CANCELLATION POLICY

Why do we have a Cancellation Policy?

We have a cancellation fee policy in place to ensure the smooth operation of our practice and to provide the best possible service to all our clients. Here's why this policy is important:

(a) Limited Appointment Availability: Each appointment is 50 minutes to 1 hours, and your psychologist sees a limited number of clients each day. Last-minute cancellations or reschedules mean that other clients on our waiting list may miss out on the opportunity to book that time slot.

(b) Sustainability of the Practice: As a private practice, we rely entirely on session fees to cover our operating costs, such administrative expenses, and other overheads. Unlike publicly funded services, we do not receive government support. When a client does not attend an appointment, the practice incurs a financial loss as these fixed costs must still be met.

We understand that life can be unpredictable, and we respect your right to make decisions that best suit your circumstances. You do not have to agree to this policy however we will be unable to provide you with the service without your agreement.

How the Cancellation Policy Works 

  • Fees may be waived if the appointment can be filled by another client or if your psychologist is able to offer a suitable alternative time within the SAME calendar week AND you reschedule (and attend) the rescheduled appointment

  • The more notice you provide, the greater the chance we will be able to fill your spot.

  • Cancellation fee cannot be reimbursed through Medicare, Workcover, Third Party Funders, or private health funds.

What is meant by a “business day”?

A business day includes any normal weekday (Monday to Friday) that is not:

  • a public holiday, or

  • a declared office-closure period.

Business days apply between the hours of 9am and 6pm.

Examples

Example 1 – Weekday Cancellation

If you provide notice on Thursday at 2:00 pm for an appointment at 2:00 pm the following Tuesday, this counts as three full business days, assuming no public holidays fall in between. No cancellation fee is charged.

Example 2 – Weekend Cancellation

If you cancel on Saturday or Sunday for a Monday 9:00 am appointment:

  • Weekend days do not count as business days.

  • No full business days remain before Monday and the full session fee will be charged

How do I cancel an appointment?

To cancel or reschedule an appointment, you must notify us by email at admin@spokenwordpsychology.com.au. Cancellations made via phone, text, or other methods may not be accepted as phones are not always monitored.

Are there any exceptions?

We understand that illnesses and family emergencies sometimes occur, and we will not charge a cancellation fee in such cases. A medical certificate may, at our discretion, be required to waive the cancellation fee.

Examples of “family emergencies” include:

  • An illness, injury or death

  • A car accident

  • A robbery or assault

Examples not considered family emergencies under this policy:

  • A meeting (work or school), sports, or extracurricular event

  • A family activity or holiday

  • The exhaustion of your current referral / Mental Health Care Plan

Although we accept that such events may be beyond your control, they do not exempt you from responsibility, and the cancellation fee will still apply.

What happens if a cancellation fee is not paid?

  • The fee will be automatically charged to the nominated debit/credit card. If this is not available or payment cannot be processed, an invoice will be sent via email for payment.

  • Failure to pay the cancellation fee promptly may result in future appointments being cancelled 

  • All cancellation fees must be paid before booking your next appointment.

What if I'm running late to an appointment?

If you arrive late to a scheduled appointment you may still attend the balance of your appointment time. Your psychologist may choose to accommodate a late arrival. 

Appointment reminders

An email reminder will be sent to you 4 days before your appointment. An SMS reminder will be sent 2 days before your appointment. 

We know that unexpected things can happen, and we aim to support you in a way that feels fair and respectful. This policy helps us manage our time and offer appointments to others who may be waiting. While we do need your agreement to provide services, we’re always open to talking through any questions or concerns you might have.