CANCELLATION POLICY

Acknowledgement

By booking with Same Wellness, you confirm that you have read, understood, and agree to this Cancellation Policy. If you book on behalf of someone else, you agree to these terms on their behalf.

Important Note

Any information on our website, social platforms, or booking systems is intended to support your understanding of our services. It is not medical advice and must not be used in place of urgent or emergency care. If you require immediate assistance, contact 000 or your local crisis service.

Cancellation Timeframes

To keep appointments accessible and fair for all clients (including those on our waitlist), we ask that you provide as much notice as possible if you need to cancel or reschedule.

Fees apply as follows:

  • More than 24 hours’ notice: No cancellation fee

  • Less than 24 hours’ notice: A cancellation fee of 50% of the full session fee will be charged (first time cancellations will not incur a charge)

  • Failure to attend (no-show): Full consultation fee will be charged.

Please note:

  • Cancellation fees cannot be claimed through Medicare or private health funds.

  • If you have an outstanding cancellation fee, new sessions may not proceed until the balance is paid.

How to Cancel or Reschedule

To ensure your notice is received and recorded correctly, please use one of the following:

a) Same Wellness Client Portal (preferred)

Available 24/7 and updates immediately.

b) Email

Email our admin team at: info@samewellness.com.au

We do not accept cancellations via SMS.

Rescheduling Appointments

  • More than 24 hours’ notice:
    You can reschedule freely without a fee.

  • Less than 24 hours’ notice:
    If you need to change your appointment with short notice, please contact us via the portal or email before your session start time.
    We’ll aim to offer another appointment within the next month (subject to practitioner availability).
    If a suitable option isn’t available, the standard cancellation fee may still apply.

Late Arrivals

Most consultations are 50 minutes. If you arrive late, your session may need to finish at the scheduled end time to avoid delays for other clients. Late arrivals cannot always be extended, and the full fee still applies.

Non-Attendance (No-Show)

If you miss your scheduled appointment without any notice:

  • The appointment will be marked as a no-show, and

  • The full session fee will be charged to your stored payment method.

If We Need to Change Your Appointment

Occasionally, unexpected situations such as practitioner illness or technical issues may require us to adjust or cancel your session.
If this happens:

  • We will notify you as soon as possible.

  • We will offer to reschedule your appointment at the next suitable time.

  • If you have already paid, you may choose a full refund or credit towards a future session.

  • No fee will be charged for changes initiated by Same Wellness.

Psychology Assessments & Reports

Due to the significant preparation involved:

  • A non-refundable 50% deposit is required before your clinician begins any assessment or report-writing work.

  • Once the work has commenced, the service cannot be cancelled or altered.

  • Final reports and documents will only be released once full payment has been received.

Payment of Cancellation Fees

We require a valid credit or debit card stored securely on file for all bookings. By booking, you authorise Same Wellness to charge this card for cancellation fees where applicable.

  • Medicare & Private Paying Clients:
    Cancellation fees are charged to the card on file.

  • NDIS Clients (Self-Managed or Plan-Managed):
    The cancellation fee will be invoiced according to NDIS billing requirements.

Where it is not possible to store a card on file, bookings may be accepted case-by-case with a 50% deposit. Deposits will be refunded or credited if the appointment is cancelled with sufficient notice.