Service Terms & Policies
Please note that booking a service with Arlene Penney means that you read, understood and accepted all the terms and policies on this page. Please feel free to seek further information and or clarification if necessary.
Booking & Payment Policy
You are required to book services online. After booking your appointment online, you will receive an email confirmation and several appointment reminders for your appointment. If you are booking your first session, you must fill out an intake form.
Intake Form here:
https://www.arlenepenney.ca/intake-form
A credit or debit card is necessary to complete your online booking. Your card will not be charged at the time of the appointment. The full service fee will be charged after your appointment. You will also be charged the full fee if you fail to cancel your appointment at least 48 hours before the scheduled appointment time or you are a no-show without notice.
A credit card is necessary to complete your online booking. Your card will not be charged at the time of booking. The full service fee will be charged after your appointment. You must also fill out a credit card authorization form during your first visit to be kept on your file for the upcoming sessions. A receipt will be issued for insurance and tax purposes at the time of your session.
Direct billing is not offered at this time.
​
Rescheduling and cancellations must be done online through the Square Scheduling System. Text messages, voicemails and emails are not monitored 24/7, and therefore cancellation or rescheduling requests are not an accepted cancellation or rescheduling method. The full service fee will be charged on the Square Scheduling System for any rescheduling and cancellations outside of the 48 hour cancellation policy. Insurance receipts cannot be issued for cancellations or no-shows.
Cancellation Policy
48 hours notice for cancellations or rescheduling is required. Appointments rescheduled or cancelled within a 48-hour window will be charged a non-refundable fee of the full cost of the appointment. No-show appointments will also be charged the full appointment fee.
Arlene Penney reserves the right to cancel the appointment if you are more than 15 minutes late. In this case, the full fee charge will apply.
When you make an online appointment, you can cancel and reschedule your appointment yourself up to 48 hours before the start time through the website.
Workshops must be paid by the date determined during the application session.
Refund policies will also be discussed and applicable. Booking an appointment or enrolling in a workshop acknowledges acceptance of this policy.
​
Inclement weather
​
Any in-person counselling sessions will be transitioned to telephone or virtual sessions to ensure the safety of all clients.
​
Clients will be notified promptly of any changes.
​
In most cases, your appointment can be quickly converted to a telephone or virtual format.
​
Updated: April 18, 2026
​
All information discussed/released to Arlene Penney of The Healing Centre - Transform is considered strictly confidential.
Should any information or documentation be released to specific people outside the circle of care, a consent form must be signed.
​
In addition, when a case consultation model is used, with other social workers or the circle of care no identifying information will be shared.
There may be circumstances where confidentiality cannot be maintained, and is the legal duty of a social worker to do so when:
-
Behavior may cause harm to self;
-
Behavior may cause harm to others;
-
The Children, Youth and Protection Act states:
-
where a person has information that a child under the age of 16 is or may be in need of protective intervention, the person shall make report to Child, Youth and Family Services (Section 10)
-
-
An Act Respecting the Protection of Adults states. An adult in need of protective intervention means an adult who lacks capacity and when
-
is incapable of caring for himself or herself, or who refuses, delays or is unable to make provision for adequate care and attention for himself or herself; or
-
is abused or neglected.
-
-
There is reasonable grounds to believe that you may be impaired and not able to safely drive.
-
The Court requires subpoenaed information to be released;
-
If otherwise required by law.
Outside of these legal and ethical principles previously stated, all information shall be treated as confidential.
Booking an appointment with Arlene Penney acknowledges that you have read and understood the above information. You shall seek further information and or clarification with Arlene Penney if necessary.