Policies and Procedures

Important information you need to know

Policy Purpose

  • to sustain the provision of quality services to all clients by:
    • keeping the number of clients seen each day manageable
    • allowing time to adequately prepare for a session and to reflect after a session
    • allowing time to document after a session in compliance with professional guidelines

Impacts of Cancellations

  • time spent in preparing for your session is lost
  • time reserved for you may not be filled by another family results in less families get supported
  • lose income, which directly impacting on the sustainability in providing a high quality service as it limits future investments in staff and resources. At times, staff’s paid can be impacted.

Bookings and payments

  • bookings can be confirmed verbally by phone or face to face, or by writing through text or email.
  • the fee for your sessions are agreed verbally prior to the initial session and formally confirmed in writing in our initial session.
  • fees must be paid in full before the date of the session or within 7 days of invoiced

Cancellations, changes to appointments and no shows

  • we will accept cancellations up to 12pm the day before your session verbally by phone, in writing by texting or emailing.
  • cancellation fee applies when you fail to attend, cancel or reschedule a session by or before 12 pm the day before your session
  • if you fail to attend two or more sessions, we reserve the right to allocate your chosen day/time to other families. You are reminded that after school and Saturday sessions are in demand.
  • if we need to cancel a session, we will let you know as soon as possible and reschedule the next appointment. No compensations to be sought.

to be updated soon!

to be updated soon!

to be updated soon!

to be updated soon!

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