Cancellation Policy
To protect our therapists from burnout, we limit daily bookings to the recommended number of clients and enforce a firm late-cancellation policy. Cancellations with less than 24 hours' notice are charged the full appointment fee, as this notice period allows us to offer the appointment time to someone else.
Why Do We Have Strict Cancellation Policies?
We understand that no one enjoys paying cancellation fees however, our policies exist for important reasons:
1. They help us stay open and sustainable
Our therapists are paid regardless of whether clients attend appointments or not. They cannot overbook to make up for last-minute cancellations without risking burnout. Like any business, we have ongoing costs that don't disappear when someone doesn’t attend an appointment without notice. If cancellation fees weren’t enforced, our ability to continue serving the community would be at risk.
2. They lead to better attendance and access
When cancellation fees are in place, clients are more likely to attend appointments or cancel with enough notice for someone else to take the spot. A late cancellation affects three people:
- Your clinician, who prepared for your session
- Another client who could have had the appointment
- You, by missing an opportunity to receive support
3. They ensure fairness for everyone
Our no-exceptions policy avoids placing our team in the uncomfortable position of judging whose reason for cancelling is more valid. This ensures fairness—especially for clients who may be less able to advocate for themselves due to disability, literacy, education, or anxiety.
(Fun fact: health professionals are the most likely to argue against cancellation fees!)
4. They are transparent and informed by consent
We clearly communicate our policies upfront - on our website, service agreements, and appointment reminders. When you book an appointment with Sage House, you’ll receive an email confirmation immediately after and a text reminder 24 hrs prior to your appointment. By making an appointment with Sage House, you agree to our cancellation policy, including the fee for cancellations made with less than 24 hours’ notice. Of course, you’re free to choose another provider if our terms don’t align with your needs or values.