Cancellation Policy

As part of STAR’s commitment to providing excellent care to our clients and managing our appointment schedule effectively, we require a minimum of 48 hours' notice for canceling or rescheduling any session. This policy ensures that valuable appointment times can be made available to other clients in need of therapy services. To uphold accountability for both clients and therapists, a cancellation penalty (as outlined in the level system) will apply to sessions canceled with less than 48 hours' notice. This penalty will be enforced for both the client and the therapist, as agreed to in the Cancellation Policy.

 

Cancellation & Rescheduling Policy

Clients must provide a minimum of 48 hours' notice to cancel or reschedule an appointment without incurring a cancellation fee. Cancellations made with less than 48 hours’ notice will incur a cancellation penalty as outlined in the Client Cancellation Policy & Levels section.

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STAR encourages clients to consider switching their in-person session to a virtual or phone session to avoid a late cancellation penalty. A minimum of one (1) hour’s notice is required to change the session format, allowing adequate time for therapists to make necessary adjustments.

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In cases of documented emergencies (e.g., a medical emergency with a doctor’s note), STAR reserves the right to review and, at its discretion, reimburse the cancellation fee.​​

 

Client Cancellation Policy & Levels

48+ Hours Notice: Clients may cancel, reschedule, or change session type via the Jane app without requiring direct contact with STAR Holistic Services Inc. There is no cancellation penalty for appointments canceled, rescheduled, or modified with at least 48 hours' notice.

Less than 48 Hours Notice: Clients must contact us directly by either:

• Emailing admin@starholisticservices.com

• Calling 226-272-1444 and leaving a voicemail

  • voicemails and emails are timestamped for accountability

Cancellation Levels:

For cancellations made with less than 48 hours’ notice, a penalty fee will be applied to the client’s authorized payment method as follows:

• Level 1: Cancellation with 24 to 48 hours’ notice – 15% of session fee charged

• Level 2: Cancellation with 12 to 24 hours’ notice – 30% of session fee charged

• Level 3: Cancellation with 3 to 12 hours’ notice – 50% of session fee charged

• Level 4: Cancellation with 1 to 3 hours’ notice – 75% of session fee charged

• Level 5: Cancellation with less than 1 hour’s notice or "No-Show" – 100% of session fee charged

 

Therapist Cancellation Policy & Levels

If a therapist cancels a session, clients will receive a cancellation notice through the Jane app and/or via email. Our administrative team may also reach out via email or phone call as necessary.

If a therapist cancels an appointment within 48 hours of the scheduled time, the client will receive a discount on their next session as follows:

• Level 1: Cancellation with 24 to 48 hours’ notice – 15% discount on next session

• Level 2: Cancellation with 12 to 24 hours’ notice – 30% discount on next session

• Level 3: Cancellation with 3 to 12 hours’ notice – 50% discount on next session

• Level 4: Cancellation with 1 to 3 hours’ notice – 75% discount on next session

• Level 5: Cancellation with less than 1 hour’s notice or "No-Show" – Next session is free

 

No Show Policy

Clients who fail to provide notice and do not attend their scheduled appointment ("No-Show") or who arrive more than 30 minutes late will be charged the full session fee.

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Late Arrival Policy

Clients arriving late for their appointment will not receive an extension beyond the originally scheduled session end time. For example, if a session is scheduled for 2:00 PM for 50 minutes and the client arrives at 2:10 PM, the session will still conclude at 2:50 PM.

If a client has not arrived within 30 minutes of the session’s scheduled start time, the session will be marked as a "No-Show," and the full session fee will be charged.

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Substance Use Policy

If a client appears to be under the influence of alcohol or other substances, the session will be canceled immediately, and the client will be charged the full session fee. Additionally, STAR reserves the right to contact emergency services or relevant support resources to ensure the client’s safety, at the client’s expense.