We understand that life can be unpredictable, and sometimes, appointments need to be changed or cancelled. To ensure we can provide consistent support to all our clients and manage our practitioners' time effectively, we've outlined our policy below.

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REMINDERS

To help you manage your appointments:

• An email reminder is sent 7 days before your appointment

• An SMS reminder is sent 3-4 working days prior to your appointment

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CANCELLATION TIMEFRAMES

• Cancellations or rescheduling must be made with at least 2 full working days’ notice.

• If your appointment is on Monday, you must notify us by 6:00 PM on Friday.

• If your appointment is on Tuesday, you must notify us by 6:00 PM on Saturday.
  (The clinic considers Monday to Saturday as working days and closes daily at 6:00 PM.)

• For appointments following a public holiday, notice must be given by 6:00 PM 2 working days before the public holiday.

• Cancellations with less than 2 working days’ notice will incur a 100% cancellation fee.

• By signing the Client Registration Form, you consent to the cancellation fee being charged to the debit/credit card or bank account provided upon registration.

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WHEN A CANCELLATION FEE APPLIES

• A 100% cancellation fee applies to all cancellations or rescheduling made with less than 2 full working days’ notice, including but not limited to:

  • Forgetting your appointment

  • Last-minute changes to work, school, or family schedules

  • Childcare or babysitter unavailability

  • Financial difficulty

  • Feeling unwell but choosing to wait and see if symptoms improve on the day

• No-shows (non-attendance without notice) will always incur a cancellation fee, regardless of the reason.

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NON-PAYMENT OF CANCELLATION FEE

• If a cancellation fee is incurred and not paid promptly:

  • Future appointments may be suspended

  • We reserve the right to take reasonable action to recover the unpaid amount, including billing for any recovery costs

• Cancellation fees cannot be used as credit for future appointments and are generally not claimable with insurers, with the exception of NDIS.

 

WHY WE HAVE THIS POLICY

• Reserved Time: When you book, a specific time slot is reserved for you and our clinician, including their preparation time.

• Limited Availability: Especially for popular times (after-school, Saturdays), appointments are very limited. Late cancellations prevent other clients from accessing much-needed support.

• Operational Costs: Our practice has substantial overheads. Clinicians are paid for their reserved time, regardless of attendance.

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EXCEPTIONS

• While we understand that unforeseen circumstances and emergencies can occur, our policy generally applies.

• Rescheduling within the same week: If your psychologist can offer a suitable alternative time within the same calendar week AND you reschedule and attend that appointment, the cancellation fee may be waived. This highlights the importance of early notice.

• Medical Certificate: At our discretion, a medical certificate may be required to waive a cancellation fee due to illness or emergency.

• Clinic Director's Discretion: In exceptional circumstances, the clinic director may waive a cancellation fee.