{"id":417,"date":"2025-05-16T20:11:55","date_gmt":"2025-05-16T20:11:55","guid":{"rendered":"https:\/\/stagingserver3.com\/Melbourne\/?page_id=417"},"modified":"2025-12-10T00:29:42","modified_gmt":"2025-12-10T00:29:42","slug":"cancellation-policy","status":"publish","type":"page","link":"https:\/\/stagingserver3.com\/Melbourne\/cancellation-policy\/","title":{"rendered":"Cancellation Policy"},"content":{"rendered":"[vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; top_padding=&#8221;80px&#8221; bottom_padding=&#8221;50px&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; id=&#8221;rbbbg-1&#8243; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221; gradient_type=&#8221;default&#8221; shape_type=&#8221;&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text css_animation=&#8221;fadeInLeft&#8221;]We understand that life can be unpredictable, and sometimes, appointments need to be changed or cancelled. To ensure we can provide consistent support to all our clients and manage our practitioners&#8217; time effectively, we&#8217;ve outlined our policy below.<\/p>\n<h3><span style=\"color: #372c25;\">REMINDERS<\/span><\/h3>\n<p>To help you manage your appointments:<\/p>\n<ul>\n<li><strong>An email reminder is sent 7 days before your appointment<\/strong><\/li>\n<li><strong>An SMS reminder is sent 3-4 working days prior to your appointment<\/strong><\/li>\n<\/ul>\n<h3><span style=\"color: #372c25;\">CANCELLATION NOTICE PERIOD<\/span><\/h3>\n<ul>\n<li><strong>Cancellations or rescheduling must be made with at least 2 full working days\u2019 notice.<\/strong><\/li>\n<li>If your appointment is on Monday, you must notify us by 6:00 PM on Friday.<\/li>\n<li>If your appointment is on Tuesday, you must notify us by 6:00 PM on Saturday.<br \/>\n(The clinic considers Monday to Saturday as working days and closes daily at 6:00 PM.)<\/li>\n<li>For appointments following a public holiday, notice must be given by 6:00 PM 2 working days before the public holiday.<\/li>\n<li><strong>Cancellations with less than 2 working days\u2019 notice will incur a 100% cancellation fee.<\/strong><\/li>\n<li>By signing the Client Registration Form, you consent to the cancellation fee being charged to the debit\/credit card or bank account provided upon registration.<\/li>\n<\/ul>\n<h3><span style=\"color: #372c25;\">WHY DO WE HAVE A CANCELLATION POLICY<\/span><\/h3>\n<ul>\n<li>Health and medical services often have a cancellation fee as late cancellations bring significant financial burden to the sustainability of the practice.<\/li>\n<li><u>Reserved Time<\/u>: When you book, a specific time slot is reserved for you and our clinician, including their preparation time.<\/li>\n<li><u>Limited Availability<\/u>: Especially for popular times (after-school, Saturdays), appointments are very limited. Late cancellations prevent other clients from accessing much-needed support.<\/li>\n<li><u>Operational Costs<\/u>: Our practice has substantial overheads. Clinicians are paid for their reserved time, regardless of attendance.<\/li>\n<\/ul>\n<h3><span style=\"color: #372c25;\">WHEN A CANCELLATION FEE APPLIES<\/span><\/h3>\n<ul>\n<li><strong>A 100% cancellation fee applies to all cancellations or rescheduling made with less than 2 full working days\u2019 notice<\/strong>, including but not limited to:<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Forgetting your appointment<\/li>\n<li>Last-minute changes to work, school, or family schedules<\/li>\n<li>Childcare or babysitter unavailability<\/li>\n<li>Financial difficulty<\/li>\n<li>Feeling unwell but choosing to wait and see if symptoms improve on the day<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>No-shows (non-attendance without notice) will always incur a cancellation fee, regardless of the reason.<\/strong><\/li>\n<\/ul>\n<h3><span style=\"color: #372c25;\">NON-PAYMENT OF CANCELLATION FEE<\/span><\/h3>\n<ul>\n<li>If a cancellation fee is incurred and not paid promptly:<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Future appointments may be suspended<\/li>\n<li>We reserve the right to take reasonable action to recover the unpaid amount, including billing for any recovery costs<\/li>\n<\/ul>\n<\/li>\n<li>Cancellation fees cannot be used as credit for future appointments and are generally not claimable with insurers, with the exception of NDIS.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; top_padding=&#8221;80px&#8221; bottom_padding=&#8221;50px&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; id=&#8221;rbbbg-1&#8243; disable_element=&#8221;yes&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221; gradient_type=&#8221;default&#8221; shape_type=&#8221;&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text css_animation=&#8221;fadeInLeft&#8221;]\n<ul>\n<li>Cancellation with less than 48 hours of notice will incur a cancellation fee of 100% the consultation fee.<\/li>\n<li>Rescheduling needs to occur 48 hours ahead otherwise the cancellation fee still applies.