If you need to cancel a booked appointment, please provide at least 24 hours’ notice (one business day) prior to your appointment start time to avoid a cancellation fee.

Cancellations made with less than 24 hours’ notice, or received outside of business hours (weekends or public holidays), will incur 90% of the appointment fee.

If an unforeseen event or illness arises after the cancellation deadline, please contact us as soon as possible. The decision to waive a cancellation fee will be made at our discretion, based on the circumstances provided.

Please ensure your cancellation is received and confirmed by our administration team prior to the deadline. Lost emails or text messages are not considered valid notice. If you are close to the deadline, we recommend calling us directly or leaving a voicemail.

Regular attendance is important for achieving the best possible therapy outcomes. Frequent cancellations or inconsistent attendance can impact therapy progress, disrupt the flow of sessions, and may limit the availability of appointments for other families waiting for services.

To support both therapy outcomes and fair access to services, we ask that clients aim to attend at least 80% of their scheduled appointments each quarter (January–March, April–June, July–September, October–December). If attendance falls below this level and no suitable alternatives (such as tele-health or indirect services) are accepted we may need to review your ongoing booking and consider offering your time slot to another family on our waiting list.

In addition, if three or more consecutive appointments are cancelled (regardless of notice), we will review your ongoing booking to ensure that the current therapy schedule is still suitable for your needs. In some cases, your regular appointment slot may be offered to another family, and you may be placed back on the waiting list until a more suitable time can be offered.

If you are finding it difficult to commit to your current appointment schedule, we encourage you to discuss this with us as early as possible. We will always work with you to explore options, whether that means adjusting your schedule or offering alternative formats (such as online sessions where appropriate).

We understand that unexpected life events can arise, and we value open communication so we can find solutions that work for both your family and our service.

Private Health Insurance - Invoices can be used to claim through private health insurance (if applicable). Please check with your health fund regarding your individual entitlements.

National Disability Insurance Scheme (NDIS) - We are a non-registered NDIS provider, however we are able to provide services to clients who are self-managed or plan-managed NDIS participants.
To learn more about the NDIS, visit: www.ndis.gov.au

Medicare - Enhanced Primary Care Plan (EPC) or Chronic Disease Management Plan (CDM) - Medical practitioners can refer eligible patients with chronic diseases to allied health professionals.

Other funding sources - We are not formally affiliated with other external funding bodies (e.g. Workers Compensation, government programs such as ACT Together). However, we are happy to assist clients in understanding their funding options.