Cancellation & No-Show Policy

Overview

We understand that life is unpredictable and scheduling conflicts can arise. This policy is in place to ensure that appointment times are respected, that our counsellors can serve all clients effectively, and that we can maintain the quality of care you deserve.

1. Cancellation Notice Requirement

We require a minimum of 24 hours' advance notice to cancel or reschedule any appointment, including:

To cancel or reschedule, please contact us by phone, email, or through your client portal at least 24 hours before your scheduled appointment time.

• Individual therapy sessions
• Couples therapy sessions
• Group counselling sessions
• Workshops and seminars

2. Late Cancellation Fee

Cancellations made with less than 24 hours' notice will be subject to a late cancellation fee equal to 50% of the scheduled session fee.

This fee applies to all service types:

Late cancellation fees are not covered by insurance and will be billed directly to the client.

• Individual therapy sessions
• Couples therapy sessions
• Group counselling sessions
• Workshops and seminars

3. No-Show Policy

A "no-show" occurs when a client does not attend a scheduled appointment and does not contact us in advance. No-shows will be charged 50% of the full session fee.

Repeated no-shows (two or more within a 6-month period) may result in a requirement to prepay for future sessions or, in some cases, discharge from the practice.

4. Exceptions & Extenuating Circumstances

We recognize that genuine emergencies happen. Fees may be waived at the discretion of your counsellor in the following situations:

Please contact us as soon as possible to explain the situation. We will always do our best to work with you compassionately.

• Medical emergencies (yours or an immediate family member's)
• Severe weather conditions making travel unsafe
• Sudden bereavement
• Other circumstances deemed appropriate by CLI Counselling management

5. Workshop & Group Session Cancellations

For group sessions and workshops, please note the following additional considerations:

• Group session spots are limited — late cancellations may prevent another client from accessing care.
• Workshop registrations cancelled with less than 24 hours' notice are non-refundable.
• Registered participants who do not attend a workshop will forfeit their registration fee in full.

6. How to Cancel or Reschedule

You may cancel or reschedule your appointment by:

Voicemail messages left outside of business hours are accepted as valid notice, provided they are received at least 24 hours before the appointment.

• Phone: Contact our front desk during business hours
• Email: Send a message to our administrative team
• Client Portal: Log in and manage your appointments online at clicounselling.com

7. Acknowledgement

By booking an appointment with CLI Counselling & Wellness Centre, you acknowledge that you have read, understood, and agree to the terms of this Cancellation & No-Show Policy.

If you have any questions about this policy, please don't hesitate to speak with our administrative team. We are here to support you every step of the way.