New Client Information
We strive to make sure that our clients feel heard and understood. Our professional counsellors are here to provide you with the best possible care and to ensure that all of your questions and worries are addressed. We will take the time to understand your unique situation and provide you with the most helpful advice and strategies for improving your mental health and wellbeing.
We are committed to providing you with a safe, confidential, and comfortable environment in which to discuss your issues. We understand that counselling can be challenging and we are here to help you every step of the way. Our counsellors are experienced, qualified, and passionate about helping you achieve the best outcomes.
We also offer online counselling sessions, for those who prefer a more convenient option. We strive to follow up every visit so that you can provide us with your feedback on how we can further improve to meet the needs of all patients. If you have any questions or concerns, please do not hesitate to contact us. We look forward to helping you on your journey to a healthier, happier life
We try to keep your visit as efficient as possible, ensuring that it starts on time and ends on time. We strive to follow up every visit so that you can provide us with your feedback on how we can further improve to meet the needs of all patients. We are dedicated to providing a warm, supportive, and non-judgmental environment in which you can feel safe to explore your thoughts and feelings.
Cancellation Policy
The follow details how missed and cancelled appointments are handled:
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A full 24 hours’ notice is required for cancelling appointments.
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If you cancel with less than 24 hours before your appointment time, you will be invoiced for 100% of the session cost. Please note, this also applies to same-day bookings, which are subsequently cancelled.
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Clients who fail to show up for a scheduled appointment (“no show”) are billed for the full cost of their scheduled session.
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All no show fees or cancellations fees collected have receipts labelled accordingly. For example: “cancellation fee” or “missed appointment” or “no show”. Sessions that do not occur cannot be marked as a “counselling session”.
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Our booking system will send out reminder emails. These reminders are a courtesy only; clients are responsible to keep or cancel their appointment regardless of whether they receive a reminder or not. If you are uncertain when your next appointment is, please call our office.
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There is a range of valid reasons for cancelling an appointment. In order to be consistent with all clients, cancellation fees will only be waived in the event of a documented medical emergency requiring urgent professional treatment, a death in the family or unsafe weather for travelling (i.e. severe snow storm).
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Fees may be reduced at the discretion of the Therapist.
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If you have booked a series of counselling appointments and have cancelled your most recent appointment with less than 24 hours’ notice or have missed that appointment, you have 24 hours to pay the associated fees to retain your remaining pre-booked sessions.
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Missed appointments and late cancellations are payable via credit card, debit, cash, cheque or e-transfer prior to your next session.
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A session is considered a no show after 15 minutes. For example, if you have a virtual session (telephone or video) after 15 minutes late the Therapist will terminate waiting and an invoice will be issued. Therapist will make all efforts to connect when a sessions is virtual and will make 3 telephone attempts. In the event of Technology challenges in connecting for the session, it is up the client to connect with the office and advise of same.
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Terms of Payment
Methods of Payment accepted:
· Visa
· Mastercard
· American Express
· Visa Debit
· Debit Mastercard
· Discover
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All clients agree to have their payment card(s) information will be saved to file for a future transaction on their account.
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All prices are subject to changes/ increases without notice. Notice is most often provided via consent form updates. Session payments are processed the day prior to the session date, as is consistent with the cancellation policy. Payment via Credit/Debit Cards: all clients signing our consent confirms to be the authorized cardholder of the payment card(s) used to pay for services rendered by The Wyld Hearts Collective of YYC, Aisling Addiction Services Ltd., and/or Awareness and Renew. (including no-show and late canceled appointments).
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If not the authorized cardholder, a client must inform The Wyld Hearts Collective of YYC, and request a third-party payment agreement arrangement. Third-Party payers must agree to our terms and conditions. Should the third-party payer end the agreement for payment for services, said services will be terminated until another payment agreement is in place. In the event that a payment transaction is rejected or unauthorized. The Wyld Hearts Collective of YYC, Aisling Addiction Services Ltd., and/or Awareness and Renew, will take appropriate measures to collaborate with the parties involved and recover the losses.
