Cancellation and No-Show Policy
Therapy works best when we’re both showing up consistently. Life happens, though, and sometimes you need to reschedule. Here’s how that works, why it matters, and what to do if something comes up.
📋 Quick Summary
- ⏰ Notice Required: Cancel at least 24 hours in advance
- 💰 Late Cancellation Fee: Full session fee ($150) if less than 24 hours' notice
- ❌ No-Show Fee: Full session fee ($150) if you miss without canceling
- 💳 Payment Due: Before or at your next scheduled appointment
- 🚨 Emergencies: Fees may be waived at therapist's discretion
- 🏥 Insurance: Most plans do NOT cover cancellation fees
📍 Jump to Section
How to Cancel or Reschedule
You have several options for canceling or rescheduling your appointment. The easiest way is through your Jane App portal, where you can manage your bookings anytime.
You can also reach me directly by email at sean@introspectuscounselling.ca, by phone or text at 250-556-4623, or by calling the office. Whichever method you choose, just make sure you give me at least 24 hours’ notice.
What Counts as 24 Hours
Twenty-four hours means a full day before your appointment. If your session is scheduled for Thursday at 2pm, you need to cancel by Wednesday at 2pm or earlier.
If you’re not sure whether you’re within the 24-hour window, contact me anyway. I’d rather work it out with you than have you miss a session entirely.
Why This Policy Exists
I reserve your appointment time exclusively for you. When you cancel with less than 24 hours’ notice, that time usually can’t be filled with another client who needs it.
This isn’t about being rigid; it’s about protecting the practice so I can keep doing this work sustainably. It also respects the commitment we’ve both made to your therapeutic process. Consistent attendance builds momentum, and that momentum matters for the work we’re doing together.
Professional counselling associations, including the BC Association of Clinical Counsellors, recommend clear cancellation policies to maintain sustainable therapeutic relationships.
Late Cancellations and No-Shows
If you cancel with less than 24 hours’ notice: You’ll be charged the full session fee of $150.
If you miss your appointment without canceling: You’ll also be charged the full session fee of $150.
Payment requirement: These fees must be paid before or at the time of your next scheduled appointment.
If you pay by cheque and it’s returned for any reason, there’s a $50 service charge for the special handling required. This covers the administrative work and bank fees involved in processing returned payments.
Insurance and Cancellation Fees
Here’s something important to know upfront: most insurance plans do not cover missed appointments or late cancellation fees. These charges are considered non-billable by insurers, which means they’re your responsibility.
You won’t be able to submit a cancellation fee to your insurance provider for reimbursement. This is standard across the industry, not specific to my practice.
When Emergencies Happen
I get it. True emergencies happen: sudden illness, family crisis, car accidents, severe weather that makes travel unsafe. Life doesn’t always give us 24 hours’ notice.
If you’re dealing with a genuine emergency, contact me as soon as you possibly can. I have discretion to waive the cancellation fee in these situations, and I will use that discretion compassionately.
The key is communication. Let me know what’s going on. I’m not interested in penalizing you for things beyond your control; I’m interested in maintaining a therapeutic relationship built on mutual respect and realistic boundaries.
Can We Switch to a Virtual Session Instead?
Sometimes. If you can’t make it to the office but you’re still available at the scheduled time, we might be able to switch your in-person session to a virtual one on short notice.
This doesn’t work for every situation, but it’s worth asking. Send me a message or give me a call, and we’ll figure it out.
If you live in Sooke, Saanich, Victoria, or other areas outside the Westshore, virtual sessions can eliminate commute time and weather concerns entirely. This often reduces common reasons for cancellations.
Many clients use both formats, coming to the office when it works and switching to virtual when life gets busy. We can discuss what makes sense for your situation.
Learn more: Is online therapy as effective as in-person?
If You're Struggling with Attendance
If you find yourself canceling frequently, or if getting to appointments feels like a consistent struggle, let’s talk about it. That’s not a problem; it’s information.
Sometimes difficulty attending means the timing isn’t right, or there are practical barriers we haven’t addressed yet. We can adjust your session frequency, switch to online sessions to eliminate commute issues, or take a break and reconnect when you’re ready.
The goal isn’t perfect attendance. The goal is therapy that actually works for your life. If what we’re doing isn’t working, tell me, and we’ll figure something else out.
Questions or Concerns
💬 Let's Talk About Your Situation
I’m here to work with you, not against you. If you have questions about how this policy applies to your circumstances, or if you’re worried about making an upcoming appointment, reach out.
✉️ Email: sean@introspectuscounselling.ca
📱 Phone/Text: 250-556-4623
When you book your first session, we’ll review this policy together and you’ll have a chance to ask any questions before agreeing to these terms.
Related Information
→ Fees, Billing & Insurance Information
Learn about session costs, payment methods, and insurance coverage
→ Informed Consent
Understand your rights and responsibilities as a client
→ What should I expect in my first therapy session?
Get prepared for your first appointment
→ Does my insurance cover a Canadian Certified Counsellor (CCC)?
Find out if your benefits cover counselling services
→ What if I can’t afford regular weekly sessions?
Explore options for making therapy more accessible
→ Contact Introspectus Counselling
Get in touch with questions or to book by phone