Booking Procedures and Cancellations
Thank you for taking the time to carefully read about our policies related to bookings, cancellations and missed appointments. It is most helpful when both the counsellor and the client have a good understanding of their rights and responsibilities. From this mutual understanding, a comfortable working relationship and safe environment can be created.
Scheduling
We use JaneApp booking software for scheduling appointments. However, for your initial visit, you will need to make the booking through our office. You will then receive a “welcome” email from JaneApp confirming the first appointment and giving you the option of creating a JaneApp account. This will enable you to view your therapist’s calendar and schedule all your subsequent appointments directly, using the app.
Individual appointments are 50 minutes in length, unless we agree upon another duration. We value you as a client and your appointment is held exclusively for you. It is important that you arrive on time. Please understand that if you are late, your appointment time cannot be extended. If you are running late, please contact the Office Manager so that she may notify your therapist. After office hours, please contact your therapist directly via personal voicemail or by email.
Our Cancellation Policy
We want to provide the best service possible for all our clients while ensuring that we are utilizing our therapists’ time in the most efficient and effective way possible. Our Counsellors’ services are highly requested: as such, there are often clients on a waiting/cancellation list who really want our help. By providing proper notice of cancellation, you are allowing those clients the opportunity to receive the help they need.
In order to not be charged for a cancellation, we require 48 hours’ notice. For no-show’s or cancellations with less than 48 hours’ notice, you will be expected to pay your full fee. This policy extends to all private paying clients as well as all clients with any 3rd party provider which does not pay for missed sessions (e.g., FNHA). In this case, clients must pay out of pocket for the missed session. For any client receiving free counselling with an Intern, you will be expected to pay the Intern’s full fee of $30.00 plus tax if you miss a session or cancel late.
If the late cancellation is due to an emergency or unexpected illness out of your control, you may speak with your therapist about this. It is at the discretion of your therapist to waive the fee.
How to Reschedule or Cancel an Appointment
If you are cancelling prior to 48 hours before your scheduled appointment, you can reschedule or cancel your appointment directly in JaneApp by accessing your account and making the desired changes. A confirmation of the cancellation will be sent to you as well as to your therapist and the office. Alternately, you may contact our office and request the change. Please leave a voice message (our messages are date/time stamped) or email the Office Manager at admin@stewart-assoc.com. We will always respond either by phone or email to confirm that your appointment has been cancelled.
It is always the client’s responsibility to keep track of their appointments and honour our policies. Failure to pay for a missed session will result in a hold on any future sessions being booked until the outstanding balance is paid.
If you have any questions regarding our Cancellation Policy, please let us know.
Thank you for your understanding and cooperation.