CANCELLATION POLICY

We respect that your time is valuable, and we appreciate your understanding that ours is too. We have extensive waiting lists, and therefore we require a minimum of 24 hours notice of a cancellation to allow us adequate time to reallocate your appointment to another client.

For privately paying clients our Cancellation fees are as follows:

  • Appointments cancelled with less than 24 hours notice will incur a cancellation fee of $100.
  • Failure to attend an appointment without notice, or with less than 4 hours notice will incur a charge of 90% of the scheduled fee.

You will receive an SMS reminder 48 hours prior to your appointment. Clients with Monday & Tuesday
appointments will receive a reminder on the Friday prior. Please note that this text is a courtesy only and
should not be relied upon for attendance. It is your responsibility to keep a record of your appointments.

We prefer that you call the clinic on 3392 6133 if you need to cancel or reschedule, as emails and text messages can be unreliable forms of communication. Please leave a message on the answering machine if you call outside of clinic hours. If your appointment is on a Monday, please call the clinic on Saturday and speak to the receptionist.

For NDIS clients our cancellation policy has been updated as follows:

Participants are required to give 2 business days notice for a cancellation if they want to avoid paying the full fee for a cancelled service. 

This change in fee of short notice cancellations is for a six-month period (25 March 2020 to 25 September 2020), with an initial review at three months to determine if it continues to be appropriate. When reviewing, the NDIA will consider a range of factors, including the current status of the COVID-19 pandemic.

We appreciate your understanding of the situation, and we will continue to deliver therapy services to you and your families throughout this difficult time.

Frequent Cancellations:

Continuity of care is important for achieving positive outcomes for your child. Frequent cancellations can inhibit your child’s progress, delay the achievement of their therapy goals and reduce the availability of therapy services for other people. Kids Matters OT may withdraw services from clients who frequently cancel or fail to attend appointments, regardless of the amount of notice given.

If you have any questions regarding this document, please discuss them with the receptionist or your therapist.

PLEASE NOTE THAT THIS POLICY IS A CONDITION OF TREATMENT AT KIDS MATTERS OT. BY MAKING APPOINTMENTS YOU ARE AGREEING TO OUR TERMS AND CONDITIONS.