Cortica Cancellation Policy
Last Updated June 14, 2023
Cancellation Policy
At Cortica, we are dedicated to providing the highest quality of care and accommodating as many families as possible. Our cancellation policy ensures fair access to our services and allows us to offer sessions to families waiting for them when cancellations occur.
Effective June 5, 2023, appointment cancellations with less than 72 hours’ (three days’) notice will incur a $50 charge. This revised cancellation policy better positions us to reallocate our resources as needed and ensure that those in need of care receive it in a timely fashion. Our previous policy resulted in numerous last-minute cancellations, which left us with unused appointment slots that could have been filled by other families in need.
Please note that we will continue to be understanding and flexible in genuine emergencies or unforeseen circumstances. We ask that you communicate with us as early as possible so we can work together to reschedule appointments and make any necessary accommodations for your family.
Please see below for some answers to questions you may have about our cancellation policy, and feel free to reach out to us with any questions or concerns.
Cancellation Policy FAQs
1. What is Cortica’s Cancellation Policy?
Cortica requires at least three days’ (72 hours’) notice to cancel an appointment. This allows us to offer your slot to other families in need of our services.
2. Why does Cortica have these policies?
To ensure consistent treatment, fair access, and optimal progress for all children under our care. These policies also support the needs of other families who can benefit from appointment openings. We thank you for your understanding and cooperation as we strive to help as many families as possible.
3. How can I cancel my appointment?
You can cancel an appointment by emailing scheduling@corticacare.com or contacting our call center at 888-885-5068.
4. What happens if I cancel my appointment with less than three days’ notice?
If you cancel with less than three days’ notice, a $50 cancellation fee will be applied to your account.
5. Is the $50 fee per day or appointment? Does the fee apply to every day of appointments cancelled if it’s within the 72-hour window?
The $50 cancellation fee applies per day regardless of the number of cancelled appointments. There will be a one-time fee when you call to cancel any number of appointments with less than 72 hours’ notice. If you call on a Monday to cancel sessions on that day, the charge will be $50. If you call on a Monday to cancel sessions on that day and the next four days, the charge will be $50.
6. Are there any penalties for being late to an appointment?
Yes, if you arrive more than ten minutes late, your session may be cancelled, and you will be charged a $50 service fee. Even if the session begins late, it will still end at the scheduled time.
7. What if I miss an appointment without any notice?
If you fail to attend a scheduled appointment without any prior notice, a $100 cancellation fee will be charged to your account.
8. What happens if I miss two appointments in a row?
Two consecutive no-shows may result in removal from the regular schedule.
9. Can cancellation fee charges be billed to insurance?
No, the cancellation fee and late fees cannot be billed to insurance. They will be charged to the credit card on file for your account.
10.If my child is sick and cannot attend the session, will I still be charged the cancellation fee?
Yes, even if your child is sick, we still require a minimum of three days' notice for cancellations. If you cancel with less than three days' notice due to illness, a $50 cancellation fee will be applied to your account. This policy helps us ensure fair access and offer the canceled session to another family.
11. What happens if I bring my sick child into the clinic?
In order to maintain the health and safety of all our clients and teammates, if a caregiver brings a sick child to the clinic, we will unfortunately have to send them home or turn them away to prevent the spread of illness within the clinic. Please keep your child at home if they are unwell. We will not charge the caregiver if we decide to send the child home due to sickness.
12. What is Cortica’s policy on monthly attendance?
For optimal progress, it's important that your child attend at least 80% of the scheduled sessions each month. If you consistently fail to meet this attendance rate, Cortica reserves the right to offer your recurring appointment slots to another family. However, we will communicate this to you well in advance.
13. What happens if I consistently pick up my child late from sessions?
Consistently late pick-ups can impact the schedule of the child who has an appointment after yours. By ensuring timely pick-ups, you avoid disrupting other families’ scheduled care session.
14. Will holidays or vacations count against the monthly attendance policy?
No, events such as vacations or holidays will not count against the monthly attendance policy as long as you provide us with at least three days’ notice of your planned absence. If Cortica happens to be closed on a holiday, you will not have to cancel an appointment that is regularly scheduled for that day.
15. Can I request a cancellation fee waiver?
Yes, if you have a request for a cancellation fee waiver, you can discuss it with our billing department at billing@corticacare.com We offer a one-time cancellation fee waiver per year.
16. What about therapists who cancel last minute?
We understand that last-minute provider cancellations cause frustration and impact continuity of care. While some cancellations are unavoidable, we attempt to provide substitute BIs, therapists, and supervisors for sessions when a provider cancels. We are also investigating measures to reduce provider cancellations in the future.
17. Who should I contact if I have additional concerns about the cancellation policy or related charges?
If you have additional concerns that have not been addressed in this FAQ document, you should first contact our billing department at billing@corticacare.com. They have the authority to grant one cancellation fee waiver per year. If further concerns arise after this, they will be escalated to our operations managers, who will work with you to address any concerns you might have.