Your Guide to ABA Billing: Everything You Need to Know

Your ABA Billing Questions Answered

Dear Families,

Below are the most frequently asked questions about our ABA billing and scheduling.  Please note that while there is crossover we have different payment plans for camp and group and Allied Health Services.

General Questions

Why read these FAQs?

Because spending just 5 minutes now can save you a lot of questions later. These FAQs are designed to answer your most pressing questions, clarify our policies, and help you navigate our services with ease.

Who do I contact if I have a billing question?

Most of your questions will likely be answered in the following sections. However, if you have a specific billing question not covered here, please send your query by email to Jamie.deoliveira@papillonfamilyhealth.ca, and we’ll get back to you promptly.

I have a question not answered here, who do I contact?

Please send your query by email to jamie.deoliveira@papillonfamilyhealth.ca, and we’ll get back to you promptly.

Scheduling Changes

Can I switch my child’s scheduled hours?

To maintain consistent, clinically impactful therapy, schedule changes are not done regularly. Any changes must be coordinated with your Senior Therapist.

What if my child is sick and cannot attend a scheduled session?

Please inform us as soon as possible by sending a cancellation notice to cancel@papillonfamilyhealth.ca. Please note that our charges are for time scheduled, not services used.

Vacations / Time Off

What happens if I use more than 10 vacation days in a year?

If more than 10 vacation days are used in a calendar year, the regular charges for the scheduled sessions during those additional vacation days will apply.

Can I carry forward my vacation days?

No, vacation days must be used in each calendar year.

Can I decide when to use the 10 pre-planned vacation days?

We will automatically record pre-planned days off, but we require 5 business days for them to be counted as vacation days.  They can be spread throughout the year.

Why am I being charged for a day I used as a vacation day for?

We honor up to a maximum of 10 pre-planned vacation days per year with 5 business days notice.  Any days over the 10-day allotment are not credited.

Will I be charged if I use a vacation day without giving a 2-week notice?

Yes, if a vacation day is used without the 5 business days notice, it is still billed as a scheduled session.

How do I track how many vacation days I’ve used?

You should keep track of your vacation days. We typically let families know how many days they have used. If you are unclear, you can send an email to Jamie.deoliveira@papillonfamilyhealth.ca for clarification.

Receipts and Invoices

I have pre-paid on my Credit Card.  When do I receive a receipt for my credit card payment?

For prepaid clients, you will receive a receipt of the credit card charge via email each time your credit card is charged.

When will I receive detail on my account?

We provide detailed reconciliation of accounts monthly.

What will my end-of-month invoice show?

At the end of the month, you will receive an invoice with all payments applied, showing a net balance owing or a net credit (paid) balance which will be applied to your next month’s billing.

I paid more than I used, am I owed a refund?

Our charges are for time scheduled, not services used. This allows us to reserve rooms and therapy time. If a session is missed, charges still apply.   For prepaid clients, any overpayments will be deducted from the subsequent weekly credit card charge.

Cancellations

Papillon’s had to cancel on my child’s therapy?  Do I have to pay?

No, you do not have to pay. Your account will be adjusted accordingly at the end of the month.

What if we have an emergency and cannot make it to the session?

We cannot provide refunds for cancellations due to emergencies or cancellations. (Please note that these are our standard policies and exceptions may apply under certain circumstances. We appreciate your understanding and cooperation.)

What happens if my child’s therapy session is canceled by the therapist?

We genuinely understand and share your frustration when a session is unexpectedly canceled. Our 1:1 therapy approach means we rely heavily on individual therapists to provide specialized care tailored to each child. On the rare occasion that unforeseen personal circumstances, such as illness or a family emergency, might compel a therapist to cancel, we make every effort to prevent such disruptions.

However, if a session does get canceled, you will not be charged for the that session and it will be reconciled at the end of the monthly invoicing period.

Payment Policies

Why am I paying ahead? Can’t I just pay the week after the hours are complete?

Prepayment helps us plan resources and ensures your child’s spot for the scheduled therapy sessions.

Why am I being charged for a day I gave 2 days notice for?

Our policy is 5 business days notice so we can allocate resources.

Will I be charged if I give less than a 2-week notice for a schedule change?

Yes, if a change is made with less than a 2-week notice, the cost for the scheduled session still applies.

Why did you charge me the same amount of hours for next week when my child will be away 3/5 days they are scheduled for?

As we plan and reserve therapy sessions ahead of time, charges apply unless it’s a pre-planned absence with 5 business day’s notice.

I paid more than I used, am I owed a refund?

We bill based on the scheduled sessions, not actual usage. Missed sessions are still charged because we reserved time and resources. For prepaid clients, overpayments are deducted from future charges. If you have billing questions, please contact our billing department at accounting@papillonfamilyhealth.ca .