Cancellation, Return and Refund Policies

This section covers our policies on cancellations, returns, refunds, exchanges, and other methods of addressing customer concerns.

 

 

Reschedule Policy

 

Therapy sessions are scheduled in advance and are a time reserved exclusively for our clients.

When a session is canceled without adequate notice, we are unable to fill this time slot by offering it to another current client, a client on the wait list, or a client with a clinical emergency.

A minimum fee of 1 hour standard billable rate will be charged for sessions that are rescheduled or canceled without without giving at least 48 hours advanced notice.

This means that if an appointment is scheduled for 3:00 pm on a Tuesday, notice must be given by 3:00 pm on Sunday at the absolute latest. You can cancel your appointment by calling, texting, or emailing your specific facilitator or therapist.

The only time we will waive this fee is in the event of serious or contagious illness or extreme weather. If you are unsure, please contact your therapist for further guidance. Please note that this fee cannot be applied is for clients with Medicaid insurance. Thus, clients with Medicaid insurance who have three or more late cancellations or missed sessions will be referred to other providers should there be indication that the pattern will continue.

Husky/Medicaid clients: Please note that your therapist cannot charge you or your insurance for missed sessions or late cancellations.

This means that your appointment slot could have been filled with a client who paid, however your therapist will lose money or the opportunity to schedule another client if you late cancel or do not show up. Because of this, two or more late cancellations for Husky clients within a six-month period will result in immediate discharge and referral elsewhere.

Appointments rescheduled with at least 48 hours notice will not be charged.

 

Cancellation Policy

A canceled appointment hurts three people: you, your facilitator or therapist, and another client who could have potentially utilized your time slot.

The only time we will waive this fee is in the event of serious or contagious illness or extreme weather. If you are unsure, please contact your therapist for further guidance. Please note that this fee cannot be applied is for clients with Medicaid insurance. Thus, clients with Medicaid insurance who have three or more late cancellations or missed sessions will be referred to other providers should there be indication that the pattern will continue.

Husky/Medicaid clients: Please note that your therapist cannot charge you or your insurance for missed sessions or late cancellations. This means that your appointment slot could have been filled with a client who paid, however your therapist will lose money or the opportunity to schedule another client if you late cancel or do not show up. Because of this, two or more late cancellations for Husky clients within a six-month period will result in immediate discharge and referral elsewhere.

Clients who are unsure if they are able to commit to regularly scheduled sessions should seek services elsewhere.

Additionally, please understand that therapy should be viewed as any other important medical appointment would be viewed. While it is a time commitment, this is for your personal betterment and consistency is key in order to achieve this. That being said, two consecutive missed appointments without first reaching out to the therapist, attempting to reschedule, or otherwise indicating clear commitment to treatment, can result in termination of the therapeutic relationship. If you miss two or more scheduled appointments within a 30 day time period without cancelling or rescheduling in accordance with cancellation policy of 48 hours’ advance notice, the therapeutic relationship will be terminated. Your case may be reopened at any time should you so choose, however you may be placed on a waiting list if there are other clients waiting to use your time slot. This is standard practice with most therapy agencies and private practice offices.

If a client cancels in less than the 48 hours minimum period more than once in a month, we will ask the client to find another service provider.

 

 

No-Show/Missed Session Policy

Effective September 9, 2016

If a client "no shows" for an appointment without contacting us to cancel or reschedule the client will be billed at the full rate for the full duration of the session. If serious extenuating circumstances occurred (medical emergency, etc.), as long as we are contacted within 2 business days after the missed appointment, the no-show fee will be reduced to one full billable hour, otherwise the full rate will be charged for the entire missed session.

If a client "no shows" twice, we will recommend that the client find another service provider.

 

Exchange/Refund/Return Policy

 

Because your therapist believes that the responsibility for your care is on both the client and the therapist, we agree that if you are double-booked for an appointment, if we miss an appointment without notice or we are more than fifteen (15) minutes late for your appointment, you will receive a FREE therapy session.

 

Thank you for your understanding. Your therapist looks forward to beginning this therapeutic journey alongside you!

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