Payment and Cancellation Policy
Payments
Session fees at CoRe are to be paid in full on the day of service, unless otherwise agreed to CoRe. CoRe reserves the right to postpone future service delivery if outstanding fees remain.
Cancellation
At CoRe, we value the consistency and commitment that therapy requires. We also understand that illness, emergencies, and changes in family schedules happen. Our cancellation policy is designed to protect therapy spaces for children, respect the time of our therapists, and ensure fairness for families on our waitlist.
Cancellation Notice Required
We require a minimum of one (1) clear business days’ notice to cancel an appointment without a fee.
“Clear business days” means that weekends and public holidays are not counted.
For example:
- If you cancel on Monday, the earliest appointment that can be cancelled without a fee is Thursday.
- If you cancel on Friday, the earliest appointment without a fee is Wednesday.
Cancellation Fees
- Less than 1 business days’ notice or no-shows will incur 100% of the scheduled session fee.
- This applies to all families, whether privately paying or using NDIS funding or other funding sources.
Note: For your information, providers servicing clients under the NDIS can claim 100% of fees if the client is a “short notice cancellation” which is defined as anything less than seven (7) clear days’ notice.
How to Cancel
All cancellations must be made in either in writing (email: admin@corekidstherapy.com.au) or by phone (0401 517 014).
Alternative Services
In ALL circumstances, therapists will endeavour to offer families the opportunity to reschedule any missed appointments, or to offer alternative options for support, to avoid cancellation fees. Options may include:
- Parent or carer consultation (phone, online, or face-to-face)
- Teacher or school liaison
- Resource development
- Report writing
- Multidisciplinary team meetings
Are there any exceptions?
Yes – IF your clinician is able to offer a suitable alternative time within the SAME calendar week AND you reschedule (and attend) the rescheduled appointment, a cancellation fee will NOT apply.
Illness
Children and parents showing signs of fever, cough, sore throat, flu, or contagious illness should not attend in person. Where possible, we will arrange a telehealth session instead or to reschedule the appointment for later in the week.
Why We Have This Policy
- Missed sessions cannot easily be offered to another child on short notice.
- Therapists dedicate time to preparing for each session.
- Consistency is key for children’s progress in therapy.
- Fees ensure we can cover staff time and clinic costs even when a session is missed.
What happens if a cancellation fee is not paid promptly?
If a cancellation fee is charged under this policy and you do not pay the fee promptly we will be unable to continue providing you with the service.
We also reserve the right to take any further reasonable action necessary to recover any unpaid fees and to bill you for any reasonable additional costs incurred in taking such action.
We hope you find this to be a fair and reasonable policy, and we thank you for your understanding and cooperation.
