General Practice Policies

Last Updated: May 31, 2024

Client Attendance Policy

We cannot treat an empty chair. Decades of research show that going to therapy on a regular basis and not missing sessions — referred to as “continuity and consistency” — is one of the best predictors of whether therapy will be effective for you.

For On-Going Therapy Sessions


Please be on time for your scheduled appointment. If you are late there may not be enough time for a session. Your appointment may be canceled or rescheduled.

Cancellations & Missed Appointments

You can cancel or reschedule your appointment up to 48 hours before it’s scheduled to start. There will be no fee for this. If you cancel or request to reschedule less than 48 hours before your scheduled session, you may be responsible for the full session fee.

If you do not show up for your scheduled session, you will be responsible for the full session fee.

If you are running late for a matching appointment, please email the Care Team at or call them at 415-202-5159 (M-F, 9am-5pm ET, 9am-5pm PT).

If you need to cancel or reschedule your individual therapy session, please email your clinician directly.

Client Responsibilities

We recognize that therapy can be an emotional experience, and are committed to maintaining a safe space for our clients to express themselves. Should you feel that the therapist is not the right fit, or there are concerns with the quality of therapy, you are invited to reach out to


Two Chairs does not tolerate any verbal hostility or abuse towards our providers. Clients who engage in verbally abusive behavior will be expected to discuss appropriateness with a relevant Two Chairs representative to continue in therapy and may be referred out for different services if deemed necessary.

Information Updates

Clients are responsible for informing Two Chairs of any updates to contact information (email or physical address) or changes to insurance. Not notifying may result in claims being delayed and/or denied. If your claims are denied, you may be responsible for the full session fee. Additionally, outdated or incorrect contact information may result in missed communications relating to your care.


We require payment at the time of service. The credit card on file will be charged after your session is completed.

If the credit card on file is declined, we will contact you directly to coordinate an alternate method of payment. Please note, if you have an outstanding balance on your account, your care may be interrupted or terminated.

Insurance Reimbursement


For insurance plans that we participate with, we can submit claims on your behalf. Reimbursement will be subject to your plan’s copay, coinsurance, and/or deductible. Any remaining balance the insurance company has deemed as patient responsibility will be collected following receipt of the Explanation of Benefits from your insurer. This can take up to 90 days from the date of service. It is important to understand your plan’s benefits and limitations, and to notify us immediately upon any changes in your coverage, including loss of insurance. If your insurer denies coverage and/or payment for services, you will be responsible for paying in full for all charges.


If your health plan includes out-of-network coverage (common with PPO plans), we may be able to assist you in submitting documentation to your insurance company for reimbursement. These claims will be subject to the coverage and limitations of the policy. If your insurance carrier does not allow for Two Chairs to submit claims on your behalf, we will provide you with the documentation needed to submit your own out-of-network claims. Please note, in-person and teletherapy sessions may be reimbursed differently. We cannot guarantee that you will be reimbursed for any portion of costs for your care. If your insurance company denies coverage and/or payment for services rendered, you will be responsible for paying in full for all charges.

Good Faith Estimate

You have the right to receive a Good Faith Estimate explaining how much your mental health care may cost. Under the No Surprises Act, Two Chairs must provide an estimate of the total expected costs for services to the following clients:

You can ask Two Chairs for a Good Faith Estimate before you schedule a service. 

If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill. Make sure to save a copy or picture of your Good Faith Estimate. 

For more information about your right to a Good Faith Estimate, visit

If you have any questions about how this affects your care at Two Chairs, please reach out to our Care Team at

Electronic Communication

As part of receiving therapy services, we may send you various communications related to your care. These communications may include information on getting started with care, appointment reminders, administrative messages, and other service-related messages (“Communications”). We use electronic forms of communication, including but not limited to: (1) emails to the address provided during sign-up, (2) short message service (“SMS”) text messages to the mobile number provided during sign-up, and (3) Two Chairs Client App.

If you prefer an alternate means of communication, you will need to submit a written request to and we will do our best to accommodate.

See more on our Notice of Privacy Practices here.
See more on Electronic Terms of Service here.


If you have any questions or concerns regarding the Practice Policies, please speak to your clinician or email

If you are experiencing an emergency, crisis, or need immediate assistance, please call 911 or the National Crisis Hotline at 988, or go to your nearest emergency room.

Additional crisis resources can be found at