Payment & Booking:

Full payment is required 48 hours in advance to secure appointments.

If payment is not received by this deadline, the appointment will be automatically cancelled.

Clients acknowledge the policy when booking and during their initial consult.

Cancellation Fees:

Initial Booking Cancellation: $50 non-refundable fee, regardless of notice.

Rescheduling: $25 non-refundable fee per reschedule.

Late Cancellations & No-Shows:

At least 24 business hours’ notice is required (before 9:00 AM the prior business day).

Missed appointments or late cancellations incur 100% of the session fee.

Rescheduling Limit:

A maximum of three reschedules is allowed. After the third reschedule, the appointment fee is refunded, and future bookings require a 10-session prepaid commitment.

NDIS Clients:

Late cancellation fees are charged at 100% as per NDIS guidelines.

Payment & Outstanding Accounts:

Cancellation fees are charged automatically or invoiced.

Outstanding accounts exceeding seven days will be referred to debt collection with an 18% + GST fee.

No future appointments can be booked with outstanding fees.

Policy Rationale:

The policy ensures fair use of time, supports therapists’ schedules, and maintains income stability.

Clients must notify cancellations via text/email before the 24-hour deadline to avoid fees.

Responsibility Reminder:

Appointment reminders are sent via SMS but should not be relied upon; clients are responsible for remembering appointments.

Key Takeaway:

Timely payments, cancellations, and adherence to this policy support both the therapeutic process and the efficient running of the practice.

Thank you for your understanding!

Warmly

Watershed Counselling