We understand that nobody likes paying a cancellation fee—and truthfully, we don’t enjoy charging it either. That’s why we send reminder emails and SMS notifications well in advance, giving you ample opportunity to reschedule or cancel if needed.
Of course, life happens, and sometimes you must cancel. Whenever possible, please let us know as soon as you can so we can offer your slot to another client. If we are able to re‑fill your appointment, we will waive the fee.
Alternatively, if you still need care but cannot attend in person, consider converting your booking to an online or phone consultation instead of cancelling outright. This lets you keep your appointment without incurring any fees.
Summary of Key Timeframes
| Appointment Type | Notice Required | Fee Charged | Example Cut-off |
|---|---|---|---|
| Standard session (private/self-funded) | By 4 pm on the previous business day | 50 % | Appointment is Mon 5:10 pm → Cancel by Fri 4 pm |
| NDIS session | At least 2 business days’ notice | 100 % | Appointment is Mon 5:10 pm → Cancel by Thu 5:10 pm |
| Assessment (neuropsychology, cognitive etc.) | At least 2 business days’ notice | 50 % | Appointment is Fri 9:30 am → Cancel by Wed 9:30 am |
Please cancel via:
Phone
Call 03 6224 8448. Our reception team is available Monday–Thursday, 8:30 am–5:15 pm, and Friday, 8:30 am–4:00 pm. If the lines are busy, please leave a voicemail and we’ll return your call as soon as possible.
Online
Cancel your therapy appointment through our secure booking system.
SMS
Reply “No” to your appointment reminder text message.
Email
Send cancellations or enquiries to admin@macquariepsychology.net.au.
Cancellations made after 4:00 pm on the business day before your scheduled appointment will incur a late-notice fee:
Late-notice fee: 50 % of the standard appointment fee (see Schedule of Fees).
No-show or same-day cancellation: 50 % of the standard appointment fee.
Non-claimable: Cancellation and no-show fees cannot be claimed through Medicare, private health funds, WorkCover, or other third-party payers.
Outstanding fees: No new appointments or wait-list placements can be confirmed until all outstanding fees are paid.
Business days: Monday to Friday (excluding public holidays).
Example: Appointment at 5:10 pm on Monday → cancel by 4:00 pm on Friday.
Cancellations made fewer than two full business days before your scheduled assessment will incur a 50 % fee (see our Schedule of Fees).
Non-claimable: This charge cannot be recovered through Medicare, WorkCover, third-party funders, or private health insurers.
Examples:
– Assessment at 9:30 am Friday → cancel by 9:30 am Wednesday.
– Assessment at 9:30 am Monday → cancel by 9:30 am Thursday.
Please plan accordingly to avoid unnecessary charges.
Cancellation fees are applied in line with your insurer’s service agreement.
Where a payer does not cover a cancellation or no-show fee, the client remains responsible for payment.
We know emergencies and illnesses happen.
Fees may be waived at our discretion for genuine circumstances — please let us know as soon as possible.
Invoices for late-notice cancellations or no-shows are emailed to clients.
Payment is due on receipt. (Late-payment terms and fees are outlined in the Fee Schedule.)
If a cancellation or no-show fee remains unpaid before your next booking, we may cancel that booking.
Business days: Monday to Friday (excluding public holidays).
Cut-off time: 4:00 pm local time (AEST/AEDT) on the business day before your appointment.
Reminder: treat our team with courtesy, politeness and kindness. We will not tolerate verbal abuse over our cancellation policy.
Cancellation Policy updated 28 July 2025