our policies
Our team includes trained speech experts called speech-language pathologists (SLPs) and may at times have assistance from SLP student interns, communication health assistants (CHAs), and/or volunteers. All our SLPs have certificates from Speech and Audiology Canada and are part of the College Health and Care Professionals of BC.
Paying for Services: You'll need to pay for treatment or assessments when the session is complete. We prefer payment e-transfer, Visa, Mastercard, and debit. If you pay with cash, please try to have the exact amount. There s a $25 charge for any cheque that doesn't go through. You can enquire about our fee sheet for the current prices.
Missed or Changed Appointments:
If you cancel a session with less than 24 hours notice, we'll charge you for the time we couldn’t fill. We will still charge for travel time if we arrive to the appointment and it is cancelled with short notice.
We'll try to reschedule missed appointments, but we can't promise it, no matter the reason.
If you’ve paid for a session you can't attend, we might be able to arrange another session later. Giving us more notice makes this more likely. But if it's less than 24 hours, it's tough for us to find someone else to take that spot. And it's unlikely we can find a new time for high-demand slots like after school, work, or weekends.
If you expect to miss sessions for more than a week, even if you tell us beforehand, we might not be able to save your usual session time unless you keep paying during your absence.
If the therapist misses an appointment, you can choose to reschedule, get more service time, or get a refund.
If a client or someone in the environment arrives to the appointment sick or is not well enough to safely participate in therapy, the session may be ended or cancelled. In this case, the full session fee and any travel fees will still apply.
Ending Treatment: Treatment will stop: a) if you ask, b) when you or your family member meet therapy goals, c) if the therapist thinks treatment isn't helpful anymore, or d) as decided by the therapist.
Refund Rules: Fees paid for completed speech therapy services are non-refundable.
Fees charged for late cancellations, missed appointments, or sessions ended early due to illness are also non-refundable.
If a payment is made in advance, it may only be applied to future services at the discretion of Mercury Speech & Language.
Refunds will not be provided for unused portions of scheduled services, except where required by law.
Results: We can't promise any specific results from the treatment.
Invoices: If you want a special invoice, it will cost $75 extra. We'll only give honest invoices to comply with the law, and we'll give only one receipt.
Privacy: Everything between you, your family, and Mercury Speech & Language stays private. We won’t share any info without your permission. Reports you buy belong to you, and you can use or share them how you want.
Remember, talking on the phone or email might not be secure. By using these ways to talk to us, you agree for us to talk to you using these methods.
Audio or video recordings: Audio and video might be used during the sessions for clinical and teaching purposes with your permission. These recording will be stored in compliance with the law and will be kept private.