<\/li>\n<li>No shows or same day cancellations will incur a charge of 100% of the consultation fee.<\/li>\n<li>You must cancel or reschedule before 5 pm on a Friday for a Monday appointment, or by 5 pm on the last working day before a public holiday if your appointment is scheduled for the first working day after the public holiday.<\/li>\n<li>You consent for the clinic to deduct the Cancellation Fee from the credit card you have provided when registering with the service.<\/li>\n<li>Cancellation Fees cannot be paid towards future appointments and are not claimable with all insurers except NDIS.<\/li>\n<\/ul>\n<p>Please arrive 5 minutes before your appointment. Late attendance will shorten your consultation time or incur extra charges. All appointment charges are based on the initial rates quoted. If your appointment is extended (&gt; 10 minutes), the session fee will increase in accordance to the hourly rate.<\/p>\n<h3>Why do we have a cancellation policy?<\/h3>\n<ul>\n<li>Cancellation fees apply in health practices as late cancellations create a financial loss for the business.<\/li>\n<li>When an appointment is made, a time slot is reserved and blocked out with a clinician for the client. The clinician also has to block out time to prepare for the session.<\/li>\n<li>There are only very limited appointments available, particularly in afterschool hours or on Saturdays.<\/li>\n<li>It is unfair to other clients who are waiting on the waiting list and can take up the slots if prior notice was given.<\/li>\n<li>There are substantial overhead costs associated with providing the services. The clinician has to be paid for, regardless of the attendance of the client.<\/li>\n<li>We might waive cancellation fees for clients, but this is at the discretion of the clinic director.\u200b<\/li>\n<\/ul>\n<h3>What are the circumstances a Cancellation Fee will be charged?<\/h3>\n<ul>\n<li>Where your appointment clashed with another commitment<\/li>\n<li>A meeting called at work or any changes to work rosters or travel requirements<\/li>\n<li>A school, sports or extracurricular event<\/li>\n<li>A family activity or holiday<\/li>\n<li>Changes to the availability of a babysitter or child care service\u200b<\/li>\n<li>Where it was difficult for you to attend your appointment<\/li>\n<li>Where you can no longer afford the cost of the appointment<\/li>\n<li>Simply have forgotten the appointment<\/li>\n<li>Fallen sick but want to wait and see if the symptoms will improve on the day of the appointment\u200b<\/li>\n<\/ul>\n<h3>Are there any exceptions?<\/h3>\n<ul>\n<li>Yes \u2013 If your psychologist is able to offer a suitable alternative time within the same calendar week AND you reschedule and attend the rescheduled appointment. Hence why we need early notice to allow time for rescheduling to happen.<\/li>\n<li>We understand that illnesses and family emergencies sometimes occur without warning.<\/li>\n<li>A medical certificate may at our discretion be required to waive the cancellation fee.<\/li>\n<li>Although we accept that such events may be beyond your control, we still require that you take responsibility for these types of circumstances.<\/li>\n<\/ul>\n<h3>Paying Cancellation Fees<\/h3>\n<ul>\n<li>If a cancellation fee is charged under this policy and you do not pay the fee promptly we will be unable to continue providing you with the service.<\/li>\n<li>We also reserve the right to take any further reasonable action necessary to recover any unpaid fees and to bill you for any reasonable additional costs incurred in taking such action.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"<p>[vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; top_padding=&#8221;80px&#8221; bottom_padding=&#8221;50px&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; id=&#8221;rbbbg-1&#8243; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221; gradient_type=&#8221;default&#8221; shape_type=&#8221;&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221;&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-417","page","type-page","status-publish"],"_links":{"self":[{"href":"https:\/\/stagingserver3.com\/Melbourne\/wp-json\/wp\/v2\/pages\/417","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/stagingserver3.com\/Melbourne\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/stagingserver3.com\/Melbourne\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/stagingserver3.com\/Melbourne\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/stagingserver3.com\/Melbourne\/wp-json\/wp\/v2\/comments?post=417"}],"version-history":[{"count":5,"href":"https:\/\/stagingserver3.com\/Melbourne\/wp-json\/wp\/v2\/pages\/417\/revisions"}],"predecessor-version":[{"id":1148,"href":"https:\/\/stagingserver3.com\/Melbourne\/wp-json\/wp\/v2\/pages\/417\/revisions\/1148"}],"wp:attachment":[{"href":"https:\/\/stagingserver3.com\/Melbourne\/wp-json\/wp\/v2\/media?parent=417"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}