Missed appointments, cancellations and infection control statement

Our goal is to provide quality services to all our clients in a timely manner.

No-shows, late arrivals, cancellations, and people arriving with infections inconvenience not only our therapists, but our other clients as well.

If you need to cancel

If cancellation is necessary, please call us as soon as possible. Appointments are in high demand, and your advanced notice will allow another client access to that appointment time.

Late cancellations and no-shows

If you are unable to attend your scheduled appointment time, a cancellation fee will apply if you do not let us know with enough notice. Our notice period is two (2) clear business days’ notice.

All short-notice cancellations or no-shows are charged 100% of the session fee. However, we will offer you the option of having a telehealth session or to complete one of the other services as specified in your Therapy Service Plan. This will ensure we continue to make progress towards the therapy goals.

You can contact your clinic by email or phone.

Please note our clinic operates in usual business hours. Notifications received outside business hours will be logged at 9am on the following business day.

Infection control

If you (or the client) are sick (including cough, sore throat, shortness of breath, fever or fatigue), or have other symptoms that might be passed on to others (including gastro or head lice), please do not attend the clinic. Please contact the clinic by phone and one of our friendly team members will ask you some questions and make other arrangements with your therapist (for example, we will try to convert to a telehealth session). 

If you (or the client) attend the clinic unwell, or have headlice or another symptom that might be passed on, we will politely ask you to leave, as we do not want illness to spread to other clients or our team members. We will try to convert to a telehealth session or use that time for resource development instead.

If our therapist is doing an offsite visit and they arrive and find you, your child or another household member unwell, they will not continue with the face to face session. You will be charged for the session and the therapist will try to use that time for resource development instead.