Policies

Cancellation Policy

Positive Solutions’ want to provide the best service possible for clients and ensure optimum availability for our clients. We also want to ensure that we are utilising our practitioner’s time in the most efficient and effective way possible. Our services are highly requested and therefore there are sometimes clients on a waiting / cancellation list who are seeking services. By providing proper notice of cancellation we can better provide those clients the opportunity to receive the help they need. 

Cancellation Fees

Cancellation fees are charged in accordance with the below notice periods. All notice periods are in business days, being Monday to Friday 9am to 5pm. All unpaid cancellation fees that have been charged to an account must be paid prior to, or on the day of, the client’s next appointment. The Operations Manager reserves the right to refuse any future appointment bookings should payment of cancellation fees not be made.  

• Private counselling, family law counselling, less than 1 business day full fee charged.
• Employee Assistance Program (EAP) counselling, where a client is receiving counselling under an EAP, the cancellation fee is determined by the Agreement with the employer. In most instances where a client fails to provide 1 business days notice the number of sessions available to the client reduces and the employer will be charged.
• Psychological Services, between 1 business day to 2 business days 50% of fee; less than 1 business day full fee charged. Please note that Medicare rebates are unavailable for cancellation fees.
• Family Dispute Resolution/Mediation, between 1 business day to 2 business days 50% of fee; less than 1 business day full fee charged. Cancellation fees are charged to the cancelling party.
• Other services. In accordance with the terms and conditions at time of confirmation. For further information please our Client Services Team, [email protected]

Cancellations must be made in person, over the phone or via email.

Confirmation of Appointments

Positive Solutions sends confirmation SMS text messages to individual clients 1-2 days prior to an appointment. Regardless of whether a confirmation exchange was received, should an appointment be cancelled within the periods outlined above, cancellation fees will still apply.

Exceptions

Positive Solutions understands that illnesses and family emergencies sometimes occur and it is at the discretion of the Operations Manager as to whether a cancellation fee is charged. 

For clarity, please note the following examples of “family emergencies”:

• An illness, injury or death
• A car accident
• A witness or victim of a serious crime.

Please also note the following examples which are not considered “family emergencies”:

• A meeting called at work or any changes to work rosters or travel requirements
• A school, sports or extracurricular event
• A family activity or holiday
• Changes to the availability of a babysitter or child care service

We acknowledge that such events may be beyond control and can be genuine reasons for late cancellation however we still require that responsibility for these types of circumstances is taken and that a cancellation fee would apply.

The Operations Manager holds the right to waive any cancellation fees.

Unpaid Fees

Where fees remain unpaid after eight weeks Positive Solutions will lodge the debt with a Collection Agency. Additional charges for collection will be added to the unpaid debt.