• Cancellation with less than 48 hours of notice will incur a cancellation fee of 100% the consultation fee.

• Rescheduling needs to occur 48 hours ahead otherwise the cancellation fee still applies.

• No shows or same day cancellations will incur a charge of 100% of the consultation fee.

• You must cancel or reschedule before 5 pm on a Friday for a Monday appointment, or by 5 pm on the last working day before a public holiday if your appointment is scheduled for the first working day after the public holiday.

• You consent for the clinic to deduct the Cancellation Fee from the credit card you have provided when registering with the service.

• Cancellation Fees cannot be paid towards future appointments and are not claimable with all insurers except NDIS.

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Please arrive 5 minutes before your appointment. Late attendance will shorten your consultation time or incur extra charges. All appointment charges are based on the initial rates quoted. If your appointment is extended (> 10 minutes), the session fee will increase in accordance to the hourly rate.

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Why do we have a cancellation policy?

• Cancellation fees apply in health practices as late cancellations create a financial loss for the business.

• When an appointment is made, a time slot is reserved and blocked out with a clinician for the client. The clinician also has to block out time to prepare for the session.

• There are only very limited appointments available, particularly in afterschool hours or on Saturdays. 

• It is unfair to other clients who are waiting on the waiting list and can take up the slots if prior notice was given.

• There are substantial overhead costs associated with providing the services. The clinician has to be paid for, regardless of the attendance of the client.

• We might waive cancellation fees for clients, but this is at the discretion of the clinic director.​

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What are the circumstances a Cancellation Fee will be charged?

• Where your appointment clashed with another commitment 

• A meeting called at work or any changes to work rosters or travel requirements

• A school, sports or extracurricular event

• A family activity or holiday

• Changes to the availability of a babysitter or child care service​

• Where it was difficult for you to attend your appointment  

• Where you can no longer afford the cost of the appointment

• Simply have forgotten the appointment

• Fallen sick but want to wait and see if the symptoms will improve on the day of the appointment​

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Are there any exceptions?

• Yes – If your psychologist is able to offer a suitable alternative time within the same calendar week AND you reschedule and attend the rescheduled appointment. Hence why we need early notice to allow time for rescheduling to happen.

• We understand that illnesses and family emergencies sometimes occur without warning.

• A medical certificate may at our discretion be required to waive the cancellation fee.

• Although we accept that such events may be beyond your control, we still require that you take responsibility for these types of circumstances.

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Paying Cancellation Fees

• If a cancellation fee is charged under this policy and you do not pay the fee promptly we will be unable to continue providing you with the service.

• We also reserve the right to take any further reasonable action necessary to recover any unpaid fees and to bill you for any reasonable additional costs incurred in taking such action.