Refunds, cancellations and missed appointments

01 / APPOINTMENT NOTICE AND FEES

Appointment notice and fees

Please give at least 48 hours’ notice if you need to cancel or reschedule. With 48 hours or more before the appointment, no cancellation fee applies. With less than 48 hours’ notice, or if you miss the appointment without attending, the full session fee is charged, subject to any agreed exception and your non-excludable consumer rights.

This website does not accept payments or complete bookings. Session fees are listed here. Payment arrangements are confirmed before booking. Any future fee changes should be communicated before the affected appointment.

02 / CHANGING OR CANCELLING A SESSION

Changing or cancelling a session

If you need to cancel or reschedule, contact the practice as soon as reasonably possible using the contact method supplied with your appointment. Do not assume that a website enquiry has cancelled a booking.

Appointment time is reserved for you. The 48-hour notice requirement and full-session late-cancellation or missed-appointment fee will be provided in the appointment terms before you book. Serious illness, unexpected emergencies, caring responsibilities, cultural obligations and technical failures can be considered when deciding whether a fee should be reduced or waived. A waiver is not automatic.

03 / PREPAID APPOINTMENTS AND PRACTICE CANCELLATIONS

Prepaid appointments and practice cancellations

If the practice cancels and cannot offer a suitable alternative, any prepaid amount for that session can be transferred to a future appointment or refunded. If you cancel with 48 hours or more notice, a prepaid amount for that appointment can be transferred to another appointment or refunded. With less than 48 hours’ notice, or for a missed appointment, any prepaid amount may be applied to the full-session cancellation fee. If you stop counselling, any remaining prepaid amount for future appointments not subject to those fees will be refunded, subject to applicable consumer rights.

Where an incorrect charge or a service problem has occurred, the practice will discuss an appropriate correction or remedy. A credit or rescheduled appointment will not be used to replace a refund where the law gives you that right.

04 / ONLINE-SESSION DIFFICULTIES

Online-session difficulties

For an agreed online appointment, aim to have a private space and suitable connection. If technical problems arise, contact the practice promptly. An alternative format, rescheduling or refund can be considered as appropriate. A problem on your side is not automatically treated as a missed appointment without considering the circumstances and agreed terms.

05 / CONSUMER RIGHTS AND COUNSELLING OUTCOMES

Consumer rights and counselling outcomes

Your rights under Australian Consumer Law remain intact. The remedy for a service problem depends on its nature and seriousness. A change of mind alone does not generally create a statutory refund entitlement, but agreed cancellation and refund arrangements still apply.

Counselling outcomes cannot be guaranteed. Disappointment with an outcome does not, by itself, establish a service failure; equally, a complaint must not be dismissed simply because counselling can be challenging.

06 / REQUESTING A REVIEW OR REFUND

Requesting a review or refund

Use the separate feedback, complaints and privacy form for fee concerns and refund requests. Provide your name, safe contact details, appointment date and a brief explanation of the issue and remedy requested. Do not send card details or unnecessary clinical information. The practice will review the request and explain its response.

You can also use the feedback and complaints process or seek assistance from an appropriate consumer agency. This policy does not restrict external complaint rights.