LATE CANCELLATIONS Sessions cancelled less than 48 hours and/or two business days in advance are considered “Late Cancellations.” All late cancellations are subject to an $85 fee.

MISSED SESSIONS (“NO-SHOWS”) For "No-Show" sessions (i.e., client does not attend and has not cancelled in advance), the full out-of-pocket service fee will be applied.

• Late cancellation and no-show fees are not billable to insurance and are the responsibility of the client. Late cancellation and no-show fees are waived only in cases of emergency or client illness.

✵ ANNUAL FEE WAIVER: Clients are offered one Late Cancellation/No-Show fee waiver per 12-month period. This waiver can be applied to any one Late Cancelled or Missed Session of their choosing. Clients must communicate to RFC Scheduling if they wish to utilize their waiver.

After any combination of three (3) Late Cancellations and/or No-Shows within a six (6) month period, clients are required to make a $100 session reservation deposit prior to attending and/or requesting their next appointment. If a client is utilizing insurance to cover session costs, any difference between the $100 reservation deposit and their copay, co-insurance, or deductible payment(s) may be refunded to them, applied as a credit to any outstanding balance, or held in reserve and applied to future fees.

If unable to pay outstanding Late Cancellation and/or No-Show fees prior to their next appointment, clients are expected to reconcile any outstanding balance, in addition to current session fees, at the time of their next session. This includes the establishment of an active and functioning payment plan as-needed. Failure to address any outstanding fees may result in clients being unable to reschedule a subsequent appointment until balances are addressed.

Any attendance-related fees will be billed automatically by the end of the week during which the late-cancelled and/or missed appointment(s) takes place, in accordance with standard RFC billing policies (see below).

LATE SESSION ARRIVAL OF CLIENTS AND/OR CLINICIANS

LATE CLIENT ARRIVALS: If running late to a session, clients are encouraged to communicate with their provider as soon as possible via their client portal messenger, email, or through the provider’s direct phone extension. A client’s session will be cancelled if they have not arrived within 15 minutes of the session’s planned start time. Standard late cancellation fees will apply in these instances.

LATE CLINICIAN ARRIVAL POLICIES: *Note: the following late clinician arrival policies apply ONLY to sessions originally scheduled for 45 minutes or longer. If a clinician is and/or expects to be 10 or more minutes late to a 30-minute session, the client will be given the option to reschedule the session. RFC staff work to start and end all sessions promptly. However, clinicians may occasionally be forced to start an appointment late (for example, if a crisis occurs). In cases where a clinician expects to be at least 10 minutes late to a session, the following considerations will apply:

• As soon as possible, RFC staff will attempt to inform clients of a potential late session start and the session’s anticipated adjusted start time. If the clinician anticipates they will arrive 15 minutes or later to session, clients may be invited to reschedule. No late cancellation or other fees will apply.

• Clients are expected to participate in sessions with a late clinician start, as long as the clinician begins the session within 15 minutes of the session’s planned start time. Refusal to participate in sessions wherein 45 minutes or more available time remains will incur standard late cancellation fees.

If a client ever has concerns about clinician attendance or related issues, these concerns should be directed to office@redfishcounseling.com.

INSURANCE BILLING, CLIENT PAYMENTS, & ONLINE BILLING AUTHORIZATION:

INSURANCE BILLING: If you are using in-network insurance benefits for services, we will file claims with and bill your insurance directly. Clients are ultimately responsible for any copays, co-insurance payments, deductible payments, and/or non-covered service fees that are identified by their insurance as client responsibility. This includes any fee adjustments accurately applied due to delays in insurance claims processing. RFC attempts to verify client benefits in advance of their first session and on an ongoing basis, but cannot guarantee the accuracy of active plan information provided by insurance plan representatives, and is not responsible for any inaccurate, outdated, or otherwise incorrect billing data at any time.

Sessions may have additional time added to them in advance (up to a total of 120 minutes) or as a function of circumstance, based on the discretion of RFC staff. Session extensions are billed according to the type of supplemental service(s) being provided and/or based on any required insurance billing protocols. Any extended services not covered by clients’ insurance are the client’s financial responsibility.

OUT-OF-NETWORK BILLING: If you wish to bill your insurance company to pursue reimbursement from plans with which RFC is out-of-network, RFC will provide you with a document called a “Superbill” (i.e., a clinical “receipt”), which can be submitted to your insurance company for filing. It is the client’s responsibility to coordinate the submission of and verification of benefits with their own insurance company.

