Cancellation policy

Late changes and cancellations

Cancellations or changes less than 24 hours before your appointment (not including weekends or public holidays) are subject to a cancellation fee – refer below.

e.g. if you have an appointment on a Monday at 2pm, please advise us ideally by Thursday 2pm but by no later than Friday 2pm.

Please note we cannot claim from Medicare or third parties for appointments not attended.

Cancellation and non-attendance fees

Appointments cancelled or rescheduled with less than 24 hours’ notice will incur 50% of the appointment fee.

Appointments cancelled or rescheduled with less than 4 hours’ notice will incur 100% of the appointment fee.

The fee is a fee associated with cancellations, rescheduling or non-attended appointments. The fee applies to ALL types of appointments, including bulk billed.

The fee will be charged to your debit or credit card, per your signed consent provided on the Client Registration Form.

Existing clients will be directed by their psychologist about any updated policies that apply, such as our cancellation policy and requirement for storing payment information. Our updated policies apply to our returning and former clients.

If your cancellation payment is unsuccessful for any reason (e.g. insufficient funds available or incorrect card details provided by you), we will attempt to contact you by phone, text or email and provide you with an opportunity to process the payment again. You will not be able to attend another appointment until payment is successful.

Reminders

We offer a text reminder service prior to your scheduled appointment. However, you should not rely on this. It is your responsibility to record and remember the timing of any appointments you make.

Changing or cancelling your appointment

Amendments to appointments should be made directly with your psychologist via phone, voicemail, text or email. Alternatively you may contact our reception during opening hours, which are shown on our contact page.

Please keep in mind that all in-person appointments can be shifted to Telehealth (phone or video), even at the last minute. This can sometimes be a useful way to avoid unnecessarily cancelling or rescheduling a session with too little notice.

Finally, please note, insufficient notice and/or non-attendance on more than two occasions may result in a discontinuation of our service, even in cases where a cancellation fee has been incurred and paid.