We understand how valuable your time is and deeply apologize for your counselor's lateness.

At Impact Family, we are committed to serving each of our clients with the highest level of care. Part of that care often involves going beyond the paid-for time with our clients if it helps them reach clarity, healing, insight, or resolve technical issues. This sometimes results in a slight delay in the start time of the following session. We strive to minimize this as much as possible because we deeply respect the time you’ve set aside to meet with us.

To ensure we're fair and transparent, our policy offers a refund if your session is delayed by 15 minutes or more or if the counselor does not show up. We designed this policy because we know your time's precious, and we always want to honor that. You can read more about this in our Cancellation, Refund, and Reschedule Policy in Section 2. It clearly explains how to handle such situations and request a refund if necessary.

While we try our best to ensure sessions don’t start more than 15 minutes past the scheduled time, we always want to hear from you if a delay causes discomfort. Please never hesitate to contact our support team if you experience any delays or wish to request a refund after 15 minutes. We want to treat each other with grace and are here to help however we can.

Thank you again for your understanding and patience. We truly value you as a client and are grateful for the opportunity to walk alongside you in your journey.

My Counselor Is Not Showing Up To My Session, What Should I Do?