Refund Policy

A legal disclaimer

1. Cancellations

We require at least 24 hours’ notice for cancellations or appointment changes.
This allows us to offer the time to another client in need.

If you cancel with more than 24 hours’ notice:
No fee will be charged, and your session may be rescheduled.
If you cancel with less than 24 hours’ notice or do not attend your session:
You may be charged the full session fee, except in the case of emergencies or unavoidable circumstances, which will be handled with understanding and discretion.

Repeated late cancellations or no-shows may affect your ability to schedule future sessions.

2. Refunds for Private Pay Clients

Because therapy services involve time and professional preparation, refunds are not issued after a completed session.

Refunds are available only in the following cases:

Accidental duplicate payment
Billing error or overcharge
Session canceled with sufficient notice before the 24-hour window

Approved refunds will be processed using the same payment method used for the original transaction. Please allow up to 10 business days for processing.

3. Medicaid and Insurance Clients

This refund policy applies only to private pay clients.
Medicaid and other insurance-covered sessions follow the policies of the respective payer and are not eligible for direct refunds through Step Zero Recovery Services, LLC.

4. Missed Appointments

If you miss a session without prior notice, it will be documented as a no-show. No-shows are not eligible for refunds, and consistent missed sessions may result in discontinuation of services.

5. Telehealth Appointments and Safety

If you are participating via telehealth, please ensure that your internet connection and environment are suitable for a confidential and uninterrupted session.
If a session is disrupted by technical issues on our end, we will reschedule at no charge.

Telehealth Safety:
Clients must attend telehealth sessions from a safe, private, and stationary location.
Sessions may not be conducted while driving, sitting in a moving vehicle, or engaging in activities that compromise safety, privacy, or focus.
If a client joins from a vehicle, the clinician may require the session to be rescheduled, and it may be considered a late cancellation if the appointment cannot proceed safely.