Appointment cancellation & rescheduling policy

Please review before booking your session.

We are committed to providing exceptional care and support to each of our clients. We understand that life is unpredictable and sometimes appointments cannot be kept. We also recognize the importance of maintaining a reliable and efficient service for all who seek our help.

This policy is about mutual respect and consideration. When a session is booked, your counsellor dedicates that time exclusively to you, preparing to meet your specific needs. Missed appointments without appropriate notice can lead to an underutilization of our resources, potentially delaying care for individuals who could have benefitted from that time slot. Advising us in advance if you are unable to attend a session allows us to reallocate that time to someone in need, perhaps someone who is in urgent need of support.

The policy

A full 24 hours' notice is required to cancel or reschedule an appointment. Clients are invited to contact their counsellor directly by email, or to leave a message on the clinic's voicemail, if they would like to adjust their appointment.

• Cancelling or rescheduling with less than 24 hours' notice is billed at half the amount of the appointment. This also applies to same-day bookings that are subsequently cancelled.
• Clients who do not provide notice and fail to attend a scheduled appointment (a "no show") are billed the full amount of the missed appointment.
• Fees for missed appointments are collected from the credit card provided at the time of booking, and cannot be submitted for insurance reimbursement.

Extenuating circumstances

Please let your counsellor know as soon as possible if you were unable to attend an appointment due to a reason beyond your control, such as a medical emergency, a death in the family, or a natural disaster. You will not be billed if an appointment is missed due to an extenuating circumstance.

Reminders

Clients receive emailed appointment reminders through their client profile in the Jane App booking system, sent out two days before their appointment. If you require clarification about the date or time of your next appointment, please contact us at info@mvic.ca or reach your counsellor by email.

Your cooperation profoundly impacts the quality of care we can provide, and helps us extend that same quality of care to our wider community. Thank you for helping us create a caring and responsible environment for all.