Introduction

FamilyTime Centers maintains fair and transparent policies regarding appointment cancellations, rescheduling, and payment refunds. Our guidelines protect both clients and therapists while ensuring consistent service delivery in accordance with California business practices and professional therapy billing standards.

Appointment Scheduling and Confirmation

Booking Process: Appointments are scheduled through:

• Our secure online booking system

• Direct contact with administrative staff

• Coordination with your assigned therapist

• Recurring appointment arrangements for ongoing therapy

Confirmation Requirements: All appointments require:

• Client confirmation at least 24 hours prior to session

• Current contact information and emergency contacts

• Payment method on file for session fees

• Technical requirements confirmed for telehealth sessions

Schedule Changes: Modifications to regular appointments:

• Must be requested at least 48 hours in advance

• Subject to therapist availability and schedule constraints

• May require adjustment to treatment planning timeline

• Should be discussed with your therapist for clinical appropriateness

  
  
  

Cancellation Policies

Advance Cancellation (24+ Hours Notice):

• No cancellation fees apply

• Full refund for pre-paid sessions

• Priority rescheduling within the same week when possible

• No impact on ongoing treatment plans or payment arrangements

Short Notice Cancellation (Less than 24 Hours):

• 50% of session fee may be charged

• Limited refund eligibility for pre-paid sessions

• Rescheduling subject to therapist availability

• May impact treatment continuity and progress

Same-Day Cancellation:

• Full session fee typically charged

• No refund for pre-paid sessions except in emergency circumstances

• Rescheduling may not be possible within the same week

• Discussion with therapist about impact on treatment goals

Emergency Cancellations: Genuine emergencies may qualify for fee waivers:

• Medical emergencies requiring immediate attention

• Family crises or deaths

• Natural disasters or severe weather conditions

• Technology failures preventing telehealth sessions

• Documentation may be required for fee waiver consideration

  
  
  

No-Show Policy

Definition: No-show appointments occur when:

• Client fails to attend scheduled session without notice

• Client does not join telehealth session within 15 minutes of start time

• Client cannot be reached at scheduled appointment time

• Technology issues prevent session completion without advance notice

No-Show Fees:

• Full session fee charged for all no-show appointments

• Administrative fee may apply for repeated no-shows

• No refund eligibility for pre-paid sessions

• Insurance will not cover no-show fees

Repeated No-Shows: Multiple no-show appointments may result in:

• Requirement for advance payment before scheduling

• Modification of treatment frequency or approach

• Discussion about treatment engagement and barriers

• Potential termination of services after multiple incidents

  
  
  

Payment and Refund Policies

Payment Due Dates:

• Payment due at time of service unless other arrangements made

• Pre-payment required for clients with payment history issues

• Insurance copayments due at time of service

• Outstanding balances must be resolved before scheduling additional appointments

Refund Eligibility:

• Cancelled sessions with 24+ hours notice: Full refund

• Cancelled sessions with less than 24 hours notice: Partial refund consideration

• No-show appointments: No refund available

• Emergency cancellations: Case-by-case evaluation

Refund Processing:

• Refunds processed within 5-10 business days

• Refunds issued to original payment method when possible

• Administrative fees may apply for refund processing

• Written refund requests may be required for large amounts

Pre-Paid Session Packages:

• Discounted rates available for pre-payment of multiple sessions

• Cancellation policies apply to individual sessions within packages

• Unused sessions may be refunded with 30-day written notice

• Package expiration dates apply and must be respected

  
  
  

Insurance and Third-Party Payment Considerations

Insurance Claims:

• Insurance will not reimburse for cancelled or missed appointments

• Clients remain responsible for all cancellation and no-show fees

• Insurance pre-authorization may be affected by frequent cancellations

• Claims submission may be delayed by appointment changes

Employee Assistance Programs (EAP):

• EAP benefits may have specific cancellation requirements

• Missed appointments may affect remaining EAP session allotments

• Advance notification to EAP may be required for cancellations

Flexible Spending and Health Savings Accounts:

