cancellation policy
We understand your time is important - as is our practitioners. If your appointment time becomes inconvenient for you we are always happy to change it, provided you give us at least 24 hours notice. This allows us to offer your appointment to someone else who may be in need of urgent care and treatment.
Need to reschedule?
We will always discuss alternative booking options and be supportive and understanding where possible, so we urge you to call and let us know about emergencies or exceptional circumstances, so we can do what we can to come to an arrangement that suits all parties.
Cancellation fees
A cancellation fee of up to 100% may be applied to short notice cancellations or no-show appointments.
Any cancellation charges incurred are not covered by Medicare rebates or health insurance fund rebates, and will need to be paid for privately. An invoice will be created and emailed to you if a cancellation fee is being charged.
NDIS plans will be charged the cancellation fee. NDIS participants, can refer to the NDIS guidelines for further information.
Further information for Occupational Therapy clients (Ongoing eg. Weekly/Fortnightly)
When you begin therapy at HFH, you and your therapist will agree on the treatment frequency and set a review point, typically aligned with a school term (10-12 weeks). Consistent, ongoing therapy, as determined by you and your therapist, is crucial for effectiveness.
We reserve a therapy slot for you based on an agreement of weekly or fortnightly attendance, allowing for no more than two cancellations per term (excluding emergencies or exceptional circumstances).
If a face-to-face session is rescheduled or replaced by another service modality (such as telehealth or report writing), it will not count as a cancellation.
When your therapist has to cancel a session, we will endeavor to offer coverage or a make-up session to ensure continuity of treatment.
We require at least 24 hours' notice if you are unable to attend your therapy session.
Our policies ensure the most effective and efficient treatment programs. Frequent absences from therapy can:
Hinder your child's treatment process and affect progress and therapeutic outcomes.
Prevent another child from receiving the therapy they need due to remaining on a waiting list.