Clients bear sole responsibility for notifying RFC immediately if their insurance coverage changes. RFC is not responsible for any lapse in clients’ coverage, network status, or related changes in costs due to new plan information.

To prevent confusion related to your anticipated out of pocket costs, it is strongly encouraged that you contact your insurance company to confirm your benefits. If you need assistance verifying your coverage, please review the Navigating Insurance Guide on our website.

Any non-clinical or other outside services performed by RFC staff may also have related fees applied to them, per RFC policy.

RFC does not provide the following services at this time:

• DWI assessments

• Custody evaluations

• Emotional Support Animal assessments and/or letters

RFC reserves the right to deny the provision of additional outside services based on clinical and professional discretion.

CLIENT PAYMENTS & ONLINE BILLING AUTHORIZATION: Standard out-of-pocket/private-pay service fees can be found at the Service Rates and Policies page of the RFC website. Out-of-pocket service fees are established by RFC at a customary and competitive rate. These fees are subject to change based on RFC discretion, policy alteration, or other factors. Standard fees may be reduced only with written agreement from RFC on a case by case basis. While RFC requires a functioning payment method to be stored on file, accepted forms of payment include debit, credit, HSA or FSA card, check, or cash (cash payments must be made in exact amounts). Accounts must be kept current in order to remain being seen by a clinician. A service fee of $30 will be applied to any returned, “bounced,” or otherwise faulty check. Client payments are processed automatically at least once per week using the preferred payment method identified in the client’s account, unless other arrangements are made. Clients who provide any electronic payment method(s) in their client portal for billing purposes authorize Redfish Counseling to utilize any method(s) on file to fulfill all unpaid client balances according to standard RFC billing practices. If a client wishes to revoke authorization of a previously stored payment method, the client must notify RFC of this revocation and/or manually remove the payment method from their client portal information.

If a client’s services will be fully or partially funded by a third party (e.g., another adult or another service sponsor of any kind), the client must provide all required billing party information (name, organization, contact details, etc.) along with written consent for RFC to communicate with their billing party regarding the client’s billing details. Clients understand that a third party service sponsor may revoke billing permissions at any time, at which point a client must provide an alternate method of payment or immediately pause services to prevent the buildup of an open account balance.

In the event no functioning payment methods are available in a client’s account (i.e., card expires, has insufficient funds, or is otherwise “declined” or nonfunctioning), RFC staff will notify the client via email & automated client portal prompts that an urgent update is needed. If payment method issues have not been resolved within seven (7) days of this notification, RFC staff will attempt outreach to clients a second time. Failure to update payment information within 72 hours of this second contact from RFC will result in the immediate pause of the client’s ability to participate in ongoing and/or request future services. Upon receipt of an updated, functioning payment method, a client may immediately resume service participation.

All client balances must be paid in full by the end of the week during which an appointment falls, unless other arrangements have been made. Clients are not allowed to carry a balance without express written agreement from Redfish billing, and only in circumstances where an active payment plan has been implemented and is functioning as agreed. Clients who under any circumstance accumulate an outstanding balance of $200 or more will be required to develop an immediate payment plan with RFC before being eligible for continuing in any ongoing or future services. RFC reserves the right to suspend access to services if client fees for services rendered are not paid and no active payment plan is operational. RFC is not responsible for nor obligated to refund any fees incurred due to clients’ financial institutions’ overdraft policies or any other similar penalties related to transactions performed in the course of standard practice billing activities.

∗ DISPUTED TRANSACTIONS: In the event a client disputes any transaction performed or appearing to have been performed by RFC, the client will be required to immediately halt any participation in ongoing services until the dispute is formally resolved.

∗ DELINQUENT ACCOUNT CLOSURE: Active and former clients with outstanding balances 30 days old or older will be contacted by RFC up to three times utilizing all available contact information in an attempt to address their balance. If no contact is made after these attempts and/or if no reasonable payment plan is established by the client, RFC reserves the right to transmit any uncollected payment data related to the client’s account to ADS, Inc., for subsequent future contact and attempts at collection. ADS, Inc. may contact clients in these cases electronically, via mail, and/or via telephone in order to address any uncollected fees due. RFC has no bearing on ADS, Inc. policies or procedures, and is waived of any liability regarding ADS, Inc. practices in their communications with and management of data regarding client accounts.