Cancellation Policy

Cancellation Policy

Clients are informed of this policy at the time of booking and acknowledge the need to cancel or pay a late cancellation fee when filling in their initial consult information sheet. They receive a text message three days before their appointment.

We will work with clients to reschedule their appointments, provided there is enough time to fill the gap in the psychologists diary. (three days)

Aim: 

The aim of this policy is:

  • To reduce disruptions to the psychologists’ diaries and waste of psychologists’ time because of client late cancellations and non-arrivals.
  • Make sure that other clients do not miss out on the opportunity to access therapy, 
  • Reduce the income  loss as a direct result of client cancellations and non-arrivals. We are not a government agencies and if a psychologist has a client not turn up the psychologist loses income.
  • To reduce the level of conflict and abuse to receptionists caused by clients disputing fees. 

If for some reason you need to cancel or postpone your appointment, please give our receptionists a minimum of 3 business day’s notice, i.e. call, SMS or email prior to 9.30 am three business days before your appointment, otherwise your account will be charged a fee of $75.00. You should note that calling is the most effective way to ensure we receive notice. You are welcome to leave a message outside of business hours if it is before the cancellation deadline.

As you can understand, it is nearly impossible for a psychologist to book a new client at very short notice. If several clients cancel in one day, then the psychologist loses a large amount of their income. Imagine a salaried employee arriving at work and being told they will only be receiving half their salary for that day! If you consider the situation in these terms, as well as the overhead costs for running a practice, then you can understand why we must charge a cancellation fee for late cancellations and missed appointments. Please note that Medicare or health insurance rebates are not applicable to cancellation fees. ReturnToWorkSA/Motor Vehicle Accident claimants: please note your claim does not cover cancellation or non-arrival fees.

Please note that while we endeavour to remind you of your appointments through SMS reminders, these should not be relied upon and it is your responsibility to keep track of any appointments you have made.