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We decline all responsibility when payment cards are declined when we are processing payments. Clients are responsible to communicate with their financial institution and solve issues when if they arise. Financial institutions or/and credit card companies could interrupt services to their clients for multiple reasons that are unknown to us.
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In the event, a payment card is declined we will send a payment request by e-mail and inform the client via text as a courtesy once. If the issue is not resolved within a few hours all sessions scheduled will be canceled and the client may be required to prepay for each booked session in the future.
If payment concerns arise too often we reserve the right to ask for a pre-payment for each session pre-booked or decline all services at our discretion. Due to the nature of the services we offer we cannot engage in multiple conversations regarding payment processing issues or extend credit.
Overdue accounts: subject to additional charges. Late fees are due at the appointment time. After 24 hours an additional fee may be charged on overdue accounts.
Unexpected Parties in a counselling session
All the parties hearing sessions on speakerphones, seeing video sessions, taking part in a remote counselling session, or attending office sessions for any amount of time need to be identified and have signed our consent forms prior to the session taking place. The counsellor must be aware of her/his audience.
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In the event, there are more persons attending than had been anticipated or planned for, the counsellor will ask the additional parties to depart. The session can continue with the originally scheduled persons, and arrangements made for additional persons should the counsellor/client deem this plan appropriate. The counsellor reserves the right to terminate the session without refund should a resolution be unavailable during the session.
Safety Policy
The Wyld Hearts Collective of YYC, endeavours to create a safe and respectful atmosphere for clients and therapists alike. With this in mind, we have a zero-tolerance policy for the violence of any kind. For the purposes of this safety policy, violence includes any attempted or actual assaults, any threatening statements, communications or behaviour, which gives one cause to believe that (s)he is at risk of any type of injury.
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We reserve the right to decline the continuation of service to any client at any time should we feel any of our service providers may be unsafe. By engaging in service clients agree to the terms and conditions of with this Safety Policy.
Service outside of a Counsellor’s scope of practice
Counsellors receive specialized training in many areas of practice and develop expertise and competence in specific areas. At times, counsellors refer to other counsellors with expertise in specialized areas of practice. In this case, a reasonable attempt will be made to provide a referral to counsellor(s) or resources with specialized training or expertise in the specific area of concern for which help is sought. A counsellor may refer client(s) elsewhere if the concern(s) falls outside his/her scope of practice.
Legal Disclaimer
The website Wyldhearts.ca (hereinafter “website”) is owned and operated by Aisling Addiction Services Ltd.. (hereinafter “we” “us” “our”). Please read all Terms & Conditions before using our Website – by visiting and using this Website, you (hereinafter “visitor” “you” “your”) are consenting that you have read these Terms & Conditions, and agree to be bound by them. Your use of our website constitutes full and complete acceptance and agreement to this Disclaimer.
LIMITATION OF LIABILITY
You understand and agree that your participation in using our website, social media accounts and/or adding yourself to our email list is wholly voluntary, and you are solely and personally responsible for your actions, choices, and any results therein. You understand there are sometimes unknown risks and circumstances that may arise during or following use of our Website that cannot be foreseen or anticipated, but may influence or affect your planning or you as an individual. You understand and agree that any suggestion or recommendation of a product, service, professional, or otherwise through our Website is purely information – any decision to act upon these suggestions is to be taken by you, at your own risk, without any liability of The Wyld Hearts Collective of YYC, Aisling Addiction Services Ltd., Awareness and Renew, and Wyldhearts.ca . You agree to accept all risks herein.
