Cancellation Policy

Glossary of Terms

  • Late cancellation – – cancellation of a Speech Pathology, Occupational Therapy or Music Therapy appointment, less than 48 hours before the time of the scheduled appointment.
  • Term – refers to a school term as per the Victorian Public School schedule.

Background

While Village Therapy endeavours to reduce costs to clients where possible, late cancellation of appointments puts a strain on the business and makes it difficult for clinicians to manage their caseload.


Policy

Fees for cancellations for Village Therapy clients will be charged according to the table below:

Cancellation Type

Fee

Cancellation more than 48 hours (not including Sundays) before the time of the scheduled appointment

$0

Cancellation less than 48 hours before the time of the scheduled appointment and it can be rescheduled within 7 x days.


Note: if the rescheduled appointment is not attended; or the clinician is unavailable, the cancellation fee will apply.

$0

Cancellation less than 48 hours before the time of the scheduled appointment and it cannot be rescheduled within 7 x days*

100% of the full cost of the appointment.

Non-attendance without notice:

100% of the full cost of the appointment.

Sessions will not re-commence until after the cancellation invoice has been paid. Cancellation fees can be avoided if the appointment time can be utlised in another way (see section below)


Other uses for the appointment time

If the cancelled appointment time can be used either:

  • for another client’s appointment
  • in other ways for the client who has cancelled (including non-client facing work), the cancellation fee will not apply.

Contact
If a client does not attend their appointment and has not communicated this with Village Therapy, every effort will be made to contact them to check on their welfare.



Minimum Attendance Requirement

In order for clients to hold their regular appointment time, a minimum of 80% attendance is required during school terms.

  • Weekly clients: If more than 2 appointments in a term are missed, the regular appointment time may be offered to another client.
  • Fortnightly clients: If more than 1 appointment in a term is missed, the regular appointment time may be offered to another client.

In situations where clients are missing appointments on a regular basis, contact with the client must be made to ensure that there is nothing that Village Therapy can do to assist the client in being able to attend regular therapy.

Ongoing missed appointments may result in the client’s regular appointment time being offered to someone from our waiting list.


Cancellation of First Appointment

Clients who are attending Village Therapy for the first time may still incur a Cancellation Fee.  Every effort should be made to speak to the client and reschedule the appointment.


Illness
No person associated with a client is permitted to attend the clinic whilst unwell. This includes the client themselves, their family members, carers, support workers or any other person attending the appointment with them. If a client or someone accompanying them appears unwell when attending the clinic, their appointment will be cancelled and they will be asked to leave. The client will then be invoiced a late-cancellation fee. All standard late-cancellation rules and procedures will apply.