Late Cancellation and Missed Appointment Policy

To support the availability and continuity of services for all clients, appointments cancelled or rescheduled with insufficient notice may be subject to a late cancellation fee.

The following fees apply:

• Cancellations due to illness, medical concerns, or family emergencies: A $30 late cancellation fee will apply. This category is intended for unexpected health-related or emergency situations that prevent attendance. Ongoing mental health symptoms that are the focus of counselling (e.g., symptoms of depression or anxiety) are not considered an illness or medical emergency under this cancellation policy, unless there is an acute situation requiring immediate attention.

• Cancellations made within 12 hours of the scheduled appointment due to legitimate and unexpected circumstances: A fee of 50% of the session fee will apply. Examples may include unforeseen work-related obligations, unexpected changes in personal circumstances, or other situations that could not reasonably have been anticipated.

• Cancellations or missed appointments with less than 12 hours’ notice that are not related to illness, medical concerns, mental health concerns, family emergencies, or other significant unexpected circumstances: The full session fee will apply.

Clients are encouraged to provide as much notice as possible when they are unable to attend a scheduled appointment. If exceptional circumstances arise, clients are encouraged to discuss the situation with their provider, and fees may be reviewed on a case-by-case basis.