We understand that life happens and sometimes you need to cancel or reschedule your therapy session. At Pleiades, we've established cancellation policies that balance respect for both clients' and therapists' time while providing flexibility when needed. This guide will help you understand our policies for cancelling, rescheduling, and missing sessions.
Standard Cancellation Policy
Our standard policy requires 24 hours' notice for cancellation or rescheduling of appointments. This timeframe allows therapists to potentially offer the slot to another client and adjust their schedule accordingly.
When you cancel with at least 24 hours' notice:
- No cancellation fee will be charged
- You can reschedule for another available time
- If you've prepaid, the session credit remains in your account
Late Cancellations and No-Shows
Late Cancellation Policy
Cancellations made with less than 24 hours' notice are considered late cancellations. For late cancellations:
- You will be charged a late cancellation fee, typically 100% of the session fee
- If you use insurance, you may be responsible for the full session fee, as insurance typically doesn't cover missed appointments
No-Show Policy
If you miss your appointment without any cancellation notice ("no-show"):
- You may be charged the full session fee
- Insurance will not cover missed appointments
- Repeated no-shows may affect your standing with your therapist
How do I cancel or reschedule a session?
You can cancel or reschedule your appointment through several convenient methods:
- Through your dashboard: Log in to your Pleiades account, go to "Upcoming Appointments," and select "Reschedule" or "Cancel"
- Messaging system: Send a message to your therapist through our secure messaging system
- Email: Use the cancellation button in your confirmation email
Whichever method you choose, you'll receive a confirmation of your cancellation or rescheduled appointment.
Important Note:
Sending a message through our system does not automatically cancel your appointment. You must receive confirmation that the appointment has been cancelled or use the cancel/reschedule function directly.
What if I have an emergency situation?
We understand that genuine emergencies happen. In cases of documented emergencies or sudden illness:
- Cancel as soon as possible, even if it's within the 24-hour window
- Contact your therapist or our support team to explain the situation
- Provide documentation if possible (doctor's note, emergency services record, etc.)
Cancellation fees will be waived for genuine emergencies at the discretion of Pleiades. Each situation is evaluated individually.
Examples of emergency situations that may qualify for waived fees:
- Sudden illness or injury requiring immediate medical attention
- Family emergency such as death or hospitalization
- Natural disasters or severe weather events
- Documented transportation failures (car accident, major public transit shutdown)
What if my therapist needs to cancel?
Therapists are held to the same professional standards:
- If your therapist cancels with less than 24 hours' notice, You'll be given priority when rescheduling
- In case of therapist emergencies or illness, you'll be notified as soon as possible and offered alternatives
Best Practices for Managing Appointments
- Set calendar reminders for your sessions
- Enable Pleiades appointment notifications (email or text)
- Schedule sessions at times when you're consistently available
- If you know in advance that you might need to cancel, let your therapist know during your previous session
- Consider video sessions if travel or commuting often causes cancellations
What if I frequently need to cancel or reschedule?
If you find yourself frequently needing to cancel or reschedule:
- Discuss this pattern with your therapist
- Consider alternative session times that might work better with your schedule
- Explore different session formats (shorter sessions, video sessions instead of in-person)
- Your therapist may suggest a different session frequency if weekly sessions are difficult to maintain
Consistency is important in therapy, and establishing a regular rhythm of sessions typically leads to better outcomes.
How are cancellation fees charged?
If a cancellation fee applies:
- The fee will be charged to your payment method on file
- You'll receive an email notification of the charge
- The charge will appear on your statement as "Pleiades - Late Cancel Fee" or similar
- A receipt will be available in your billing history
If you believe a cancellation fee was charged in error, please contact our support team within 7 days of the charge.
Insurance and Cancellation Fees:
Please note that insurance plans do not cover missed appointments or late cancellation fees. These charges will be your direct responsibility.
Can cancellation fees be disputed?
If you believe a cancellation fee was charged incorrectly:
- Contact our support team at support@pleiadesmh.com
- Provide the date and time of the appointment in question
- Explain why you believe the fee should not apply
- Include any supporting documentation
Our team will review your case and respond within 2 business days. While we review each situation individually, we generally follow the policies outlined above.
What if I need to cancel my therapy entirely?
If you need to discontinue therapy:
- We recommend discussing this decision with your therapist during a session when possible
- Cancel any future appointments through your dashboard
- Send your therapist a message through our secure system
- Consider whether a reduced session frequency might be an alternative to stopping completely
You're welcome to return to Pleiades anytime in the future, and your account and records will remain accessible to you.
Remember:
Therapy works best with consistency. While our cancellation policy exists to protect both clients and therapists, the most important aspect is maintaining regular attendance to support your mental health journey. If scheduling is consistently challenging, talk to your therapist about finding a sustainable rhythm that works for your life circumstances.