Cancellation and re-schedule policy

Introduction

This article explains our cancellation and reschedule policy. This policy applies to private clients. NDIS clients should consult the current NDIS policy, which currently mandates a 7-day cancellation notice.

Cancellation and Reschedule Policy

A cancellation fee applies when you change or cancel an appointment without providing two (2) business days notice. A business day means a day that is not a Saturday, a Sunday or a public holiday in NSW. The cancellation fee is equal to the scheduled service fee.

For all clarity, if you need to cancel or postpone your appointment, please give Quirky Kid 2 business days' notice; otherwise, you will be charged the full fee.

Explanation

When you make an appointment with Quirky Kid, please take the time to note it in your diary, calendar, smartphone, the palm of your hand, knotted string or whatever you do to make sure you don’t forget important occasions!

The cancellation policy is essential to ensure Quirky Kid can meet its many obligations, including the wages of psychologists, administration staff, our suppliers, outgoings, and facilities. If a client does not attend an appointment or when rescheduling is requested at short notice, we are impacted.

The costs and expenses associated with the running of the business remain the same. For this reason, our cancellation policy is necessary and enforced.

Application

If you can provide us with at least two business days notice that you won’t be able to make the appointment, then we won’t charge you a fee. Simple.

Just so you know, this means if you want to cancel a Monday morning appointment, you need to do that the week before, by first thing Thursday at the latest.

Again, a business day means a day that is not a Saturday, a Sunday or a public holiday in NSW. It doesn’t work if you notify us on the weekend or a public holiday – we won’t be there.

Serious Extenuating circumstances

If you can show that you weren’t able to give the required two business days notice due to serious extenuating circumstances, then we may offer you the following alternatives.

A telephone or online consultation (where appropriate, considering the needs of the client);
Reschedule your appointment to a time within the same week if space is available;
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.

Qualifying for extenuating circumstances

To qualify for this exception, you must contact us at least two hours prior to your appointment and provide details of the serious extenuating circumstances that led to you cancelling or missing the appointment. You must submit an ‘Exception Request’ via our online form and attach the necessary evidence.

Just so you know – the cancellation fee will still be charged while we consider your request. After we review the information provided, if you qualify, we’ll make the necessary corrections.

Serious extenuating circumstances mean something which is:

extremely beyond your control;
nor foreseeable or incapable of being anticipated; and
makes it impossible for you and your child to attend the scheduled appointment in person, by phone or by video. This is an important criteria.

For example, we will not consider granting a fee waiver in the following circumstances:

you have forgotten due to other issues;
you have double-booked another appointment or engagement;
your car has broken down; or
another child has fallen ill, or you cannot find someone to mind them

Expectation from parents

In dealing with this matter, Quirky Kid expects parents to conduct themselves appropriately and understand we have a zero-tolerance for any behaviour that intimidates or distress our staff.

I appreciate your understanding.