⏳ Hazel's therapy attendance policy for families

Regular attendance is one of the biggest factors in how much your child gets out of the Hazel Online Therapy Program. Therapy works best when visits happen consistently, and a missed appointment is also a time slot another student could have used. This article explains Hazel's attendance policy for families, how to change a visit, and what happens if your child is withdrawn.

If this is an emergency, call 911, or call or text 988 (the Suicide & Crisis Lifeline).

Where you'll see this policy

You'll come across the attendance policy at two moments:

• When scheduling your child's intake visit. You'll be asked to review and acknowledge the attendance policy before you book. (See Self-Scheduling an Intake Visit.)
• When you call Hazel to cancel a visit. Before confirming a cancellation, you'll hear a short reminder of the policy.

The attendance policy

To ensure your child gets the most from their time in therapy, attendance at all visits is essential. A child may be withdrawn from the program if:

• They miss two intake visits due to family-initiated cancellation, rescheduling, or no-shows, or
• They miss three ongoing therapy visits due to family-initiated cancellation, rescheduling, or no-shows.

A quick refresher on the terms: the intake visit is your child's first appointment — a roughly 60-minute session where an intake therapist gets to know your child and sets goals for therapy. Ongoing therapy visits are the weekly sessions that follow. And family-initiated means the change came from your family's side — a cancellation, a reschedule, or simply not showing up.

Need to change a visit? Please give us as much notice as you can

We understand that schedules change, and canceling or rescheduling is always better than a no-show. When you do need to make a change, we highly encourage giving at least 24 hours' notice — that's the minimum that lets us offer the time to another student and get your child rebooked quickly. There's no separate penalty for shorter notice; the counts above are the policy.

There are two ways to make a change:

1. Message your child's therapist in your Hazel account. Log in at my.hazel.co/patient, tap your child's name in the Children section, choose the visit, and use the chat to send a message. This is the fastest way to reschedule. (Need an account? See Parent account creation.)
2. Call Hazel at 1-800-764-2935 (1-800-76-HAZEL). When you call, you'll reach Hazel's automated assistant, which can handle many requests right away — including canceling a visit or taking a reschedule request for your child's therapist to follow up on — or you can leave a voicemail for a callback. The phone line can't book a new time, so to reschedule, message the therapist through your account.

For step-by-step instructions, see How to cancel, reschedule, or rebook your child's therapy visit. We'll always work with you to find a new time, though your preferred slot may not be available and care could be delayed.

If your child is withdrawn, the door stays open

Withdrawal from the program is never permanent — you're welcome to re-enroll your child later. Depending on how your child's last program ended, there may be a short waiting period before a new intake can be booked online, and a child who is currently in an active care program can't start a second one at the same time.

If it isn't time to schedule directly yet, you may be invited to book an enrollment call instead, where a Hazel team member can answer your questions and help plan next steps.

Questions?

We're happy to help. Email us at [e-mail], or call 1-800-764-2935 (1-800-76-HAZEL).