ReachLink reserves time, clinical preparation, and clinician availability for every scheduled appointment. When an appointment is canceled or rescheduled on short notice, or missed entirely, that reserved time generally cannot be re-offered to another client. This Policy explains how cancellations, reschedules, and missed appointments are handled, when a fee may apply, and how these events may affect your continued care.
This applies specifically to cancellations, reschedules, and no-shows initiated by the client. Provider-initiated cancellations or reschedules are handled separately and are not subject to the fees or consequences outlined here.
Appointment time — the scheduled start time of your session, in your local time zone as shown in the ReachLink app or website.
Standard notice — notice of cancellation or rescheduling given more than 24 hours before the Appointment time.
Short notice — a cancellation or reschedule made within 24 hours of the Appointment time. Short notice includes same-day cancellations and reschedules.
No-show — failing to join a scheduled session, or joining more than 10 minutes after the Appointment time so that the session cannot proceed, without prior notice.
Missed by client — the umbrella term for any Short-notice cancellation, Short-notice reschedule, or No-show. These are all recorded the same way and are treated identically under this Policy.
Commercial session — a session billed through commercial insurance or paid out of pocket (self-pay).
EAP session — a session delivered under an Employee Assistance Program (EAP) benefit sponsored by an employer or EAP vendor.
| When you notify us | Category | Commercial (insurance / self-pay) | EAP |
|---|---|---|---|
| More than 24 hours before | Standard notice | No fee, no consequence | No consequence |
| Within 24 hours (including same day) | Short notice → Missed by client | $30 fee | Immediate suspension + re-attestation (Section 4) |
| No notice / no-show (or 10+ min late) | Missed by client | $30 fee | Immediate suspension + re-attestation (Section 4) |
Every "Missed by client" event also counts toward the pattern that can lead to termination of services (Section 5). The only way to avoid a fee or consequence is to cancel or reschedule more than 24 hours before your Appointment time through the ReachLink app, website, or automated SMS line.
A single $30 missed-appointment fee applies to each appointment Missed by client for commercial sessions (insurance and self-pay). There is one fee, and it applies equally to Short-notice cancellations, Short-notice reschedules, and No-shows.
This fee: