Session Policies

Last Updated: February 4, 2026

1. THE COMMITMENT

To maintain the integrity of The Wise Mind Group, we adhere to a strict set of operational protocols. These standards ensure that every session, whether Clinical Therapy or Coaching, is focused, protected, and effective.

By scheduling an appointment, you acknowledge that you have read and agree to these standards.

2. SCHEDULING & CADENCE

We design our schedule to respect the time of our clients.

  • The Client Portal: All scheduling, rescheduling, and cancellations should be managed via our secure Client Portal.

  • Session Duration:

    • Standard Sessions: 1 hour

    • Intensives: 2 hours (As arranged).

    • Urgent Check-ins: 15 minutes

  • Frequency: We will establish a cadence (Weekly, Bi-Weekly, or otherwise) during your initial intake to match your goals.

3. ATTENDANCE & LOCATION

Your session time is a reserved container for your growth. To ensure efficacy, please adhere to the following:

  • Default Location (Virtual): Unless a specific physical office address is confirmed in writing, all sessions are conducted virtually. Please do not attempt to attend in person without prior authorization.

  • Arrival: Please log in 2-3 minutes prior to your start time to test audio and video.

  • Privacy Rule: You must be in a private, stationary, and quiet location. We cannot conduct sessions if you are driving, in a public space, or in the presence of unauthorized individuals.

  • Geographic Requirements:

    • Clinical Therapy: You MUST be physically located in Utah or California at the time of the call. If you travel elsewhere, we legally cannot hold a therapy session.

    • Coaching: You may attend from anywhere globally.

4. PUNCTUALITY & GRACE PERIODS

Time is our most valuable asset.

  • Late Arrivals: If you arrive late, the session will still end at the scheduled time to prevent cascading delays for other clients. You remain responsible for the full fee.

  • The 15-Minute Rule: We allow a strict 15-minute grace period. If you have not logged in within 15 minutes of the start time, the bridge is closed, the session is recorded as a "No-Show," and the full fee applies.

5. CANCELLATION POLICY (24-HOURS)

Your appointment time is reserved exclusively for you. We do not double-book.

  • The 24-Hour Window: You may cancel or reschedule up to 24 hours before your appointment time with no penalty.

  • Late Cancellations: Cancellations made with less than 24 hours' notice will be charged 100% of the full session fee.

  • No-Shows: Failure to attend without notice results in an automatic charge of the full session fee.

Why this policy exists: This boundary protects the provider’s time and ensures availability for other clients who need support.

6. EXCEPTIONS & EMERGENCIES

We understand that life happens.

  • True Emergencies: In the event of a documented emergency (hospitalization, natural disaster, tragedy), the cancellation fee may be waived at the sole discretion of the provider.

  • Work Conflicts: High-pressure work demands (such as a meeting running late) are not considered emergencies and the cancellation policy will stand.

7. CRISIS PROTOCOLS

The Wise Mind Group is not an emergency response facility.

  • Therapy Clients: If you are in crisis, please utilize the safety plan established with your clinician.

  • Coaching Clients: Coaching is strictly non-clinical.

  • Immediate Danger: If you are experiencing a life-threatening emergency, suicidal ideation, or psychosis, please take the following actions:

    • Call 911 or go to the nearest Emergency Room.

    • Call 988 (National Suicide & Crisis Lifeline).

8. FINANCIAL RESPONSIBILITY

  • Private Pay Model: We are a cash-based practice. We do not interact with insurance companies.

  • Automated Billing: A valid credit card is required on file. Charges are processed automatically at the time of service or in accordance with the cancellation policy.

  • Outstanding Balances: Late cancellation fees must be settled before future sessions can be scheduled.

9. TECHNOLOGY & RESILIENCE

Technology can be unpredictable. Here is our protocol for disruptions:

  • Minor Glitches: We will attempt to reconnect immediately.

  • Video Failure: If video is unstable, we will default to a high-quality audio call to complete the session.

  • Client Responsibility: Please ensure you have adequate bandwidth before the session begins.

10. PROVIDER CANCELLATIONS

In the rare event that your provider must cancel due to illness or emergency, you will be notified immediately. You will never be charged for a session we cancel, and we will prioritize rescheduling you as soon as possible.

11. POLICY UPDATES

These protocols may evolve as our practice grows. Updates will be posted on our website. Continued use of our services constitutes acceptance of these standards.

12. CONTACT

For scheduling issues or administrative questions:

The Wise Mind Group
Email: hello@thewisemindgroup.com
Mailing Address: 6211 S Highland Dr #4021, Holladay UT 84121