Cancellation Policy

Information provided on Intake forms

To cancel or reschedule an appointment, please telephone our office on (03) 9123-0001 during our business hours between 9:00am – 5:00pm Monday to Friday. Please note we require 2 full business days notice (2 full Business days before Appointment) when cancelling an appointment as per our Cancellation Policy (outlined below). If you are calling outside of our business hours, you have the option to leave a voice message on our 24-hour answering machine or email us at admin@advancetherapy.com.au. Please ensure to provide the participant’s full name, your details, and the reason for the cancellation.  
Please note:  A missed call without a sufficiently detailed voicemail does not warrant a valid cancellation.

Cancellation Policy

Advance Therapy endeavours to provide best practice clinical care. In order to provide a high standard of therapeutic services, our team of clinicians prepare for the consultation prior to commencing the appointment. Due to the nature of the appointment and type of service we provide, we typically are unable to replace the scheduled appointment for another person on short notice. We must therefore implement a cancellation fee. We also reserve the right to impose a cancellation fee if the participant is not fit for the appointment or external factors such as translators, support personal or safety factors affect the ability to conduct the appointment.

Reasons for cancellation

It is the responsibility of the participant, their carer or support manager to notify Advance Therapy with the most notice possible for any cancellation or rescheduling. We acknowledge that there may be unforeseen circumstances outside of your control that prevent you from attending an appointment. We are unable to provide discretion in these instances and will enforce our cancellation policy to ensure that our policy is applied equitably to all our clients.  

Cancelation of an appointment

• We require a minimum of 48 hours' notice when cancelling an appointment.

• All cancellations must go via our reception team on 03 9123 0001 or via our email at admin@advancetherapy.com.au

• If you are calling outside of our business hours, you have the option to leave a voice message on our 24-hour answering machine or email us at admin@advancetherapy.com.au.

• Do NOT call, text, email or leave a voicemail to a clinician's mobile phone to reschedule an appointment. All communication must go through our reception team.

• For after-hours communication, please ensure to provide the participant’s full name, your details, and the reason for the cancellation.

• A missed call without a sufficiently detailed voicemail does not warrant a valid cancellation.

• If your appointment is on a Monday, the last point of cancellation notice to not incur a late cancellation fee is by the close of business on the Thursday before the appointment.

Rescheduling of appointments

• Rescheduling an appointment can be made up until the end of business 2 days BEFORE the day of the appointment. After this period the late cancellation fee will apply.

• If you are calling outside of our business hours, you have the option to leave a voice message on our 24-hour answering machine or email us at admin@advancetherapy.com.au.

• Do NOT call, text, email or leave a voicemail to clinician's mobile phones to reschedule an appointment. All communication must go through our reception team. Converting appointments to Telehealth

• In the event that the participant is unable to attend the appointment, or Advance Therapy deems the participant to be unfit to conduct the session AND the clinician believes Telehealth would provide value to the care of the participant, then the appointment may be converted to Telehealth.

• The minimum notice period for a Telehealth conversion is 2 hours. This means that failure to notify Advance Therapy within 2 hours of the scheduled appointment will incur our cancellation fee

• The clinician reserves the right to refuse to provide a Telehealth service in which the cancellation fee will apply

 
Converting the appointment to Non-Client-Facing

• In the event that the participant is unable to attend the appointment, or Advance Therapy deems the participant to be unfit to conduct the session AND the clinician believes Non-Client-Facing services are required, then the appointment may be converted to a Non-Client-Facing session. This can be utilised for; Meetings, case conferences, phone calls, resource creation, session planning, report drafting etc.

• The minimum notice period for a Non-Client-Facing conversion is 2 hours. This means that failure to notify Advance Therapy within 2 hours of the scheduled appointment will incur our cancellation fee

• The clinician reserves the right to refuse to provide a Non-Client-Facing service in which the cancellation fee will apply.
   

Cancellation fees

• Late cancellation or forced cancellation of an appointment will incur a fee of 100% of the session cost.

• If the case of a community-based consultation/home visit any undertaken travel will also incur 100% of the travel costs in addition to the session cost

• We reserve the right to reduce cancellation fees at our own discretion

 
Refusal to provide service

Refusal of an appointment can be made by any staff member employed by Advance Therapy at their own discretion. Standard cancellation fee will apply. We must enforce the cancellation of an appointment to protect staff, participants and the community.  
We reserve the right to refuse entry or cancel an appointment if the participant or accompanying carer demonstrate obvious signs of:

• Contagious illness including; COVID, Chicken Pox, Flu.

• Intoxication.

• Abuse or violence - This includes those that are abusive upon the implementation of our cancelation policy. If the appointment is cancelled for any of the above and the participant believes they should not be charged for the session, then we will waive the fee if a medical certificate is provided by a qualified GP outlining that they do not present with the suggested reason (i.e. Flu).

NDIS Cancelation

Our cancellation policy was designed with consideration of the NDIS schedule. Our policy is considerably more lenient than the NDIS cancelation schedule, which suggests any cancellation within 7 days prior to the appointment will incur 100% of the appointment fee.

Private, TAC and Medicare Cancelation

Our cancellation policy is consistent across all types of service delivery. As Private Health Insurance companies, TAC and Medicare do not pay for late cancelation fee's it is the responsibility for the individual to pay for the cancelation fee themselves.

Clinic cancelation of future appointments

Advance Therapy reserves the right to cancel any future appointments you may have, hold off on the submission of any reports or refrain from providing any clinical support until all outstanding debts are balanced prior to the commencing of the next session.

Repeated Cancelations

Advance Therapy reserves the right to refuse to offer an ongoing appointment time for participants who regularly cancel or reschedule appointments. It is only fair for others to retract our obligations to providing ongoing, continuous care for those who repetitively cancel or reschedule appointments. Debt Reconciliation Advance Therapy will make all steps reasonable to contact you via the provided contact information to reconcile debts. Any outstanding debts that are not paid after reasonable attempt will be referred to a third part debt reconciliation company. 

Advance Therapy Cancelation Policy – V2-022023