Missed Appointments and Late Cancellation Policy

We understand life does not always go as planned; if you cannot make an appointment, please use the portal to cancel your session 48 hours before your appointment. Appointments not attended or cancelled less than 48 hours before the start of the session will incur a late cancellation fee equal to the total session cost. Please note: Medicare cannot provide rebates on late cancellation fees.

If you can show that you couldn't give the required 48-hour notice, we may offer you the following alternatives.
o    A change in the session to a telephone or online consultation (where appropriate, considering the needs of the client).
o    Reschedule your appointment to a time within the same week if space is available.
o    Apply a compassionate fee reduction of 50% if you can show you missed or had to cancel the appointment due to serious extenuating circumstances criteria, but only once.

To qualify for the 50% fee late Cancellation reduction due to extenuating circumstances, you must:
o    Contact us at least two hours before your appointment,
o    and you only qualify if the circumstance makes it impossible for you (parent session) or your child to attend the appointment in person, by phone or by video.

Applications for the 50% fee reduction are made by submitting the Extenuating Circumstances form attached to the missed session/cancellation fee invoice email generated at the time of the session. After we review the information provided, if you qualify, we'll make the necessary corrections.