What is your cancellation and re-schedule policy?

This article explains our cancellation and re-schedule policy in more detail. Comprehensive information about this policy is available in our  Terms and Conditions document, and this article is not intended to substitute the Terms and Conditions. This policy is strictly observed and fees will always apply without 48 business hours notice

Please note that when appointments are longer than one hour, multiple cancellation charges apply.

Cancellation Fee

Without 48 business hours notice, the fee is equal to the service fee. For an hour session, this is currently $251. 

Please note that when appointments are longer than one hour, fees are charged for each hour booked resulting in multiple cancellation charges.

The fee you pay covers the cost of the service, not only the time you spend with your psychologists. This policy is essential to ensure the business can meet its many obligations with staff, suppliers, outgoings, and facilities. When a client does not attend or changes appointment arrangements with very short notice, it prevents the business from offering that time to another client. The company still needs to pay for costs and expenses.

Our cancellation policy is strict and is enforced. As such it is important that if you are not sure or can't make an appointment, please contact us as soon as possible.  

Cancellation is a common reason for complaints about our services. We kindly ask clients to consider this policy BEFORE engaging our services. This policy is the minimum guarantee required by us to offer you our services. We also request that clients are kind and polite to our administration staff when discussing a cancellation as rude, disrespectful, forceful and intimidating behaviour will not be tolerated. 

FAQ

Below, you can find useful answers to the most common questions about the cancellation and reschedule policy.

  • Is there any alternative if I can't attend?
    Yes, we offer two alternatives if you can't attend an appointment instead of charging a fee:

    a) You can complete your appointment over the phone instead. The psychologist will call you to discuss your case during your scheduled time. The fee charged is the same as the scheduled appointment regardless of the call duration. 

    b) If you re-schedule your appointment for the same week, and we have an available appointment, we will not charge you a re-schedule fee. You can reschedule your appointment up to a maximum of 2 times.

  • How do I notify you if I need to cancel or re-schedule an appointment?

    You can notify us of your intention to change or cancel an appointment electronically via the confirmation email, or by calling us during business hours. You can also email us, but remember it needs to be received before 48 business hours of your appointment. 

  • My child is sick, or an unforeseen circumstance has taken place, will I still need to pay a cancellation fee?
    Yes, a cancellation fee will still apply if your child is sick or an unforeseen circumstance takes place. However, you can use the alternatives described above. 

  • What happens if I refuse to pay?
    We will try to offer you a variety of options to pay your outstanding cancellation, to pay by instalments for example. However, if you refuse to pay a cancellation fee we will start a collection process that may include a debt collection agency or the small court tribunal. Extra fees, interest and charges apply to unpaid accounts.
  • Where can I complain?

    As a customer, you can contact the Department of Fairtrade to make a complaint if you feel this is inadequate. 

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