Cancellation Policy & Missed Appointments

Thank you for taking the time to read about our cancellation policy and missed appointments. The Office Manager is responsible for all scheduling related tasks.  Please do not send appointment requests or cancellations to the therapists alone as they are not able to respond in a timely manner.

Please read our Cancellation Policy carefully.  Be sure to ask us to explain anything that you do not understand or that you may have concerns about.   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.

Appointments

A valid credit card is required on file to book counselling appointments. Individual appointments are 50 minutes in length, unless we agree on 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 cannot be extended.

It is always the client’s responsibility to keep track of their appointments and inform us when they need to cancel any sessions they have scheduled.

All appointment requests, changes, cancellations, etc. must be made by email to admin@stewart-assoc.com or by phone.

Scheduling

We use Jane booking software for scheduling appointments. Clients will receive an initial welcome email from Jane when the first appointment is booked. This will give you the option to set up an account so you may view therapists availability and any past or future appointments. Confirmation emails are sent out with each booking.

If you are running late, please email your therapist on their private email. This is especially important for sessions booked after the building closes at 6:30 pm or on the weekend.  This will ensure that they know you are on your way and will wait for you. Only a few of our full time therapists have extensions for you to leave a message (Ruth-Ann ext 1, Susan ext 2, Richard ext 3,) so while you are welcome to do this, email is best for our therapists who do not have voicemail extensions.

Our cancellation policy

We want to provide the best service possible for all our clients.  We also want to ensure that we are utilizing our therapist’s time in the most efficient and effective way possible.  Our Counsellors services are highly requested.  Therefore, 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.

When you need to reschedule any appointment, please provide a minimum of 48 hours’ notice.

If you do not show up for your appointment, you will be expected to pay your full fee.

When you provide less than 48 hours’ notice, you will be expected to pay your full fee. Fee’s are processed on the card on file.

For clients covered by EAPs that do not pay for no-shows, and all First Nations clients, you will be required to personally pay for any missed sessions.

For clients receiving free counselling through our interns, if you do not show up for your appointment, you will be expected to pay the full fee of our interns sliding scale rate of $30.00 plus tax.

How to cancel an appointment

You can cancel your appointment by email to admin@stewart-assoc.com or by phone.  Please leave a voice message (our messages are date/time stamped).  We will always respond either by phone or email that your message has been received confirming that your appointment has been cancelled.

Another appointment will not be made until payment for the missed appointment has been received.  If you have booked advanced sessions they will be cancelled if you have an outstanding balance.

If you have any questions regarding our Cancellation Policy please let us know.  Thank you for your understanding and cooperation.