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

For Matching Appointments:

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

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.

For Individual Therapy Sessions:

  • 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 for you at this time.

Timeliness

Please be on time for your scheduled appointment. If you are late for your appointment, there may not be sufficient time for a session and it may be canceled or rescheduled.

  • Late is defined as 10+ minutes for a Matching Appointment and 15+ minutes for an individual therapy session.
  • If you are running late for a Matching Appointment, please contact us via email to support@twochairs.com or by phone at 415-202-5159 (8:00am - 6:00pm PST, Monday through Friday).
  • If you are running late for your individual session, please contact your clinician directly via email.

Cancellations & Missed Appointments

Cancellations or reschedules are allowed up to 48 hours before scheduled start time with no fees

If you cancel or request to reschedule less than 48 hours before your scheduled session, you may be responsible for the full session fee, unless you are able to schedule within the same week.  

  • 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 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 contact the Care Team via email to support@twochairs.com or by phone at 415-202-5159 (8:00am - 6:00pm PST, Monday through Friday).

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

Payment

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

  • In-Network Clients: This 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: This 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.

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, 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, including loss of insurance.  If your insurer denies coverage and/or payment for services, you will assume financial responsibility and be required to pay 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, which 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 assume financial responsibility and be required to pay 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 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 reminders, and the Two Chairs Client App.  If you would like to opt out of text message reminders, or you prefer an alternate means of communication, requests must be received in writing to support@twochairs.com and we will do our best to accommodate.

Questions

If you have any questions or concerns regarding the Practice Policies, please speak to your clinician or email support@twochairs.com.

If you are experiencing an emergency, crisis, or need immediate assistance, please call 911 or the National Crisis Hotline at 998, or go to your nearest emergency room.

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

Updated: February 15, 2023