Cancellation Policy

While it can be difficult to predict when you may need to cancel or reschedule a session, we require at least 2 full business days notice. Note that public holidays/weekends are not included in this notice period.   This means by 9:00am 2 business days before your appointment.

Example: Your appointment is on a Tuesday.  You will need to ring us by 9:00am on the prior Friday (Sat and Sun are not business days).

Appointments can be in high demand, and your early cancellation will give us the opportunity to offer the appointment to another person who may need urgent support.

  • If you cancel after 9am 2 business day’s before your appt, 50% of the fee will apply.
  • If you cancel with less than 1 business day’s notice or do not attend your appointment, the full fee (100%) will apply.

Please note late cancellation fees are not covered under Return to Work, Comprehensive Third Party, private health fund or Medicare.

If you are ill and unable to attend, a TeleHealth or Phone consultation will be offered.  In case of emergency where you are unable to attend, the first occurrence may be rescheduled on compassionate grounds.  Any further cancellations will require 2 business days’ notice.

In the event that an appointment has been prepaid, the funds will be held in credit for the next appointment.

The reasons for our cancellation policy are to ensure that our services are provided equally and fairly to all our clients who need them.

Unfortunately, if you do not show up for your appointment or cancel without giving adequate notice to us, you are taking away the opportunity for another of our clients to fill in your spot.

We understand that from time-to-time things can go wrong that are beyond the control of our clients and in such circumstances of emergencies and extenuating circumstances, we will endeavour to respond to your situation as quickly and as fairly as possible, provided that you grant us as much notice as possible.

You are advised of our cancellation policy frequently:

– When you first book to see one of our psychologists
– In your booking confirmation email
– In the email appointment reminder
– In the SMS reminder
– In booking notifications when booking online
– On our website
– Right now

Please note that while we endeavour to help remind you of your appointments via email and SMS reminders outside of the cancellation period to give you plenty of time to reschedule should you need to, these should not be relied upon and it is your responsibility to remember appointments you have made.

Please note that our software captures when this information has been sent and received. In addition, our telephone system captures call history data including the date and time of inbound and outbound calls and voicemail recordings.

How do I Cancel | Reschedule?

You can call us on 08 8166 7566 (press Option 1)

At present our reception team (the lovely humans that answer your calls) operate from 8:00am to 4:00pm Monday to Friday. Sometimes, if there are multiple concurrent callers, our phone lines may be busy. If this happens, please leave us a voice message.

You should note that calling is the most effective way to ensure we receive appropriate notice. You are welcome to leave a message outside of business hours if it is before the cancellation deadline.

You can email [email protected]