Our Policies
Please review our policies prior to booking an appointment with us. Thank you!
No-show policy
An appointment for which you did not arrive on time or at all without cancelling it in advance, or giving us any notice is subject to a service fee. Clients with frequent no-shows, late arrivals, or late cancellations may be discharged from services. All fees must be paid prior to your next booking.
Click here to read about why it is important that a no-show fee is applied.
Click here to read about why it is important that a no-show fee is applied.
Late cancellation policy
A cancellation is considered late, with fees applied, if we were given less than 2 business days' notice. All fees must be paid prior to your next booking. If the session can be conducted via phone or online, or can be accommodated later in the same day, we may be able to make an exception for applying the fee.
Health Canada travel clients
Clients travelling to Thunder Bay must attend all scheduled sessions on time. Failure to attend scheduled sessions will result in additional out-of-pocket fees, and may result in the client being discharged from the travel program per Health Canada's policies.
Reminder: We are booking travel sessions 1-2 months in advance. Missing flights and sessions means that we cannot help others who are waiting for this service.
Reminder: We are booking travel sessions 1-2 months in advance. Missing flights and sessions means that we cannot help others who are waiting for this service.
Use of Insurance
Clients using insurance coverage for sessions (e.g., FNIHB, IRS-RHSP, Blue Cross, VQRP) must present valid identification and proof of insurance that will be scanned and added to your clinical file. Clients are responsible for knowing the parameters of their coverage (e.g., policy maximum, practitioner titles that are covered, etc.) and are responsible for paying all fees for booked sessions that are not covered by their insurer.
Late Arrival Policy
1-hour counselling sessions are typically divided up with 50 minutes of direct client time followed by 10 minutes for documentation and treatment planning. To get the best treatment outcomes, sessions must start and end on time.
Clients arriving late for sessions are responsible for paying for the portions of sessions that were booked but not used.
For those using insurance coverage, only the portion of the session that was used for therapy and documentation can be billed to the insurer. All other fees, including late arrivals, late cancellations, no-shows, and other related services, are the responsibility of the client.
Clients arriving more than 30 minutes late for their session will be billed a no-show fee.
NOTE: Repeated instances of late arrivals, late cancellations, and no-shows will result in restrictions on booking future sessions.
Clients arriving late for sessions are responsible for paying for the portions of sessions that were booked but not used.
For those using insurance coverage, only the portion of the session that was used for therapy and documentation can be billed to the insurer. All other fees, including late arrivals, late cancellations, no-shows, and other related services, are the responsibility of the client.
Clients arriving more than 30 minutes late for their session will be billed a no-show fee.
NOTE: Repeated instances of late arrivals, late cancellations, and no-shows will result in restrictions on booking future sessions.
