Legal
Cancellation and non-attendance policy.
What happens if you need to change, cancel or miss an appointment
When you book an appointment, that time is reserved exclusively for you, and your psychologist prepares for it in advance. This policy explains what happens if you need to change or cancel an appointment, or cannot attend. By booking with AusFive you agree to it.
1. Changing or cancelling an appointment
- Please give us at least 24 hours’ notice to cancel or reschedule. There is no charge when 24 hours’ notice is given.
- You can cancel or reschedule using the link in your booking confirmation, or by emailing info@ausfivepsychology.com.au. Messages left outside business hours count from the time they are received.
2. Fees for late cancellation and non-attendance
| Situation | Fee |
|---|---|
| Cancelled or rescheduled with 24 hours' notice or more | No charge |
| Cancelled or rescheduled with less than 24 hours' notice | 50% of the session fee |
| Did not attend, or joined more than 15 minutes late | 100% of the session fee |
- Sessions end at the scheduled time, even if you join late.
- Cancellation and non-attendance fees cannot be claimed through Medicare or private health insurance, and are not payable by WorkCover or the TAC. They are the responsibility of the client.
- NDIS participants: short-notice cancellations are charged in line with the current NDIS Pricing Arrangements and your service agreement with us.
- When you book online, a card is securely stored by our payment processor. Late cancellation and non-attendance fees are charged to that card and a receipt is emailed to you.
3. Technology problems
If a technical problem on our side prevents your session from going ahead, there is no charge and we will reschedule you as a priority. If the problem is on your side, your psychologist will try to continue the session by phone. If the session cannot proceed, the fee may apply.
4. Emergencies and illness
We understand that life happens. If you have a genuine emergency or sudden illness, please contact us as soon as you can. Your psychologist or the Director may waive the fee at their discretion.
5. Repeated missed appointments
If appointments are missed repeatedly, we may ask for prepayment of future sessions or discuss whether our service is the right fit for you at this time.
6. If we need to cancel
Occasionally a psychologist may be unwell or unavailable. We will give you as much notice as we can and offer you the next available appointment. No fee applies.
7. Questions
If you have any questions about this policy, please contact us at info@ausfivepsychology.com.au.
Last updated: Version 1.0, October 2026
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