Late Cancellation/No-Show Fees:
If you cancel with less than 48 hours' notice* or do not attend your appointment, you may be charged a $125 fee or forfeit a covered session depending on your account. This policy applies even if your appointment is booked within the 48-hour window and you request a cancellation. The reserved appointment time could have been used for another member seeking care.
For EAP or Covered Sessions:
If you cancel with less than 48 hours' notice or do not attend, one session will be deducted from your remaining covered sessions depending on your account. If you have used all your covered sessions and are paying through your health plan or out of pocket, the $125 fee will apply. The cancellation policy remains the same even if the appointment is booked within the 48-hour window.
No-Show Policy:
You must arrive at your appointment at the scheduled time. Failure to appear in your Zoom session within 5 minutes of the start time will result in the same No-Show or Late Cancellation Fee. Please note that three consecutive cancellations or no-shows may result in the termination of your care. This policy ensures timely care for all members, as filling slots canceled within the 48-hour period is often not possible.
* If your request is urgent and/or not within 48 hours, please email us at urgent@headspace.com with your request.