Cancellation and Attendance Policy

We understand that appointments occasionally need to be changed. As appointment times are reserved specifically for each client, we require at least 2 business days’ notice to cancel or reschedule an appointment.

Business days exclude weekends and public holidays. Two business days is not necessarily the same as 48 hours.

Short-notice cancellations and missed appointments

When less than 2 business days’ notice is provided, or a client does not attend an appointment, a cancellation fee of up to 100% of the scheduled appointment fee may apply.

A cancellation fee will generally only be charged when:

The appointment time was reserved for the client
The clinician is unable to fill the appointment or undertake alternative billable work
The appointment cannot reasonably be changed to telehealth or another agreed service
Charging the fee is permitted under the client’s funding arrangements

For NDIS participants, cancellation fees will be charged in accordance with the current NDIS Pricing Schedule, the participant’s service agreement and the relevant support item. For private, Medicare-funded or otherwise funded clients, the cancellation fee is payable by the client. Medicare and private health rebates are generally not available for missed appointments.

Costs that were not incurred, such as travel that did not occur, will not be charged.

Illness and unexpected circumstances

We understand that illness, medical emergencies and unexpected events can occur. Please contact us as soon as possible. Requests to waive a cancellation fee will be considered individually; however, a fee waiver cannot be guaranteed.

Where clinically appropriate and agreed with the client, an appointment may be changed to telehealth or used for another service, such as resource development, consultation or report preparation.

Late arrival

If a client arrives late, the appointment will generally finish at the scheduled time so that other clients are not affected. The full appointment fee may still apply.

Cancellations by the clinic

No cancellation fee will apply when we cancel an appointment. We will contact the client or their representative and offer an alternative appointment where possible.

Repeated cancellations

Frequent cancellations or missed appointments may affect therapy progress. If this occurs, we may discuss whether the current appointment time remains suitable, offer appointments on an as-needed basis or place the client on a waitlist.

Providing notice

Cancellation or rescheduling requests should be made through the clinic’s usual telephone, text message or email contact details. The time the message is received will be used to determine whether sufficient notice was provided.