event that you miss your session or must cancel with less than 24 hours notice and cannot reschedule with 5 days of your original appointment, you will be billed for the session in full.
No-show and missed appointments can be paid via e-transfer, Visa, Visa debit, or MasterCard. (Cash is not accepted during the pandemic.) Receipts for no-show and missed sessions will have the “cancellation” or “missed appointment” fee noted on receipts. Please note that receipts for missed appointments cannot be claimed on insurance as this would be considered fraudulent.
I treat our appointments with the same appreciation and care considered by clients. If I need to cancel an appointment with less than 24 hours notice, appropriate measures regarding compensation may be offered if the circumstances contributing to a my own late cancellation do not meet the above requirements applied to my clients. If I need to cancel our appointment within 24 hours, I will provide 3 options to rebook within 5 days. If I am unable to rebook your appointment within 5 days because of my availability, your next session will be at no cost to you. If your availability prevents the rescheduling of an appointment cancelled by the therapist, the session may be rescheduled at your convenience for the regular fee.
To ensure the fairness of my cancellation and appointment policy, this policy will apply without prejudice.
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