Cancellation, No-Show & Refund Policy

Cancellation and rescheduling

Please cancel or reschedule at least 24 hours before your appointment. With that notice, you can rebook at no cost or receive a full refund of a prepaid session.

Life happens. If an emergency comes up, reach out — genuine emergencies are handled with care and flexibility.

Late cancellations and no-shows

Cancellations within 24 hours of the appointment, and missed appointments, are charged in full because that clinical time was reserved for you and cannot be offered to someone else.

Arriving late does not extend the session. The session ends at its scheduled time.

Therapy session refunds

Prepaid sessions that are cancelled with at least 24 hours' notice are refunded in full. Sessions that have already taken place are not refundable.

If we determine that a different level of care is more appropriate for you, any prepaid session is refunded in full.

ESA evaluation refunds

The ESA evaluation fee pays for clinical time and professional judgment, not for a specific outcome. Once the evaluation has taken place, the fee is not refundable — including when the clinical determination is that an emotional support animal is not clinically appropriate.

Evaluations cancelled at least 24 hours in advance are fully refundable.

Digital resource refunds

Because digital files are delivered instantly and cannot be returned, purchases are generally final. If a file is damaged, will not open, or is not what was described, email aileen@virtualtherapyfl.com within 14 days and it will be fixed or refunded.

How to request a refund

Email aileen@virtualtherapyfl.com or call (305) 330-2936. Approved refunds return to your original payment method, typically within 5-10 business days.