Frequently Asked Questions.

How do I book a first session?

Please email hello@wellflow.ca to find out if there is availability. You may be placed on a waitlist until a first session appointment becomes available. If the waitlist is full then you are welcome to connect with us another time to see if there is availability in the future. You are also welcome to visit our homepage to check for updates.

Are complimentary consultations offered by before booking an initial counselling session at Wellflow?

At Wellflow, the opportunity to embark on a meaningful journey with clients right from the very first session is cherished, which is why separate initial consultations are not offered. Instead, clients are welcomed into a comprehensive assessment that allows the counsellor/coach to truly understand clients unique stories, concerns, and aspirations. This approach nurtures trust and rapport in a safe and supportive environment, fostering an authentic connection from the outset. By integrating the initial assessment into the first session, every moment is dedicated to growth and healing, empowering clients to step into their transformative journey immediately. This collaborative process encourages active participation and sets the tone for a partnership between the client and counsellor/coach, resulting in a personalized and enriching therapeutic experience.

Are in-person sessions available at Wellflow?

Currently, in-person sessions aren’t offered, but we are committed to providing support through virtual sessions, ensuring that you receive the same high-quality care and connection from the comfort of your own space. We look forward to partnering with you on your journey, no matter where you are!

What is the cancellation policy at Wellflow?

Your appointment time is reserved just for you. A late cancellation or missed visit leaves a hole in the providers' schedule that could have been filled by another client that needs help. As such, we require 48 business hours advance notice for any cancellations or changes to your appointment. For example, if a client wants to cancel their 5 pm PST appointment on Monday, they must do so by 4:59 pm PST on Thursday. Clients can either cancel via the Jane application or by emailing hello@wellflow.ca. Clients that provide less than 48 business hours advance notice, or miss their appointment, will be charged the full fee for the session. All appointments are booked in Pacific Standard Time (PST) and late cancellation and/or no show fees will still apply in case of a missed appointment due to a time zone difference. Of course, we will take extreme circumstances such as emergencies into consideration. If there is a pattern of late cancellations and/or absences then we will discuss whether this is the best time for you to attend therapy or coaching.

Will my insurance company pay for my sessions?

It is important for you to understand whether your insurance policy covers sessions with a Registered Psychologist and how much coverage is provided before starting counselling. You may consult with your HR department to find out how to find your insurance policy and the details regarding the specifics of your company’s extended health plan. This information is often provided in a booklet, on a website or over the phone. It is helpful to ask about yearly maximum for counselling expense reimbursement, or the deductible or per cent of coverage for each visit.

Do you do direct billing at Wellflow?

Yes, we are able to do direct billing for some providers. Please email us with the name of your insurer before your first session and we will let you know. Please be prepared to pay for your session out of pocket if the payment platform is down. Wellflow is not responsible for the functioning of third party providers.

Are my counselling services tax deductible?

Yes, Registered Psychologists (R.Psych) are considered “medical practitioners” for the purposes of claiming medical expenses on your tax return. 

Will MSP cover my counselling services at Wellflow?

No, counselling is typically not covered unless it is through a hospital program or mental health team.

If I am experiencing significant distress is it possible to access an initial session sooner at Wellflow?

We understand that feeling very upset can be overwhelming, and we truly want to support you in any way we can. However, appointments are typically available on a first-come, first-served basis. If you're facing safety-sensitive issues or in immediate distress, you are encouraged you to reach out to the Mental Health Support Line at 310-6789, call 911, or visit your nearest emergency room. Your well-being is our top priority, and these resources can provide you with the urgent support you need.

Why is it important to fill out an Intake Form?

Your Registered Psychologist is required by law to obtain your informed consent before starting treatment. It is also important that you understand the boundaries of confidentiality so that you are aware of when we are required to disclose the information that you tell us. The Intake Form explains this information in detail and also outlines our company’s policies and procedures so that you will know more about what to expect. We hope to be as transparent as possible so that you feel more comfortable when working with us.

How do I join the online session at Wellflow?

You will receive an email with the Wellflow Jane Application Online Session link 30 minutes before your session starts. If you did not receive your link before your session starts please email hello@wellflow.ca. Further details about how to join the session can be found here: https://jane.app/guide/how-to-join-your-1-1-online-appointment-for-clients

What if I am unsure about my counsellor or coach’s approach?

Please talk to your counsellor/coach and kindly let them know. It is normal to feel unsure about something that is unfamiliar. Your therapist’s job is to help you and it’s easier for them to do so when you communicate openly with them. Your counsellor/coach is trained to use a number of approaches and may shift gears if necessary. If you are still feel unsure of the approach after talking to them, then please let them know and they can provide you with some referrals. Ultimately, your counsellor/coach wants to support you on your journey towards improving your mental health and wellness.

How do I book another session with Wellflow?

Your therapist is able to book your next session at the end of your current session. If you want to book later, then you are able to access your Wellflow Jane account by visiting https://wellflow.janeapp.com and using your email and password to log in. Once you log in, click on your therapist’s picture, select “Follow-Up Session” and click on the time that you would like to book. If you have not set up your account then please look in your email for the Jane Welcome email that was sent before you started therapy. You can also email us to book another appointment.

How do I access my receipts at Wellflow?

Your link to your receipt will be emailed via the Jane application as soon as your payment is processed. If you are submitting your receipt for insurance reimbursement then you can save it on your computer and then submit it online or print it and send via mail. You can also access prior receipts by logging into your Wellflow Jane account.

Why should I work with a Registered Psychologist at Wellflow?

Working with a Registered Psychologist ensures your counselling is regulated ethical and evidence-based which is especially important for online therapy.

Registered psychologists are overseen by provincial regulators. In British Columbia this is the College of Health and Care Professionals of BC and in Alberta the College of Alberta Psychologists. Registration confirms that the psychologist meets strict standards for education supervised clinical training and professional conduct.

Registered psychologists are trained to work with complex concerns such as stress burnout emotional regulation and relationship challenges. They are also bound by rigorous ethical requirements related to confidentiality informed consent and secure online practice.

For many high functioning adults and couples this provides depth professionalism and accountability while offering support that respects both personal wellbeing and real world responsibility.

How do I choose a Registered Psychologist for individual counselling?

When choosing a Registered Psychologist for individual counselling it is important to look for professional registration relevant experience and a clear scope of practice. In British Columbia psychologists are regulated by the College of Health and Care Professionals of BC and in Alberta by the College of Alberta Psychologists. Registration confirms that the psychologist meets required standards for education supervised training and ethical practice.

It is also helpful to choose a psychologist who has experience working with concerns similar to yours and who clearly explains how counselling works what an initial session involves and whether services are offered online. Finally fit matters. Many people benefit from working with a psychologist whose style feels calm direct and respectful and who offers a professional relationship grounded in trust confidentiality and clear boundaries.

At Wellflow, individual counselling is provided by a Registered Psychologist with experience supporting adults and professionals navigating stress, burnout, emotional regulation, and life transitions through secure online sessions.