Cancellation Policy
We require 48 hours notice (excluding weekends and public holidays) to cancel your appointment and avoid a cancellation fee.
Appointments which are cancelled within 48 hours of the scheduled appointment time incur a cancellation fee of 50% of the session cost ($132.50).
Appointments which are cancelled within 24 hours of the scheduled appointment time incur a cancellation fee of 100% of the session cost ($265). This also applies to appointments that are missed without prior notice.
This is because Amy is dedicated to, and honours, your therapy time, and this time has been set aside specifically for you to utilise. Additionally, this clinic runs under a fee-for-service model and multiple cancellations in one day is not uncommon. The cumulative cost of this occurring can be significant to the clinic.
Late Cancellation fees are not eligible for Medicare rebates as they do not qualify under the Mental Health Care Plan, and claiming them under the MHCP is classified as Medicare fraud. You are responsible for payment of the full cancellation fee.
Last minute cancellation also means that clients who require urgent support may not be offered a session despite it being available. If we are able to rebook your original session time with another client, we will waive the cancellation fee.
If you are running late to your appointment, please contact our clinic ahead of time to notify us. We may call you if we have not heard from you within 15 minutes of your appointment time beginning. This is to ensure you are safe or to mobilise urgent support if necessary, or simply to reschedule your appointment if appropriate. Meaningful therapy can not occur with less than 30 minutes for a session.
Repeated missed or rescheduled appointments may result in you no longer being able to book future appointments with our clinic.
Emergency Exceptions
Sometimes life throws us some really big curve balls that are outside of your control and unavoidable. Exceptions may be made at the clinic's discretion for circumstances such as genuine medical emergencies or vehicle breakdowns. Evidence of such circumstances may be requested to be eligible for a refund of the cancellation fee.
However, please note that last-minute work commitments, family obligations, changes in plans, or forgetfulness do not qualify as emergencies. If you are suffering with a mild illness (such as a head cold), please consider a telehealth appointment instead. This option is available to you at no extra cost.