Cancellation & Flex Schedule Policy

Effective 02-06-2026

The goal of KidSense is to make every part of our processes—especially attending your scheduled therapy sessions—as accessible and seamless as possible. At KidSense Therapy Group, we understand that life events may result in cancellations from time to time. While extenuating circumstances do arise, cancellations of any kind can be detrimental to the therapeutic process, which is why we aim to limit them as much as possible. We are more than willing to work with you and your family whenever a scheduling change is needed. This includes offering options to reschedule for alternate days/times or the use of our flex schedule. Please review our cancellation policy and provide your signature below.

Cancellation Policy​

 
Single Service Client - A client who receives services for one (1) therapeutic discipline

Applicable for clients receiving either Occupational (OT), Speech (ST), or Physical therapy (PT):

• Two (2) cancels of any kind within a six (6) week period places a clients active status under review.
• Late Arrival - Every two (2) late arrivals (15 minutes or later) places a client’s active status under review. Please note this includes late arrivals due to financial needs not being met (i.e copay declined).
• <24 Hour Cancel - Informing of the need to cancel within 24 hours of the appointment is considered a less than 24 hour cancel.
  • After 3 <24 hour cancellations, each subsequent <24 hour cancel accrues a $50 charge unless rescheduled.
• No Show Cancellation - No communication prior to a missed appointment is considered a No Show Cancellation. One (1) No Show is allowed per calendar year. Upon the 2nd, the client will be subject to be discharged from services.
  • If no communication is received by the end of the scheduled day, a $75 No Show Cancellation fee is charged.
  • If communication is received by the end of the scheduled day and the appointment is rescheduled within the same week, the No Show will be changed to a rebooked appointment and no charge will be applied
• Seven (7) cancellations allotted every calendar year. If the client exceeds 7 cancellations, the client is recommended for discharge.
• Rescheduled Appointments- A reschedule only counts if the appointment is attended. Otherwise the previous appointment and the rescheduled appointment will each count as cancellations. Therefore, if you cancel a rescheduled appointment, this counts as 2 cancels for the week.
• ALL requests for schedule changes must be sent directly to each clinic: [email protected] OR [email protected]
• Request for Telehealth Appointment - Requests may be denied if made within less than 24 hours of the appointment. All transitions from an in-person to telehealth appointment are subject to approval by the providing therapist.
  • Should the telehealth request be denied and the appointment is not able to be rescheduled, it will be considered as a <24 Hour Cancel.
• For client cancellations (i.e., going out of the country for a month), we can hold spots for up to 2 weeks. Anything longer will result in loss of a permanent spot, and the client will be moved to flex status until a new spot becomes available. Special circumstances may be taken into consideration with management approval.
• If a client has not attended any sessions for six (6) consecutive weeks, they will be considered a dropout and removed from the schedule.

 

Applicable for clients receiving Mental Health (MH) counseling:

• Two (2) cancels of any kind within a six (6) week period places a client’s active status under review.
• Late Arrival - Every two (2) late arrivals (15 minutes or later) places a client’s active status under review. Please note this includes late arrivals due to financial needs not being met (i.e copay declined).
• <24 Hour Cancel - Informing of the need to cancel within 24 hours of the appointment is considered a less than 24 hour cancel.
  • After 4 <24 hour cancellations, each subsequent <24 hour cancel accrues a $50 charge unless rescheduled.
• No Show Cancellation - No communication prior to a missed appointment is considered a No Show Cancellation. One (1) No Show is allowed per calendar year. Upon the 2nd, the client will be subject to be discharged from services.

• • If no communication is received by the end of the scheduled day, a $75 No Show Cancellation fee is charged.
  • If communication is received by the end of the scheduled day and the appointment is rescheduled within the same week, the No Show will be changed to a rebooked appointment and no charge will be applied.

• Five (5) cancellations allotted every calendar year. If the client exceeds 5 cancellations, the client is recommended for discharge.
• Rescheduled Appointments- A reschedule only counts if the appointment is attended. Otherwise the previous appointment and the rescheduled appointment will each count as cancellations. Therefore, if you cancel a rescheduled appointment, this counts as 2 cancels for the week.
• ALL requests for schedule changes must be sent directly to each clinic: [email protected] OR [email protected]
• Request for Telehealth Appointment - Requests may be denied if made within less than 24 hours of the appointment. All transitions from an in-person to telehealth appointment are subject to approval by the providing therapist.
  • Should the telehealth request be denied and the appointment is not able to be rescheduled, it will be considered as a <24 Hour Cancel.
• For client cancellations (i.e., going out of the country for a month), we can hold spots for up to 2 weeks. Anything longer will result in loss of a permanent spot, and the client will be moved to flex status until a new spot becomes available. Special circumstances may be taken into consideration with management approval.
• If a client has not attended any sessions for six (6) consecutive weeks, they will be considered a dropout and removed from the schedule.

