Cancellation Policy

Last update: Mayo 22, 2020

Standard Cancellation Policy:

For a full refund, cancel at least 24 hours before your session is scheduled to begin. If cancelling within 24 hours of the scheduled session, you will be charged 50% of the agreed-upon session cost. 


You can reschedule the date or time of your session up to 48 hours before the session is scheduled to start. 

If you reschedule the session, the cancellation policy is based on the original purchase time and original start date of the experience.

Cancellations Due to Weather: 

If weather creates a safety concern, either before or during the therapy session, the therapist may cancel the session. You will be fully refunded if the cancellation happens before the session. If weather becomes a concern during the session, the patient and therapist should agree to end the session and to provide the additional time for services at a future appointment. 

Cancellations Due to an Emergency:

Death of an immediate family member. You’ll be asked to provide one of these documents:

  • •   Death certificate
  • •   Obituary
  • •   News article naming the deceased

Serious illness of the provider, patient, or an immediate family member. You’ll be asked to provide a general statement from a physician confirming the illness. The statement must be dated after the reservation was booked.

Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You’ll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.

Severe damage to the home that makes it unsafe to host a therapist(s). This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:

  • •   An estimate of when it will be fixed to reschedule
  • •   Photos of the damage

Airport and road closures, and flight cancellations, that make it impossible to travel to your session. This includes closures and cancellations caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or notice of the airport closure, or proof that a flight was cancelled or delayed. Therapists and patients will be responsible for informing one another of travel cancellations and delays that will impact the session.

Circumstances that require special review:

There’s no required documentation for these circumstances, but our specialized team will review each case to confirm that you’re directly affected.
Severe security advisories for political or civil unrest in the area that the guest is traveling from, traveling to, or that the host’s home is located in. Examples include:

  • •   Violence
  • •   Increased military presence
  • •   Severe damage to the area’s infrastructure

Natural disasters that prevent therapists and/or patients from traveling to or from the session, or that make it unsafe to host a home session. Examples include:

  • •   Severe storms
  • •   Earthquakes
  • •   Flooding
  • •   Tornados
  • •   Tsunamis
  • •   Wildfires
  • •   Blizzards or severe winter storms

Endemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area. Examples of endemic disease include:

  • •   Ebola
  • •   Zika
  • •   Chagas disease

What to do next?

If you’ve confirmed your circumstance meets the requirements above, first cancel your reservation and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of the extenuating circumstance.

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