Cancellation Policy
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Paying a cancelation fee can be frustrating and we genuinely dislike having to enforce it. Before cancelling your appointment, consider changing to a telephone or online counselling appointment.
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Our cancellation policy aims to:
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Reduce disruptions to therapist schedules and prevent loss of time allocated for your session.
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Ensure that other clients can access therapy without missing out.
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Prevent income loss. As a private practice, without a cancellation fee (for late rescheduling, cancellations, or no-shows), the therapist receives no payment.
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Decrease the frequency of cancellations, no-shows, and missed appointments.
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Emphasise that you are paying for our time, which is limited each day for patient appointments. Unlike product-based businesses, we cannot make up for lost time.
What counts as a late cancellation?
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Note that last-minute cancellations are hard to fill, but if we manage to fill your appointment, no charge will be applied.
Short-notice cancellations (including no shows/DNA) are considered to be less than 48 business hours’ notice from the scheduled appointment time.
What counts as a business day?
Business days are Monday to Friday. Saturdays and Sundays are not considered business days for cancellations or no shows.
For example, if your Monday 3pm appointment needs to be cancelled, the deadline is 3pm on the Thursday before. The cancellation fee is only charged if the appointment cannot be filled.
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Full-fee, Medicare-funded, NDIS and Workcover clients
A full cancellation fee of $190 applies. This fee cannot be reimbursed through Medicare, Workcover, Third Party Funders, or private health funds. An invoice will be sent to you via email for payment, and failure to pay the cancellation fee will result in the use of a debit collection service.
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Victims Services Clients
Victims Services allocate two “no show” or less than 24 hours’ notice sessions per 22 free counselling sessions. Victims Services requires you to give 24 hours’ notice before cancelling a session. If/once you use your two “no show” sessions and don’t attend or cancel with less than 24 hours’ notice on a further occasion, we will not offer further sessions to you and we will discharge you from our service.
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How to cancel
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Call or text 0476 384 283 (if no answer, leave a voice message)