Practice Policies

Before Booking

Before attending your intake appointment, please check your insurance coverage.

For more information, see our page: Fees

First Point of Contact

When you reach out, our Care Coordinator will respond promptly and can answer your questions and get you set up for therapy. New clients are required to complete our matching form before attending their intake appointment with their preferred therapist. If your preferred therapist is full, we will support you in next steps.

Initial Intake for New Clients

The initial intake session is required for all new clients, including individuals, couples and families.

In this appointment, we will review your goals and intentions for counselling and discuss all of the details (like scheduling, fees, insurance, etc.,) so you are informed about our therapeutic process. Initial intake sessions can be via secured video or phone.

Individual intake sessions are 60 minutes, whereas couple and family intake sessions are available in 60 or 90-minute appointments.

*Please note that if the therapist you’ve met with or their ongoing availability is not the best fit for you, please contact us and we work with you to explore other options.

Walk and Talk Ecotherapy

Walk and Talk Ecotherapy requires an initial consultation and intake session.

Please be aware that in-person Walk and Talk sessions are limited to the geographical locations our therapists reside, and as such these sessions are limited. As an alternative, our ‘Distance Walk and Talk' therapy is available via phone.

Once you have had your initial intake session, ‘Distance Walk and Talk’ therapy may be scheduled online via our booking site.

Walk and Talk Ecotherapy is offered in 60-minute sessions.

*Please note that if you are interested in in-person Walk and Talk within the Dundas or Guelph Ontario area, please contact us

Follow-up Sessions for Individual and Couples Counselling

Once you have had your initial intake session, follow-up individual, couple and family counselling sessions may be scheduled online via our booking site.

Follow-up sessions are available in 60-minute sessions and extended 90-minute sessions.

Scheduling

Therapeutic gains are built on consistency. We strongly recommend pre-booking your sessions for the same time and day on a weekly, bi-weekly or monthly appointment schedule to maximize benefits and to ensure we have the capacity to support you.

If your preferred spot is not available, please add your name to our wait list - we do see movement in our schedule and can often accommodate these requests. The wait list is found on the bottom left of every therapist’s booking page on our booking site.

Client Accounts

We value collaboration and customization and will always try to work with you to meet your needs. When you haven’t been active in therapy for two months, we will send you an email asking if you would like to continue with our services. 

If we don't hear back from you, your file will be closed and your online booking account will be deactivated to make space for new clients. This does not apply in cases where clients and therapists have already set up an alternative schedule.

This is an important part of our best practices and privacy protocols.  If you wish to re-activate services after this time, please email us your request. We cannot guarantee the same availability but will do our best to accommodate your needs.

Cancellation Policy

While we appreciate the unpredictability of life, we have a responsibility to protect our current clients, our wait-listed clients and our therapist’s time.

Effective January 1st, 2024, a minimum of 48 hours notice is required to reschedule or cancel all appointments. If we do not receive this notice or you do not attend your pre-booked appointment, the full fee will be charged.

Please let your therapist know if you cannot attend your pre-booked appointment or email Client Care.

You can stay on top of your upcoming appointments by adjusting your reminders in our online booking system.

Crisis Support

We do not provide emergency services. If you are in crisis please access the crisis and emergency resources in Ontario, or call 911.

Canada Suicide Prevention Service: 1-833-456-4566 or text: 45645 (24/7)

Crisis Outreach & Support Team (COAST Hamilton): 905-972-8338

For an extensive Resource List, please click here.