Your Appointment at PsychologyCare

At PsychologyCare, we know that taking care of your mental health is important, and we want to make it as smooth and supportive as possible. We understand that life can be unpredictable, and plans can change. To help us serve you and others in the best way, we have a few guidelines around appointment changes and cancellations.

What to Do If You Need to Change Your Appointment

If you ever need to cancel or reschedule your appointment, we encourage you to consider a Telehealth session as an alternative. This way, you can still have your session from the comfort of your home. Simply call us at (07) 5612 5091 and we will help you arrange a video or phone session if it suits your needs.

Our Request for Notice: 48 Hours Helps Us Help Everyone

We ask for at least 48 hours' notice if you need to change or cancel your appointment. This timeframe allows us to adjust our schedule and offer the time to another client who may be waiting for an appointment. Your early notice can make a big difference for someone else seeking support.

Why This Matters:

Providing Care for Everyone: Every missed appointment is an opportunity for another person to receive support. Your consideration helps us manage our time effectively so we can provide care to as many clients as possible.

A Team Working for You: Our dedicated admin team spends time coordinating appointments to ensure things run smoothly. By giving us notice, we can keep things moving efficiently and avoid last-minute scrambles.

Fees for Late Cancellations and Missed Appointments

If an appointment is cancelled with less than 48 hours’ notice, or if a session is missed without any notice, a late cancellation fee of $100 may apply. If you cancel on the day or do not attend your appointment, you will be charged your full appointment fee. This fee reflects the time reserved for you and the preparation made by your psychologist. We understand that sometimes emergencies happen, and we do our best to accommodate these situations when possible. Should you know about the emergency/serious illness prior to 48 hours of the session, you will be liable for the cancellation fee. Please discuss this with your psychologist if you have concerns.

Please allow an extra day for cancellations around public holidays, as our administrative team works throughout the week but not on public holidays.

What You Can Expect from Us:

We provide appointment reminders via SMS as a courtesy to help you keep track of your bookings. However, it is the responsibility of each client to ensure they book in their sessions according to their needs.

If you find yourself in an emergency or unexpected situation, please contact us immediately at (07) 5612 5091. We are here to discuss your situation and find a solution that works for you. Fee waivers in such cases are at the discretion of management.

If frequent cancellations occur, we may ask for pre-payment for future sessions. This helps ensure that our schedule stays predictable and that everyone gets the support they need.

A Fair Approach to Care

At PsychologyCare, we believe in clear communication and fairness. Our cancellation policy is reviewed regularly and communicated through our website, email, and intake forms. Continuing to book appointments with us means you agree to these terms.

Our approach aligns with the Australian Psychological Society's (APS) recommendations for private practice. The Office of Fair Trading also recognises that businesses are within their rights to charge a cancellation or "no-show" fee when this policy is clearly communicated in advance. Our Cancellation Policy is communicated on the website, on the intake form filled out before the first session, and indicated on all, ‘Appointment Reminder’ text you receive.