Cancellation & Missed Appointments Policy

Last updated: September 1st, 2025

Applies to: All services delivered by Serena Ewe. All times are in Pacific Time (Vancouver).

Notice to cancel or reschedule

  • Please provide at least 24 hours’ notice to cancel or reschedule, so that the time may be offered to another client. You can do this through your Jane client account or by emailing serenaewe@soleiyacounselling.com.

Appointment reminders

  • Email reminders are automatically sent through the Jane App - first 3 days before and again 24 hours before your appointment. You can also enable text message reminders in your profile, which I highly recommend.

  • Reminders are a helpful support, but they are not guaranteed (for example, if notifications are turned off in your profile or if Jane experiences a technical issue). Ultimately, I ask that you keep track of and attend your appointments, even if a reminder isn’t received.

  • If you’re ever unsure about your next session time, you can log into your Jane App profile, use the Jane mobile app, or email me to confirm.

Late cancellations & no-shows

  • Cancellations made with less than 24 hours’ notice and missed sessions (no-shows) will be billed at the full session fee, as that time has been reserved exclusively for you and could have been offered to another client.

Insurance & third-party payers

  • Please note that most extended health plans do not reimburse fees for missed sessions. You are personally responsible for any late-cancellation or no-show charges.

Late arrivals

  • If you arrive late, your session will still end at the scheduled time in order to ensure it doesn’t overflow into another client’s session. The full fee will still apply.

Emergencies & exceptions

  • I understand that true emergencies occur. Fees may be waived in situations such as medical emergencies, family bereavement, or natural disasters. Please contact me as soon as you are able in these circumstances.

Therapist considerations

  • I hold myself to the same standard. In the rare event that I must cancel, I will provide prompt notice and work with you to reschedule at the earliest available time.

Thank you for understanding and respecting these guidelines. They help me hold space for you and for all other clients in care.