If you cancel a 5-day program: You can choose between a refund or credit for future services if you cancel with 120 days’ notice.

If you give 119-60 days notice, you’ll receive a credit for future services.

If you give less than 60 days notice, no credit or refund will be given, unless family medical emergency can be substantiated, in which case we will issue a credit only.

In all these circumstances, we will attempt to schedule another family in your place. If we are successful, we will issue you a refund. All cancellations and program date changes are subject to a non-refundable $250 administrative fee.

In addition, the cost of any bank or credit card charges incurred for receiving and refunding your payment will be subtracted from the refund.

If you cancel a distance program: Prior to beginning the program, you’ll receive a refund, less a $250 administrative fee. In addition, the cost of any bank or credit card charges incurred for receiving and refunding your payment will be subtracted from the refund. After receiving your assessment, no refunds will be given.

If you miss a video review: The distance program includes one video review session. This is usually done in the middle of your 6-month program. If you don’t send us a video in time for the scheduled session (or contact us by the video due date to make other arrangements) we will provide the scheduled phone session as a consultation without the video review portion.

Taking “time off” from the distance program/postponing sessions:
We strongly encourage you to complete your 12 phone sessions within the scheduled 6-month period. However, you may extend your program for up to seven months.

The 6-month distance program may not be extended for longer than seven months. Sessions not used within seven months after your first phone session will be forfeited. Exceptions will be made for serious family illness. Please understand that this policy is necessary because we have a waiting list of families for the distance program.

If you miss or cancel scheduled phone sessions:
We require three business days’ notice for session cancellation, for a maximum of 2 cancellations within the 6-month program. With this notice, we will re-schedule your session, at our earliest opportunity, regardless of your reason for canceling.

Missed sessions and sessions cancelled with under 3 days’ notice will not be re-scheduled. After 2 cancellations in any 6-month program (even with sufficient notice), further cancelled sessions will not be re-scheduled. Exceptions will be made for serious family illness.

If you are late for a scheduled phone appointment:
If you don’t call at the scheduled time, we’ll wait for 10 minutes and then we will make one attempt to call you at your home phone number. If we don’t reach you, we will consider the appointment to be missed and we will not continue to wait.

If you know that you are going to be late, please contact us and we will wait. If you call late for a session, we cannot extend the session length beyond the original finishing time, because we usually have another appointment following yours.