Cancellation and Rescheduling Policy
Your appointment time is held specifically for you. This policy helps make appointment times available to people who may be waiting and explains what happens when plans change.
Notice and fees
No fee: If you cancel 48 hours or more before your session, there is no charge.
50% fee: If you cancel within 24 hours of your session, you will be charged 50% of the session fee.
100% fee for a no-show: If you miss your appointment without contacting the practice to cancel, you will be charged 100% of the session fee.
Annual exception and caveat
One free same-day cancellation
Each calendar year, you may use one free same-day cancellation. This does not apply to no-shows; if you don't make contact, the full session fee still applies.
Requesting a virtual session instead of cancelling
Review this practical option and its limitations
An in-person individual-therapy appointment may sometimes be changed to virtual if you will be physically located in Ontario. Any format change depends on the service, your physical location at the appointment time, and whether the practice can accommodate the request; it is not guaranteed. Couples therapy is offered in person in Kitchener and virtually to clients located anywhere across Ontario.
Ask about an eligible format change by email or phone as early as possible. Unless the practice confirms the change, the original appointment and cancellation terms remain in effect. Voicemail is accepted as notice but does not confirm a format change.
Cancellation fees and insurance
Some insurance plans don't reimburse missed appointments or late-cancellation fees. It is your responsibility to confirm your plan's rules with your insurer.
Questions about this information?
Contact the practice with a general question about cancellation and rescheduling policy. Please keep private health details out of an initial email.