This document explains the rules at Two Chairs and how we work together in therapy. It helps both clients and providers know what to expect. Please read it carefully to understand our practices and your agreement to them.
Whether you receive care in person or through video sessions, these policies apply. All relevant federal and state laws also remain in effect throughout your treatment.
Attendance
Coming to your sessions regularly is very important for your progress. Research shows that showing up for your scheduled sessions is the best way to get results. Missing sessions can slow down your growth and make therapy less helpful.
Ongoing Sessions
- To keep your care on track, you can miss a total of four sessions every six months. This includes sessions you cancel and sessions you just don't show up for.
- If you miss three sessions within six months, your provider will talk with you to see if now is the right time for you to continue therapy.
Being on Time
Being on time helps you get the most out of your session. If you are very late, your provider might not be able to hold the session, and you may need to reschedule.
Late Arrival Definition:
- Matching Appointments: More than 10 minutes late.
- Ongoing Sessions: More than 15 minutes late.
How to Tell Us You Are Running Late:
- Matching Appointments: Contact the support team at support@twochairs.com or call 415-202-5159.
- Ongoing Sessions: Email your provider directly.
Behavior
Two Chairs has a zero-tolerance policy for verbal abuse or hostility toward our employees. If this happens, a representative will meet with you to see if we can continue your treatment. If we cannot, we will give you a list of resources who can help.
Updates
You are responsible for telling us right away if your contact information or insurance changes. If we have the wrong information, you might miss important messages or your insurance claim could be denied. This could make you responsible for paying all the fees yourself.
Confidentiality
To keep your information private and secure, neither party is allowed to record sessions, with the exception of Two Chairs’ approved AI Scribe tool. Recording includes audio, video, transcription, and AI tools that capture and process content. If you violate confidentiality, your session may end immediately.
- Use of the AI Scribe Tool requires the consent from both the client and the provider.
- The AI Scribe Tool has undergone comprehensive security reviews and meets all privacy standards.
Fees & Payment
Our standard fees may change, but we will give you at least 30 days' notice in writing before that happens. Fees usually get updated once a year at the start of January.
- Matching Appointment: $260 / session
- Individual Therapy Session: $226 / session
You must pay for your session at the time of service. We will automatically charge the credit card you have on file after each session ends.
- In-Network Benefits: Your financial responsibility includes applicable copays or coinsurance. If your plan includes a deductible, you must pay the full contracted rate until the deductible is satisfied. We will submit claims to your insurer to ensure payments are credited appropriately.
- Out-of-Network Services: Clients are responsible for the full session fee at the time of service.
If your payment is declined, we will contact you to find another way to pay. Please note that if you owe a lot of money, we may have to pause or stop your therapy sessions until your balance is paid
Cancellations & Missed Appointments
You can cancel or move your appointment without paying a penalty as long as you tell us at least 48 hours before the start time.
Fees for Late Cancellations, Reschedules, or No-Shows:
- Late Cancellations: Changes made with less than 48 hours' notice will incur a $125 fee (may vary based on insurance plans).
- No-Shows: Missing a scheduled session without prior notification results in a $125 fee. Exceptions for emergencies or illness are evaluated on a case-by-case basis.
How to cancel or reschedule your appointment:
- Matching Appointments: Contact the support team at support@twochairs.com or call 415-202-5159.
- Ongoing Sessions: Email your provider directly.
Insurance Reimbursement
If we are In-Network
If we are in your insurance network, we will handle the paperwork for you. Your insurance plan decides how much they will pay. If they say you owe a balance, we will collect that amount from you. You are responsible for the cost if insurance denies the claim.
If we are Out-of-Network
If we are not in your network, we can give you the paperwork you need to ask your insurance company to pay you back. We cannot promise they will pay. You are responsible for paying the full cost of your treatment.
Good Faith Estimate
For clients who do not have insurance, or are not using it, you may request a "Good Faith Estimate" which tells you how much your care is expected to cost. You can ask for this at any time. Learn more at www.cms.gov/nosurprises.
Complaints
Two Chairs is dedicated to providing you with the highest quality care. If you have concerns about the care you received or any aspect of your experience with us, we encourage you to share them. Your feedback will be reviewed promptly and confidentially, and will not affect your care or treatment. Please email us at complaints@twochairs.com.
All Two Chairs providers hold individual licenses from their state boards. While licensing ensures legal qualifications, it does not guarantee specific results or endorse a particular style of practice. If you have a formal complaint against a provider, you may contact the appropriate state board directly.
Questions
If you have any questions, talk to your provider or email support@twochairs.com.
If you are experiencing a medical emergency or mental health crisis, please call 911, contact the National Crisis Hotline at 988, or go to your nearest emergency room. Additional crisis resources can be found here.