Thank you for choosing Tend Mental Health for your psychological care. We understand that sometimes you may need to cancel or reschedule your appointment. Please read our cancellation and missed appointments policy carefully.

Cancellation, Reminder, and Fee Policy - Tend Mental Health

 At Tend Mental Health, we uphold the ethical standards and guidelines set forth by the Australian Psychological Society (APS) to ensure transparent and respectful communication regarding our cancellation and fee policies. (For APS recommendations see: https://psychology.org.au/getmedia/af30b47d-ef39-49c2-8116-6d20ed1dc828/18aps-2018-19-aps-is-srf-p1-a.pdf).

 Cancellation Notice:

We value open communication and understand that circumstances may arise, necessitating adjustments to your scheduled appointments. To facilitate this process, we request your cooperation in providing the following notice:

7 Day Cancellation Notice*: Preferred notice period for scheduling changes. Notice period for adjustments within 7 days but more than 48 hours before the scheduled session.

48 Hour Cancellation Notice*: This notice period is applicable when adjustments to your appointment are necessary within 48 hours or 2 business days but more than 24 hours before the scheduled session. For instance, if your appointment is scheduled for 9 am on a Monday morning, we kindly ask that you initiate the cancellation process by 9 am on the Thursday preceding it. This allows our staff to efficiently allocate the slot to individuals on our waiting list. Please note that our clinic is not staffed on weekends. Your cooperation ensures a smoother scheduling process and benefits others seeking our services.

24 Hour Cancellation Notice*: This notice period is relevant when adjustments to your appointment are initiated within 24 hours or on the day of the scheduled session.

*Please note cancellation fees further below.

Telehealth Options and Illness:

If you find yourself unwell or facing unexpected circumstances, we encourage you to consider our telehealth options. Opting for a telehealth session allows you to receive support without incurring cancellation fees, aligning with our commitment to flexible and accessible mental health services.

Reminder System:

To support you in managing your appointments effectively, we have implemented a reminder system:

Email Reminder (8 days prior or upon booking): An email reminder will be dispatched 8 days prior to your scheduled session or immediately upon booking if the appointment falls within the 7-day period. This provides you with an opportunity to cancel or reschedule your appointment without incurring any cancellation fees, ensuring flexibility beyond the 7-day timeframe.

Text Reminder (48 hours prior): A courtesy text reminder will be sent 48 hours before your scheduled session.

Cancellation Fees:

Adhering to APS guidelines, we acknowledge the need for cancellation fees when no replacement service is billed for the time lost. Please be informed that comprehensive details of this policy are presented in written form, including in the terms of service and consent form introduced at the commencement of your engagement with our service, Tend Mental Health.

It's important to note that Medicare rebates are not applicable for cancellation fees. However, certain private or other insurance funders may still cover the full fee. It remains the responsibility of the client to pursue any potential reimbursement from these sources.

For 46–60 minute services, the recommended cancellation fees are as follows:

0–24 hours notice: Full fee

24–48 hours notice: 50% of fee

48 hours–7 days notice: 25% of fee

NDIS Clients:

Late cancellation fees are charged at 100% as per NDIS guidelines. See Cancellation policy for more details.

Late to an appointment:

If a client is late for an appointment, their session may be less than 50 minutes in duration. Please note the full session fee is still required to be paid in these circumstances, however your Medicare rebate (if any) may be reduced.

We believe that clear communication and mutual understanding contribute to a positive therapeutic experience. If you have any questions or require further clarification on our policies, please do not hesitate to reach out. We appreciate the opportunity to collaborate with you on your mental health journey at Tend Mental Health.

Last Updated December 2023.