Session Policies

Session Formats

CEREVITY's network provides individual, couples, and family therapy in three session formats. Sessions are conducted by secure telehealth video, with audio-only telephone available in the limited circumstances described below.

Session formats may not be appropriate for every clinical situation. Your clinician will recommend the appropriate format during intake or as treatment progresses.

Audio-Only Sessions

Secure video is the standard delivery method for every format above. Where you are unable to establish or sustain a video connection, a session may be started or completed by secure audio-only telephone. This covers circumstances such as a connection or platform failure, a device or bandwidth limitation, or being in a location where video participation is not practicable.

Audio-only is a fallback rather than a standing alternative. It is used at your clinician's clinical discretion, is available only where permitted by the licensing and telehealth rules of the state you are located in at the time of the session, and is billed at the same rate as the session that was scheduled.

Scheduling

Sessions are scheduled directly with your clinician through CEREVITY's secure client portal. You may request an appointment online or call (562) 295-6650. We will do our best to accommodate your preferred days and times, subject to clinician availability.

A valid payment method must be on file before any session is confirmed. Confirmation emails and reminders are sent prior to each appointment.

Cancellation & Rescheduling

We require at least 24 hours' notice to cancel or reschedule any session. What happens after that depends on how you pay for your care, so this section is in two parts: sessions paid for individually, then concierge membership sessions.

How to Give Notice

A cancellation or reschedule is effective at the moment it is submitted, not when a member of our team reads it. There are two ways to submit one: through the client portal, or by text message to (844) 507-2342. Both channels accept notice 24 hours a day, seven days a week, and both record a timestamp automatically when your notice arrives. That timestamp, not the time a person reads the message, determines whether your notice falls inside or outside the 24-hour window.

Inside the 24-hour window the portal no longer offers self-service changes, so text is the channel for last-minute notice. A reschedule requested within 24 hours of the scheduled start time is treated as a late cancellation of the original session together with a new booking, consistent with the fee terms below.

Email and voicemail are not cancellation channels. A cancellation sent by email or left as a voicemail is not notice under this policy and does not stop the late cancellation or no-show fee. We confirm every text cancellation by return message during support hours; a portal cancellation appears in your appointment view immediately.

Sessions Paid For Individually

Three situations, three outcomes. Which one applies depends on how much notice you give.

The 60% late cancellation fee and the 100% no-show fee are calculated against the rate for the specific session that was scheduled, so a late cancellation on a 3-hour intensive is charged at 60% of the intensive rate rather than the standard rate.

Concierge Membership Sessions

A concierge membership includes a set number of sessions in each membership month, and the monthly fee has already paid for them. A cancelled membership session therefore does not create a separate charge. It is drawn from that month's allocation instead.

• 24 hours' notice or more: your clinician will offer to reschedule the session within the same membership month. Whether or not you take the reschedule, the session is drawn from that month's allocation. A rescheduled session is the same session moved to a new time, so it is drawn once, not twice.
• Less than 24 hours' notice, or no notice at all: the session is drawn from that month's allocation in the same way.
• Nothing is charged on top: the 60% late cancellation fee and the 100% no-show fee above do not apply to a membership session. Your monthly membership fee is the only charge.
• No rollover: a session drawn from a month's allocation is not restored to it, and unused sessions do not carry into the next membership month. Your membership month and how it is dated are set out on our Payment Options page.

Late Arrival, Early Departure & No-Show

Your session is a block of time reserved exclusively for you. Your clinician holds it open and does not schedule another client into it, which is why the fee reflects the time reserved rather than the time used.

• Late Arrival: Sessions begin and end at scheduled times. If you arrive late, your session will end at the originally scheduled time without extension. Full session fee applies.
• Early Departure: If you end a session before the scheduled end time, the full session fee applies. Reserved time is not prorated, credited, or carried forward, and this applies equally to 50-minute, 90-minute, and 3-hour sessions.
• If You Have Not Joined: At five minutes past the scheduled start time, your clinician will attempt to reach you by telephone and by portal message. Your clinician remains available on the telehealth platform for the full 15 minutes following the scheduled start time.
• 15-Minute Threshold: If you have not joined by the end of that 15-minute period and have not contacted your clinician, the session is treated as a no-show.
• No-Show Fee: No-shows are billed at the full session rate. Session rates are listed on our Payment Options page. If you hold a concierge membership, no separate no-show fee is charged; the session is drawn from that month's allocation instead, as set out in Section 03.

Technology Requirements

To attend a session, you will need:

• A computer, tablet, or smartphone with a working camera and microphone
• A reliable internet connection (broadband recommended)
• A private, quiet, well-lit space where you can speak freely without being overheard
• An up-to-date web browser or the telehealth platform's mobile application

Technical issues are best addressed before sessions begin. If a session is interrupted by a technical problem on CEREVITY's side, your clinician will work with you to reconnect, complete the session by secure audio-only telephone as described in Section 01, or reschedule without additional charge.

If the interruption is on your side, your clinician will offer to continue by secure audio-only telephone where that is permitted and clinically appropriate. If the session cannot be completed in either format, the terms in Section 03 and Section 04 apply.

Privacy & Recording

To protect the integrity of the therapeutic relationship and the privacy of all parties:

• Sessions may not be recorded, screenshotted, photographed, or transcribed by clients without prior written consent from CEREVITY and your clinician
• Sessions may not be attended by parties other than those included in the agreed course of care, whether individual, couples, or family, without prior arrangement
• You are responsible for ensuring your session environment is private

Communication Between Sessions

The CEREVITY client portal is the appropriate channel for non-urgent administrative messages, scheduling, and brief check-ins. Therapy work happens in scheduled sessions rather than by message. Clients on a concierge membership that includes between-session access have a wider scope, which their clinician defines at the start of the membership.

Clinicians typically respond to portal messages within one to two business days during regular business hours. The portal is not monitored 24/7 and is not a substitute for emergency services.

Crisis & Emergency Protocol

• Life-threatening emergency: Call 911 or go to the nearest emergency room
• Suicidal thoughts or mental health crisis: Call or text 988 (Suicide & Crisis Lifeline)
• Crisis Text Line: Text HOME to 741741

During intake, clinicians will collect emergency contact information and identify resources in your geographic area. If a clinician determines that a higher level of care is appropriate, they will discuss referrals with you.

Termination of Services

You may end services at any time. Where possible, a closing session is recommended to support continuity of care.

CEREVITY or your clinician may end services if continued treatment is not clinically appropriate, if a higher level of care is needed, if account or payment obligations are not met, or in the case of conduct that compromises the safety or integrity of the therapeutic relationship. In any termination, we will provide reasonable notice and, where appropriate, referrals to alternative care.

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