• HSA/FSA funds may be used for legitimate appointment fees

• Cancellation fees may not be eligible for HSA/FSA reimbursement

• Documentation required for expense substantiation

  
  
  

Rescheduling Guidelines

Standard Rescheduling:

• Same-week rescheduling prioritized when possible

• Alternative appointment times offered based on availability

• Recurring appointments may need permanent schedule adjustments

• Group therapy sessions may have limited rescheduling options

Priority Rescheduling: Priority given to:

• Emergency cancellations with documentation

• Medical appointments that cannot be scheduled at other times

• Court appearances or legal obligations

• Educational or work conflicts that cannot be avoided

Rescheduling Limitations:

• Therapist vacation and training schedules may limit options

• High-demand appointment times may not be available

• Telehealth technical requirements must be met for rescheduled sessions

• Group sessions cannot typically be rescheduled for individual participants

  
  
  

Special Circumstances and Exceptions

Medical Emergencies:

• Hospitalization or serious illness may waive all fees

• Documentation from healthcare provider may be required

• Treatment plan adjustments made as clinically appropriate

• Coordination with medical team when beneficial for treatment

Family Emergencies:

• Death in immediate family qualifies for fee waiver

• Serious family illness may qualify for consideration

• Documentation may be requested for fee waiver approval

• Treatment planning adjusted for grief and family stress

Natural Disasters and External Circumstances:

• Weather emergencies that prevent safe travel

• Power outages affecting telehealth capability

• Public transportation disruptions

• Government-ordered closures or restrictions

Technology Issues:

• Platform failures on provider end result in full fee waiver

• Client technology issues may not qualify for fee waiver

• Internet service provider outages evaluated case-by-case

• Backup communication methods attempted when possible

  
  
  

Group Therapy and Specialized Program Policies

Group Session Cancellations:

• 48-hour notice required for group session cancellations

• Group dynamics affected by frequent member cancellations

• Make-up sessions typically not available for group participants

• Partial refunds considered for multi-session group programs

Intensive Programs:

• Multi-day or intensive programs have specific cancellation policies

• Advance payment typically required for intensive services

• Medical documentation may be required for refunds

• Partial completion may affect certification or program benefits

Couples and Family Therapy:

• All participants must agree to cancellation for fee waiver

• Individual participant cancellation may result in individual session

• Family dynamics considerations affect rescheduling decisions

• Communication about cancellations should include all participants when possible

  
  
  

Financial Hardship Considerations

Payment Plans:

• Cancellation fees may be added to existing payment plans

• Hardship modifications available on case-by-case basis

• Documentation of financial circumstances may be required

• Alternative payment arrangements considered for exceptional circumstances

Sliding Scale Clients:

• Proportional cancellation fees based on sliding scale percentage

• Financial hardship documentation updated annually

• Emergency fee waivers more readily considered

• Community resource referrals provided when appropriate

  
  
  

Dispute Resolution Process

Internal Review:

• Discuss cancellation concerns with administrative staff

• Therapist consultation for clinical considerations

• Supervisory review for complex situations

• Written documentation of dispute resolution decisions

Appeal Process:

• Written appeals considered within 30 days of disputed charge

• Clinical director review for appeal decisions

• External mediation options available for unresolved disputes

• Professional licensing board complaints remain client right

  
  
  

Communication and Documentation

Cancellation Communication:

• Email notification preferred for documentation

• Phone calls accepted but followed by written confirmation

• Text messages acceptable for urgent same-day situations

• Administrative staff available during business hours for assistance

Record Keeping:

• All cancellations and no-shows documented in client records

• Pattern analysis for treatment planning adjustments

• Insurance communication about appointment adherence

• Quality improvement data collection and analysis

  
  
  

Contact Information

For questions about cancellation policies, payment arrangements, or to request fee waivers, contact:

• Email: Support@familytimecenters.com

• Phone during business hours for urgent cancellations

• Administrative staff available for payment plan discussions

• Clinical staff available for treatment-related scheduling concerns

We understand that life circumstances sometimes require schedule changes and strive to balance flexibility with the need to maintain consistent, professional services for all clients.