Effective Date: June 10, 2024

At Mind Health, we are dedicated to providing timely and effective mental health care. To ensure availability and better manage our clinicians’ schedules, we kindly ask our clients to follow the guidelines of our updated cancellation and rescheduling policy.

Appointment Deposit

To secure an appointment, clients are required to pay a minimum 50% deposit of the total appointment fee. This deposit is non-refundable but will be applied towards the cost of the session upon attendance.

48-Hour Notice Requirement

We require a minimum of 48 hours’ notice to reschedule or cancel an appointment. The exact cut-off time for the 48-hour notice period is 48 hours before your scheduled appointment time. For example, if your appointment is at 2:00 pm on Friday, you must cancel by 2:00 pm on Wednesday to avoid a fee.

Please call us at 1300 084 200 between 9:00am – 5:00pm, Monday to Friday, or use our secure online portal to make any changes to your appointment. If your appointment is on a Monday, please make sure to notify us by the preceding Friday.

Cancellation Fees and Deposit Forfeiture

Less than 24 hours’ notice: If you cancel or fail to attend an appointment without providing at least 24 hours’ notice (e.g., for a 2:00 pm appointment, cancellation after 2:00 pm the day before), you will forfeit your 50% deposit, and you will be charged the remaining 50% of the usual fee.

Less than 48 hours’ notice: If you cancel or reschedule an appointment with less than 48 hours’ notice but more than 24 hours’ notice, you will forfeit your 50% deposit.

Please be aware that most funding services such as Medicare, SIRA, CTP, Comcare, and private health insurers do not cover late cancellation or non-attendance fees. As the client, you would be responsible for these charges.

Exceptional Circumstances

We understand that unforeseen emergencies can occur. In case of genuine emergencies or unexpected circumstances (e.g., sudden illness, accidents, or family emergencies), please contact us as soon as possible. We will review these situations on a case-by-case basis and may waive the cancellation fee and refund the deposit at our discretion.

Number of Cancellations

If a client cancels three consecutive appointments or frequently cancels appointments, we reserve the right to discuss the client’s ongoing commitment to therapy and potentially terminate services if we believe the cancellations are hindering progress or preventing other clients from accessing care.

Pre-paid Session Policy

Pre-paid sessions are non-refundable. However, they can be transferred to a rescheduled appointment if you provide at least 48 hours’ notice.

Rationale Behind the Policy

This policy is in place to ensure we can effectively manage our clinicians’ schedules, maintain high service standards, and provide timely care to all our clients. We have aligned our policy with recommendations from our peak psychology bodies (AAPi, APS) to operate effectively as a small business.

We will send a brief reminder of the cancellation policy when confirming your appointments to ensure you are well-informed.

We appreciate your understanding and cooperation with our policy. If you have any questions, please don’t hesitate to contact us.

Best Regards,
Mind Health