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.

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. 

Explanation 

Please ensure you record your Quirky Kid appointment in your calendar.

Our cancellation policy is crucial for maintaining the smooth operation of our clinic. It enables us to meet our financial obligations, including paying our staff and covering business expenses. Missed appointments or last-minute cancellations directly impact our clinic, which is why this policy is strictly enforced.

A fee will not be charged if you provide at least two business days' notice of a cancellation.

Serious Extenuating Circumstances

We understand that sometimes, serious and unavoidable circumstances arise. If you cannot provide the required two business days' notice due to a qualifying extenuating circumstance, you may request an exception to our cancellation policy.

What We Consider a "Serious Extenuating Circumstance":

A serious extenuating circumstance is an event that is:

• Extremely beyond your control.
• Unforeseeable and could not have been anticipated.

• Makes it impossible for you or your child to attend the appointment, even by phone or video.

  
  

Examples of situations that DO NOT qualify:

We are unable to waive the fee for circumstances such as:

• Forgetting the appointment or double-booking.
• A vehicle breakdown.
• An illness of another child or an inability to find a babysitter.

Policy Exceptions & Alternatives

If you qualify for an exception, we offer alternatives to a full cancellation fee. We will first attempt to find a solution that keeps your appointment and will only offer a reduced fee if those options are not available.

The alternatives we may offer are:

• Telephone or Online Consultation: Convert your appointment to a phone or video call.
• Reschedule: We may reschedule your appointment for later in the same week, provided we have an opening.
• Reduced Fee: If neither of the above options is possible, we may offer a one-time, 50% reduction of the cancellation fee.

To Request an Exception:

• You must contact us at least two hours before your scheduled appointment.
• You must provide details of the serious circumstance that prevented you from attending.
• You must submit an 'Exception Request' form online and attach supporting evidence within 14 days of the missed appointment.

Expectation from parents

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

I appreciate your understanding.