Policies
What is our cancellation policy?
We require two full business days notice of a cancellation, prior to the day of your appointment. A business day is considered any normal weekday (Monday - Friday, 9:00am - 5:00pm), other than a NSW public holiday or office closure period. A business day does not include the day of your appointment.
If an appointment is cancelled with more than 2 business days prior to the day of the appointment: no fee
If an appointment is cancelled within 2 business days prior to the day of the appointment: 50% of the session fee will apply
If an appointment is cancelled within 1 business day prior to the day of the appointment: 100% of the session fee will apply
A detailed example is provided at the end of this page.
The aim of our policy;
When you make an appointment with us, we set this time aside for you with an experienced clinician. Late cancellations or no-shows cause disruptions to the clinicians' diaries and it often means that we are unable to offer this time to someone who is waiting to access therapy. Unlike brief medical appointments, it is impracticable to fill a psychology appointment that runs for 50 minutes at short notice. As such, we have a strict cancellation policy in place.
You are advised of our cancellation policy when:
Booking your initial consult
Filling in and signing our New Client Intake Form
Receiving our courtesy reminder email
Reading our website
As a courtesy, we endeavour to call, send an SMS, or send an email to confirm appointments 4 days prior to your appointment, however it is your responsibility to be aware of upcoming appointments and this SMS reminder should not be relied upon.
Cancellation/No show fees are payable the day of the scheduled appointment.
If we are unable to get a hold of you, payment will be charged to the encrypted credit card we have on file.
If an appointment is cancelled with more than 2 business days prior to the day of the appointment: no fee
If an appointment is cancelled within 2 business days prior to the day of the appointment: 50% of the session fee will apply
If an appointment is cancelled within 1 business day prior to the day of the appointment: 100% of the session fee will apply
A detailed example is provided at the end of this page.
How can I cancel an appointment?
By phoning the reception on 02 8580 9322 to advise of the cancellation. If we are attending to another patient and are unable to answer your call, please leave a voicemail advising of cancellation.
Alternatively, you may send an email to info@roweandassociates.com.au. Phoning reception without leaving a message or sending an email will not be considered an acceptable notice.
What if myself or my child is sick on the day of their appointment.
We understand that sometimes people get sick, and request that you do not come into the clinic if you are feeling unwell. Please phone or email reception to request a Telehealth session instead. If your child is too young for Telehealth, this appointment can be used as a parent appointment instead. Alternatively, the clinician may use this time to create resources specifically for your child. This is a great solution to proceed with your appointment, without incurring a cancellation fee.
If your appointment is on MONDAY, we require notice of cancellation by 5:00 pm WEDNESDAY the week prior.
Thursday and Friday are two business days prior to the day of your appointment
If your appointment is on TUESDAY, we require notice of cancellation by 5:00 pm THURSDAY the week prior.
Friday and Monday are two business days prior to the day of your appointment
If your appointment is on WEDNESDAY, we require notice of cancellation by 5:00 pm FRIDAY the week prior.
Monday and Tuesday are two business days prior to the day of your appointment
If your appointment is on THURSDAY, we require notice of cancellation by 5:00 pm MONDAY that week.
Tuesday and Wednesday are two business days prior to the day of your appointment
If your appointment is on FRIDAY, we require notice of cancellation by 5:00 pm TUESDAY that week.
Wednesday and Thursday are two business days prior to the day of your appointment
