Running late or have to reschedule / cancel a session?

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Cancellation Policy

We understand that life can get busy, and sometimes things may slip our minds. While we are understanding that these things can (and do) happen, it's also important to acknowledge that when you schedule a session, you are reserving our time and yours. When you are late or cancel a session without giving enough notice, it affects you, STARS staff and others who may be waiting for support sessions.

When scheduling a meeting, you will have the option to receive calendar invites and a reminder email or phone call the day before our meeting. If you require more or fewer appointment reminders, please let us know and we can accommodate your preferences and needs.

If you miss or cancel a support session with less than 12 hour notice, you will need to pay 50% of the session cost. We understand that some times things happen beyond our control - things like family emergencies, illness and dangerous weather. In these situations, we will not charge the 50% fee for cancelling less than 12 hours before your session. If you need to cancel a session, you can do so through email or voicemail at any time.

Late Policy

Time Management and Memory Support

We know that managing time and being punctual can sometimes be challenging. That's why we're here to help! We can send you reminder emails or give you a call to support you in these areas. If you want to improve your skills in these areas, just let us know and we'll work together to help you succeed.

If you are late for a session, you will still be charged for the full session and additional time will not be provided.

If you are going to be late, please let us know as soon as possible. If we have not heard from you and you're more than 15 minutes late, the session will be cancelled and you will be billed for your session. This applies to both in-person and virtual support sessions. If you are late, you can let us know through email or voicemail at any time.

Missed Payment Policy

We understand that financial situations can sometimes lead to unforeseen issues. However, to ensure the smooth operation of our services, we have established the following policy regarding bounced cheques:

1. Notification: If a cheque is returned due to insufficient funds or any other reason, you will be notified immediately by email or phone.

2. Fee: A service fee of $40 will be charged for each returned cheque. This fee covers the costs incurred by our financial institution.

3. Payment Arrangements: The original payment amount, along with the returned cheque fee, must be paid within 30 days of the notification. Payments can be made via cash or e-transfer.

4. Service Interruption: Failure to settle the outstanding balance within the specified timeframe may result in the suspension of services until the account is brought up to date.

5. Repeated Offenses: In the event of repeated bounced cheques, we may require future payments to be made through more secure methods such as cash or e-transfer.

We appreciate your understanding and cooperation in this matter. If you have any questions or concerns regarding this policy, please feel free to contact us at sjohnston@starsns.ca