Our Policies

All policies are subject to change at any time without notice.

Confirmation Policy

Prior to your appointment you will receive an SMS asking you to confirm your attendance. This SMS is sent 48 hours prior to your appointment between 9am and 10am. If your appointment falls on a Monday or Tuesday this SMS will be sent on Friday.

Due to our clinician’s extensive waitlists, we require you to respond with your confirmation once you have received the SMS. If we do not receive communication regarding your appointment 48hrs prior, your appointment may be forfeited and it will be offered to someone on the waitlist.

Thank you for your understanding.

Cancellation Policy

For us to provide a quality service, if you need to cancel or postpone your appointment, we ask that you give 48hrs notice. If you provide us with less than 48hrs notice you will be charged 100% of your full consultation fee. If you fail to attend and provide no notice, you will be charged 100% of the consultation fee if you do not attend. This will need to be paid prior to any future appointments.

The aim of our cancellation policy is:

  • To reduce disruptions to therapist diaries and loss of therapist time in preparation for your session

  • Make sure that other clients do not miss out on the opportunity to access therapy.

  • To reduce lost income. We are a private practice, and without a cancel fee (when a client cancels, reschedules late or does not arrive for their scheduled appointment) the therapist (who is an independent contractor) is paid $0

  • Booking your appointment has already incurred business costs (e.g. admin staff charges and reminder sms charges) which we cannot otherwise recoup when you cancel.

  • To reduce the number of cancellations, no shows and DNA’s. You will not be the only one thinking about cancelling and the combined loss of income when multiple people cancel can be substantial.

  • It is our ‘time’ you are paying for and we only have a limited amount of time per day we can see patients. We also can’t “make it up” like businesses who sell products can.

  • Last minute cancellations are difficult to fill. However, if we do fill your appointment, we will not charge you or your NDIS plan