Attendance and Cancellation Policy 

Effective May 20, 2024

At The Airplane Spoon, our top priority is delivering exceptional care for your child and family. To achieve this, we utilize our innovative Block Model. Our Block Model consists of families being scheduled for a set number of sessions (e.g., 20 sessions total) in either an intensive (2x weekly) or standard (1x weekly) frequency.  This approach ensures that each child’s block care program, whether intensive or standard in duration, is scheduled and assessed at the halfway point and conclusion. This review process helps us determine whether to continue services or if your child is ready to complete their program. By adopting this model, we eliminate waitlists and can continually support more families in our community.

To ensure our care model is as effective and successful as possible, we ask that parents commit to their program’s full duration. We understand that cancellations, whether planned or unplanned, may occasionally be necessary. Please review our cancellation policy below.

CANCELLATIONS AND MISSED APPOINTMENTS

Since your appointments involve the reservation of time specifically for you, and out of respect for your therapist and our other families, a minimum of 24 hours' notice is required for requesting a reschedule or canceling an appointment. We appreciate more than 24-hour notice when possible, as we can then make that time available to other clients. For any cancellation that happens greater than 24 hours in advance of the scheduled session, there is no cancellation fee. 

Late Cancellation Fees:  Any session that is missed by canceling less than 24 hours in advance will be charged a $100 fee. You will not be charged if the cancellation is able to be rescheduled within 5 business days or the session is able to be held virtually/over the phone. 

No-Show Fees:  Anytime you fail to attend a scheduled appointment without giving appropriate prior notice of cancellation, you will be charged the full session cost for the no-show session. This includes if you do not arrive at the center for an office session, or if your therapist is at your home for an in-home session and you are not home.

WHEN THE NO-SHOW/LATE CANCEL FEE IS WAIVED

The only exception to this cancellation policy is in the event of a serious or contagious illness or emergency. In these events, we can conduct the session on the phone or video if possible to still hold the session. If not possible, then waiving the no-show/late cancellation fee is considered on a case-by-case basis. 

FREQUENT CANCELLATIONS OR MISSED APPOINTMENT

Frequent cancellations (5 or more in 3 months or 3 consecutive) and/or missed appointments (no show) may result in the termination of treatment. 

LATE

If a family is late for the scheduled session time, the full session amount will be charged and the therapist will not be able to extend the time past the scheduled end time.  If the clinician is late/needs to end the session earlier for any reason, the fee will be prorated for the reduced time. 

THERAPIST CANCELLATION

If your therapist needs to cancel your session for any reason, you will be notified as soon as possible. If it is a planned absence (vacation, etc.) your therapist will inform you with ample time to either reschedule or plan for that day/week off. If it is an unplanned absence (illness, injury, emergency, etc.) you will be notified as soon as possible by both email and text message informing you of the cancellation. If your therapist has to cancel a session, they will try to offer a makeup within two weeks.  

SCHEDULED CLOSURES/HOLIDAYS

The Airplane Spoon is open from Monday to Thursday and closed for 3 weeks per year and on scheduled holidays. The Airplane Spoon’s scheduled closure dates for 2024 are as follows:

January 1-5 - CLOSED WEEK

February 19 (Presidents’ Day)

May 27 (Memorial Day)

July 1-5 - CLOSED WEEK

September 2 (Labor Day)

November 29 (Thanksgiving Day)

December 23-31 - CLOSED 2 WEEKS

GROUP THERAPY SESSIONS

For group therapy sessions, since these groups are closed and have a set duration, all families enrolling their children in a group block will be required to pay for the complete group package to reserve their spot in the group.  No refunds will be given for cancellations or no-shows in group sessions. 

THANK YOU!

We value you and are dedicated to supporting your child’s developmental progress. Achieving this requires your understanding of the obligations outlined in our policy and consistent participation in treatment. Thank you for your trust. The Airplane Spoon team is honored to be part of your family’s journey.