Zenith Counselling’s Cancellation Policy

Before 24-hours Policy

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This is the ideal option in the event that you’re no longer able to attend a scheduled appointment. Giving as early an update as possible is preferable as it allows us to support other clients. This also prevents a charge from being placed on your file for late cancellation/no-show. Feel free to cancel, reschedule or restructure your existing appointment through our scheduling service or contact our team directly.

Within 24-hours Policy

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If a scheduled appointment is cancelled within 24 hours of the start of that appointment, the full cost of the session will be applied to your account due to the late cancellation. However, there are exceptions (see below) that we are willing to honour as we can understand certain circumstances will take precedence over counselling. You can adjust your appointment or contact our team to request an exception.

No-Show Policy

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A missed appointment will result in the full cost of the session being applied to your account. Missed appointments occupy the time of our counsellors which could have been used to support another client or restructure their own schedule ahead of time. We welcome you to book another appointment if you have missed an appointment without advance notice. However, a pattern of missed appointments may prohibit the opportunity for additional appointments.

Exceptions

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Of course, much of life is totally outside of our control. We get it. If a crisis or unforeseen situation arises preventing you from committing to a scheduled appointment, definitely reach out to our team and let us know. If there is some way that we can structure appointments to accommodate for your schedule, we are more than willing to work with you. We recommend creating backup plans on weeks where your appointment is scheduled to prevent potential conflicts.

Restructured Appointments

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The COVID-19 pandemic has taught us that we must be able to adapt and accommodate when it comes to supporting our clients. We have the capability to adjust your scheduled in-person appointment to a phone or video counselling session. Please contact us or click here to restructure your appointment.