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Cancellation Policy

Individual Therapy

ChatterBox provides high quality services for all clients.  To achieve this, ChatterBox utilises an appointment and cancellation policy.  The policy enables better utilization of available appointments for our clients and assists us as we strive to prepare for our appointments thoroughly.  ChatterBox aims to balance customer and organisational financial interests in relation to cancellations and no-shows.

Please note that once you have booked an appointment with us, it means that we have reserved time in our schedule exclusively for you.  ChatterBox understands that there are times when planned sessions cannot go ahead.  Costs are incurred by ChatterBox regardless of whether a client attends a session.  

ChatterBox reflects the requirements of the relevant government agencies for the funding being utilized to pay for the service (e.g., National Disability Insurance Scheme (NDIS)).

In order to provide clarity, the policy is elucidated across the following categories:

Adequate Notice - Cancellations with more than two (2) business days’ notice.

·         No cancellation charge will be issued.

Short-Notice – Cancellation of the scheduled service on the same day, prior to the start, of the appointment.

  • Cancellation fee is equivalent to 100% of the agreed support price

  • Exceptions to this fee can be considered under the following conditions:

  1. Submission of a valid medical certificate

  2. Demonstrable hardship faced by the client.

  • All clients are entitled to two (2) cancellations per calendar year without cost.

Did-Not-Attend (DNA)

·         100% of the scheduled fee will be charged.

·         You will need to phone to confirm your next appointment (it will not be automatically rescheduled).

Any fees outstanding from Short-Notice or DNA’s will need to be paid PRIOR to your next appointment. 

Neither reception staff nor your child’s therapist have the authority to waive a cancellation fee. 

Should you have any questions or need clarification, please contact us.

Please note reminder text messages will be sent where possible, however at times this is not possible and it is your responsibility to keep track of scheduled appointments. If you are unsure please contact Chatterbox to confirm your appointment.

Social Skills Participation Programs

ChatterBox is dedicated to delivering top-tier services to our diverse clientele. In pursuit of this objective, we have established a comprehensive appointment and cancellation policy. This policy is instrumental in optimizing the allocation of appointment slots to enhance the experience of our clients while concurrently facilitating our meticulous preparation for scheduled appointments. Our paramount goal is to harmonize the interests of our valued customers with the financial considerations of our organization, particularly in the context of cancellations and instances of no-show.

It is important to emphasize that upon booking an appointment with us, a dedicated time slot is exclusively reserved in our schedule for you. Recognizing that unforeseen circumstances can disrupt planned sessions, ChatterBox acknowledges that there may be occasions when appointments cannot proceed as scheduled. It is pertinent to note that irrespective of client attendance, ChatterBox incurs costs associated with these allocated time slots.

In order to provide clarity, the policy is elucidated across the following categories:

Adequate Notice

Cancellations made with a notification period exceeding two (2) business days will not be subject to any cancellation charges.

Short-Notice – Cancellation of the scheduled service on the same day, before the start, of the appointment.

  • Cancellation fee is equivalent to half of the full group cost rate.

  • Exceptions to this fee can be considered under the following conditions:

  1. Submission of a valid medical certificate

  2. Demonstrable hardship faced by the client.

  • All clients are entitled to two (2) cancellations per calendar year without cost.

Did-Not-Attend (DNA)

Instances where a client does not attend a scheduled appointment, referred to as a "No Show", will attract a cancellation fee equivalent to the full group cost rate. Consistent occurrences of non-attendance may result in the cancellation of all future appointments.

Outstanding fees arising from Short-Notice cancellations or Did-Not-Attend incidents are required to be settled PRIOR to the subsequent appointment.

It is imperative to acknowledge that neither our reception staff nor your child's therapist possess the authority to waive cancellation fees.

Should you require clarification or have inquiries concerning our policy, we encourage you to reach out to us.

While we strive to send reminder text messages whenever feasible, there may be instances when this practice is not feasible. In such cases, the responsibility rests with the client to remain vigilant about their scheduled appointments. Should any uncertainty arise, we recommend reaching out to ChatterBox for appointment verification.

Our commitment to implementing a structured appointment and cancellation policy underscores our dedication to providing exceptional service quality while effectively managing operational aspects