Cancellation Policy

Late Cancellation: If you cancel your appointment with less than 24 hours before the scheduled date/time, this is considered a late cancellation.  

No show: Is when you arrive 15 minutes late to your therapy or initial psychiatric appointment or 10 min late to your psychiatric follow up appointment.  

• If you need to cancel: Please do so at least 24 hours before your appointment. 

• We understand that life happens and will waive your first late cancellation fee. If you have a second late cancellation, you will be charged $50, and if you have a third late cancellation, you will be charged $100 for the third and any additional late cancellations.  

• If you miss your appointment: You will be charged a $75 no-show fee.  

• If the appointment was missed due to an emergency (hospitalization, natural disaster, family emergency, death etc), we will try to be flexible with refunds and scheduling. Please reach out to us at  billing@definahealth.com with details of the situation and we will review your refund request on a case-by-case basis.  

It's important to have a good relationship with your provider to get the best care. If you feel like it isn’t a good match, it’s okay to want to find someone else. A positive and trusting relationship is key to a successful therapeutic relationship. 

• Our support team can help look into your situation and provide a full or partial refund, though a refund for past sessions is not guaranteed. 

• Review for refund: If you want your case reviewed for a refund, you should include the following in your request: your provider’s name, how much you want refunded, and why you think you and your provider aren’t a good match. 

•  Next Steps: After you contact support with your request, they will talk to your provider to try to work things out. Whether you get a refund or not, the support team can help you find a new provider. You can also look for a new provider on your own using the Defina Health portal.  

To request a refund, contact our office at 415-417-1929 or email billing@definahealth.com. We will review your request, update you and process refunds within 7-10 business days after approval. 

Insurance and Other Payments 

• Insurance Refunds for appointments billed to insurance will follow the insurance company’s rules. 

• Third-Party Payments: Refunds for payments made by someone else will go back to the original payer following the same rules. 

At Defina Health, we care about your experience and want to resolve any issues quickly and fairly. If you have any questions about our refund policy, please contact us at billing@definahealth.com, via text or call at 415-417-1929 or through your patient portal.