Refund Policy

At Cognito Health, we’re committed to providing timely, respectful, and accessible mental health
care. We understand that circumstances may change, and we aim to be transparent and fair in our
approach to cancellations and refunds. Please review the guidelines below to learn how we manage
refund requests.
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1. Subscription Plans

‍Monthly Subscription

• Billed monthly for ongoing access to our services.
• There is no minimum commitment.
• You may cancel your subscription at any time to stop future billing; services will remain active
  until the next billing day.
• It is your responsibility to cancel your subscription when services are no longer needed; we
  are unable to refund for previous billing periods.

Prepaid Bundles (Skills-Based Therapy & Medication Plans)

• These bundles are prepaid and provide services for a fixed period.
• Cancellations made during the bundle period are not eligible for a full refund, as bundled
  services are non-refundable.
• You may cancel your subscription at any time to stop future billing; services will remain active
  until the next billing day.
• It is your responsibility to cancel your subscription when services are no longer needed; we
  are unable to refund for previous billing periods.

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2. One-Time Fees

ADHD Diagnostic Assessments

• One-time fee charged during sign up.
• If you are deemed ineligible to perform the full ADHD assessment during your Intake
  Appointment, a partial refund will be provided.
• Refund requests must be made within 90 days of the purchase date.
• Once the ADHD Diagnostic assessment has started, fees are non-refundable regardless of
  ADHD diagnosis outcome.

Other Appointments

(Disability Tax Credit Forms or appointments not related to care plan)

• One-time fee charged to reserve time for one-off appointments, such as appointments related to Disability Tax Credit (DTC) forms; these are non-refundable.

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3. Cancelled or No-Show Appointments

Nurse Practitioner & Registered Nurse Appointments

• Cancel with 24+ hours notice: You may cancel or reschedule your appointment without penalty.
• Cancel with less than 24 hours notice or no-show: A fee (depending on appointment type and duration) will be applied to your credit card on file. You may need to reach out to hello@getcognito.ca to re-book if the system prevents you from booking a future appointment.

CBT Provider Appointments

• Cancel with 24+ hours notice: You may cancel or reschedule your appointment without penalty.
• Cancel with less than 24 hours notice or no-show: The option to reschedule will not be offered. You may schedule your next appointment according to your plan’s monthly session limit. Please refer to your subscription details for your specific monthly session limits.
• If you choose to book additional sessions beyond your included monthly limit, including rebooking after a missed appointment, a fee will apply.

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Technical Difficulties

Please contact our office promptly by phone, 250-900-4028, or by email hello@getcognito.ca. No show fees may be waived if deemed appropriate by Cognito.

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Refund Processing

Refunds will be returned to your original method of payment. Please allow 5–10 business days for the
transaction to appear, depending on your financial institution.

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Fee Schedule

Late cancellation or no-show fees:

• Follow-Up: $50
• Initial Assessment: $50
• ADHD Diagnostic Assessment: $100
• One-Off Appointment (Disability Tax Forms, etc.): $100

Additional appointments beyond plan limit:

• CBT Appointments: $50