REFUND & CANCELLATION POLICY
Oakline Therapy and Wellness is committed to providing ethical, transparent, and client‑centered care. The following policy outlines important information regarding fees, cancellations, refunds, and insurance considerations to help clients make informed decisions about their services.
Fees & Insurance
All counselling and assessment services are offered on a fee‑for‑service basis. Payment is due at the time of the session unless other arrangements have been made in advance. Clients receive detailed receipts that may be submitted to insurance providers for potential reimbursement. Coverage varies by plan, and clients are responsible for confirming:
- Whether services by a Registered Social Worker are covered
- Annual benefit limits
- Requirements for referrals or pre‑authorization
- Exclusions for missed or late‑cancelled appointments
- Most insurance providers do not reimburse fees for missed or late‑cancelled sessions.
- Once a counselling session has taken place, fees are non‑refundable.
Cancellation and Missed Appointments
- A minimum of 24 hours’ notice is required to cancel or reschedule a counselling appointment.
- Cancellations with less than 24 hours’ notice will be charged the full session fee
- Missed appointments (no‑shows) will also be charged the full session fee
- These fees cannot be billed to insurance
- This policy ensures fairness and respects the time reserved exclusively for each client.
Emergency Circumstances
Oakline Therapy and Wellness understands that emergencies may occur. In cases such as sudden illness or urgent, unforeseen events, exceptions to the cancellation policy may be considered. Exceptions are reviewed case‑by‑case at the clinician’s discretion. Exceptions are not guaranteed. Clients are encouraged to notify the clinician as soon as possible if an emergency arises.
Virtual Sessions & Technical Issues
Clients are responsible for ensuring a stable internet connection and a private, confidential environment for virtual sessions. If a session cannot proceed due to a technical issue on the clinician’s end, no fee will be charged or a full refund will be issued. If technical difficulties on the client’s end prevent or significantly limit the session, it may be considered a late cancellation and subject to the full session fee
Prepaid Sessions & Refunds
Refunds for prepaid services are available only for unused sessions. Requests are reviewed individually, and any completed sessions will be deducted from the refunded amount.
SAFE (Structured Analysis Family Evaluation) Home Study Services.
SAFE Home Study services are specialized professional assessment services and differ from counselling. Fees reflect the extensive professional time required for:
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- Intake and preparation.
- Document review.
- Interviews.
- Collateral contacts.
- Analysis and evaluation.
- Documentation and report writing.
- Fees are not contingent on approval or placement outcomes.
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Because of the significant preparation involved, fees become non‑refundable once any part of the SAFE Home Study process has begun, including document review or the first scheduled interview. A minimum of 48 hours’ notice is required to cancel or reschedule SAFE Home Study appointments. Late cancellations or missed appointments may result in additional fees.
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SAFE Home Study services are not eligible for insurance reimbursement.
Policy Agreement
- By booking services with Oakline Therapy and Wellness, clients acknowledge that they have read, understood, and agreed to this Refund & Cancellation Policy. These guidelines ensure fairness, uphold professional standards, and support the delivery of consistent, high‑quality care.