Payment and Cancellation Policy

Objectives and Background

Inner Wisdom Counselling and Wellbeing is committed to providing the best service in a timely manner. Unfortunately, when a client cancels an appointment without giving adequate notice, it prevents another client from being served. 

As such, Inner Wisdom Counselling and Wellbeing implements a straightforward cancellation policy used in fairness to all parties involved, explicitly detailing all costs that might be faced when engaging our services. This cancellation policy explains the process for requesting a cancellation and the fees applicable; it is communicated at time of booking, appointment reminders, website, and email.

We understand that paying a cancellation fee can be frustrating; however, please be reminded to communicate with courtesy and kindness. 

Defined Terms

The following terms apply to this policy: 

• Business Day – For the purpose of cancellations, Monday to Friday are considered Business Days; Saturday, Sunday and Public Holidays (QLD) are not Business Days. 
• Business Hour – One Business Day consists of twenty-four Business Hours. 
• Routine Cancellation – Any cancellation made more than twenty-four Business Hours prior to the scheduled appointment start time. 
• Short-notice Cancellation – Any cancellation made less than twenty-four Business Hours prior to the scheduled appointment start time. 
• No Show or Did Not Attend – Failure to attend an appointment within 20 minutes of the scheduled start time without any prior cancellation or communication is considered a No Show(NS)/Did Not Attend (DNA).

Cancellation Process

We understand situations can arise in which you must cancel your appointment. Due to the impact on appointment availability, we request that you provide adequate prior notice of any changes or cancellations to your scheduled appointment. This allows us to offer our services to other clients.

For cancellation, we require a minimum notice period of 24 business hours prior to the start time of the scheduled appointment. Short-notice cancellations are any cancellations that are communicated to Inner Wisdom Counselling and Wellbeing within 24 business-hours from the scheduled appointment. Providing no prior notice nor communication is defined as a NS/DNA.

We understand life can get busy, so an automated reminder message is sent via SMS and email 2 business days prior to your appointment. Please respond with “Yes” to confirm or “No” to cancel or re-schedule. Please contact us on 0481 397 505 (you can leave a message) or email melissa@innerwisdomcounsellingandwellbeing.com.au to reschedule a cancelled session.

Late Arrivals

Late arrivals can only be extended to the remaining time of the scheduled appointment. If you are more than 20 minutes late, your appointment will need to be rescheduled, and a cancellation fee will be applied.

Technical Issues

In the event of technical issues during a telehealth session, a backup method (such as phone call or alternate online meeting platform) will be arranged to ensure continuity of the counselling session.

Cancellation Fee

The short-notice cancellation fee is 50% of the scheduled fee.

The cancellation fee for NS/DNA is 100% of the scheduled fee.

For clients paying via credit card, 50% or 100% of the scheduled fee will be charged to your stored card, including any incurred processing fees, as per the relevant cancellation definition.

For clients paying via bank transfer, 50% or 100% of the payment will be applied as a credit to the next scheduled session or refunded to the payer’s account, as per the relevant cancellation definition. If nil payment has been received, the cancellation fee will be processed via the stored card on file. 

The cancellation fee is the sole responsibility of the client, and the cancellation fee must be paid in full within 24h after invoicing.

Failure to pay the cancellation fee may result in the use of a debt collection agency.

Acceptable circumstances for waiving cancellation fees

We understand that plans may change due to uncontrollable and external circumstances. Missed appointments (NS or DNA) can be unintentional or may stem from an emergency. Therefore, cancellation due to such circumstances will not incur a cancellation fee; however, the cancellation fees waived require approval from the business owner.

Refund policy

If the notice of cancellation is given 24 business hours before the scheduled appointment, Inner Wisdom Counselling and Wellbeing will transfer the deposit to the next scheduled appointment or refund the deposit depending on the unique circumstances.

Questions

Our business firmly believes that a good client and business relationship is based upon mutual understanding and respect. If you have any questions, concerns, or requests, in relation to our Payment and Cancellation Policy, you may contact us on:

• Phone: 0481 397 505
• Email: melissa@innerwisdomcounsellingandwellbeing.com.au

Agreement

Acknowledgement that you have read, understood, and consent to this Payment and Cancellation Policy is given on signature of your Client Consent and Confidentiality Agreement.