The client is expected to attend each scheduled session on time. A cancelled or delayed appointment delays our work and can negatively impact other clients.  Since your appointments involve the reservation of time specifically for you, and out of respect for your therapist and our other clients, a minimum of 24 business hours notice is required for rescheduling or cancelling an appointment. We appreciate more than 24 business hours notice, when possible, as we can then make that time available to other clients. Therefore, if you should know before the required 24 business hour notice that you will not be able to attend your session, PLEASE email your therapist directly (Emails are listed on our website) so that we have time to fill your slot and can put another client in your space that may need it. The more time, the better for the therapist and other clients who are in need. Cancellations are accepted by direct email to your therapist only.

A late cancel or no-show appointment hurts at least three people: you, your therapist, and another client who could have potentially utilized your time slot. Therapy sessions are scheduled in advance and are a time reserved exclusively for our clients. When a session is cancelled without adequate notice, we are unable to fill this time slot by offering it to another current client, a client on the wait list, or a client with a clinical emergency.


The only exception to this cancellation policy is in the event of a serious or contagious illness or emergency. We offer one grace for these purposes every six months. Some examples of emergencies are car accidents, deaths in the family or extreme illness. Work issues do not constitute emergencies. This cancellation policy also applies even if missing the appointment was an unintentional act. In the event of prohibitive weather or a minor illness, we can conduct the session on the phone or video. If both parties in a couple cannot attend, consider having one come alone instead of cancelling altogether and wasting the slot.


Frequent cancellations (3 or more in 6 months or 2 consecutive) and/or missed appointments (no show) may result in the termination of treatment. If you have arranged with your therapist to have recurring appointments, the next recurring appointment will stay in the calendar. Therefore, please email your therapist directly if you choose to cancel that appointment to avoid a second No Show/Late Cancel.

Although ML Family Counselling may send you text or email reminders about upcoming appointments, this is done as a courtesy and only if you consent to receive such communications by providing us with your email address and cell phone number. It remains your sole responsibility to keep track of and timely attend all scheduled therapy appointments, whether or not, you receive the text or email reminder. It is your responsibility to inform the office if your phone number or email has changed. After 2 consecutive cancellations or no shows, you may not be able to schedule another appointment and may be referred to another provider.


No-Show Fees:  Anytime you fail to attend a scheduled appointment without giving appropriate prior notice of cancellation, you will be charged the full session fee for the no show session. The credit card information or other payment information you previously provided will be used to process this payment. By providing us with your credit card information or booking an appointment, you consent to this policy. Multiple no-shows will result in the termination of therapy.

Late Cancellation Fees:  Any session that is missed by cancelling less than 24business hours in advance will be charged the full session fee. You will be charged even if the cancellation is work related and even if you rescheduled the appointment. The credit card information you previously provided will be used to process this payment. By providing us with your credit card information or booking an appointment, you consent to this policy. Multiple late cancellations will result in the termination of therapy.

You should note that insurance companies generally do not reimburse for missed appointments.


The full session fee will be charged when you miss or cancel an appointment without giving 24 business hours advanced notice. This means that if an appointment is scheduled for 3:00 pm on a Tuesday, notice must be given by 3:00 pm on Monday at the absolute latest. Note that if your appointment is on a Monday, the cancellation needs to be provided no later than the prior Friday, by your appointment time, to be considered proper 24 business hour notice.  Cancellations are accepted by direct email to your therapist only (email addresses are listed on our website).


Your wait time is kept to a minimum. Due to the length of time provided for each appointment, it is critical that you arrive on time for your appointments. If you are more than 15 minutes late to your appointment, we will have no choice but to reschedule your appointment and you will be responsible for the full session fee.

Everyone is Welcome