Cancellation Policy

1. Purpose
The purpose of this policy is to set a standard approach for managing cancellations to ensure fairness and transparency.

2. Definitions
2.1. Cancellation: an appointment is considered cancelled when notice of cancellation is given before 3 pm on the day prior to the client’s appointment.

2.2. Late Cancellation: an appointment is considered a late cancellation when notice of cancellation is given after 3 pm (1500hrs) the day prior to the client’s scheduled appointment. A full-service fee is payable for a late cancellation.

2.3. No-Show: is considered an appointment that has not been cancelled and the client did not show up to the appointment. A full fee is payable for a no-show.

3. Policy
3.1. Our administration will send two reminder messages through autogenerated reminder texts a day before the client’s appointment.

3.2. Clients must provide a cancellation notice by 3pm (1500hrs) a day prior to their scheduled appointment if they wish to cancel.

3.3. In the event of a late cancellation, cancellation fees apply and must be paid prior to the next scheduled appointment.

4. Procedure
4.1. Processing Cancellations
When a client cancels an appointment via email, or phone before 3pm prior to the day before their scheduled appointment, our administration must update the appointment to ‘Cancelled’, make note of the reason for cancellation, and offer to book another appointment.
When a client responds to an automated message to cancel the appointment, Administration must contact the client to acknowledge the cancellation, seek reason for the cancellation and offer to book another appointment.

4.2 Handling Late Cancellations
4.2a. Where a client requests to cancel their appointment after 3pm (1500hrs) a day prior to their appointment, our administration will advise the clinician and determine whether it is appropriate to offer another alternative service i.e. Telehealth.
4.2b. If the clinician wishes to offer an alternate service, the client will be contacted and advised that their cancellation request has been received. However, to avoid the late cancellation fee, the clinician will provide an alternative service-i.e. Telehealth. If the client agrees, their appointment booking will be amended accordingly.
4.2c. If there is no appropriate alternative or the client declines the alternative service, the appointment will be deemed as a ‘Late Cancellation’ and a full cancellation fee will be enforced.
4.2d. Administration will seek reason for the late cancellation, advise of the cancellation fee and offer to book another appointment.

4.3 Handling No-Shows: If the client does not show up for their scheduled appointment, Administration must call the client to check on their welfare, advise of the no-show fee and attempt to book another appointment. A full fee is payable for a no-show.

4.4. Repeat Cancellations: Where a client’s attendance rate is below 60%, Administration must advise the clinician, who will then decide if further appointments can be offered to the client.

4.5. Waiting Lists: Appointments will be put on hold and moved to waiting list in case of 3 consecutive Short Notice Cancellations / Missed appointments / Unconfirmed appointments.

5. Special Considerations
Under special circumstances and if approved by management, no show and late
cancellations fees can be waived.