Cancellations, Late Arrivals
and Non-attendance Policy

Introduction

At Serenity Counselling and Consulting Services, I am deeply committed to providing you with exceptional care and a positive therapeutic experience. I understand that life can be unpredictable, which is why I have established a policy to ensure the smooth functioning of therapy services for all participants. By choosing me as your therapist, you agree to this policy.

I would appreciate it if you could provide ample notice for any appointment changes or cancellations. If circumstances arise where sufficient notice isn't given, I will need to charge the scheduled fee. This payment must be settled in full before scheduling or attending future appointments.

I understand that sometimes things don't go as planned. Still, when an appointment is cancelled without adequate notice, it prevents another participant - possibly someone who has been patiently waiting on the waiting list - from receiving the help they need at that time. And I miss out on my business income.

My cancellation policy respects everyone's time commitment and outlines the process for requesting cancellations, along with the applicable fees. I apply this policy transparently, ensuring everyone has equal access to available appointments. My ultimate goal is always your well-being and growth through our services.

Please note that any mention of 'cancellation' in this context also refers to potential rescheduling of appointments.

Cancellation Process

I recognize that life can sometimes throw unexpected events your way, necessitating the cancellation or rescheduling of your appointment. Given my limited availability, I kindly ask for your understanding and cooperation in providing us with a minimum of two clear business days' notice if you need to cancel. This grace period allows me the opportunity to offer your slot to another individual who may be in need of the services. You can easily cancel by reaching out to me through:

phone or text 0479 123 574 (if phone is not answered, please leave a voice message and it will considered as your notice of cancellation); or
email [email protected]

Late Arrivals

I understand that life can sometimes be unpredictable and cause delays. If you find yourself running late (up to 30 minutes), please know that I can only extend your session to cover the remaining time of your scheduled appointment. If the delay exceeds 30 minutes, it may be necessary for us to reschedule or even cancel the appointment, which could result in a cancellation fee.

If the scheduled session is online, I will be online for 15 minutes and will be considered as a non-attendance if no contact has been made by you within first 15 minutes of the scheduled session.

It's important for me to maintain a smooth flow in my schedule so I can provide everyone with the care they deserve.

Non-attendance

When someone does not attend their scheduled appointment without providing any prior notice, I consider this as a 'no-show' or non-attendance. In such instances, please understand that the full fee for the scheduled session will still be applicable. This policy helps us maintain a respectful and efficient therapeutic environment for all my clients.

Multiple cancellations, reschedules, late arrival or non-attendance

I understand that life can sometimes be unpredictable and changes to your schedule may be necessary. However, if there are frequent cancellations, rescheduling, tardiness or missed appointments without prior notice, additional steps might be taken such as asking for prepayment for future sessions or limitations on future bookings. This policy helps me ensure that the appointment slots are fairly available to all participants who seek the therapy services with me.

Cancellation Fee

I understand that life can sometimes throw us unexpected curveballs, leading to the need for cancelling appointments. However, please be aware that a cancellation fee as follows will apply.

For cancellation or rescheduling within 2 clear business day of scheduled appointment, will incur 100% of the scheduled session fee.

This fee can be settled via bank transfer or credit card. If you've made a deposit for your appointment or a credit card stored in the file, I may deduct the cancellation fee from it.

In instances where your therapy sessions are financed through third-party funders, it's important to note that a late cancellation or missed appointment could potentially result in one fewer session available to you. If the third - party funder does not pay for late cancellation or missed appointment, please remember that this responsibility falls solely on you, and I kindly ask for this payment to be completed within 7 days following invoicing.

I appreciate your understanding in this matter and am here to support you through any questions or concerns you might have about this process.

Cancellation Reminders

Our cancellation policy and process is something we ensure you're well-informed about at every step of your journey with us. From the moment you join our service, through email and text reminders before your appointments, to any other documents like Service Agreements or email exchanges with your therapist - we consistently remind you of this. We believe in clear communication to make sure you feel secure and informed at all times.

Questions

If you find yourself with any queries or need additional information about this cancellation policy, please feel free to reach out to me, as the owner of Serenity Counselling and Consulting Services at smitha@serenitytherapy.com.au or call at 0479 123 574. I deeply appreciate your understanding and cooperation regarding this policy.

It's through your support that I can continue providing high-quality services to all my participants in an efficient and equitable manner. Please note, my cancellation policy may undergo changes from time to time. Rest assured, any alterations will be communicated promptly and discussed during your session for clarity and transparency.

Crisis & 24/7 Mental Health Support

If you are in crisis or at risk, please contact (Australia):

Emergency: 000
Lifeline: 13 11 14
Suicide Call Back Service: 1300 659 467
Your local Mental Health Triage
If you are in the Goulburn Valley region, support is also available via Mental Health Triage:1300 369 005

(All above numbers are 24/7)

If you are seeking support but not in crisis (Australia):

Beyond Blue: 1300 224 636 (24/7 support)
Griefline: 1300 845 745 (8am–8pm, 7 days/week)
Parent Line (Victoria) :13 22 89 (8am–midnight, 7 days/week)
Kids Helpline: 1800 55 1800 (24/7 support for ages 5–25)
Safe Steps (Family Violence): 1800 015 188 (24/7 family violence response)
1800 RESPECT (Sexual Assault/DV) : 1800 737 732 (24/7 national sexual assault/domestic violence)

I, as a South Indian woman, owner and practitioner of Serenity Counselling and Consulting Services acknowledges the Yorta Yorta people as the Traditional Custodians of the unceded land, waters and community where I live and work. I acknowledge the tribes of Aboriginal people who lost their connection to the land, waters and community during colonisation.

I extend my respect to the Ancestral wisdom, as well as Elders past, present and emerging. I also pay my respect to Aboriginal and Torres Strait Islander people visiting this website and accessing service via Serenity Counselling and Consulting Services.

I strive to provide a space that is inclusive of your disability, neurodivergence, diverse bodies, participants from LGBTIQASBP+ communities , race, skin colour, and ethnicity where your lived experience is valued, your voice is heard and respected. I am committed to offer a space where your strengths and expertise is celebrated. I am committed to continue my process of unlearning of internalised -isms and learning from lived experience voices.

I am dedicated to offer a space that is evolving with listening and reflecting of experiences of participants that I have a the honour of working with, colleagues that generously shares their wisdom as well as the teachers I have the privilege of learning from.