Cancellation Policy & Procedure.

1. Purpose

This policy ensures consistent management of appointment cancellations and no-shows, including multiple cancellations. It supports fair use of clinical time, promotes treatment continuity, and clarifies expectations for all clients.

2. Policy Statement

Clients are required to give a minimum of 48 hours’ notice to cancel or reschedule an appointment.

  • Cancellations or reschedules made with less than 48 hours’ notice will incur the full session fee.

  • No-shows (non-attendance without notification) will also be charged the full fee.

This policy applies to all appointment types (in-person and telehealth).

Ongoing provision of the service is only feasible if clients maintain an 80% attendance rate, an attendance rate lower than this will represent multiple cancellations.

3. Scope

Applies to all clients of the practice and all booked services.

4. Rationale

  • Session times are reserved exclusively for each client.

  • Short-notice cancellations cannot usually be filled.

  • Multiple cancellations may mean that a dedicated session time is better placed with another client who is able to attend the appointment time consistently.

  • Consistency supports clinical progress.

  • This policy reflects common professional standards across private mental health services.

5. Procedure

5.1 Notifying Clients of the Policy

The 48-hour cancellation policy is communicated via:

  • www.reneelouisepsychology.com/fees

  • New Client Enquiry Form

  • Informed consent form

  • Email body with the attached copy of the consent form

  • Appointment confirmation emails

  • A reminder will be provided in requests to cancel within the 48-hour period, unless the client has acknowledged the cancellation policy within the request.

The multiple cancellation policy is communicated via:

  • Informed consent form

  • Email body with the attached copy of the consent form

5.2 Client Cancellation Process

Clients may cancel or reschedule by:

  • SMS

  • Email

The date/time stamp of the message determines whether it meets the 48-hour requirement.

5.3 The 48-Hour Rule

5.3.1 Application

48 hours or more notice:

  • No fee charged

  • Appointment rescheduled or cancelled without penalty

Less than 48 hours’ notice:

  • Full session fee charged

  • Exceptions apply only where stated in Section 6

No-shows:

  • Contact via SMS or email will be made by Renee at 10 minutes into the appointment, checking in on the client’s ability to attend the session

  • If no response, the full session fee is charged

  • Renee may leave the premises 15 minutes into the appointment time if no contact is received indicating the client still intends on attending

  • A follow-up communication may be made to check on the client’s welfare if clinically indicated

5.3.2 Alternative Options

  • Clients may request their session be changed to telehealth

  • If a mutually suitable alternative time is available in the same calendar week, the appointment can be rescheduled

    • The cancellation fee will still apply for the cancelled session, but will be credited to the rescheduled session (i.e., the client will not be charged twice)

  • If no mutually suitable alternative time is available in the same calendar week, the client can be added Renee’s cancellation list for that calendar week.

    • The cancellation fee will still apply for the cancelled session, but will be credited to a rescheduled session (i.e., the client will not be charged twice)

5.3.3 Charging the Fee

  • The cancellation fee is processed automatically during the original appointment time as per usual automated payment processes

  • If a client pays for sessions via direct deposit, the invoice for the cancelled session will be emailed, and payment is due within 5 calendar days

  • If an automated payment is declined, the invoice for the cancelled session will be emailed, and payment is due within 5 calendar days

  • Medicare or private health insurance rebates are not available for cancelled sessions

5.4 Applying the multiple cancellations rule

·      If multiple cancellations occur such that the client attendance rate is less than 80%, Renee will raise this via email or in-session, and will:

o   highlight that multiple cancellations have occurred

o   offer a discussion to revisit the current commitment to therapy, where options may include to reduce the frequency of sessions or discontinue therapy

o   advise that further cancellations will result in losing the dedicated timeslot, and may result in a discontinuation of therapy.

6. Exceptions to the Policy

6.1 Within the 48-hour cancellation window

Renee may waive or reduce fees only in exceptional circumstances, including but not limited to:

  • Medical emergencies requiring hospitalisation of the client or an immediate family member

  • Unpredictable crises (e.g., car accident, natural disaster)

  • If Renee fills the appointment time, the client will not be charged the cancellation fee.

Decisions are made at Renee’s discretion and documented in the client file.

6.2 Multiple cancellations

Exceptions to the multiple cancellations rule include multiple cancellations due to planned leave or medical issues, for up to 6 weeks.

7. Reminders & Communication

  • Automated reminders about appointments are provided as a courtesy but do not replace client responsibility.

  • Clients remain responsible for managing their appointment times regardless of whether a reminder is received.

  • The psychologist will maintain clear, compassionate communication about missed appointments.

8. Therapist Cancellations

If Renee must cancel:

  • Clients will be notified as soon as possible

  • The session will not be charged

  • A timely reschedule option will be offered

  • If the cancellation affects treatment continuity, alternative arrangements or referrals may be offered.

9. Documentation

All cancellations, late cancellations, no-shows, and any fee waivers will be recorded in:

  • The practice management system

  • The client’s clinical file (brief note of the reason and action taken)