Cancellation & Attendance Policy
Clear information about changing an appointment, arriving late and the fees that may apply. We explain the arrangements before you agree to a service.
Your appointment time matters.
Appointments reserve time specifically for you. These proposed conditions apply to private clinical appointments and help keep expectations consistent.
The relevant service terms, fee and any exceptions will be explained before a booking is confirmed.
When circumstances change.
Illness, emergencies and unexpected situations happen. Please contact AO Psychology promptly so exceptional circumstances can be discussed and considered fairly.
Contact AO Psychology ↗These are proposed conditions for private appointments, not active charges from visiting this website. Applicable cancellation terms will be confirmed before an appointment and remain subject to consumer rights and exceptional circumstances.
How do I cancel or reschedule?
Contact us as early as possible. At least 24 hours' notice avoids the proposed late fee for private clinical appointments. Rescheduling is subject to availability.
What if I am delayed or have an emergency?
Arriving or joining more than 15 minutes after the scheduled start is ordinarily treated as a missed appointment. Contact us promptly. Genuine emergencies and exceptional circumstances will be considered fairly under the agreed terms and applicable law.
What if I've already paid?
When a full fee applies, the prepaid amount is retained rather than charged again. Final payment and refund conditions will be explained before booking.
Do the same terms apply to reports or NDIS?
Not automatically. Screening packages, commissioned reports and digital resources may have separate terms. NDIS-funded counselling may have different cancellation and invoicing arrangements under current NDIS rules. Applicable conditions are explained and agreed before any appointment.
Questions about the policy?
Make a general enquiry without including sensitive health information in your message.