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CANCELATION, LATE SHOW, NO SHOW, & FEES TERMS & CONDITIONS

“Therapist” refers to Kara Purves, Owner of Kintsugi Counseling Services

“Client” “clients” “individual” “individuals” “couple” “couples” “family” and “families” refer to the paying customer(s) receiving mental health services from Kara Purves at Kintsugi Counseling Services

CANCELATION

There is no required timeframe to inform the therapist of a cancelation, such as 24-hour notice. Life happens, unexpected situations come up, and we are all adults who can manage and adapt to the curveballs as they occur. The concierge model utilized at Kintsugi Counseling Services embraces the unpredictability of life, minimizes and eliminates the need to micromanage clients, and allows for flexibility and adaptation as needed. 

Please be considerate of the therapist’s time and other clients who could use the canceled time slot. The client should inform the therapist immediately when something comes up and the client must cancel the session via phone, text message, and/or email. 

When in doubt, double down with two forms of communication, such as text messaging and emailing the therapist about canceling the session. The client can provide the therapist with alternative dates and times to reschedule the session, otherwise, the therapist will follow up to reschedule as soon as possible.

If the therapist must cancel a session due to an emergency, the therapist will provide two forms of communication to the client, such as email and text messages. The therapist will also provide alternative dates and times to reschedule the session and will follow up with the client as needed.

The concierge model allows for flexibility, grace, and understanding, and requires the therapist and clients to be collaborative, considerate, responsible, and communicative.

If at any time the therapist deems the cancelations, late shows, and/or no-shows as a barrier to treatment, the therapist will discuss it with the client, try to collaborate and problem-solve together, and may make it a part of the treatment plan, if appropriate.
 

LATE SHOW

The therapist will wait 10 minutes for the client to show up for the session. At the 10-minute mark, the therapist will log out and reach out to the client via email, phone, and/or text message.

If the client shows up late to a session, the therapist will resume the session for as long as possible. Session time may be shorter than originally scheduled if the therapist has another client scheduled, or there are other responsibilities following the session.

If there are no other clients or responsibilities scheduled for after the original session time, then the therapist will be able to still provide the full timeframe scheduled or needed for the client.

 

NO SHOW

The therapist will wait 10 minutes for the client to show up for the session. At the 10-minute mark, the therapist will log out and reach out to the client via email, phone, and/or text message.

If the client does not show up for the session and does not provide any form of communication regarding the no-show, then the therapist will reach out a second time the following day (24 hours) to check in and reschedule.

If the client does not show up for the session and does not reply to the therapist’s communication within 10 minutes from when the therapist reached out (20 minutes total from session start time), then the therapist reserves the right to reach out to the next client on the waiting list for that time slot, or may move on to another task or client as needed, and the original client will lose that time slot and will need to reschedule.

 

CANCELATION / LATE SHOW / NO-SHOW FEES

There are no additional cancelation, late show, and no-show fees. Instead, this cancelation policy is modeled around the concierge therapy model. Life happens, and the concierge model allows for flexibility, understanding, and grace. Because the client pays an upfront retainer each month and is ultimately responsible for using their paid time, any canceled, late-show, or no-show sessions could become part of the retainer fee. For example, the individual client pays a $1,200 retainer and ends up only using 2 hours out of the 4 due to multiple cancelations, late shows, and a no-show, the 2 hours missed become the “cancelation/late/no-show fee.”  See “Retainer Fees Terms & Conditions” for more details. Retainer fees are non-refundable.

The Cancelation, Late Show, No-Show Policy also applies to all additional sessions after the retainer is fulfilled, and the client is on the “Pay As You Go” phase for the remainder of the retainer month. Common courtesy is still expected and held accountable throughout treatment, both on the retainer and after. See “Pay As You Go” for more details.
 

TERMINATION OF SERVICES

If cancelations, late-shows, and/or no-shows become a barrier to treatment, the therapist will address it in session(s) with the client and it may become part of the treatment plan, as appropriate. The therapist has the right to terminate services at any time if cancelations, late shows, or no-shows continue to be an ongoing barrier to treatment. 

The retainer fee is non-refundable. If the therapist terminates services due to excessive ongoing cancelations, late shows, and/or no-shows, and it presents as a significant barrier to treatment, the client will not be refunded for any remainder of the retainer fee. No exceptions.

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