Practice Policy

Cancellation & No-Show Policy

What to expect if you need to cancel, reschedule, or miss an appointment.

Policy last updated 11/2/2026.

Payment Before Your Visit

For self-pay visits, the card on file in your patient portal is charged the full visit fee 24 hours before your appointment. We'll send a reminder about 48 hours before your visit, so you'll know the charge is coming.

If the charge doesn't go through, we'll text you right away so you can update your card in the portal. Once it's updated, we'll re-attempt the charge, still aiming for 24 hours before your visit. If the card isn't updated by 12 hours before your visit, the appointment could be cancelled, and we'll help you reschedule. A cancellation for an unpaid visit is not charged a fee.

Insurance patients: the $75 late-cancellation/reschedule and $100 no-show fees below still apply, since your appointment slot is reserved either way. Any fee, along with your copay or coinsurance, is charged through your Headway or Osmind billing account rather than prepaid in advance.

Cancelling or Rescheduling

When a fee applies to a prepaid visit, we keep the fee and refund the rest of your payment to your card. Refunds usually post within 5 to 10 business days, depending on your bank.

What Counts as a No-Show

• Not attending your appointment without cancelling.
• Joining more than 15 minutes after your scheduled start time.
• Not being ready for a telehealth visit: no working internet or video, or not being in a private location where we can legally treat you (for example, out of state). Please test your connection and be ready a few minutes early.

Your appointment time is reserved only for you, and a late cancellation or missed visit is time another patient could have used.

When There's No Fee

• We cancel or reschedule your visit, or a technical problem on our side prevents the visit. Any prepayment is refunded in full.
• Emergencies and medical or clinical situations, which your provider can waive at her discretion.

Repeated Missed Appointments

Consistent attendance matters for good psychiatric care. Repeated late cancellations or no-shows will be reviewed with you and may lead to discharge from the practice under our Termination of Care policy.

Packages & Memberships

The same policy and fees ($75 late cancellation or reschedule, $100 no-show) apply to visits scheduled under a package or membership.

• Each visit package (Foundations, Momentum, Trailhead, Summit) includes one waived no-show fee.
• Pure Life Membership includes one waived no-show fee per quarter (up to 4 per year).
• Package and membership waivers replace the standard once-per-12-months no-show waiver. They do not add to it.

Discontinuing a Package Early

If you discontinue care before using all package visits, visits already used are recalculated at the standard single-visit rate ($200 for follow-up visits, $175 for therapy sessions), a $50 cancellation fee is applied, and the remaining balance is refunded (never less than $0).

Example: if you paid $580 for Trailhead and used 2 of your 4 sessions, your refund would be $580 − (2 × $175) − $50 = $180.

Cancelling a Membership

Pure Life Membership can be cancelled anytime. Cancellation takes effect at the end of your current billing month, and you retain that month's included visit through the end of the period. The included visit does not roll over to future months, and no partial-month refunds are issued.

Full Terms

Complete package and membership terms, including expiration windows and combinability with insurance or promotions, are on our Pricing & Insurance page.