What if I need to cancel or reschedule my session?
We ask for 24 hours' notice. Here's how to make the change yourself, and what happens if you're inside that window.
Life doesn't always cooperate with a calendar. Kids get sick, meetings run long, and some days you just can't get to the session you booked. Changing an appointment is normal, and you don't need a reason.
The short version
With more than 24 hours' notice, you can change or cancel your session yourself, with no fee. Inside 24 hours, the full session rate applies — that includes rescheduling and missed sessions, not just cancellations.
Changing your session yourself
The fastest way is to do it directly, without waiting on anyone:
- Sign in to your Jane account at My Account.
- Find the appointment under your upcoming sessions.
- Choose to cancel or reschedule.
This works any time of day. You don't need to reach us first, and you don't need to explain.
If you're inside the 24-hour window
Please still let us know as soon as you can. Our Care Team can't waive the fee automatically, but we'd rather hear from you than have your therapist sitting with an empty screen — and if something serious happened, tell us. We'd rather know.
You can reach the Care Team at hello@shiftcollab.com or 1-800-661-8681, Monday to Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday to Sunday 9:00 a.m. to 5:00 p.m. ET.
Why we hold the line at 24 hours
When you book, your therapist sets that hour aside for you and doesn't offer it to anyone else. With a day's notice, we can usually give it to someone who's waiting for support. Inside 24 hours, we generally can't — the hour goes unused, and your therapist has already held it. We trust you understand.