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.
Client Responsibilities
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.
Payment
If your insurance plan requires a copayment or co-insurance, you must pay these fees at the time of your appointment. After your session, Two Chairs will charge the credit card you have on file for any costs that your insurance provider does not cover.
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.
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.
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.
Appeals and Grievances
You have the right to appeal a decision about your insurance coverage or to file a formal complaint about the care you received. If you want to do this, please contact Kaiser Permanente Northern California to find out the correct steps and who to speak with.
Accessibility
If you need assistance in accessing care, please reach out to Kaiser Permanente Northern California for the appropriate contacts and procedures.
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