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Our Policies
At Soul Tree Therapy, we want therapy to feel like a safe, supportive, and respectful space. Our policies are designed with the wellbeing of all our clients in mind, while also helping us maintain a consistent and accessible schedule.
We understand that life happens and that unexpected circumstances can come up. If you need to make a change to your appointment, please reach out to us as soon as possible. We will always do our best to work with you when circumstances arise.
Illness Policy
There may be times when you or your therapist is not feeling well. Your therapist does not actively monitor clients for symptoms; instead, we rely on you to let us know if you are experiencing an illness or symptoms that could be contagious. Your therapist will do the same.
Please do not attend an in-person appointment if:
You are experiencing symptoms of illness, including but not limited to cough, sore throat, congestion, stomach upset, pink eye, or flu-like symptoms.
You have been caring for or in close contact with someone who has an infectious illness.
If you are feeling unwell, please contact your therapist as soon as possible. The expectation is that your appointment will be moved to a virtual session. A mild illness, such as a common cold, is not a reason to cancel a virtual appointment, and we expect your session to continue virtually if you are well enough to participate.
If you are too unwell to participate in therapy, such as being bedridden, hospitalized, or experiencing significant symptoms, please contact your therapist to discuss cancelling and rescheduling your appointment. We will approach these circumstances with compassion and consideration.
This policy helps us protect the health of our clients and therapists while minimizing unnecessary interruptions to your care.
Cancellation & Rescheduling Policy
We understand that plans can change. If you need to cancel or reschedule your appointment, we ask that you provide at least 48 hours’ notice whenever possible.
Providing adequate notice allows us to offer the appointment time to another client who may be waiting for an earlier appointment or trying to access care.
We recognize that emergencies and unexpected circumstances can occur. If something comes up outside of your control, please reach out to us. We consider circumstances on a case-by-case basis and will always aim to respond with compassion and flexibility.
Late Arrivals
We understand that being late can happen, especially when life is busy or unexpected circumstances arise.
If we have not heard from you within 5 minutes of your scheduled start time, we will reach out. If you have not joined the session or contacted your therapist within 20 minutes the remainder of the appointment will be cancelled and the appointment will be considered a no-show, with the applicable no-show fee charged.
If you arrive late but within the first 20 minutes, your session will end at the originally scheduled time. Therapists are unable to extend your session time to attend the appointments of clients who are scheduled after you.
If you know that you are going to be late, please let your therapist know as soon as possible. We understand that unexpected circumstances can happen, and communication helps us know how best to support you.
Why We Have These Policies
We know that cancellation fees can feel frustrating, and our intention is never to create an additional source of stress.
These policies help us maintain a accessible and respectful schedule, ensuring that appointment times remain available to clients who need them. When an appointment is cancelled at the last minute or missed without notice, it is often too late for us to offer that time to another client.
Your appointment is reserved specifically for you, and our cancellation policy helps us honour that commitment while also respecting the needs of other clients seeking care.
Thank you for helping us create a therapy practice that is considerate, accessible, and respectful of everyone’s time and wellbeing.
If you have questions about any of our policies or are unsure about what applies to your situation, please reach out to your therapist. We are happy to talk it through with you.