Cancellation Policy

Why do we have a cancellation policy?

Our cancellation policy recognises the time our clinicians dedicate to your child, including the preparation involved before each session. It also reflects the realities of our waitlist system. Unlike general medical practices, we cannot easily fill cancelled sessions because of the specialised nature of our services.

What is our cancellation policy?

• Sessions cancelled with less than 24 hours’ notice will be charged at the full consultation fee.

• If we need to cancel a session (for example, due to staff illness, leave, or public holidays), we will make every effort to reschedule. If rescheduling is not possible, you will not be charged.

• If three scheduled appointments are missed within a 12-week period, we may need to temporarily pause therapy services. Your child will be welcome to return, but you may be placed on a waitlist if the clinician’s schedule is full.

• If your child is unable to attend a session, please let us know as soon as possible by calling the centre (Greenlane: 09 281 4857 or North Shore: 09 280 4303) or by emailing your clinician or lead therapist directly.