General Practice Policies

Client Responsibilities

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

Behavior

Two Chairs does not tolerate any verbal hostility or abuse towards our clinicians. Clients who engage in verbally abusive behavior will be expected to discuss appropriateness with a relevant Two Chairs representative to continue in treatment 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 Additionally, outdated or incorrect contact information may result in missed communications relating to your care.

Payment

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

• In-Network Clients: Payment includes your copay or coinsurance. If you have a deductible that needs to be met before your in-network coverage will apply, you will be billed in full for the cost of the session. Claims will be submitted to the insurance company and will be applied to your deductible until it is met.
• Out-Of-Network Clients: Payment includes your session fee. We may update our fees as needed, or at the start of each calendar year. Fees are subject to change with 30 days written notice at any time. For more information regarding pricing, click here.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.

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

In-Network

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.

Out-of-Network

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 telehealth 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:

• Clients who do not have insurance (also known as “uninsured”)
• Clients who will not be using insurance to pay or get reimbursed for service (“self-pay”)

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 www.cms.gov/nosurprises.

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

Electronic Communication

As part of receiving 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 support@twochairs.com 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.