Cancellation policy.
Appointment times are reserved for you. Giving us notice when you cannot attend means the time can be offered to someone else who is waiting for support.
Last updated: September 2026
Notice period
Please give at least 48 hours’ notice if you need to change or cancel an appointment. You can reschedule or cancel using the link in your confirmation or reminder email, by calling 0434 491 145, or by emailing [email protected].
Fees
- Less than 48 hours’ notice: 50% of the private session fee
- Missed appointment without notice: 100% of the private session fee
Cancellation and non-attendance fees cannot be bulk billed or claimed from Medicare and are payable before your next appointment. The same notice period applies to bulk-billed and private appointments.
Illness and emergencies
We understand that illness and emergencies happen. If you are unwell or something unexpected comes up, please contact us as soon as you can. Fees may be waived at our discretion in genuine emergencies.
Late arrivals
If you arrive or join late, the session will still finish at the scheduled time so that other clients are not affected. If you have not joined a telehealth session within 15 minutes of the start time and we have not heard from you, the appointment is treated as a missed appointment.
Mobile appointments
For home, school and community-based appointments, please let us know as early as possible if the location is no longer available or suitable, so that we can reschedule or move the session to telehealth.
Cancellations by us
If we need to cancel or reschedule an appointment, we will contact you as soon as possible and offer the next available time. No fee applies to appointments cancelled by the clinic.
Questions
If you have questions about this policy, please contact us. It forms part of our terms & conditions.