Fees and Insurance​

All counselling services are provided on a fee-for-service basis, with payment due after each session unless other arrangements are made. Detailed receipts are provided for insurance reimbursement, but clients are responsible for confirming coverage and eligibility with their insurance provider. Insurance typically does not cover missed or late-cancelled sessions.

Once a counselling session has taken place, fees are non-refundable in line with professional practice standards.

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Cancellation and Missed Appointments

We understand that life can be unpredictable. Please provide at least 24 hours’ notice if you need to cancel or reschedule a session. Appointments cancelled with less than 24 hours’ notice, or missed appointments, will be charged the full session fee.

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Emergency Circumstances

We recognize that unexpected emergencies may occur. Exceptions to this policy may be considered for sudden illness or urgent, unforeseen situations and are reviewed on a case-by-case basis at the clinician’s discretion.

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Virtual Sessions and Technical Issues

Clients are encouraged to ensure a stable internet connection and a private environment for virtual sessions. If a session cannot proceed due to technical issues on our end, no fee will be charged or a full refund will be issued. If technical difficulties on the client’s end significantly limit the session, it may be considered a late cancellation.

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Prepaid Sessions and Refunds

Refunds for prepaid sessions are available only for unused sessions. Any completed sessions will be deducted from the refunded amount. Requests are reviewed individually to ensure fairness.

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SAFE Home Study Services

SAFE Home Study services are professional assessments distinct from counselling. Fees reflect the professional time required for preparation, intake, interviews, collateral contacts, analysis, documentation, and report writing.

• Fees are non-refundable once any part of the SAFE Home Study process has started, including document review or interviews.

• A minimum of 48 hours’ notice is requested for cancelling or rescheduling appointments.

• Late cancellations or missed appointments may result in additional fees.

• SAFE Home Study services are not eligible for insurance reimbursement.

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Policy Agreement

By booking services with Olive & Oak Wellness, clients acknowledge that they have read, understood, and agreed to this Refund and Cancellation Policy. This policy ensures fairness, accountability, and consistent delivery of high-quality services while maintaining a supportive and compassionate approach.