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Financial & Scheduling Policies

Financial Responsibility, Scheduling & Cancellation Policy

Light & Ebony Counseling LLC Effective Date: 02/28/2026

At Light & Ebony Counseling LLC, We value clarity, mutual responsibility, and respect for both your time and mine. I am a reasonable person and will do my best to work with you, when possible while still honoring the policies I have in place. My policies balance client communication and responsibility, while also allowing some room for flexibility when appropriate and feasible. The following policies

protect the therapeutic space, the rapport we will build as therapist and client if applicable, ensure sustainability of services, and help maintain fairness for all clients. Please review carefully before scheduling or purchasing services.

Scheduling Responsibility & Self-Scheduling

Clients are responsible for scheduling appointments through the secure client portal. If you experience technical difficulties, you must notify the Practice Owner promptly so that we can:

  • Troubleshoot the issue

  • Ask your therapist to manually schedule the appointment

  • Clarify availability

Scheduling concerns may be communicated via:

  • Secure message in the client portal (preferred method)

  • Verbal request during a consultation or session

  • Email (for scheduling purposes only)

    I am happy to assist — but I must be informed in order to help resolve the issue

    Verbal Scheduling

If an appointment is verbally agreed upon during a consultation or therapy session the appointment will be placed on the schedule, and it is considered confirmed. It is subject to the same cancellation and attendance policies as self-scheduled sessions. Verbal confirmation carries the same responsibility as online booking.

Therapy Services & Prepaid Sessions

Sessions may require advance payment at the time of scheduling. All prepaid therapy services are non-refundable, regardless of circumstance, including:

  • Unexpected or known Illness

  • Family, personal, or work emergencies

  • Scheduling conflicts

  • Discontinuation

  • Dissatisfaction with the services provided

  • Personal hardship

  • Change of mind

  • Relocation*

  • Among other potential circumstances not listed

    So please schedule thoughtfully

*(I am licensed in the state of GA, and can provide Telehealth services in the states of Florida and South Carolina. It is the client's responsibility to ensure any sessions paid for in advanced are used before they move out of state, and to communicate any upcoming changes concerning them being located outside of GA, along with dates they plan to move to their provider at least 6 weeks before their transition. The therapist will do their best to accommodate the client in terms of using their pre-paid sessions before they move. However, the ability for the therapist to see the client for multiple sessions within a short time frame is based on the availability of sessions, the state of the schedule, and potential closures due to the holiday season; because of this accommodations sometimes may not be possible. In the event listed previously remaining sessions will be forfeited unless the state in which the client has moved to has laws that enable the therapist to see the client temporarily. The 6 month period for the use of bundles still applies).

Therapy Bundles (Multi-Session Packages)

Bundles may be offered at a discounted rate to support consistency and access.

Expiration: Bundles must be used within six (6) months from date of purchase.

Unused sessions after six months:

  • Expire

  • Are non-refundable

  • Are not extendable

  • Are not transferable

Clients are fully responsible for scheduling within this timeframe.

Courtesy Reminder (Discretionary)

As a courtesy, the Practice Owner may occasionally send reminders to use remaining sessions before expiration. However: reminders are not guaranteed. They depend on administrative capacity and software functionality, and clients may not rely on reminders to track expiration. Failure to receive a reminder does not alter the expiration policy.

Cancellations, No-Shows & Late Arrivals

If a client:

  • Cancels outside the required notice window (after the 48 hour within the appointment day and start time)

  • Does not attend and or respond to communication efforts made by the therapist during their appointment time

  • Arrives past the grace period (15 minutes past the appointment time)

  • Requests a late reschedule (after the 48 hour within the appointment day and start time)

    A $70 Fee applies

All clients will be granted 1 grace available within a 6 month period. If the grace is not used it will be forfeited. This is may way of practicing flexibility with clients as I know unexpected circumstances happen. The grace can be used to cover the fee associated with a no-show, late cancellation, or late reschedule. Once that grace is used the client's card on file will be charged the $70. If the client's card declines they will have a balance on their account and they will be unable to schedule or attend future sessions until it is paid. The client will be granted a One-week grace period for payment and if this is not met the client will be discharged and banned from future services.

Use of Prepaid Funds

If you have a bundle:

The Practice may charge your card on file Or apply prepaid bundle funds

If prepaid funds are used:

  • The full prepaid session rate is forfeited

  • No adjustment is made to reflect the standard no-show fee

  • No credit is issued for any difference

Example:

If a client purchases 3 sessions for $270 ($90 per session) and has a no-show, late reschedule, or late cancellation::

The full $90 is forfeited, and no $20 credit is provided

If the no-show fee successfully processes separately, bundle sessions remain intact.

No Refunds

No refunds will be issued for:

Individual sessions

  • Bundles

  • Missed sessions

  • Expired sessions

  • Late cancellations

    All purchases are final/Non-Transferability

Prepaid services:

Are non-transferable

May only be used by the individual who met with the therapist and was approved after consultation

Therapy is individualized and based on the therapists professional experience, skills, and judgement and thus cannot be reassigned to another party

Digital Products & Trainings

Digital purchases (downloadables, trainings, video content, etc.):

  • Are final sale

  • Are non-refundable

  • Are delivered immediately upon purchase

    Because access is automatically granted, refunds cannot be issued.

Client Responsibility

Clients are responsible for:

  • Scheduling appointments

  • Tracking bundle expiration

  • Maintaining a valid card on file

  • Reviewing policies before purchase

  • The Practice is not liable for unused sessions due to client action or inaction.

Agreement

By scheduling services, confirming appointments verbally, or purchasing digital products, you acknowledge and agree to this policy.