Dear Cycle Breaker,
We see you. Balancing healing, responsibilities, and money matters—while also trying to protect your peace. So when we ask for a credit or debit card on file before your first session, we understand it might bring up questions.
Especially if:
- You have full insurance coverage or no copay
- You haven’t met us yet and want to make sure it’s not a scam
- You’re unsure why it’s needed if you’re not paying anything up front
Let’s walk through it together. With care, clarity, and respect for your time and trust.
Why Do We Ask for a Card on File?
Whether you’re seeing us for therapy or wellness services, we ask for a card on file to help us protect your session time, simplify billing, and support your journey with less friction.
Here’s what that looks like:
- To honor your appointment. When you schedule a session, your therapist prepares for you emotionally, energetically, and logistically. Having a card on file helps us reserve your spot and uphold our policies around cancellations, late arrivals, and no-shows.
- To make billing easier. We process payments automatically after each session using the card on file—whether it’s a co-pay, insurance adjustment, or out-of-pocket payment. That means no billing surprises and no need to pull out your card after an emotional session.
- Even if you don’t have a copay, plans can shift. Insurance doesn’t always pay what’s expected. If something changes and a balance is due later, your card allows us to handle it smoothly—but only in alignment with your signed agreement.
“Is This Safe? How Do I Know This Isn’t a Scam?”
We love this question—because it shows you’re protecting yourself. And that’s a powerful part of breaking cycles.
Here’s how we protect you:
- We’ll never ask you to email or text card details. During your intake call, we’ll either:
- Collect your info by phone to confirm your first appointment, or
- Offer a secure link to your client portal where you can enter the information yourself—even during the call.
- All info is stored in a HIPAA-compliant, encrypted system. Your card details are protected, and we don’t have access to your full card number.
- You’ll always be notified before a charge is processed. We send invoices and explain any billing that’s outside of your regular payment flow.
What About Cancellations or No-Shows?
We have a 24-hour cancellation policy, which helps us respect the time of both clients and clinicians. If something comes up and you need to cancel within that window, there’s typically a fee.
But here’s the part that’s just as important: we always waive the fee the first time.
Because life does happen. Things shift. Emergencies arise. We get it—and you won’t be penalized for being human.
After that first grace pass, we simply ask for 24 hours’ notice so we can offer the session to someone else who may be waiting for care.
Our Bottom Line: Partnership, Not Pressure
This isn’t about being transactional—it’s about trust.
We believe in clarity, grace, and mutual respect. That includes clear communication around money and policies so you don’t feel caught off guard or confused. And if something ever feels off, ask us. We’re here to support your healing, not to hustle you.
TL;DR – What You Can Expect:
- You’ll provide your card info during the intake call—either by phone or through a secure portal link (your choice).
- We store your info in a HIPAA-compliant system with encryption and security safeguards.
- Payments are processed automatically after your session.
- You’ll receive a copy of your cancellation and payment policies in writing.
- We have a 24-hour cancellation policy, but your first late cancellation is always waived with care.
- We’re real people, holding space for real healing—and we’re always here if you have questions.
Financial safety is emotional safety. Thanks for trusting us with both.
With warmth and transparency,
Kim Small, LCSW
Founder & Clinical Director, Healing Insight Therapy & Wellness Collective
Executive Director, A Village That Heals inc
