Cancellation Policy

1. Notice Requirement

We require at least 24 hours advance notice for all appointment cancellations or rescheduling requests.

• Cancellations made with 24+ hours notice will not incur any fees
• You may reschedule to another available time slot at no charge
• Notice must be provided during business hours (not including weekends or holidays)

2. Late Cancellation Fee

Cancellations made with less than 24 hours notice are considered late cancellations:

• A flat fee of $20 will be charged for late cancellations
• This fee applies to both insurance-covered and self-pay sessions
• Insurance does not cover late cancellation fees
• The fee will be charged to the payment method on file

3. No-Shows

If you miss an appointment without providing any notice, it is considered a no-show.

• No-shows will be charged a $40 fee
• Insurance does not cover no-show fees
• These fees must be paid before scheduling future appointments
• Repeated no-shows may result in discharge from services

4. Virtual Session Attendance

A "no-show" for virtual telehealth sessions includes:

• Failure to join the video session within 10 minutes of the scheduled start time
• Failure to respond to your therapist's attempts to contact you
• Technical issues on your end that prevent the session (if you did not notify us in advance)

To avoid being marked as a no-show:

• Join the video session on time or within 10 minutes of your scheduled start
• Test your device, camera, and microphone before your session
• Be in a private, quiet location suitable for therapy
• Have your child (if applicable) ready and present at session start
• Ensure you have a stable internet connection

If you experience technical difficulties:

• Contact us immediately at hello@trycallie.com
• Attempt to rejoin the session
• Your therapist will wait up to 10 minutes and attempt to reach you by phone or email
• If contact cannot be established, the session will be marked as a no-show

5. How to Cancel or Reschedule

You can cancel or reschedule through:

• Your patient portal online
• Email: hello@trycallie.com

Note: Emails sent outside business hours are considered received on the next business day for the 24-hour notice requirement.

6. Emergencies

We understand that true emergencies can happen. Cancellation fees may be waived for:

• Medical emergencies (documentation may be required)
• Severe weather conditions or natural disasters
• Unexpected family emergencies
• Sudden illness of the patient

Please contact us as soon as possible. Fee waivers are granted case by case at management's discretion.

7. Therapist Cancellations

If your therapist needs to cancel:

• We will notify you as soon as possible
• We will offer to reschedule at your earliest convenience
• No fees will be charged to you
• We may offer a priority booking option for your next session

8. Recurring Appointments

For recurring weekly appointments:

• The same cancellation policy applies to all sessions
• We recommend setting calendar reminders for your standing appointments
• You may request to pause recurring appointments during vacations or planned absences
• Please provide notice as early as possible for planned time off

9. Excessive Cancellations

Consistent attendance is important for therapy progress. If you have:

• 3 or more late cancellations in a 3-month period
• 2 or more no-shows in a 6-month period
• A frequent pattern of cancellations that prevents consistent therapy

We may discuss whether continuing services is appropriate or require prepayment for future sessions. We want therapy times available for patients who can consistently attend.

10. Insurance

For patients using insurance:

• Insurance does not cover late cancellation or no-show fees
• You are responsible for the full fee ($20 for late cancellation, $40 for no-show)
• These fees are separate from co-pays or deductibles
• Payment must be made directly to Callie Health

11. Fee Summary

12. Contact

If you have questions or need to discuss special circumstances, contact us:

13. Acknowledgment

By booking an appointment with Callie Health, you acknowledge that you have read, understood, and agree to abide by this cancellation policy.