We understand that sometimes physical illness or mental distress can impact your ability to attend your scheduled appointment. As such, our cancellation policy reflects our hope to accomodate your needs as best we can within reasonable limits.
We require a minimum of 48 business hours notice of all cancellations or reschedules, or the full fee is payable. We appreciate longer notice if you are able to provide it. This means that for Monday appointments, we require notice on the Thursday prior to your appointment. This is to ensure we have enough time and opportunity to offer the appointment to someone on our waitlist.
In the first instance, we encourage you to keep your scheduled appointment via Telehealth. Your therapist can conduct your session via Zoom or your preferred platform. A computer, laptop or mobile device with good internet connection is required. We recommend conducting this session in a quiet place where you will not be interrupted. We cannot conduct telehealth sessions while you are in a public place or while driving for privacy and safety reasons. Note that your appointment time remains the same, and will finish at the scheduled time.
Alternatively, in the case of physical illness or mental distress, we will waive the fee if you reschedule and attend your appointment within 1 working day if your therapist has availability. This reschedule applies once, i.e., you cannot reschedule the cancelled appointment a second time.
Lastly, in the case of physical illness, we will waive the cancellation fee if you are able to provide a medical certificate from a GP or hospital for the date of your appointment. This also applies for primary caregivers of a child under the age of 16 who is ill.