Booking and Cancellation Policy

Booking

NDIS clients
For NDIS participants (self-managed or plan-managed), a quote will be provided. Once accepted, a service agreement will be issued and must be signed prior to commencing services.

Private clients
Privately paying clients, and those not seeking ongoing sessions, will be provided with a quote. Upon acceptance, an invoice will be issued and must be paid prior to the scheduled session.

Cancellations and Rescheduling

All bookings are subject to the following cancellation policy.

We require at least 2 clear business days’ notice for cancellations or rescheduling.
Business days exclude weekends and public holidays.

For example, a Monday 11:00am appointment must be cancelled by 11:00am on the Thursday prior, and the cancellation must be received (via email, text, or confirmed phone call) within this timeframe.

Cancellations made with less than the required notice, or missed appointments, will incur a 100% charge of the scheduled service, including session time, travel, and any applicable costs (e.g. venue hire).

Attendance

It is the client’s responsibility to attend scheduled appointments.

If you are not present at the agreed time, we will attempt to contact you. If we are unable to reach you, we will wait up to 15 minutes before leaving, and the session will be considered a non-attendance which the cancellation policy would apply.

Reminders

We provide appointment reminders via email only. Please ensure your contact details are up to date.

Payment

Invoices must be paid within the agreed timeframe.

If payment is not received, any upcoming sessions may be cancelled and further bookings may not be available until outstanding balances are settled.

Where services are funded by a third party (e.g. NDIS), it remains the responsibility of the client or their guardian to ensure payment is made. Any fees not covered or declined by the funding body will be the responsibility of the client or their guardian.

Additional Information

These are general policies. Please refer to your signed service agreement for any terms specific to your arrangement.