Clinic policies
Cancellation and refund policy
We understand that cancellations are sometimes unavoidable. Naturally, if we cancel your appointment, you will receive a full refund.
When you book a consultation or therapy session, your payment reserves an appointment slot exclusively for you. The fee therefore partly represents payment for this reservation, regardless of whether the session proceeds.
If you cancel or reschedule your appointment with more than a week's notice, or we are able to fill your cancelled time slot, you will receive a full refund.
However, cancelled time slots are often difficult to fill at short notice. Where the slot cannot be filled, the amount retained represents the cost of the unfilled appointment.
Please note that rescheduling an appointment is treated as a cancellation of the original booking and the creation of a new one.
Refunds at a glance
In accordance with the Australian Psychological Society's fee guidelines, the following refunds apply to all cancelled appointments:
- Cancelled by us Full refund
- Cancelled time slot filled Full refund
- More than 7 days notice Full refund
- 48 hours to 7 days notice 75% refund
- 24–48 hours notice 50% refund
- Less than 24 hours notice No refund