At Cortica, we believe consistent treatment is critical for your child’s success. Our cancellation policy ensures fair access to our services and allows us to offer sessions to families waiting for them when cancellations occur.
To ensure that other families can use the canceled sessions, please cancel your appointments with at least three days (72 hours) of notice.
If you contact us to cancel an appointment with less than three days' notice, you will be charged a $50 cancellation fee.
You will be charged a $100 cancellation fee if you fail to attend a scheduled appointment.
Two consecutive no-shows may result in removal from the regular schedule.
If you arrive more than ten minutes late for an appointment, your session may be canceled, and you will be charged a $50 service fee. Sessions that start late will end at the usually scheduled time.
Unfortunately, these charges cannot be billed to insurance, and we will charge the cancellation fee to the credit card on file for your account. Our team will offer to reschedule your child's sessions as schedules allow.
You may cancel an appointment by emailing scheduling@corticacare.com or calling 888-885-5068.
Multiple cancellations or late arrivals can affect your child’s progress toward their treatment goals, and late pick-ups can impact the schedule of the child that is seen after yours. For families that consistently do not maintain a monthly attendance rate of at least 80% of sessions scheduled, Cortica reserves the right to offer your recurring appointment slots to another family. We will not do this without significant advance notice and communication; events such as vacations or holidays will not count against this policy.
We thank you for partnering with us to provide your child with the highest level of care and for supporting the needs of other families who can benefit from appointment openings.
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 needing 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 contact 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. What happens if I reschedule an appointment with less than three days’ notice?
If you reschedule, you will not be charged a cancellation fee. Rescheduled appointments must occur within two weeks of the original appointment.
6. Is the $50 fee per day or appointment? Does the fee apply to every day of appointments canceled if it’s within the 72-hour window?
The $50 cancellation fee applies per day regardless of the number of canceled 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.
7. Are there any penalties for being late to an appointment?
Yes, if you arrive more than ten minutes late, your session may be canceled, and you will be charged a $50 service fee. If the session begins late, it will still end at the scheduled time.
8. 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.
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. When sick, we encourage you to reschedule instead of canceling. In this case, you will not be charged a fee. You may also want to request converting your appointments to telehealth on that day or days. Many appointments can be converted to telehealth. Our scheduling team can assist you with this.
11. What happens if I try to reschedule but Cortica has no openings when I am available?
Reschedules can occur any time within two weeks of the canceled appointment, and we will make every effort to find a time that works for you, including offering a telehealth appointment if appropriate. Unfortunately, we do charge a $50 cancellation fee if we cannot find a time that works.
12. What happens if I bring my sick child into the clinic?
To maintain the health and safety of all our clients and teammates, if a caregiver brings a sick child to the clinic, we will 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.
13. 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. Two consecutive no-shows may result in removal from the regular schedule. In each case, we will communicate this to you well in advance and attempt to find solutions that promote therapeutic and clinical progress.
14. 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. Timely pick-ups prevent disrupting other families’ scheduled care sessions. If we feel this is becoming a product, our therapy and center leaders will communicate with you about solutions or changes.
15. Will holidays or vacations count against the monthly attendance policy?
Holidays on which Cortica is closed will not count against this policy. When Cortica will be open, holidays require at least three days' notice of the planned absence to avoid a cancellation fee. We send multiple communications ahead of holiday closures to ensure you have time to plan. Vacations require at least three days' notice of the planned absence to avoid a cancellation fee.
16. Can I request a cancellation fee waiver?
Yes. Call our contact center at 888-805-5068 to request a waiver. Waivers will be granted for emergencies and other extenuating services.
17. 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. When substitutes are not available, you will not be charged a cancellation fee. If we offer a substitute at the same time as the original appointment and the substitute provider is refused, we may change a cancellation fee.
18. 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 these FAQs, please email communications@corticacare.com. We will review your concerns and work with your clinical team to address them.