Cancellation and billing policies

By using Joon products and services, you agree to be legally bound by this agreement and our Terms of Service. We encourage you to read both documents. We may update our Billing Policy and Terms of Service without notice.

Cancelling or rescheduling appointments

• Your therapist will notify you if they will be unavailable for your scheduled appointment. 
• You can reschedule or cancel appointments up to 24 hours before your meeting time (more notice is appreciated!).
  • If it's your first appointment, contact the care team at operations@joon.com or (425) 600-6425 for assistance.
  • For current clients, you can cancel or request a new appointment time from the Joon app or contact your therapist directly.
• If you give less than 24 hours notice that you cannot attend an appointment, Joon cannot reschedule or provide a refund. This is a "Late Cancellation."
• Your therapist will wait 15 minutes from the appointment start time for you to join the video call. If you do not enter the video call by this time, this is considered a "No Show," and Joon cannot reschedule or provide a refund.
• In rare cases, technical difficulties may prevent you from joining the video call. In that case, you must contact your therapist and operations@joon.com no more than 15 minutes after your appointment start time to avoid a “No Show.”
• “Late Cancellation” and “No-Show” appointments are not refundable and cannot be rescheduled.
  • When paying with health insurance that does not cover appointments you miss, your card will be charged for the therapy session ($125).  
  • When self-paying for therapy, we cannot refund these missed appointments.

Pausing or ending therapy

You can pause or end your therapy at any time with at least 24 hours notice before your next scheduled appointment. Cancelling more than two appointments in a row is considered a pause in care, and your recurring appointment time may be offered to another client. 

We recommend talking to your therapist to plan for breaks in therapy and discuss whether a cancellation is best. While it’s not required, telling your therapist in advance allows time for you to make a clinical post-therapy plan together.

To pause or end care, please reach out to your therapist or email operations@joon.com or (425) 600-6425. 

Billing and payments

You can pay for therapy with Joon in three ways: 1) sponsored care, 2) health insurance, 3) self pay. 

‍Sponsored care

Joon partners with local, state, and national agencies to offer low or no-cost care to our clients. Your care is “sponsored care” if it is paid for by a partner rather than you, your family, or your insurance company.

Clients receiving sponsored care through partners need to follow the requirements of their specific program. Often, these include not missing more than two scheduled appointments (rescheduling or canceling with at least 24 hours notice is okay!). Sponsored care may also cover a limited number of appointments. Repeat cancellations can disqualify you from your sponsored care program. Joon will email you the program details before your therapy begins. 

Health insurance

Joon is in-network with a growing number of insurance providers. Before scheduling your first appointment, we will verify your insurance coverage and provide you with details of your copay, co-insurance, and deductible. 

You are responsible for the cost of your therapy whether or not your insurance pays for services. Before starting therapy, we will ask you for a credit or debit card number to charge your portion of the bill. The card may be used for your portion due after insurance, and for fees from no-show or late-cancelled appointments.

It’s crucial that you notify Joon of any changes to your insurance coverage during your care so that we can give you updated coverage information and bill you accurately.

When you are matched with a therapist, Joon will let you know if your therapist has an associate-level license, meaning they are earning their full license and are supervised by a fully-licensed therapist at Joon. Many insurance companies will not pay for therapy provided by associates.

In network

When Joon is part of your insurance plans’s network, we will submit claims on your behalf. If you have a copay for therapy, we will charge that cost to your card before each appointment. 

Before you start therapy you’ll know how much of the cost is your responsibility—we will check for you when you send us photos of your insurance card, plus we always recommend you confirm directly with your insurance company so there are no surprises!

Out of network

When Joon is not part of your insurance plan’s network, you need to pay the full cost of each appointment. If you’d like to have your insurance pay you back for part of that cost, you can submit your paid bills to them. Here’s how that process works:

1. Joon will email you a PDF file showing you paid your bill. The bill includes insurance codes and your diagnosis, as most insurance companies require (often called a "superbill"). You download this file to your device.
2. Go to your insurance company’s website. Login and look for a place to “Submit claims.” Follow the instructions on their website and upload the paid bills you downloaded from Joon. Your part is now done!
3. Your insurance company reviews these claims and determines how much money, if any, you are due. They’ll typically mail you a physical check for the portion of the cost you’re due.

Joon will make sure you have accurate bills to send to your insurance company. We can’t guarantee that your insurance company will pay you back for part or all of the cost of therapy. Each insurance company and plan is different and their customer website or support number is the most accurate source of information.

Self pay

Paying directly for your care is always an option. Sometimes this means you, the client, are paying “out of pocket." Other times it is parents, other family members, or other close support people who will pay for your care. In this case, the person paying the bills is automatically charged for the cost of each session using a credit or debit card number you’ve provided. 

The person being billed will get a copy of the paid bill by email, which shows the dates of therapy appointments and a diagnosis. They can use this bill to file “out-of-network” claims with an insurance company if you, the client, are covered by their insurance.

Additional questions?

Our team is here to answer your questions. Don't hesitate to get in touch with us if you need additional help. We welcome your comments and feedback on this Billing Policy at operations@joon.com.

Last Updated: November 2024