🤝 Our Commitment to You
At In Therapy, we understand that life happens. We've designed our cancellation and refund policies to be fair, transparent, and supportive of your ongoing mental health journey. Consistency in therapy is important, and we ask that you honor your scheduled sessions just as our therapists dedicate their time to support you.
All policies apply to individual, couples, family, and online sessions. Package clients are subject to the same guidelines, with additional terms noted below.
📅 Cancellation Policy
- 24-Hour Notice Required: You may cancel or reschedule any session up to 24 hours before the scheduled start time at no charge.
- Late Cancellation / No-Show: Cancellations made less than 24 hours before the session, or failure to attend without notice, will be charged at the full session rate.
- How to Cancel: Cancellations must be made through your client portal, by calling our office at (555) 123-4567, or by emailing scheduling@intherapy.com. Text messages or voicemails are not considered official cancellations.
- Therapist-Initiated Cancellations: If your therapist cancels or is unable to attend, your session will be rescheduled at no cost, or you will receive a full refund or credit if a replacement cannot be arranged.
- Repeated No-Shows: Two or more no-shows in a 60-day period may result in a temporary pause in scheduling until a conversation about attendance barriers can be addressed.
💳 Refund Policy
- Eligible Refunds: Refunds are issued for sessions cancelled within the 24-hour window, therapist-initiated cancellations, or administrative errors.
- Processing Time: Approved refunds are processed within 5–7 business days to the original payment method. Bank processing times may vary.
- Method of Refund: Credit/debit card refunds return to the card on file. Gift card or promo credits are reissued as account credit.
- Non-Refundable Items: Assessment fees, intake paperwork processing, and administrative fees are non-refundable once services have begun.
- Insurance Claims: Refunds do not apply to insurance claim denials or co-pay adjustments. We will resubmit claims when appropriate, but final determinations are made by your insurer.
📦 Session Packages & Prepaid Services
Purchasing sessions in advance is a convenient way to commit to your healing journey. The following terms apply to all prepaid packages:
- Sessions in a package retain their full value and do not expire unless otherwise stated at purchase.
- Cancellation and refund policies apply equally to package sessions.
- Unused sessions may be prorated for a refund if requested after 30 days of continuous non-use, minus a 15% administrative processing fee.
- Package transfers to another client are not permitted for confidentiality and billing compliance reasons.
📞 Questions or Concerns?
If you have questions about your specific situation, need an exception reviewed, or want to discuss financial accommodations, please reach out to our billing and care coordination team. We are here to help while maintaining the integrity of our practice and the therapeutic process.
Email: billing@intherapy.com
Phone: (555) 123-4567 (Mon–Fri, 9am–5pm EST)
Office: 123 Wellness Blvd, Suite 200, New York, NY 10001