italk’s Planned Cancellation Protocol:
Planned Cancellations:
Client Vacations:
If a client is going on a planned vacation over 3 weeks, the client must be notified of our policies for cancellation.
The client will be notified in this manner:
“Thank you for notifying us of your planned absence! Because it will be longer than 3 weeks, we are unable to guarantee that your spot will be maintained when you come back. Please give us a call back when you’re back to see how we can schedule afterwards!”
Insurance Reasons:
If a client is planning on cancelling sessions for over 3 weeks due to a insurance reasons such as:
planned change of insurance
insurance complications related to:
- pre-authorization denials
The client will be notified in this manner:
“Thank you for giving us the heads-up about the planned insurance changes. We will do our best to be updated with the insurance as soon as the changes are made to ensure that [Client’s Name] is able to receive services as soon as possible. However, please understand that we are unable to guarantee this time slot after 3 weeks, as it is our protocol to have to forfeit session cancellations exceeding 3 weeks.
We will be able to re-schedule once everything is back on track with insurance!”
Medical Reasons:
If a client is planning on cancelling sessions for over 3 weeks due to a medical reason such as:
surgeries or other medical procedures
reasons to pause sessions due to medical reasons such as pain or severe allergies
These cases will be considered exempt from the policy and will be honored. Clients will be told that their spot will be saved until the expected return time, as long as it is within a reasonable amount of time (case-by-case basis, all decisions are finalized with the Director).