For families
Cancel 24+ hours before the session
No charge. The authorization hold on your card is released in full.
Cancel 1–24 hours before the session
50% of the total session cost is charged.
Cancel less than 1 hour before, or no-show
100% of the total session cost is charged.
The $11.99 ViaThera booking charge and card processing fees are not refunded on late cancellations. Cancellation charges are collected from the card on file through the same payment flow as the session itself.
For therapists
| Scenario | Family charged | You receive |
|---|---|---|
| Family cancels 24+ hours before | $0 — hold released | $0 — no session occurred |
| Family cancels less than 24 hours before | 50% of total session cost | 50% of your clinical rate |
| Family no-shows | 100% of total session cost | 100% of your clinical rate |
If you need to cancel a session, give as much notice as possible — 24 hours minimum whenever circumstances allow. The family is never charged when a therapist cancels, and ViaThera will help reschedule. Repeated late cancellations by a therapist may trigger an account review.
Repeated cancellations
Three late cancellations or no-shows within a 90-day period will pause new bookings on a family account for 30 days. You can review your history any time from your dashboard, and you can contact support if there were extenuating circumstances.
Exceptions
- Illness of the child or a documented family emergency — contact support and we will work with you.
- Severe weather or unsafe travel conditions for in-home and community sessions.
- Platform or technology failures that prevent a telehealth session from starting.
- Medicaid and insurance-billed sessions — cancellation fees are not billed to the family by ViaThera.
Questions
This policy is incorporated into the Terms of Use and the Family Services Agreement signed at booking. Email support@viathera.health with any questions.