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.

Late Arrivals

Nurse Practitioner & Registered Nurse Appointments: If you arrive late to your appointment, the same fees that apply to cancellations or no-shows will be charged:
- More than 5 minutes late for a 15-minute appointment
- More than 10 minutes late for appointments 30 minutes or longer
CBT Provider Appointments:
- The provider will wait up to 15 minutes for you to join your appointment. If you join within this timeframe, you'll have whatever time remains for your session. If you don't join within 15 minutes, the same process that applies to no-show CBT appointments will be followed.
These fees apply to ensure fairness to other patients and our healthcare providers' schedules.

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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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