Short-Notice Change & Cancellation Policy.

Plain terms for changing or cancelling an appointment, and why we ask for notice.

In short

Our policy.

We ask for at least 2 full business days' notice to change or cancel an appointment. This gives us a genuine chance to offer the time to someone else who is waiting, including from our waiting list.

A missed appointment, or a change made with less than 2 full business days' notice, is charged at the full session fee. Medicare does not rebate missed or late-cancelled appointments, so this fee is payable in full by you.

We understand that emergencies happen. The fee is not charged where a medical certificate reaches us within 48 hours of the appointment, where an appointment is changed because a partner or immediate close family member has died, or where we are able to fill the time with another client (unless a third party is paying). Once per client, you can choose to book and pay for a replacement appointment within 7 calendar days instead, and if you attend it the fee is waived. Any other situation is at the discretion of the Director, so please ask.

In practice

How to change or cancel.

You can change or cancel online in the client booking portal, which confirms the change straight away. You can also phone us on (03) 7042 9820. We can't take changes or cancellations by email or SMS. A change by phone is confirmed only once our Client Experience Team or your clinician replies to say so: leaving a voicemail doesn't confirm or guarantee it. If Lyngo, our AI phone assistant, completes the change during your call, the SMS or email confirmation you get confirms it; a message left with Lyngo isn't confirmed until we reply. Replies to reminder texts can't change or cancel. Where we can, we will offer you an alternative time in the same week. The same notice period and fee apply if you are on a Mental Health Treatment Plan, Eating Disorder Plan or another funded pathway. These plans do not cover cancellation fees.