Fees & Rebates
Cancellation Policy
Why do we have a cancellation policy?
When you book an appointment, that time is reserved specifically for you. When an appointment is cancelled at short notice or missed, it can affect you, your psychologist and other clients who may be waiting for an appointment.
Our cancellation policy helps us use appointment times fairly and ensures we can continue to provide timely care to all of our clients.
It may affect:
-
You – Interrupting or delaying therapy can impact your progress and continuity of care.
-
Other clients – Late cancellations often mean another client misses the opportunity to access an appointment, particularly those waiting for urgent support or on our cancellation list.
-
Your psychologist – Your psychologist has often spent time preparing for your session and has reserved that appointment time specifically for you. Short-notice cancellations may leave insufficient time to offer the appointment to another client.
Cancellation Timeframes
We require a minimum of 48 hours notice (excluding weekends and public holidays) to cancel or reschedule an appointment without incurring a cancellation fee.
Thinking of cancelling?
If you're unable to attend your appointment, please contact us as soon as possible. In some circumstances, telehealth may be an appropriate alternative, allowing you to keep your appointment without travelling to the clinic. Our team can discuss this option with you and your psychologist where appropriate.
Cancellation Fees
NDIS Appointments
For NDIS appointments cancelled or rescheduled with less than 48 hours' notice (excluding weekends and public holidays), the full session fee will be invoiced if we are unable to fill the appointment.
Third-Party Funders
WorkCover, DVA, NIISQ and other insurance companies and third-party funders do not cover cancellation or non-attendance fees. If a cancellation fee is incurred, the fee is the client's responsibility.
Medicare Rebates
Medicare rebates do not apply to appointments that were not attended.
How are cancellation fees processed?
Late cancellation and no-show fees will be automatically processed using the stored credit card details provided to us during the booking process as per our booking policies.
Unexpected Circumstances
We understand that unexpected illness, emergencies and unforeseen circumstances can arise. If this happens, please contact us as soon as possible. While cancellation fees may still apply, we encourage you to speak with us as early as possible so we can discuss your options.
Understanding our Cancellation Policy
Our cancellation policy is provided at the time of booking and forms part of our consent documentation. It is also included in appointment confirmations and reminder emails and SMS messages.
By booking an appointment, you acknowledge and agree to our cancellation policy.