In every cancellation policy there are some key elements that need to be included.
Time frame
The amount of time in which a client must provide notice of the cancellation is a cornerstone of the policy. This lets the client know how far in advance they must communicate in order to avoid a late cancellation fee. This can be 24 hours, 48 hours, 72 hours, or even up to a week for some therapists. You must decide on an amount of time that protects your schedule while remaining fair to your clients.
Fee
The fee amount that will be charged must be clearly stated in the policy. If a client does not show up or cancels within the listed time frame, that fee will be charged to the client. Fees can vary widely according to each therapist’s policy. Some charge full session fees, some charge half of a session fee, some charge a percentage of the session fee, and others will charge some other form of flat rate. You want to select a fee that gives appropriate value to your time but feels fair.
A good emotional test for your cancellation fee is that it protects you from resentment about how much you get paid, but you also don’t feel guilty about how much you are charging the client. You should consider the population you work with and what might be reasonable when setting the cancellation fee.
Exceptions
You will need to determine if there are any exceptions to your cancellation policy. The most common version of this is for emergencies. You can determine in your policy what you consider an emergency and make that clear to the client. For example, a trip to the hospital or a car accident may count as an emergency, but double booking a work meeting may not count. When these exceptions arise, the fee would be waived.
One-time waivers
Think of one-time waivers as a sort of freebie. The first time a client no-shows or cancels without enough notice, they would not have to pay their fee. Therapists will show this as an act of trust building and goodwill with clients. It can also act as a reminder that the next time they violate the cancellation policy, they will incur a fee. Some therapists make this their only exception, some therapists add this in addition to emergency exceptions, and some therapists won’t offer this option at all.
Rescheduling options
Rescheduling can occur in multiple ways. You can charge a full cancellation fee even if the client reschedules. You could offer to see the client if you have space to reschedule them in that same week. You can offer to see them with telehealth instead of in person. In this case, you must define their location, and ensure you are in compliance with local telehealth laws. If you cancel as the therapist, you should offer rescheduling options and never charge a fee in those cases.
Client’s name and signature
The client's name and signature at the bottom of the cancellation policy serve as their formal acknowledgment of the policy. This can be useful if any later disputes arise. This should be delivered in writing, along with the other informed consent documents that are provided to the client prior to the first therapy appointment.
