Cancellation and “No-Show” policy

At Rula, we are dedicated to ensuring every patient receives timely care. When an appointment is missed or canceled without proper notice, it not only prevents another patient from accessing care, but it can also disrupt your own schedule and care needs. We understand that if your provider misses their appointment, it impacts you just as significantly. Our policies are designed to address both situations and ensure that every appointment is treated with the importance it deserves.

"No-show" and late cancellation fees 

To maintain fairness and ensure access for all patients, Rula will apply a fee to the account of a patient when they miss an appointment (i.e., a “no-show”) or cancel an appointment within 24 hours of the appointment start time (i.e., a late cancellation). Rula’s “no-show” and late cancellation fees are as follows:

  • Therapy appointments: $99 
  • Psychiatry appointments: $150

Important: These fees are not covered by insurance and must be paid before your next appointment. Repeated no-shows within a 12-month period may result in termination of care.

What is considered a "No-Show"?

For patients, an appointment is considered a “no-show” if:

  • For therapy appointments:
    • You are more than 15 minutes late for either an initial or a follow-up appointment, or you do not attend a scheduled appointment.
  • For psychiatry appointments:
    • You are more than 15 minutes late for an initial appointment or do not attend a scheduled initial appointment.
      You are more than 10 minutes late for a follow-up appointment or do not attend a scheduled follow-up appointment.

What is considered a late cancellation

For all scheduled therapy and psychiatry appointments, a late cancellation fee will be applied if you cancel within 24 hours of the appointment start time.

If a patient cancels a therapy or psychiatry appointment within the allowed timeframe (24 hours or more notice), no fee will be applied.

What to do if your provider does not join your appointment

Your time is valuable, and we want to ensure you receive care without unnecessary delay. If your provider does not join your appointment, please follow these best practices:

  • Please wait: Allow 15 minutes for your provider to join your appointment, in case they are running late.
  • Contact us: If your provider still does not appear, contact our Support team right away so we can help you reschedule your appointment or connect you with another provider who can meet your needs.
    • Live Chat: Click the chat widget in the bottom right-hand corner of this page to be connected with a live agent. 

Important note regarding provider "no-shows" and late cancellations:

  • If your provider fails to join your scheduled appointment without prior notice to you or to Rula, it is considered a provider "no-show." In these cases, you will not be charged any fee.
     
  • If your provider cancels your scheduled appointment within 24 hours of the appointment start time, you will not be charged any fee.

We appreciate you as we work to ensure timely and effective care for everyone. If you have any questions regarding this policy or need further assistance with your appointment, please don’t hesitate to contact our Support team.

 

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