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On the
Care screen, navigate to
Mental Health and then Counselling.
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On the Counselling Overview screen, navigate to Appointments.
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On the Upcoming screen, select the appointment you would like to cancel and select Cancel Session.
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Read over the information that will result in cancelling your appointment, and select Yes, cancel.
Please note that cancelling or rescheduling an appointment with less than 24 hours notice will result in a late cancellation fee. This fee is equivalent to the charge for the appointment.
If you need to cancel an appointment for an extenuating circumstance, please message your counsellor to inform them of your situation and ask if they are willing to waive the late cancellation fee. If you require any assistance, please contact our support team at support@team.mysparrow.ca.
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On the Navigation Bar, select Care Services and then
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On the
Counselling dashboard, navigate to the
My Appointments screen.
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Select the appointment you would like to cancel and select Cancel session.
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Read over the information that will result in cancelling your appointment, and select Yes, cancel.
For steps on how to reschedule your appointment on the web app and mobile app version of sparrow, please visit the Book an appointment with a counsellor article.
Appointments that are cancelled or rescheduled with less than 24 hours notice incur a late fee that is equivalent to the cost of the appointment.
For example, if you typically pay $50 for a 30-minute session, and you cancel a 6 p.m. appointment at 10 a.m. on the same day, you will be charged $50.
If you cancel or are absent from a free 15-minute consultation with less than 24 hours notice, you will forfeit the consultation, but can still rebook a regular appointment.
If your counsellor agrees to reschedule or cancel your appointment with less than 24 hours notice, then no late cancellation fee will be applied. To ask about waiving a cancellation or absence fee, please send your counsellor a message.
If you are absent for an appointment, you will be charged an absence fee that is equivalent to the cost of the appointment. Your counsellor should wait 15 minutes before considering you absent.
Note
If you pay for your appointments using corporate sponsored credits, when you cancel late or are absent, your credits will be used for the appointment.
For questions about our cancellation and absence policies, please email the our support team at support@team.mysparrow.ca.