Therapy Cancellation Policy
At our STAR, we strive to provide consistent, compassionate care to every client. To help us maintain a smooth and respectful schedule for all, we’ve outlined our cancellation and rescheduling policy below. We appreciate your understanding and cooperation in helping us support the needs of every individual we serve.
As part of STAR’s commitment to providing excellent care and managing our appointment schedule effectively, we require a minimum of 24 Hours notice for any cancellations or changes to your appointment. This policy ensures that valuable appointment times can be offered to other clients in need of therapy services. It also supports accountability for both clients and therapists. Clients who provide less than 24 hours notice, or miss their appointment will be charged a cancellation fee to the card on file.​
​24+ Hours’ Notice
You may cancel or reschedule your appointment at any time through the Jane app without any cancellation fees, provided you give at least 24 hours’ notice.
Less Than 24 Hours’ Notice
If you need to cancel or reschedule within 24 hours of your appointment, please contact our Admin Team by email cancel@starholisticservices.com or phone 226‑272‑1444 (calls or voicemails accepted). Therapists will no longer be able to process cancellations/changes directly to ensure fairness and consistency.
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Please be aware that cancellations with less than 24 hours’ notice—including illness or emergencies—will be charged the full session fee, with no refund to the card on file. This allows us to offer appointment times to other clients who may be in need. We understand that unexpected situations arise. In cases of documented emergencies or illnesses (supported by a doctor’s note), the Admin Team may review your situation and consider waiving cancellation fees or offering a courtesy discount on your next session.
Switching to Virtual Sessions
To help avoid late cancellation fees, you may switch an in-person session to a virtual or phone session with at least one hour’s notice.
Late Arrivals & No-Shows
If you arrive late, your session will still end at the scheduled time. If you are more than 30 minutes late, the session will be marked as a no-show, and the full session fee will apply.
Therapist Cancellations
If a therapist cancels an appointment within 24 hours of the scheduled time, the client will receive a $50 discount on their next session, as part of STAR’s commitment to fairness and accountability. The $50 discount may be waived if the therapist provides documented proof of illness, emergency, or other valid reason for the late cancellation. Such documentation must be submitted to the Admin Team for review and approval.
Substance Use Policy
If a client arrives under the influence, the session will end immediately and the full session fee will be charged. STAR may contact emergency services if necessary for safety.