Cancellation Policy

If you are unable to attend your appointment, we ask that you provide notice via phone or email at least 2 business days prior to your appointment time.

 

When will a fee be charged?

  • A minimum of 24 hours’ notice is required to cancel your appointment and you will not incur a fee (unless your appointment is on a Monday where you will need to contact the clinic by 12pm Saturday to cancel your appointment without penalty)
  • Cancelling an appointment within 24 hours incurs a fee equivalent to your consultation fee which will be charged and required to be paid when you call to cancel your appointment. This cannot be claimed back through Medicare.
  • Cancelling an appointment due to illness under 24 hours from your appointment will incur a fee of 50% of your consultation fee.

 

Why is a cancellation policy in place?

Our clinic values your treatment, and those on the waiting list. As you can understand it is nearly impossible for a psychologist to book in a new client at very short notice. A late cancelled appointment is a loss to three people:

  • The client who is delaying their therapy progress

  • Another client who is on the waiting list to see the psychologist urgently

  • The psychologist who spent the morning preparing for the session

 

When will a fee be waived?

  • If reception is notified via phone or email that you are unwell within two business days (48 hours) of missing your appointment, and a medical certificate can be supplied within seven (7) days of your missed appointment;

  • If an extenuating circumstance or emergency has occurred.

 

When must the fee be settled?

  • Cancellation fees are payable within 48 hours of the cancelled appointment (this timeframe excludes weekends and public holidays).

  • Please note, Medicare does not cover cancelled appointment fees.

 

How is the fee settled?

  • If CFIH has not heard from you via phone or email within 48 hours of your cancellation or non-attendance, we will settle the appropriate fee via Direct Debit using the card information you have provided on the Consent Form. This information will be securely stored in our Customer Management System.

  • Your card information will be used only for cancellation fees. Once a payment is made, we will email you a receipt of payment for your records.

  • The two-business-day (48-hour) period is considered an appropriate timeframe under the Australian Consumer Law (please ask Reception for a copy of this clause if required).

 

Rebooking appointments after a cancellation?

  • If you miss two or more sessions in a row, your therapist will try to contact you by phone. If we are unable to contact you, we will send you a letter and we will assume that you are well and no longer require our services.

  • If you wish to end therapy, we at Anxiety House request that you discuss this with your therapist.

 

How can I appeal the fee if I believe it is unfair?

  • You can address your appeal to the Practice Manager and send to manager@anxietyhouse.com.au We will respond to your appeal within one week.

 

If you have any questions or queries pertaining to this document or your treatment at our, please ask reception or your practitioner. Thank you.

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