CANCELLATION POLICY

Cancellation policy

We understand that paying a cancel fee can be frustrating, and we genuinely dislike having to enforce it.

Our cancellation policy is communicated through various channels, including the Client Information and Consent Form you signed as you booked your first consultation, booking confirmations, appointment reminders, and on our website.

The financial impact of multiple late cancellations /re-scheduling and/or no shows can be significant due to the limited number of sessions a psychologist is able to provide each day for client appointments. Unlike product-based businesses, we cannot make up for lost time as last-minute cancellations /rescheduling and no-shows are hard to fill.

Our cancellation policy aims to:

Decrease the frequency of cancellations, no-shows, and missed appointments.
Ensure that other clients can access therapy without missing out.
Minimise disruptions to psychologist's schedules and prevent loss of psychologist's time allocated for your session.
Cover business costs incurred when booking your appointment and preparing for your appointment which are not recoverable upon cancellation.
Prevent income loss: as a solo practice, without a cancel fee (for late rescheduling, cancellations, or no-shows), the psychologist receives no payment while still having to pay for the overhead costs.

What is a late cancellation / re-scheduling and a no-show?

Business days are defined as Monday to Friday; Saturdays, Sundays and public holidays in the ACT are not considered business days for cancellations/rescheduling or no shows.
Cancellation/Rescheduling example: if your Monday 1 pm appointment needs to be cancelled or rescheduled, the deadline is 1 pm Thursday before (AEDT).
No-show: A no-show occurs if a client is 20 minutes late or more to their scheduled session.
In the event of an emergency, such as an accident or sudden illness that could not have been reasonably foreseen and avoided, the cancellation fee may be waived upon providing appropriate evidence. However, a portion of the fee may still be retained to cover the costs associated with reserving the appointment time.

Late Re-scheduling, Late Cancellation & No-Show Policy for therapy services:

late re-scheduling/late cancellation within 48 business hours / 2 business days: 50% of the appointment fee will be forfeited.
no-show/more than 20 minutes late/late re-scheduling/late cancellation within 24 business hours / 1 business day: 100% of the appointment fee will be forfeited.
The fee and the transaction fee charged by Halaxy (1.9% of the appointment fee + $1.00) will be automatically charged to the nominated debit/credit card on Halaxy on the day of service. If not available, an invoice will be sent via email for payment.
Please note that Medicare does not provide rebate for canceled appointments. Any outstanding fee must be cleared before your next scheduled appointment.
Failure to pay the cancellation fee may result in the use of a debit collection service.

Late Re-scheduling, Late Cancellation & No-Show Policy for assessment services:

no-show/more than 20 minutes late/late notice for re-scheduling/cancellation within 48 hours / 2 business day: 100% of the deposit will be forfeited.

How to cancel?

Click the ‘Appointment Link’ in your confirmation emails.
If unable to attend, consider switching to an online or phone consultation to avoid cancellation fees. Simply email us at support@hscps.au and we will send you a link for the Telehealth consultation 10-15 minutes before the appointment start time.

Holding SpaceClinical Psychology Services

CANCELLATION POLICY

Cancellation policy

What is a late cancellation / re-scheduling and a no-show?

How to cancel?

Holding Space
Clinical Psychology Services