Policies and Procedures

Cancellation Policy

When you schedule an appointment at Emerald Counselling and Consulting, we reserve that time, especially for you. To ensure that all clients can access our services fairly, it is important that you cancel your appointment in a timely manner. We require a notice of at least 48 hours for cancellations, even for same-day bookings. This policy helps us maintain an efficient scheduling system and ensures that others who may be in need of an appointment can be accommodated.

Emerald Counselling and Consulting clients can take advantage of the convenient email appointment reminders that are automatically generated through the Jane App booking system. These reminders are sent out two days before the scheduled appointment time. In addition, clients can receive SMS reminders two hours before their session. Clients can opt out of these reminders in their profile settings, but it is important to note that they are ultimately responsible for remembering their appointments.

Although rare, technical issues may occasionally affect the delivery of reminders through the Jane App. Therefore, clients should be aware that these reminders are provided as a courtesy. The clients are responsible for keeping, cancelling, or rescheduling their appointments, regardless of whether they receive a reminder. Clients can check the details of their upcoming appointments by logging into their profile on the Jane App or contacting their counsellor directly.

Cancellation Fees:

  • Cancellation within 48 hours of the scheduled appointment: 50% of the total appointment fee
  • Cancellation within 24 hours of the scheduled appointment: 75% of the total appointment fee
  • No-show: 100% of the total appointment fee

Your credit card on file will be charged automatically for the applicable fee in the event of a late cancellation or no-show. However, we understand that unforeseen circumstances may arise, such as unexpected family or clinical emergencies (e.g., hospitalization, contagious illness like COVID-19, death in the family, or natural disasters). In such cases, we encourage clients to contact our practice immediately to discuss the possibility of waiving the cancellation fee.

Thank you for your understanding and cooperation in maintaining an effective and equitable appointment scheduling system at Emerald Counselling and Consulting.

Social Media Policy

To comply with the BCACC’s guidelines, Registered Clinical Counsellors (RCC) who use social media must have a social media policy. Emerald Counseling and Consulting has prepared a policy regarding the use of social media, which you are encouraged to review. This policy will inform you about our approach to managing online interactions. To ensure that our social media channels are used responsibly and professionally, we ask that all clients review and adhere to the following policy:

  1. Privacy and confidentiality: we recognize the importance of privacy and confidentiality in counselling. Therefore, we ask that clients not disclose personal information or identifying details about their therapy sessions or other clients on our social media channels.
  2. Respectful communication: we expect all clients to communicate respectfully and constructively on our social media channels. Any form of harassment, bullying, or discrimination will not be tolerated.
  3. Professional boundaries: we ask that clients maintain appropriate professional boundaries when interacting with our therapists on social media. This includes refraining from sending friend requests, direct messages, or other forms of personal communication outside of scheduled therapy sessions. Counsellors with Emerald Counselling and Consulting will not accept or follow current or former clients on any social media platforms. We will adhere to this policy because we want to respect and do not want to compromise our client’s confidentiality.
  4. Personal responsibility: clients are responsible for their conduct on our social media channels. Emerald Counseling and Consulting will remove any posts or comments that violate this policy or are otherwise deemed inappropriate.
  5. Use of social media: we encourage clients to use social media responsibly and ethically. Clients should avoid using social media during therapy sessions and should not rely on social media as a substitute for in-person counselling.
  6. Business review websites/client testimonials: According to BCACC’s Standard and Advertising Services, counsellors should never solicit testimonials from clients or anyone who may be vulnerable to undue influence. Therefore, due to confidentiality, Emerald Counselling and Consulting will not ask for client testimonials from their clients, nor will they respond to reviews posted on any business listing sites, whether positive or negative. Confidentiality is an essential part of therapy, and our ethics code does not allow requesting testimonials from clients. However, you are welcome to share your thoughts and experiences with anyone you choose, in any form you prefer. If you decide to write a review on a business listing site, please be aware that you may be sharing personal information in a public forum period to protect your privacy. It is recommended that you use a pseudonym that is not linked to your regular e-mail address or friends’ network.
  7. E-mailing: e-mail is not a secure means of communication. Therefore, we suggest you limit your use of e-mail to scheduling and general inquiries. If you choose to communicate with me via e-mail, please be aware that your e-mails and ours are retained in the logs of our Internet service providers. Although it is unlikely that anyone will access these logs, they may be available to the system administrators of the Internet service provider.

Clients agree to comply with this policy and all other applicable laws and regulations by using our social media channels. Emerald Counseling and Consulting reserves the right to update this policy at anytime. We encourage you to discuss any questions about this document with your counsellor.

The social media policy was adapted from the social media policy of Keely Kolmes, Psy.D.,