Two Chairs Practice Policies

We cannot treat an empty chair.

Decades of research shows that continuity and consistency of attendance is one of the best predictors of whether therapy will be effective for you.  

Client Attendance Policy

Cancellations & Missed Appointments

Cancellations or reschedules are allowed at least 48 hours before the scheduled session start time.

For Matching Appointments:

We require a complete Client Profile 24 hours prior to your scheduled Matching Appointment. If the Client Profile is not completed 3 hours prior to your scheduled Matching Appointment, we will need to cancel and reschedule your appointment.

If your Matching Appointment is canceled due to an incomplete Client Profile:

  • In-Network Clients: you may be responsible for the full session fee depending on your coverage.
  • Out-of-Network Clients: you will be responsible for the full session fee.

If you cancel or request to reschedule less than 48 hours before your scheduled session:

  • Out-Of-Network Clients: you will be responsible for the full session fee.
  • In-Network Clients: you may be responsible for the full session fee depending on your coverage.

If you need to cancel or reschedule a Matching Appointment, please contact the Care Team via email to support@twochairs.com or by phone at 415-202-5159 (8:00 am - 6:00 pm PST, Monday through Friday).

For Individual Therapy Sessions:

If you cancel or request to reschedule less than 48 hours before your scheduled session, you will 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.

We allow a maximum of 4 missed sessions (including advanced cancellations and/or no shows) every 6 months to ensure continuity and consistency in care.  

  • After 3 missed appointments, your clinician will discuss with you whether or not continuing treatment is appropriate at this time.

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

Timeliness

Please be on time for your scheduled appointment. 

Late is defined as 10+ minutes for a Matching Appointment and 15+ minutes for an individual session.  If you are late for your scheduled appointment or session, there will not be sufficient time for your session and it will be canceled and rescheduled.

If you arrive after your scheduled start time, that time will be taken out of your scheduled session time.  For example, if you arrive (or log on) at 7 minutes after your scheduled start time, your clinician will only have 43 minutes for your session.

  • If you are running late for a Matching Appointment, please contact the Care Team via email to support@twochairs.com or by phone at 415-202-5159 (8:00 am - 6:00 pm PST, Monday through Friday).
  • If you are running late for your individual session, please email your clinician directly.

Payment

We require payment at the time of service. 

  • In-Network Clients: this includes your copay or coinsurance.
  • Out-Of-Network Clients: this includes your session fee.

The credit card on file will be charged once your session is completed.  If the credit card 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.

We may update our fees as needed or at the start of each calendar year. The fees listed below are subject to change at any time with written notice.

  • Matching Appointment (45 Minutes): $179 / session
  • Individual Therapy (50 Minutes): $205 / session (Individual Therapy session pricing will increase to $215 effective 02/05/2023)

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 copays, coinsurance, and/or deductible. Any remaining balance that the insurance company has deemed as patient responsibility will be collected following receipt of the Explanation of Benefits from your insurer, which may 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.

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 for a portion of the cost of your care.  If we cannot submit claims on your behalf, we will provide you with the documentation  needed to submit your own out-of-network claims.  Please note, under some plans, in-person and teletherapy sessions may be reimbursed differently. We cannot guarantee that you will be reimbursed for any of the costs for care.

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 clients who do not have insurance (uninsured), who will not be using insurance to pay, or reimburse for services (self-pay) an estimate of the total expected costs for services. 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

We use electronic forms of communication including email, text message, and online client portals.  We cannot guarantee the security of information sent through electronic media, including text messages. If you prefer an alternate means of communication, requests must be received in writing to support@twochairs.com.

Questions

If you have any questions or concerns regarding the Practice Policies, please speak to your clinician or email support@twochairs.com.  We seek to return messages in a timely manner but we cannot guarantee immediate response.

If you or someone you know is experiencing an emergency or crisis and needs immediate help, call 911 or go to the nearest emergency room. 

Additional crisis resources can be found at https://twochairs.com/crisis-resources/

Last updated on November 28, 2022.