Policies & Procedures
Clear expectations for our work together.
Quick Reference Guide
Cancellation Notice: 24 hours by text or phone. Call or text: 503-656-1415.
Late Cancellation (<24 hours) and No-Show Fees: Full cost of visit.
Late Arrival: Under 15 min: Usually OK. 15+ min: May be no-show.
Clinical Questions: Use your Practice Better patient portal.
Your Privacy: Protected by HIPAA. Your care, your control.
Official Policy Documents
Click to view our full policy documents.
Cancellation and Attendance Policy
Your appointment time is reserved for you. When changes happen last-minute, it prevents me from helping another patient who needs care. I appreciate your understanding.
- Late Cancellation (less than 24 hours notice) and No-Show are billed at full visit cost
- Card on file required for all bookings
- HSA/FSA cards cannot be used for cancellation fees
How to Cancel or Reschedule
- Provide at least 24 hours notice before your appointment
- Text or call 503-656-1415
- After hours: voicemail or text timestamp counts as notice
- Quick option: Use the "Manage appointment" link in your confirmation email or text
Pattern of Missed Appointments
If you have 2 or more late cancellations or no-shows within any 90-day period, I may require pre-payment or a refundable deposit for future appointments, same-day-only scheduling, or in continued cases, discharge from the practice. This policy protects limited appointment availability for patients who need care.
Running Late?
- Arrivals less than 15 minutes late are typically accommodated (session may be shortened)
- Arrivals 15 or more minutes late may be treated as a no-show if they would delay other patients
- Always text or call to let me know if you are running behind
What if someone takes my spot? I maintain a waitlist and do my best to fill cancelled slots. Late cancellation and no-show fees are not waived even if the time is filled. This ensures fairness for all patients and encourages timely communication.
Frequently Asked Questions
Questions About These Policies?
Text or call: 503-656-1415
Email: contact [at] mail.sustainalign.com