When you need to cancel or reschedule
Sometimes life happens and you may need to cancel or reschedule an appointment; we want to make this process as streamlined as possible to limit the impact on your care.
Cancelling & Rescheduling
Sessions can be cancelled or rescheduled as long as you provide at least 48-hours notice – we charge a fee for missed and late appointment times because we are charged for various overhead costs and missed appointments are very expensive for us. In addition, when we book an appointment, we reserve that time slot for you and a late cancellation or missed appointment means we are unable to schedule another client in that time spot.
This fee protects us as service providers and allows for other clients to have an opportunity to book an appointment for themselves.
We hope you understand this policy, and invite you to discuss it further with your counsellor if you have any questions or concerns.
how do I cancel or reschedule?
Appointments can be rescheduled or cancelled by phone, email, or on the Jane App booking system.
If you are cancelling or rescheduling outside of reception hours (Mon-Fri 9am-5pm PST): We will process the cancellation on the next business day and use the time stamp on the email/call as the time you cancelled/rescheduled. We recommend emailing your counsellor directly in these circumstances as they may see your email before our client care team. You can also cancel or reschedule through our Jane App account.
frequent Cancellations & Rescheduling
We are committed to helping clients achieve their goals that brought them to counselling. For this reason, we ask you to commit to your appointment time and limit rescheduling or cancelling your appointment.
Frequent rescheduling can be disruptive to your continuity of care, as well as other clients who are or would like to work with the counsellor.
Clients who cancel or reschedule their booked appointments regularly (every second to third appointment is rescheduled/cancelled) will be invited to re-evaluate the frequency of their appointments with their counsellor and may not be permitted to book more than one appointment in advance or hold a regular or in-demand time slot (weekday evening or weekend appointments).
what if I’m just past the cancellation cut off?
Once the 48-hour cut off has passed, even by a minute or two, your session will no longer be able to be cancelled through our online booking system and now falls within our late cancellation policy! We understand this can be frustrating, so we encourage you to enable the 3-day reminders if you have disabled it by accident when you are signing up (this is enabled by default within our system when adding you to our client care system, Jane).
You also have the option to switch your session to virtual to avoid the late cancellation fee!