Cancellation and Refund Policy
ASCEND MindSpace
Effective Date: March 14, 2026
1. Purpose
This policy exists to maintain consistency, clarity, and mutual respect in the therapeutic relationship. Appointment times are reserved exclusively for each client, and late cancellations affect the availability of services to others. This policy applies to all individual counselling sessions, including initial consultations where applicable.
2. Cancellation Notice Requirement
A minimum of 24 hours’ notice is required to cancel or reschedule an appointment without charge.
Notice may be provided by:
– Email to hello@ascendmindspace.com
– Direct cancellation through the JaneApp booking link
The time and date of cancellation notice are recorded by the booking system. For email cancellations, the timestamp of the received email is used to determine whether the 24-hour threshold has been met.
3. Late Cancellations
Cancellations made with less than 24 hours’ notice will be charged a late cancellation fee of $75 CAD. This fee is due prior to or at the next scheduled session.
Exceptions to the late cancellation fee may be considered at the sole discretion of ASCEND MindSpace in cases of documented medical emergency or acute family crisis. Exceptions are not automatic and must be requested promptly.
4. No-Shows
Clients who do not attend a scheduled session and do not provide advance notice will be charged the full session fee. Repeated no-shows (two or more) may result in a requirement for prepayment before future bookings are confirmed.
5. Late Arrivals
Sessions begin at the scheduled start time. If a client arrives or connects late, the session will end at the originally scheduled time and the full session fee applies. Where technically feasible and schedules permit, a brief extension may be offered at the practitioner’s discretion; this is not guaranteed.
6. Practitioner Cancellations
ASCEND MindSpace will provide as much advance notice as possible if a session must be cancelled or rescheduled due to illness, emergency, or professional obligation. In such cases, no charge applies and the session will be rescheduled at the earliest mutually available time.
In the event of repeated practitioner cancellations, clients may request a refund of any prepaid sessions. Refunds will be processed within 7 business days.
7. Refund Policy
Fees paid for completed sessions are non-refundable. Refunds are not issued for sessions that have been attended, regardless of the client’s satisfaction with outcomes. Counselling involves a collaborative process and outcomes are not guaranteed.
Refunds may be issued in the following circumstances:
– Prepaid sessions cancelled by ASCEND MindSpace due to practitioner unavailability
– A client’s formal withdrawal from services prior to a scheduled prepaid session, with a minimum of 24 hours’ notice
– A billing error resulting in an overcharge
Refund requests should be submitted to hello@ascendmindspace.com within 14 days of the relevant session date. Approved refunds will be processed within 7 business days to the original payment method.
8. Complimentary Consultation
The initial 30-minute complimentary consultation is provided at no charge and is not subject to a cancellation fee. However, out of professional courtesy, please provide notice if you are unable to attend.
The complimentary consultation is available once per prospective client. It is intended to explore whether therapeutic fit exists and to answer questions about services. It does not constitute the commencement of a therapeutic relationship or ongoing counselling.
9. Extended Health Benefits
Receipts are provided for all paid counselling sessions. Reimbursement through extended health benefits is subject to individual plan terms and the recognition of the practitioner’s credentials by your benefits provider. ASCEND MindSpace does not guarantee reimbursement eligibility. Clients are encouraged to confirm coverage directly with their benefits provider prior to booking.
ASCEND MindSpace does not communicate directly with benefits providers and is not responsible for claims processing or disputes with insurance providers.
10. Termination of Services
Either party may discontinue the therapeutic relationship at any time. Clients wishing to end services are encouraged to discuss this in session where possible, as a planned conclusion to counselling supports therapeutic integration and appropriate referral if needed.
ASCEND MindSpace reserves the right to discontinue services where continuing would be clinically inappropriate, outside the scope of practice, or where the therapeutic relationship has broken down irreparably. In such cases, appropriate referrals to alternative services will be provided.
11. Contact
Cancellation requests and refund inquiries: