All behavior services provided by New Beginnings Behavior Services (NBBS) are by appointment only. We understand that there may be times when you must reschedule an appointment due to an emergency. In our practice, we make a strong commitment to our clients and do our best to reschedule an appointment when an emergency or illness prevents a client from keeping a regular appointment time. Given the limited number of appointments, we can make per week, as much notice as possible is appreciated when you need to cancel or reschedule an appointment.

If your overall cancellation rate (either monthly or year to date) exceeds 10% of your scheduled sessions for whatever reason, NBBS will meet with you to review your cancellations and see if current services are appropriate given the amount of cancellations and reasons for them. Based on your cancellation rate, your services may be reduced, terminated or referred to another provider that is better able to meet your needs. In this event, refunds will not be issued for any remaining funds in client accounts. Clients can request to apply the remaining funds in client accounts as a credit towards other services or events or to return with the original service.

All families are expected to email/text/call cancellations to NBBS. If a family does not call in a cancellation and/or no one is home when the staff arrives for in-home services, NBBS will text/call to review the situation. If it happens a second time services may be suspended or terminated. If you are unable to keep your child’s scheduled appointment you must notify NBBS that you are canceling your session.

NBBS recognizes two (2) types of cancellations:

• Emergency/last minute cancellations: These are cancellations that occur within 24 hours of a scheduled appointment and are due to unavoidable reasons (eg. illness, accident, or similar event). Each family is allowed one (1) last minute cancellation every 3 months that will not be considered in your overall cancellation rate.
• Advance cancellations: These are cancellations that are usually pre-planned events such as vacations, doctor’s appointments, holidays, or time off. These cancellations should be called in to NBBS as soon as the family knows about the canceled session. NBBS may be able to reschedule these sessions when given advanced notice.. If you cancel a session, NBBS will attempt to provide you with a make-up of that session based on staff availability. It may occur at a different time/day or with a different therapist but a slot may be offered to you. If you accept this make-up session, it will not be counted as a cancellation.