Cancellation and Rescheduling Policy

Applies to all clients

Introduction

This page outlines our cancellation and rescheduling policy and applies to all clients.

A cancellation fee will be charged if you change or cancel an appointment without giving at least two (2) business days’ notice. 

  • A business day is defined as any day that is not a Saturday, Sunday, or public holiday in Victoria. Since we do not operate on weekends or public holidays, these days do not count towards the two business days’ notice required for cancellations. For example, if you need to cancel a 9:30 am appointment on a Monday, you must do so by 9:30 am on the preceding Thursday at the latest.
  • Cancellation fees cannot be claimed through Medicare or Private Health Insurance. 

When you schedule an appointment with YOUnique Psychology, please make sure to record it in your diary, calendar, or phone, and set reminders to avoid forgetting it.

Our Cancellation and Rescheduling policy summarised

Enforced

Our policy is strictly enforced. 

Minimum Notice

Fees apply for cancellations or changes made with fewer than 48 business hours’ notice.

Policy Changes

We reserve the right to update this policy at any time. The most current version will always be available on our website.

GST

Prices do not include GST. Services that are not classified as a health services, including reports and legal matters, are subject to GST.  If the service that we would have supplied to the person who cancelled is GST free, then the cancellation fee is also GST free.

ALTERNATIVES

If you weren’t able to give the required 2 business days’ notice, then we may offer you the following alternatives. 

  • A telephone or online consultation (where appropriate, considering the needs of the client); or
  • Reschedule your appointment to a time within the same week if space is available.

FEES

All cancellation and rescheduling fees are outlined in the table below. If the cancelled or rescheduled consultation or appointment was not part of a package that required an upfront payment (e.g., assessments), they are considered Clinical Services. 

NOTICE (1)DESCRIPTION (2)FEE (3) UNIT
< 48 business hoursClinical Services, such as Individual or Family Therapy, Case Conferences, and Forensic Services50% of service feeAll
< 48 business hoursAssessment Testing Sessions$14550 Minutes
< 48 business hoursAssessment Testing Sessions$290110 Minutes
< 24 business hoursClinical Services, such as Individual and Family Therapy, Case Conferences, and Forensic Services100% of service feeAll
< 24 business hoursAssessment Testing Sessions$29050 Minutes
< 24 business hoursAssessment Testing Sessions$580110 Minutes
  1. “Notice” refers to the number of business hours of advance notice we receive for a cancelled or rescheduled appointment. 
  2. “Clinical Services” refers to all appointments and consultations that are not assessment testing sessions. Since assessment testing sessions are part of a package, cancellation fees must specify the exact amount.
  3. Under “Fee,” when we mention 50% or 100% of the service fee, “service fee” refers to the fee determined by the item number and the duration of the scheduled appointment.

EXPLANATION

Our cancellation policy is crucial for YOUnique Psychology to manage various responsibilities, including paying our psychologists, administration staff, suppliers, and covering operating expenses. When a client misses an appointment or requests to reschedule on short notice, it disrupts our schedule and affects our ability to manage these obligations effectively.

Please understand that our time is valuable and cannot simply be “made up” or replaced. Clients are paying for our time and expertise, which is set aside specifically for their appointment including any preparation. The costs and expenses of running our business remain constant, regardless of appointment changes. Therefore, to sustain our operations and provide quality service, we strictly enforce our cancellation policy.

 

Exceptions

APPOINTMENT FILLED

If we are able to fill your appointment with another client, we will let you know and you will not incur a cancellation fee. However:

  • We do not engage in ongoing email exchanges regarding cancellation requests; and
  • We do not accept conditional cancellations (e.g., cancelling only if we are able to fill the appointment).

Handling such requests or conditions is administratively burdensome and reduces our ability to find a replacement. To maximize your chance of avoiding a cancellation fee, please cancel your appointment as soon as possible if you anticipate you cannot attend.

 

Serious extenuating circumstances

To qualify for a one-time exception to the cancellation fee, you must contact us and provide details about the serious extenuating circumstances that caused you to cancel or miss the appointment. You need to submit an ‘Exception Request’ via email and attach relevant evidence within 14 days of your missed appointment.

The cancellation fee will still apply while we review your request. If your situation qualifies for an exception, we will adjust the fee accordingly and issue any refund, if applicable, after evaluating the information provided.

Serious extenuating circumstances are situations that:

  • Are entirely beyond your control;
  • Could not be anticipated or foreseen; and
  • Prevent you or your child from attending the scheduled appointment in person, by phone, or by video.

Examples of circumstances that do not qualify for a fee waiver include:

  • Forgetting the appointment due to other commitments;
  • Double-booking another appointment or engagement;
  • Your car breaking down;
  • Not being able to find childcare; or
  • Technical issues or not sending an email you thought you had sent.

If you believe your situation meets the criteria for serious extenuating circumstances, please provide detailed information and evidence as required.

Our Expectations

In dealing with this matter, YOUnique Psychology expects clients or client guardians to conduct themselves appropriately and understand we have a zero-tolerance for any behaviour that intimidates or distress our staff.  

We appreciate your understanding.