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Appointment Cancellations & No-Shows

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Your appointment time is reserved specifically for you. If you need to cancel or reschedule, please provide at least 48 business hours' notice.

Examples:

• A Monday appointment at 9:00 a.m. must be canceled by 9:00 a.m. on Thursday.

• Weekends and holidays are not included in the 48-hour notice period.

Appointments canceled with less than 48 business hours' notice, or missed without notice, may be subject to the following fees:

• First missed appointment: $100

• Second missed appointment: $100

• Third and subsequent missed appointments: $125

Insurance companies do not reimburse missed appointment fees. Clients are responsible for payment of these charges.

Repeated cancellations or missed appointments may interfere with treatment and may result in a discussion regarding continued services or referral to another provider.

 

Late Arrival Policy

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Please arrive on time for your scheduled appointment.

If you arrive late, your session may need to be shortened in order to accommodate other scheduled clients. The full session fee will still apply.

If you arrive more than 15 minutes late, your therapist may determine that there is insufficient time remaining for a productive session. In such cases, the appointment may be considered a late cancellation or missed appointment and may be subject to the applicable fee.

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Phone, Email & Electronic Communication

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Phone calls, email, and text messaging are intended for scheduling, billing, and administrative matters.

Because electronic communication carries privacy and security risks, we recommend discussing clinical concerns during therapy sessions whenever possible.

Please note:

• Email and text messages are not appropriate for urgent or emergency situations.

• Clinical questions requiring significant therapist time outside of sessions may be billed at the therapist's standard hourly rate.

• Response times may vary and are not guaranteed outside of normal business hours.

If you are experiencing a mental health emergency, call 911, go to your nearest emergency room, or contact the 988 Suicide & Crisis Lifeline by dialing 988.

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Telehealth Policy

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Urban Collective Counseling offers secure telehealth services when clinically appropriate and permitted by state law.

Clients participating in telehealth services agree to:

• Attend sessions from a private location whenever possible.

• Use a secure internet connection.

• Provide an emergency contact and current physical location at the start of sessions when requested.

• Understand that technology interruptions may occasionally occur despite reasonable efforts to maintain secure communication.

Telehealth services are subject to the same cancellation, confidentiality, and payment policies as in-person appointments.

If technical issues prevent completion of a telehealth session, alternative arrangements may be discussed.

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Forms, Letters & Documentation Requests

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Requests for forms, letters, accommodations documentation, disability paperwork, emotional support animal letters, or other written materials generally require an established therapeutic relationship and sufficient clinical information.

Please allow a minimum of 7 business days for completion.

Additional fees may apply depending on the complexity and time required. Fees will be discussed prior to completing the request.

Please note that therapists cannot guarantee specific diagnoses, recommendations, accommodations, legal outcomes, or approval of requested services.

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Release of Information & Records

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Urban Collective Counseling complies with all applicable federal and state privacy laws, including HIPAA regulations.

With appropriate written authorization, your therapist may communicate with other healthcare providers or treatment team members when coordination of care supports your treatment goals.

Clients requesting copies of their records may be asked to complete a Release of Information (ROI) form. Any fees associated with records requests will be handled in accordance with Colorado law.

Questions regarding confidentiality, record requests, or information sharing are welcome and may be discussed at any time.

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Social Media & Professional Boundaries Policy

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To protect client confidentiality and maintain professional therapeutic boundaries:

• Therapists do not accept friend requests or personal connections from current clients on social media platforms.

• Therapists generally do not engage with clients through social media messaging.

• Following, commenting on, or interacting with client social media accounts may create privacy concerns and will generally be avoided.

• If a therapist and client encounter one another in public, the therapist will typically allow the client to initiate any interaction in order to protect confidentiality.

These boundaries are intended to preserve the integrity of the therapeutic relationship and safeguard client privacy.

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Crisis & Emergency Policy

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Urban Collective Counseling is not a crisis response service and does not provide 24-hour emergency coverage.

If you are experiencing a mental health crisis, suicidal thoughts, thoughts of harming yourself or others, or any situation requiring immediate assistance:

• Call 911

• Go to your nearest emergency room

• Contact the 988 Suicide & Crisis Lifeline by dialing or texting 988

• Contact your local crisis response services

Messages left by phone, email, or text may not be reviewed immediately and should never be relied upon during an emergency.

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Payment & Insurance

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Payment is due at the time of service unless other arrangements have been made.

Clients using insurance benefits are encouraged to verify:

• Mental health coverage

• Copay and deductible requirements

• Referral requirements

• Preauthorization requirements

• Provider network status

While Urban Collective Counseling will make reasonable efforts to assist with insurance billing, clients remain financially responsible for all charges not covered by insurance, including denied claims, eligibility issues, coinsurance, and deductible balances.

We recommend documenting the date, time, representative name, and reference number from any conversations with your insurance provider.

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Good Faith Estimate Notice

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Under the No Surprises Act, clients who are uninsured or who choose not to use insurance have the right to receive a Good Faith Estimate explaining the expected cost of services.

You may request a Good Faith Estimate before scheduling services or at any time during treatment.

If your final bill is substantially higher than your estimate, you may have the right to dispute the charges through the process established by federal law.

For additional information, visit www.cms.gov/nosurprises.

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Text Messaging Privacy Policy

Sharing of Personal Information

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Urban Collective Counseling does not sell, rent, or share your personal information or mobile opt-in data with third parties for marketing purposes.

Your information is used solely for purposes related to your care, scheduling, billing, and practice communications, except where disclosure is required by law.

Text messaging opt-in data and consent information will not be shared with third parties.

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Consent to Receive Text Messages

By providing your phone number and opting into text messaging, you consent to receive communications regarding:

• Appointment reminders

• Scheduling updates

• Billing notifications

• Practice announcements

• Other administrative matters

Message frequency may vary. Standard message and data rates may apply.

 

Opting Out

You may opt out of receiving text messages at any time by replying STOP to any message received from Urban Collective Counseling.

For assistance, reply HELP or contact our office directly.

Opting out of text messaging may impact your ability to receive appointment reminders and important practice communications.