 

 

Multi-Service Client - A client who receives services for two (2) or more therapeutic disciplines 

Applicable for clients receiving any combination of OT, ST, PT, & MH services:

• Two (2) cancels of any kind within a six (6) week period places a client’s active status under review.
• Late Arrival - Every two (2) late arrivals (15 minutes or later)  places a client’s active status under review. Please note this includes late arrivals due to financial needs not being met (i.e copay declined).
• <24 Hour Cancel - Informing of the need to cancel within 24 hours of the appointment is considered a less than 24 hour cancel.
  •  After 5 <24 hour cancellations, each subsequent <24 hour cancel accrues a $50 charge unless rescheduled.
• No Show Cancellation - No communication prior to a missed appointment is considered a No Show Cancellation. One (1) No Show is allowed per calendar year. Upon the 2nd, the client will be subject to be discharged from services.

• • If no communication is received by the end of the scheduled day, a $75 No Show Cancellation fee is charged.
  • If communication is received by the end of the scheduled day and the appointment is rescheduled within the same week, the No Show will be changed to a rebooked appointment and no charge will be applied.
• Eleven (11) cancellations are allotted every calendar year. If the client exceeds 11 cancellations, they will be recommended for discharge.
• Rescheduled Appointments- A reschedule only counts if the appointment is attended. Otherwise the previous appointment and the rescheduled appointmet will each count as cancellations. Therefore, if you cancel a rescheduled appointment, this counts as 2 cancels for the week.
• ALL requests for schedule changes must be sent directly to each clinic: [email protected] OR [email protected]
• Request for Telehealth Appointment - Requests may be denied if made within less than 24 hours of the appointment. All transitions from an in-person to telehealth appointment are subject to approval by the providing therapist.
  • Should the telehealth request be denied and the appointment is not able to be rescheduled, it will be considered as a <24 Hour Cancel.
• If a client has not attended any sessions for six (6) consecutive weeks, they will be considered a dropout and removed from the schedule.

 

Flex Schedule Policy

In lieu of a permanent weekly appointment, the client is contacted regarding all available appointments that are within their documented availability. This is a favorable scheduling alternative for families that are unable to maintain the same appointment time on a weekly basis and allows for a variety of appointment options throughout the week. Clients who are added to the Flex Schedule can be contacted multiple times per week with different appointment options ranging from a few weeks out to the day of the call and could potentially, if recommended by their treatment plan, and if permitted by insurance obtain more than one appointment per week.

• All clients added to the Flex Schedule are subject to the same cancellation policy as stated above, depending upon the number of therapeutic disciplines the client receives at that time.
• Clients have the right to decline five (5) consecutive appointment offers (within their identified availability).
  • After the 5th consecutive denial, the client will be recommended for discharge from services.
• If we are unable to make contact with the client for three (3) consecutive attempts, the client is placed on our No Return Call List.
  • Any client on this list will not be contacted regarding any scheduling opportunities until they have called the front desk to resume services.
  • A client is allowed to remain on the No Return Call List for up to six (6) weeks before they are discontinued from services.
    • If the client contacts the front desk before 6 weeks, they will be re-added onto the Flex Schedule
  • A client is allowed on the No Return Call List once. If they meet the criteria for a 2nd time in a calendar year, they will be recommended for discharge.

Client Portal Policy

Our client portal is available to clients to schedule appointments. However, if there are violations of our cancellation policy, portal requests may be denied and/or restricted.

 

School Closings 

KidSense Therapy Group does not follow local school districts' decisions regarding closings.

While we recognize weather may differ throughout the region, KidSense does its best to remain open in order to offer consistency to our clients. If you anticipate the need to cancel your appointment, please contact us at your earliest convenience to accommodate alternate scheduling options. Please do not assume that we are closed and/or that your appointment is canceled due to inclement weather. In the event you are unable to attend a scheduled session due to inclement weather, teletherapy may be a favorable alternative. Should KidSense close early due to weather, clients will be contacted directly via phone and/or email and a rescheduling option will be offered.

• Office closure status will also be posted on social media.
• In the event of our office(s) closing, we will make every effort to transition to telehealth or reschedule your appointment within the same week.
  • If reschedule offers within your previously stated time availability are declined, the appointment will count as a cancellation.

We are here for our clients and are dedicated to helping them succeed and grow in every way possible. We feel strongly that any schedule put in place (based upon the recommendation of the evaluating therapist) for a client is what is needed in order to meet the predetermined goals. We thank you for your support by attending each scheduled appointment.

 

Planned KidSense Closures

KidSense will be closed the following holidays: New Year’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. We will be closed on Friday if an aforementioned closed day is on a Saturday or closed on Monday if it falls on a Sunday.

 

The final decision on enforcement of all policies and extenuating circumstances remains at the discretion of the management team.