Cancellation Policy

CANCELLATION AND MISSED APPOINTMENT POLICY

This policy outlines the arrangements for cancellations, rescheduling and missed appointments at Renate Best (ABN 81 353 728 689).

1. Appointment Management

Appointments are reserved specifically for you. When an appointment is booked, that consultation time is held exclusively for you and is therefore unavailable to another client.

Clients can manage their appointments, including cancellations and rescheduling, through the practice's secure online booking system.

2. Cancellation and Rescheduling Notice

A minimum of 48 hours' notice is required to cancel or reschedule an appointment without charge.

Providing at least 48 hours' notice allows the appointment time to be made available to another client who may require an appointment.

3. Late Cancellations

If an appointment is cancelled or rescheduled with less than 48 hours' notice, the full consultation fee may be charged.

This fee applies because the appointment time has been reserved for you and, with limited notice, it may not be possible to offer the appointment to another client.

The cancellation fee is a fee for the appointment time that was reserved and is not a fee for a psychological service that was not provided. Medicare or private health fund rebates are therefore not available for cancellation fees.

4. Missed Appointments

If you do not attend a scheduled appointment and have not provided prior notice, the full consultation fee may be charged.

Where a client is unable to attend because of an unforeseen or exceptional circumstance, the circumstances will be considered on a case-by-case basis.

5. Exceptional Circumstances

I recognise that circumstances can arise unexpectedly.

Where a late cancellation or missed appointment occurs because of an unforeseen emergency or exceptional circumstance, consideration may be given to waiving or reducing the cancellation fee at the clinician's discretion.

Examples may include an unexpected medical emergency or other circumstances that could not reasonably have been anticipated or avoided.

The application of this discretion will take into account the individual circumstances of the client and the circumstances surrounding the cancellation or non-attendance.

6. Payment Processing

Consultation fees for attended appointments are processed automatically at the commencement of the session through the practice's secure payment and booking system.

Where a late cancellation or missed appointment fee applies, the fee may be processed separately in accordance with this policy and the payment arrangements agreed to when booking.

7. Medicare and Private Health Insurance

Cancellation and missed appointment fees are not eligible for Medicare rebates or private health insurance rebates.

A Medicare rebate can only be claimed where an eligible psychological service has actually been provided and the relevant Medicare requirements have been met.

8. Agreement to Financial Arrangements

The applicable consultation fee and cancellation arrangements are made available before an appointment is booked.

By proceeding with a booking, you acknowledge that you have had an opportunity to review these arrangements and agree to the applicable consultation fee and cancellation policy.

If you have any questions about fees or cancellation arrangements, please contact the practice before booking.

9. Changes to This Policy

This policy may be updated from time to time to reflect changes in legislation, professional requirements or practice procedures.

The most current version will always be available on the practice website.

Cancellation and Missed Appointment Policy last updated: August 2026