Cancellation Policy

We ask that you kindly give us at least 2 business days’ notice if you need to cancel or reschedule your appointment.

This cancellation policy is in place to allow us to deliver a high standard of care and services to our clients. Late cancellations impact both your clinician who has prepared for your session and other clients on the waitlist for an appointment as we are not able to fill appointments on short notice.

Where there is a late-cancellation or non-attendance, the following fees apply:

Within 48 hours:

Cancellations between 48 hours and 24 hours prior to your appointment will incur a cancellation fee of 50% of the session fee (notice period excludes weekends & public holidays).

Within 24 hours:

Cancellations less than 24 hours prior to your appointment will incur the full session fee (notice period excludes weekends & public holidays).

Non-attendance

If you do not attend an appointment, the full session fee will be charged. 

Bulk-billing

Due to the high demand for bulk-billed services and as we have limited bulk-billed spaces available to people in financial need, we allow for a maximum of one late cancellation and one non-attendance.

Third Party Funding

Please note that most third-party funders do not cover late-cancellations or non-attendance fees. Any fees that are not covered by the funder will need to be paid privately.

The APS recommended cancellation fees are:

  • 0-24 hours notice: Full fee

  • 24-48 hours notice: 50% of fee

  • 48 hours - 7 days notice: 25% of fee

Please note that weekends and public holidays are considered outside of business hours.

In the event of unforeseen circumstances, we will do our best to accommodate you - we offer Telehealth sessions as an alternative should you be unable to attend in person.

Where a late-cancellation spot can be filled, you will not be charged a cancellation fee.

Providing consistent, quality care is important to us. In the event your clinician is unwell or your appointment needs to be rescheduled due to unforeseen circumstances, we will contact you as soon as possible to offer you an alternative appointment. We thank you for your understanding.

Appointment Reminders

As a courtesy, you will be sent a text/SMS message 4 business days prior to your appointment to confirm your attendance. We ask that you confirm your attendance or contact us to reschedule your appointment as soon as possible so that we can offer the space to a person in need.