Dispute Resolution

At In Therapy, we prioritize open communication and mutual respect in all professional relationships. While we strive to prevent misunderstandings through clear policies and consistent client/provider alignment, we recognize that disputes may occasionally arise.

This policy outlines our structured approach to resolving disagreements involving clients, therapy providers, administrative staff, or third-party partners. Our goal is to address concerns promptly, maintain the highest standards of care, and preserve trust throughout the process.

1. Direct Communication

   Most concerns are resolved informally. Clients or providers are encouraged to discuss the issue directly with the relevant party or their assigned care coordinator within 3 business days of the incident.

2. Formal Written Submission

   If informal resolution is unsuccessful, submit a written complaint via email or our secure portal. Include relevant dates, session details, and desired outcomes. All submissions are acknowledged within 24 hours.

3. Internal Review & Mediation

   Our Compliance & Care Team conducts an impartial review, consulting clinical supervisors and relevant documentation. A mediation session may be scheduled to facilitate constructive dialogue.

4. Final Decision & Documentation

   Within 10 business days of formal submission, a written resolution is provided. Outcomes may include session adjustments, provider reassignment, service credits, or policy clarifications. All records remain confidential per HIPAA guidelines.

This dispute resolution process applies to:

• Service delivery and scheduling conflicts
• Communication breakdowns between clients and providers
• Billing discrepancies or payment concerns
• Platform or technical support issues

Please note that this internal process does not waive or limit your right to seek external mediation, file a complaint with a licensing board, or pursue legal remedies where applicable. In Therapy strongly encourages amicable resolution before escalation.