Cancellation and Missed Appointment Policy
In this Policy, when we say you or your, we mean both you and any entity you are authorised to represent (such as your employer). When we say we, us, or our, we mean Paul Greeff / PsychWide Psychology. We and you are each a Party to this Policy, and together, the Parties.
This Policy forms part of our contractual arrangements with you and sets out our requirements and your obligations in relation to appointment cancellations and rescheduling. By booking an appointment with us, you agree to the following terms. Please read them carefully.
Some capitalised words in this Policy have defined meanings, and each time that word is used in this Policy it has the same meaning. You can find a list of the defined words and their meaning at the end of this Policy.
For questions about this Policy, or to get in touch with us, please email info@psychwide.com.au or telephone (08) 7228 2319.
1. Notice Requirements and Cancellation Fees
1.1 You must provide notice when cancelling or rescheduling an appointment in accordance with the requirements set out in this clause 1.
1.2 48 hours or more notice: Where you provide at least 48 hours' notice prior to your scheduled appointment time, no Cancellation Fee applies.
1.3 24–48 hours' notice: Where you provide notice of cancellation or rescheduling that is less than 48 hours but more than 24 hours prior to your scheduled appointment time, you agree to pay a Cancellation Fee equivalent to 50% of the Standard Consultation Fee.
1.4 Less than 24 hours' notice or non-attendance: Where you provide notice of cancellation or rescheduling that is less than 24 hours prior to your scheduled appointment time, or where you fail to attend a scheduled appointment without providing notice (Missed Appointment), you agree to pay a Cancellation Fee equivalent to 100% of the Standard Consultation Fee.
1.5 For the purposes of calculating notice periods in this clause 1:
- (a) Business Days are Monday to Friday, excluding public holidays;
- (b) notice given after 5:00pm on a Thursday for appointments scheduled on the following Monday or Tuesday may be treated as late notice for the purposes of clause 1.4; and
- (c) time is calculated as local time in Adelaide, South Australia.
2. Rationale for Policy
2.1 You acknowledge and agree that:
- (a) when you book an appointment, we reserve that time exclusively for you;
- (b) this reserved time includes preparation for your session, review of your progress, and planning of interventions tailored to your needs;
- (c) psychology sessions of 50 minutes' duration cannot easily be filled at short notice; and
- (d) cancelled appointments often result in lost time that cannot be allocated to other clients.
2.2 This Policy is designed to ensure:
- (a) consistency in your therapeutic progress;
- (b) fair access to appointments for clients on our waitlist;
- (c) sustainability of the practice and our ability to continue providing quality care; and
- (d) efficient allocation of professional resources.
3. Exemptions
3.1 We may, at our absolute discretion, waive or reduce a Cancellation Fee in circumstances including, but not limited to:
- (a) sudden illness (in accordance with SA Health directives, we encourage you not to attend if unwell and will offer a telehealth alternative where appropriate);
- (b) family emergencies;
- (c) unforeseen circumstances beyond your reasonable control; or
- (d) other circumstances that we determine, in our reasonable opinion, warrant an exemption.
3.2 You must contact us as soon as reasonably practicable to discuss any circumstances that you believe may warrant an exemption under clause 3.1. Each case will be considered individually.
3.3 Any exemption granted under this clause 3 is at our sole discretion and does not create a precedent for future circumstances.
4. Payment of Cancellation Fees
4.1 You acknowledge and agree that:
- (a) Cancellation Fees are not claimable through Medicare or private health insurance;
- (b) Cancellation Fees must be paid in full before your next scheduled appointment;
- (c) payment of Cancellation Fees may be made via our accepted payment methods as notified to you from time to time; and
- (d) failure to pay a Cancellation Fee in accordance with this clause 4 may result in us exercising our rights under the Client Services Agreement, including the right to cease providing Services.
4.2 We may charge interest on unpaid Cancellation Fees in accordance with clause 9.3 of the Client Services Agreement.
5. Appointment Reminders
5.1 We may, as a courtesy, send appointment reminders to you approximately 48 hours in advance of your scheduled appointment.
5.2 You acknowledge and agree that:
- (a) the provision of appointment reminders is a courtesy service only and does not form part of our contractual obligations;
- (b) the receipt or non-receipt of an appointment reminder does not affect the operation of this Policy;
- (c) the responsibility for remembering and managing your appointments remains with you at all times; and
- (d) we are not liable for any consequences arising from the non-receipt or late receipt of appointment reminders.
6. Cancellation and Rescheduling Procedure
6.1 To cancel or reschedule an appointment, you must contact us as early as possible by one of the following methods:
- (a) telephone: 08 7228 2319;
- (b) email: info@psychwide.com.au; or
- (c) our online booking system, Psychwide Online Booking.
6.2 If contacting us outside Business Hours, you must leave a detailed voicemail or email message containing:
- (a) your full name;
- (b) your appointment date and time; and
- (c) confirmation that you wish to cancel or reschedule your appointment.
6.3 Notice of cancellation or rescheduling will be deemed to have been received by us:
- (a) in the case of telephone contact during Business Hours, at the time of the telephone conversation;
- (b) in the case of voicemail, at the time we retrieve and review the voicemail during Business Hours;
- (c) in the case of email, at the time of transmission, provided that where an email is sent outside Business Hours, it will be deemed received at 9:00am on the next Business Day; and
- (d) in the case of our online booking system, at the time the cancellation or rescheduling is confirmed through the system.
7. Feedback and Concerns
7.1 We are committed to addressing all feedback and concerns relating to this Policy promptly and fairly.
7.2 If you have feedback or concerns about this Policy or its application, you should:
- (a) in the first instance, discuss your concerns directly with your psychologist or our reception team; and
- (b) if you are not satisfied with our response, you may refer the matter in accordance with the complaints procedure set out in the Client Services Agreement.
8. Relationship to Client Services Agreement
8.1 This Policy forms part of, and should be read in conjunction with, the Client Services Agreement.
8.2 In the event of any inconsistency between this Policy and the Client Services Agreement, the Client Services Agreement will prevail to the extent of the inconsistency.
8.3 All defined terms in the Client Services Agreement apply to this Policy unless otherwise defined in this Policy.
9. Definitions
In this Policy, unless the context otherwise requires, capitalised terms have the meanings given to them:
- Business Day means a day on which banks are open for general banking business in Adelaide, South Australia, excluding Saturdays, Sundays and public holidays.
- Business Hours means 9:00am to 5:00pm on a Business Day.
- Cancellation Fee means the fee payable by you to us in accordance with clause 1 of this Policy.
- Client Services Agreement means the Client Services Agreement for Practitioners (Terms and Conditions) entered into between you and us.
- Missed Appointment has the meaning given in clause 1.4.
- Policy means this Cancellation and Missed Appointment Policy.
- Standard Consultation Fee means the fee applicable to a standard 50-minute consultation as communicated to you prior to booking, displayed in our practice, listed on our website, or as otherwise agreed between us and you from time to time.
Interpretation
In this Policy, unless the context otherwise requires:
- (a) a reference to this Policy or any other document includes the document as amended, supplemented, varied or replaced from time to time;
- (b) a reference to any legislation or law includes subordinate legislation or law and all amendments, consolidations, replacements or re-enactments from time to time;
- (c) a reference to a person includes a natural person, body corporate, partnership, joint venture, association, government or statutory body;
- (d) a reference to a party (including a Party) to a document includes that party's executors, administrators, successors, and permitted assigns;
- (e) a reference to time is to local time in Adelaide, South Australia; and
- (f) a reference to $ or dollars refers to the currency of Australia from time to time.
Last updated: 1 June 2026