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Your use of this Website constitutes an agreement and acceptance that you will absolve The Wyld Hearts Collective of YYC, Aisling Addiction Services Ltd., Awareness and Renew, noted Directors, as well anyone acting as an agent, consultant, affiliate, guest blogger, joint venture partner, employee, staff, team member, or anyone affiliated with The Wyld Hearts Collective of YYC, Aisling Addiction Services Ltd., Awareness and Renew, and Wyldhearts.ca . in any way of any liability for any loss, damage, injury, or litigation that you or any other person may incur from direct or indirect use of the information, content, or products found on our Website or via materials requested through email.
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You understand and agree that you will not hold The Wyld Hearts Collective of YYC, Aisling Addiction Services Ltd., Awareness and Renew, and Wyldhearts.ca, or any Director, liable for any type of direct or indirect damages arising out of your use of our Website, any information contained herein, or any products or services purchased therefrom, including but not limited to general, specific, incidental, consequential, punitive, or special damages. You also agree that we are not liable or responsible in any way for any loss incurred by you. You agree that your decision to use our Website is wholly at your own risk and voluntarily chosen by you, and any ramifications resulting therefrom are yours alone.
VOLUNTARY PARTICIPATION
INDEMNIFICATION
By choosing to visit this site and read the information provided, you understand and agree that you are voluntarily choosing to read, implement and/or participate in the use of Website and any information contained herein, and are solely responsible for any outcomes or results (positive or negative.) We cannot be responsible for any action you may choose to take regarding the information provided, and you acknowledge and agree that we are not responsible nor liable to you should you sustain any injuries or negative ramifications. The information contained on Website is intended as general information only; we cannot know your individual medical, mental or physical state. As such, you agree that you are fully responsible for your health and well-being, and any decisions you make to implement or follow anything you find on Website.
You agree at all times to defend, fully indemnify and hold harmless The Wyld Hearts Collective of YYC, Aisling Addiction Services Ltd., Awareness and Renew, and Wyldhearts.ca, and any affiliates, agents, team members or other party associated with The Wyld Hearts Collective of YYC, Aisling Addiction Services Ltd., Awareness and Renew, and Wyldhearts.ca, from any causes of action, damages, losses, costs, expenses incurred as a result of your use of our Website or any products or services contained therein, as well as any third party claims of any kind (including attorney’s fees) arising from your actions in relation to our Website or any breach by you of any such conditions outlined herein. Should we be required to defend ourselves in any action directly or indirectly involving you, or an action where we decide your participation or assistance would benefit our defense, you agree to participate and provide any evidence, documents, testimony, or other information deemed useful by us, free of charge.
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We will attempt to monitor comments and posts made by third parties and users as often as possible. Should you, as a user of our Website, see anything objectionable or offensive posted by a third party, you agree to (1) notify us of the material, and (2) agree not to take any action against us based upon the content posted by the third party. You understand we cannot be responsible for material posted by a user without our control, and agree to release us of any and all claims arising therefrom.
TESTIMONIALS
Our Website may feature testimonials from clients from time to time, in order to provide readers with additional comments from others’ experiences with our website and services. While all information, photos, and quotes used are from actual clients, sharing their real, honest opinions of our website and services, these testimonials are not to be considered as a guarantee that current or future clients will experience the same results, or a guarantee that all clients will have the same experience. You understand and agree that by reading a featured testimonial on our Website, you do not expect the same results, and understand this information is not a guarantee.
WARRANTIES
You understand and agree that we make no warranties, express or implied, and hereby renounce any such warranties, guarantees, or representations with respect to any portion of our Website, the content herein, content distributed through email lists, social media, via webinars, events, or that which is made available through purchase via services. By use of the Website, you agree and understand that use of content and information found herein is to be used at your own risk, with no guarantees, representations, or warranties.
FEES FOR SERVICES
The Wyld Hearts Collective of YYC, Aisling Addiction Services Ltd., Awareness and Renew, and Wyldhearts.ca, is a Fee for Service Agency. You understand that prior to engaging in services you will be required to read and sign a ‘Fee Agreement’. All fees will be made clear to you prior to your engaging in services. Payment for fees are due upon receiving services.