Cancellation policy

1. Why We Have a Cancellation Policy

When you book an appointment, that time is reserved specifically for you. Late cancellations may mean that another client on our waiting list misses the opportunity to be seen.

This policy helps us provide fair and consistent access to appointments for everyone.

2. Changing or Cancelling an Appointment

We kindly ask that you provide at least 48 hours’ notice if you need to cancel or reschedule your appointment.

The 48-hour period is calculated from the scheduled start time of your appointment, based on the local time zone in which the session is booked.

Cancellations can be made at any time by:

• Email to admin@mindscope.com.au

• Text message

Telephone cancellations are accepted during administrative office hours:

Tuesday to Thursday

9:00am to 5:00pm AEST

The time your message is received will determine whether sufficient notice has been provided.

Example: If your appointment is scheduled for Thursday at 3:00pm, we would need to receive notice by Tuesday at 3:00pm in the same time zone.

3. Late Cancellations and Missed Appointments

Cancellations made with less than 48 hours’ notice, or missed appointments without notice, may incur the full session fee.

As cancellation fees relate to reserved appointment time, they are not eligible for Medicare rebates or private health insurance claims.

Fees charged reflect the individual clinician’s standard session rate.

4. Appointment Reminders

You will receive an SMS reminder two days before your appointment. Please reply:

Y to confirm

N if you need to cancel

Reminders are provided as a courtesy. The cancellation policy continues to apply even if a reminder is not received.

5. Telehealth and Face-to-Face Sessions

The same cancellation policy applies to both telehealth and face-to-face appointments.

Where clinically appropriate, appointments can usually be changed from face-to-face to telehealth without penalty, provided adequate notice is given.

6. Initial Assessment Appointments

Initial assessment intake appointments (separate from therapy sessions)are prepaid at the time of booking through our website.

If you need to reschedule an Initial assessment intake appointment, please contact us by email, text, or phone, as our online system does not currently allow self-rescheduling of prepaid assessments.

Where possible, we will aim to accommodate a rebooking of your Initial assessment intake appointment when adequate notice is provided.

Late cancellations, defined as less than 48 hours’ notice, may result in forfeiture of the prepaid fee.

7. Late Arrival

If you are late to a face-to-face or telehealth appointment, your clinician will wait for the first 10 minutes. Sessions will still conclude at the scheduled finish time, as clinicians often have appointments scheduled close together.

8. Payment of Cancellation Fees

We may request card details to be securely held on file. While this is preferred, it is not mandatory.

Outstanding cancellation fees may be charged to the card on file or invoiced for payment. In some circumstances, future appointments may not be confirmed until any outstanding balance is resolved.

9. Exceptional Circumstances

We understand that unexpected events occur. Cancellation fees may be reviewed at the Practice Manager’s discretion in cases such as illness or emergency.