Please contact ISAND’s receptionist team by phone at 416-224-5959 or by e-mail at info@isand.ca.
Cancellations And Missed Appointments
What happens if my child misses a Program Session?
Programs are time limited or group sessions and have specific procedures about billing and missed appointments. These procedures are spelled out in the Program Agreements that you sign before the start of a Program block.
What happens if my child’s therapist wants us to stop this service or program?
If an ISAND therapist recommends stopping this plan and recommends a different service/program, or withdrawal, you don’t have to give 30 days’ notice or pay any extra money.
Can I withdraw from a service or program if I don’t think its helping?
We suggest that you speak with the clinician before deciding to withdraw your child from service. If you decide to withdraw ISAND needs 30 days’ notice or payment that is equal to 30 days’ notice.
Will you always send me an appointment reminder by email?
ISAND’s computer system usually sends out appointment reminders by email. Sometimes, there is a computer glitch, and you might not receive the reminder. These reminders are a professional courtesy only. Clients are responsible to keep or cancel their appointment, whether they receive a reminder or not. If you don’t know when your next appointment is, please contact ISAND at 416-224-5959 or by e-mail at info@isand.ca.
What happens if the therapist cancels the appointment?
If the therapist has to cancel, you will not be billed for the session. The therapist and client may be able to coordinate a make-up appointment that would be billed at the regular rate.
Why is there a fee for cancelled appointments?
When you book an appointment, your clinician reserves that time just for you. When a client cancels an appointment with short notice, or misses the appointment altogether, it is often too late or impossible to offer this appointment to another family in need.
Can the cancellation fee be waived?
Cancellation fees will only be waived if there is a serious illness, a family crisis, severe weather conditions (i.e. road and building closures), or the therapist has to cancel. Please cancel your session if your child has had a fever, diarrhea, or vomiting less than 24 hours before their appointment.
Is there a fee if I cancel my appointment?
It depends. Please see the chart below.
| Type of service | No fee | Partial fee | Full fee |
| Individual services (1:1 with a clinician) | Cancel at least 24 hours before the start of your appointment No fee | Cancel between 3 to 24 hours before the start of your appointment Fee: 50% of the cost of your appointment | Cancel less than 3 hours before the start of your appointment[1] OR do not show up for an appointment Fee: 100% of the cost of your appointment |
| Developmental paediatrics medical care | Cancel at least 48 hours before the start of your appointment No fee | Cancel between 3-48 hours before the start of your appointment Fee: $75.00 | Cancel less than 3 hours before the start of your appointment OR do not show up for an appointment Fee: $100.00 |
I can’t come to my appointment. What should I do?
As soon as you know you can’t keep your appointment:
- email your (child’s) clinician directly; OR
- call ISAND at 416-224-5959 and speak with reception or leave a voice message if no one is available