At Serenity & Soul Healing Therapy, we understand that things unexpectedly happen. However, out of respect for your counsellor and other clients on the waitlist, we require a minimum of 48 hours notice for cancellations or rescheduling.

A late cancelled appointment or no show impacts yourself, your counsellor and another client who may have needed an urgent appointment or on the waitlist to book.

Cancellation Fees:

• Less than 48 hours notice: subject to 50% of session fee
  ($85.00 individual, $97.50 couples)

• No Show/Less than 12 hours notice: subject to 100% of session fee

Cancelling and Rescheduling: To cancel or reschedule prior to 48 hours of your scheduled appointment, please log in to your Jane account. If you are not able to cancel on the app, this means you are outside of the cancellation window. Please email your counsellor at their direct email address as soon as possible.

Late Arrivals: Arriving more than 15 minutes late will result in a shortened session and subject to 100% of session fee. The session will end at the originally scheduled time.

Booking and Insurance: A valid credit card is required to book all appointments even if your sessions are covered by NIHB or Victim Services. If applicable, please provide your NIHB Treaty # or Victim Services approval letter at the time of booking.

Please Note: Counselling appointments are similar to medical and dental appointments. Consistent attendance is crucial for successful therapy.

Thank you for your understanding and cooperation.