Clinic Policies
Our policies reflect the impact to clients, therapists, and the clinic.
Thank you so much for respecting our clinical boundaries!
Cancellations & Changes
(therapy, assessments)
Your session time is reserved for you.
Out of respect for our clinicians' time, the services the clinic provides, and the clients on our waitlists a minimum of 48 hours notice is needed to cancel or reschedule your therapy session or the full fee is charged to the card you have on file with us. *Therapy Intensives require no less than 6 days notice.
Feeling under the weather or unable to attend in-person on the day of your session?
You may switch to online or phone right up to your session start time. Simply email your therapist!
If you decide to cancel due to illness the full fee will be charged.
No Shows
If you fail to attend your session the full fee for the session will be charged.
Inclement Weather
Weather happens! When it does you can meet with your therapist online or by phone.
Please note that if you decide to cancel a session due to weather the full fee will be charged.
Mental Health Assessment - Forms
All required assessment forms must be completed at least 72 hours before your appointment.
Your Nurse Practitioner begins preparing for your assessment before your appointment by carefully reviewing your completed forms. Having this information in advance is necessary to provide a thorough, high-quality assessment. If this deadline passes and we haven't received your completed forms or heard from you, your appointment will be cancelled at the 48-hour mark and the full fee will be retained.
Mental Health Assessment - Insurance Coverage
You must confirm coverage directly with your insurer yourself before booking with our Assessment Team.
We cannot do this for you. Insurance often does not cover this service. You may be able to use your health spend account, but this is up to you to confirm prior to booking.
When the Therapist is Late to Session
Sessions typically run on-time or within 10 minutes of the start time. However, we work with trauma and sometimes sessions are activating or heavy for clients. This can mean we need to spend extra time with a client at the end of a session to ensure they can safely leave the space. And when this happens it might mean the next client's session starts late. The therapist cannot notify you when this is going to happen so we appreciate your patience as you wait for your session to start. You will still receive your full session timeline as booked.
If you leave the space (in-person OR virtual) it will be considered a missed session.
Scent Free Environment
For the sake of everyone's comfort (clients & staff) we strive to offer a scent-free environment.
Parent/Guardian Attendance & Pick-Up Policy for Minors
By booking services for a minor child aged 12 and under, you acknowledge that therapists and clinic staff do not provide childcare or supervision outside of scheduled appointment times and agree to arrive promptly for drop-off and pick-up. If a parent or guardian arrives more than 5 minutes late for pick-up, a late pick-up fee of $65 will be charged, and this will repeat for each additional 15-minute period.
Children (who are not the client)
Children may not attend sessions with parents unless the session is scheduled as family therapy.
No child should be left unattended in waiting area.
Pets
Pets and emotional support animals are not permitted in the clinic.
Authorized service dogs are welcome.
Payments for Assessments & Sessions with Nurse Practitioners
Payment is made at the time each session is booked.
If any changes are made
Payments for Therapy Sessions
Payment is due at the time of your session and will be charged to the card you have on file.
Want to pay a different way? No problem!
If you prefer to pay using debit, cash or an alternate credit card please inform your therapist before leaving your session.
Couples/Family Payments
To avoid confusion, the clinic will take payment from the first card on file that comes up.
You are welcome to decide privately how you’d like to handle reimbursement between yourselves, but we will not get involved in financial disputes.
To use an alternate form of payment (when attending in person) please provide your therapist before leaving the session with the alternate card to use with our on-site machine or with cash.
No changes will be made once the payment has been accepted in our system.
Invoices & Receipts
Our records must indicate who attended session, when the session occurred, how long the session was, and the type of session it was. We cannot adjust receipts nor will we edit and reissue a receipt after it has been issued unless an error has been made.
Communication with Insurers, Employment Leave Case Workers
Our focus will always be our clients' best interest. For the protection of our clients then...we will not speak about you with insurers or employment leave case workers on the phone. All requests for information must be received in writing and will be subject to appropriate confidentiality measures and client consent. Please note that this policy does NOT apply to our collaborative work with WSIB & Metis Nation of Ontario.