At Mocha Mettle, we value your time, our providers’ time, and the time of every person seeking care. Each appointment is a space reserved just for you. When an appointment is missed or canceled without enough notice, it limits access to care for others in our community.

To keep things running smoothly and ensure fairness to all:

• Cancellations require at least 24 hours' notice. If you need to cancel or reschedule, please notify us at least 24 hours in advance so that we may offer the slot to someone else who needs support.

• A $50 fee will be charged for appointments canceled with less than 24 hours’ notice or for no-shows. This fee is not covered by insurance and must be paid before booking future sessions.

• Two consecutive no-shows or 3 missed appointments in a 6-month period may result in termination of care with Mocha Mettle.

• Arriving late? We understand that life happens. We offer a 5-minute grace period for follow-ups and a 10-minute grace period for initial evaluations. If you arrive after this window, your appointment may be marked as a no-show and may need to be rescheduled to respect the next patient’s time.

We appreciate your cooperation in helping us provide excellent, accessible mental health care to everyone we serve.

At Mocha Mettle, we are committed to providing high-quality mental health care in a respectful, safe, and professional virtual environment. You have the right to end your treatment or discontinue services with us at any time and for any reason.

Similarly, Mocha Mettle reserves the right to terminate the provider-patient relationship when necessary. A non-voluntary discharge may occur under the following circumstances:

• Threatening, abusive, or unsafe behavior during telehealth sessions or in any form of communication (including video, phone, email, messaging, or patient portals). This includes verbal abuse, intimidation, hate speech, harassment, or any form of aggressive conduct by the patient or a patient’s family member.

• Disrespectful or hostile communication through secure messaging, phone, email, or any digital channel used for care coordination.

• Repeated non-compliance with treatment recommendations, practice policies, or failure to submit required documentation (e.g., intake forms, consent forms, etc.).

• Failure to make timely payments or repeated issues with outstanding balances.

• Chronic missed, late-canceled, or no-show appointments, which disrupt continuity of care and access to services for other patients.

• Any other behavior or situation deemed harmful, unethical, or disruptive to care—at the sole discretion of the provider.

Please note that termination of care—whether initiated by the patient or Mocha Mettle—does not relieve the patient (or their responsible party) of any outstanding balances owed.

We’re here to support your journey with care and respect, and we ask the same in return to foster a healthy, professional therapeutic relationship.

At Mocha Mettle, we approach the prescribing of controlled substances with great care, following evidence-based guidelines and prioritizing patient safety within our fully virtual practice.

Mocha Mettle does not accept new patients whose primary ongoing treatment includes chronic benzodiazepine use. However, benzodiazepines may be prescribed for short-term use only, when clinically indicated, and at the sole discretion of the prescribing provider.

For patients being considered for controlled substances (e.g., stimulant medications or short-term benzodiazepines), the following policies apply:

• Controlled substances will only be prescribed during scheduled appointments. Refills will not be issued outside of appointments.

• There are no early refills under any circumstance.

• Lost prescriptions will not be replaced.

• Stolen prescriptions may be considered for replacement only with a valid police report, and are subject to provider discretion.

• A urine drug screen (UDS) is required prior to initiating any controlled substance prescription.

  • All patients must complete a baseline UDS before the first prescription.

  • Annual UDS is required, with more frequent testing as clinically indicated.

• The decision to initiate, continue, or discontinue stimulant or other controlled medications is solely at the discretion of the prescribing provider, based on clinical appropriateness, risk-benefit assessment, and compliance with treatment recommendations.

Mocha Mettle is committed to providing ethical, safe, and effective care, and we ask all patients to partner with us in maintaining a responsible treatment environment.

Patients prescribed medication will be provided with enough supply to last until their next scheduled appointment. Refill requests made outside of scheduled appointments will incur a $50.00 administrative fee.

Please allow 1–2 business days for staff to review records and obtain clinician approval. Refills are not guaranteed on Fridays and will not be processed on weekends or holidays. Mocha Mettle does not authorize refills if a future appointment is not scheduled.

There is no guarantee that a provider will approve a refill between appointments or that any refill will be issued within a specific timeframe. Consecutive refill requests are not permitted, and only two refill exceptions are allowed per calendar year.

Controlled substances will not be refilled if a patient has missed or canceled an appointment. Medication adjustments, including changes in dosage or type, will not be made outside of scheduled appointments unless explicitly approved by the provider. If a dose increase or medication change is being considered, the patient must be seen for a full appointment to determine clinical appropriateness.

There is no guarantee that any requested changes to medication, including dosage or frequency, will be approved.

Mocha Mettle partners with Headway to manage all insurance billing and administrative tasks. Headway handles payments, insurance claims, and account management to ensure a smooth and transparent experience for clients.

Clients will receive an email from Headway with instructions to set up their account, including entering insurance and payment information. Session costs can be viewed in advance, and benefits can be verified through the Headway client portal. For assistance with billing, insurance, or account-related issues, clients may contact the Headway team directly through their contact form.

Payment Policy:
All unpaid balances must be paid in full in order to continue receiving services. This includes charges for no-shows, late cancellations, phone consultations, and administrative services such as completion of forms or letters. Any outstanding balance must be paid prior to scheduling the next appointment.

Balances unpaid after 30 days will initiate an internal collection effort. Accounts with balances outstanding for 90 days or more may be referred to an external collections agency for recovery.