Cancellation Policy

This SOP covers client no-shows, late cancellations, and related procedures.

Client Sickness Policy

When Clients Should Cancel

Per the Parent Index, families must cancel if:

• Anyone in the household is displaying sickness
• Anyone has a current fever
• Child was sent home from school that day due to illness
• Child did not attend school due to illness

Your Right to Cancel

If you arrive and client, caregiver, or sibling is exhibiting sick symptoms:

1. Do not hesitate to cancel
2. Propose to reschedule
3. If uncomfortable, contact your BCBA first
4. Contact Admin if BCBA unavailable

“We want our clients to successfully recover and avoid spreading sickness.”

Client No-Show

Definition

You show up for session and the client is not there.

Protocol

1. Call the parents
2. If they answer and are on their way → wait for them
3. If no answer → wait 15 minutes
4. If they call during those 15 minutes saying they’re coming → continue waiting
5. After 15 minutes with no contact → you may leave

Documentation

1. Message your BCBA and Admin about the no-show
2. In Aloha: Cancel session → select “No Show/Late Cancellation”
3. Add a 15-minute INDIRECT appointment
4. Note: “waited 15 minutes for [client initials] - no show”

Parent Charge

• Parents are charged a $50 no-show fee

Late Cancellation

Definition

Canceling less than 1 hour before session start OR canceling at the door

Examples

• Parent didn’t know there was a session
• Child just became ill/injured
• Therapist does not step inside

Protocol

1. Message your BCBA and Admin about the late cancellation
2. In Aloha: Cancel session → select “No Show/Late Cancellation”
3. In note section: “late cancellation” or “cancelled at the door”
4. Add a DRIVE TIME appointment (start address → client’s address)
   • You will receive mileage payment if you were on your way or cancelled at door

Parent Charge

• Parents are charged a $50 no-show fee

Starting Then Canceling Session

When This Applies

• Therapist enters home and starts session
• Client is noticeably ill, falling asleep, or unable to participate
• Therapist has the right to cancel

Protocol

1. Message BCBA and Admin explaining why you’re ending early
2. End session on HiRasmus with correct end time
3. In Aloha: Create new session for remaining time
4. Cancel that new session → select “No Show/Late Cancellation”

Example

Session scheduled 9:00-12:00. You start at 9:00. At 9:15, client is unresponsive and falls asleep. You notify parents and leave at 9:30.

HiRasmus: End session 9:00-9:30 Aloha: Create appointment 9:30-12:00, then cancel as “No Show/Late Cancellation”

Parents billed for 9:00-9:30. Remaining time documented as cancelled.

Parent Charge

• Parents charged for time spent at session

Continuous Cancellations

If a Client Continuously Cancels

1. Confirm sessions the night before or morning of
2. Inform your BCBA supervisor
3. Inform Admin/Directors

Leadership will contact the family to prevent ongoing cancellations.

Documentation in Aloha

Cancellation Options

Adding Drive Time for Cancellations at Door

1. Appointment type: DRIVE TIME
2. Start address: your starting location
3. Destination: client’s address
4. You’ll be paid mileage if you were on your way

Mileage Exceptions

Normally, mileage is NOT reimbursed from home to first client.

Exception: If you have a last-minute cancellation while:

• Already on your way, OR
• Already arrived at first client’s location

→ You CAN get paid drive time and mileage from home to client

Summary Table

Related SOPs

• Session Protocol — Session procedures
• Attendance Policy — Staff attendance requirements
• Billing — How cancellations affect billing
• Aloha Training — Aloha software procedures