We are committed to providing high-quality, consistent care to every family and child we support. Our practitioners work on a contracting basis, which means their hours are scheduled around your child’s sessions. Missed or late-notice cancellations reduce the opportunity to offer that time to another family on our waitlist and affect the practitioner’s ability to provide sustainable care.

We value and respect that children sometimes need natural breaks from therapy. Whether due to illness, holidays, family changes or rest, and these pauses can be important. This policy is not intended to penalise families, but to ensure that we can provide fair, consistent support to all children and families waiting for care.

Notice of Cancellation:

• We require at least 48 hours’ notice for any cancellations.
• Cancellations made with less than 48 hours’ notice will incur a 90% cancellation fee, in line with NDIS and our practitioner agreements.
• If more than 2 days’ notice is given, we do not charge a cancellation fee. We ask you respond within a 2-hour period on receiving the reminder text to advise us of absence.
  In accordance with our service agreement, we may apply a holding fee to retain your child’s regular booking during their absence should you request for more than 2 weeks on holiday; the holding fee is 30% of the child’s full session fee beyond the 2 weeks.
• Please note: Due to NDIS funding guidelines, this holding fee cannot be claimed through your child’s NDIS plan and may need to be paid privately by the parent or carer.

Repeated Cancellations:

• If a child cancels or reschedules three consecutive sessions, we may place their therapy on hold and return them to the waitlist.
• This allows us to offer sessions to other families who are actively waiting and ready to engage.
• Families are always welcome to reconnect when the time is right, and a more consistent schedule can be resumed.

No-Shows:

• If a child does not attend a session without notice, and no contact is made within 5 business days, we may place future bookings on hold to prevent further charges from occurring.
• If 1–2 no-shows occur without communication, we will attempt to check in.
• Where we are unable to reach the family or confirm next steps, we will issue a written notice via both email and post to ensure communication has been received and understood.

Holiday Notice

• We understand that families take breaks during school holidays or for personal reasons. Where possible, we ask for advance notice by emailing our administration team, so we can plan clinic hours and ensure fair scheduling for all families and practitioners.
  As written above, we may apply a holding fee to retain your child’s regular booking during their absence should you request for more than 2 weeks on holiday; the holding fee is 30% of the child’s full session fee beyond the 2 weeks.

Terminating Services

We kindly request a minimum of 7 days’ written notice to cancel services. Likewise, we reserve the right to terminate services with 7 days’ notice if necessary. If you or your child do not attend for their last session, you will still be billed for this session in accordance to our service agreement.

Thank you for your understanding and partnership. By following this policy, we can support sustainable care for your child and extend that same care to other children waiting for services. If you have any questions or need help managing appointments, please reach out to our admin team.