Our Policies
Please review our policies prior to booking an appointment with us. Thank you!
No-show policy
Arriving on-time and attending appointments as scheduled is necessary for continuation of service. A service fee will be applied when clients arrive late or not at all, without providing us the required notice (2 business days in advance). 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.
Late cancellation policy
Appointments cancelled with less than 2 business days notice, are considered “late cancellations” and a fee will be applied. All fees must be paid prior to your next booking.
Exceptions may occur where the session can be accommodated and conducted via phone, online, or later in the same day based on client and therapist availability.
Exceptions may occur where the session can be accommodated and conducted via phone, online, or later in the same day based on client and therapist availability.
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.
We are unable to provide direct billing for private insurance options. These service fees must be paid at the time of the session and individuals are responsible for submitting their own reimbursements as necessary
We are unable to provide direct billing for private insurance options. These service fees must be paid at the time of the session and individuals are responsible for submitting their own reimbursements as necessary
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, even if they were 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, even if they were 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.
