Purpose

At Social Sense Allied Health, we strive to provide exceptional care and ensure the best possible experience for our clients. To maintain the efficiency and availability of our services, we have established the following policy. By agreeing to be a client at Social Sense Allied Health, you agree to this policy. Clients are requested to provide as much notice as possible for appointment cancellation or rescheduling. Where insufficient notice is provided (two clear business days), the scheduled fee will be charged. Fees must be paid in full before any future appointments can be booked or attended. Unfortunately, when a client cancels without giving adequate notice, it prevents another client from being served, particularly if the client has been on our waitlist for an extended period. This cancellation policy is used as a way of respecting the time commitment of all involved. It explains the process for requesting a cancellation and the fees applicable. This policy is applied in full transparency to ensure there is equitable and accessible appointments available to all clients who we serve.

Cancellation Process

We understand situations can arise in which you must cancel or reschedule your appointment. Due to limited appointment availability, we request that you cancel with adequate notice. We require a minimum of two clear business days’ notice for cancellation. This allows us to fill that appointment time. You may cancel by contacting us by:

• phone or text 0435 005 669; or

• email don@socialsense.com.au

Late Arrivals

Late arrivals (up to 30mins) can only be extended to the remaining time of the scheduled appointment. If you are more than 30 minutes late past your appointment we will have to reschedule or cancel the appointment, which will incur a cancellation fee. All references to cancellation of appointments in this clause are also a reference to rescheduling of appointments.

Non-attendance

If a client does not present at the scheduled appointment at all, without any prior notice, this will be recorded as a non-attendance or ‘no-show’. The full scheduled fee will be charged.

Multiple cancellations, reschedules, late arrival or non-attendance

If you cancel/reschedule multiple times, repeatedly reschedule appointments, repeatedly late, or if you do not attend your appointment with no notice provided, we reserve the right to charge the full fee for your booked appointment. Clients with a history of multiple late cancellations or no-shows may be subject to additional measures, such as requiring prepayment for future appointments or limitations on booking future appointments. This process allows our appointments to be equitably accessible for all clients.

Cancellation Fee

The cancellation fee is the full amount of the scheduled fee. The cancellation fee will be charged by bank transfer, credit card or third party funder (i.e. WorkCover, NDIS, EAP, Victims Services, Home Care Package etc). The cancellation fee may be deducted from any deposit paid for the appointment (if any). The cancellation fee is the sole responsibility of the client and must be paid in full within 14 days after invoicing.

Cancellation Reminders

You are repeatedly reminded of this cancellation policy and process upon: intake to our service, email and text reminders prior to your appointments, and reminded in any other subsequent documentation such as Service Agreements or email communication with your therapist.

Questions

Should you have any questions or require further clarification about our cancellation policy, please contact:

the Director, Social Sense Allied Health via hello@socialsense.com.au or 0435 005 669.

We value your understanding and cooperation in relation to our cancellation policy. This will enable us to continue to deliver quality services to all our clients efficiently and fairly. This cancellation policy is subject to change. Any modifications or updates to the policy will be communicated to clients in a timely manner and discussed during session.