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Cancellation Policy

Potentially, three people suffer due to late a cancellation or a failure to attend a scheduled treatment session: 

  1. The client who is delaying their therapy progress. 
  2. Another client who is on our wait list hoping to see a psychologist as soon as possible. 
  3. The psychologist who spent valuable time preparing the treatment session

Adaptive Strategies late cancellation &/or failure to attend fees: 

Based on industry standards our cancellation/failure to attend fees will be applied in the following way:

  1. Better Access Mental Health Care Plan-referred and Private Clients
    • Where less than 48hrs notice of cancellation is given by the client or their representative, the client will be charged the FULL session fee. 
    • Where a client simply fails to attend the scheduled session, the client will be charged the FULL session fee. 
  1. Clients referred through systems that provide a 100% fee subsidy (e.g., Connect to Wellbeing / Stepped Care Referred Clients, DVA clients, Workcover Clients) will be terminated and where appropriate have their referral send back to their referrer after a second late cancellation or failure to attend during the currency of their referral. 
  1. NDIS Clients. The cancellation of any NDIS funded session within 48hours of any scheduled session (including intake sessions) as well as failure to attend a scheduled session will incur a full NDIS standard session fee.


Our text message reminders are a courtesy service only. It is the client’s responsibility to know when and where their next appointment is and to attend it.

We understand that sometimes a client may be unable to keep a scheduled appointment because of a sudden illness or an unexpected personal emergency. Please contact us as soon as possible if you are or have been unable to attend therapy due to such a reason.