When you make an appointment, our clinician has put aside this time to prepare assessments ahead of your attendance, made modifications to the room or assessment tools depending on what is required for the specific assessment, blocked out time whereby they could be seeing another client, set aside time to clear away some of the more complicated assessment tools, time to write up clinical notes/ observations and score up the results. In some cases, this can be more than three hours out of their day set aside for your appointment, which is why it is so important to us that you attend the appointments that are set aside for you.

If you reschedule and give us at least 48 hours’ notice before your appointment is scheduled to start, there will be no cancellation fee as we will likely be able to fill your spot with another client.

If you reschedule and give us less than 48 hours but greater than 24 hours’ notice, there will be no late cancellation fee, provided that, we are able to fill your appointment with someone else. We will do our utmost to contact other clients to fill this slot; however, if we are unable to fill it in this time frame, you will incur a flat penalty fee of $50.

Cancellations with less than 24 hours’ notice prior to your appointment will incur a flat penalty fee of $50.

Any cancellation fees will be added to your final invoice if you re-schedule. You will be invoiced the cancellation fee amount individually, if you cancel your appointment and do not re-schedule within the next 6 months.

If you can provide documentation from a hospital, doctor, or SA police as evidence for a sudden inability to attend your appointment due to extreme emergency, your late cancellation fee may be waived.

Events that would not constitute an emergency and thus would not warrant a waiving of late cancellation fees include but are not limited to:

· A meeting called at work or any changes to work rosters or travel requirements

· A school, sports, or extracurricular event

· A family activity or holiday

· Changes to the availability of a babysitter or childcare service

Although we accept that such events may be beyond your control and can be genuine reasons for late cancellation, we still require that you take responsibility for these types of circumstances and a cancellation fee would still apply.

No shows.

If you do not show up for your appointment without letting us know ahead of time, this will be considered a ‘now show’. We will provide you with the opportunity to contact us to re-schedule (cancelation fee may apply) within 12 hours of your missed appointment. After this time, if we have not heard from you, any future appointments you have booked with us will be automatically cancelled.

Policy agreement.

You do not have to agree to this policy however we will be unable to provide you with the service without your agreement.

The act of booking any appointment with our service means that you agree to this policy in full.

Cancellation Policy Complaints and Enquiries

If you have any queries or complaints about our Cancellation Policy please contact us via phone, email or in person to discuss this further. You can view or download a copy of our complaints and feedback process here.