Cancellation Policy of The Bright Minds Hub
Agreement to Policy: Please be aware that by booking an appointment with The Bright Minds Hub, you are agreeing to adhere to our cancellation policy.
Purpose of Policy: At The Bright Minds Hub, we pride ourselves on ethical practices, prioritising both client and practitioner wellbeing. This is why we have a firm cancellation policy in place. Our cancellation fees are instituted to maintain a responsible and efficient scheduling system that respects the time of our clients, therapists, and those on our waiting lists.
When appointments are cancelled without sufficient notice, it’s highly unlikely we can offer this time to someone else, despite the high demand for our services. Providing at least 48 hours’ notice of cancellation increases our ability to fill the vacated slot and support another client in need. We also offer to move the session to telehealth at the same scheduled time or to provide an indirect service in lieu of the appointment eg. write a letter, complete a report, create a resource, so that the client is getting some support despite not being able to attend.
Notice Periods and Fees:
- A minimum of 48 hours notice prior to the appointment is required to cancel an appointment without incurring a fee.
- Cancellations with less than 48 hours’ notice will result in a 100% fee charge.
- Please note, our practice may waive these fees in the event of illness or family emergency, which may require discussion with our practice manager.
Definition of a Business Day: A business day refers to any weekday, excluding public holidays and office closures, from 9:00 AM to 5:00 PM.
Exceptions to the Policy: If a practitioner must cancel with short notice, we apply the same standards to ourselves. In such a case, you will be exempt from a cancellation fee for one future late cancellation.
Clarification on Illness or Family Emergency:
- We recognise that unforeseen circumstances such as illnesses or family emergencies can occur. These will not incur a cancellation fee, but a medical certificate from a GP or medical practitioner (not a pharmacist) is required. This must be sent to clinicdirector@thebrightmindshub.com within two days of the cancelled appointment or the full fee will be payable without exception.
- Examples of family emergencies include severe illness, injury, death, car accidents, or criminal incidents.
- Please note, work or school meetings, sports events, family activities, holidays, or the end of funding/a referral/Mental Health Care Plan do not qualify as emergencies under this policy.
Payment of Fees:
- Cancellation fees are charged directly to your securely stored card, or invoiced to you/plan manager if you are an NDIS participant.
Non-payment Consequences: Failure to pay cancellation fees may result in a cessation of services, and further action may be taken to recover unpaid fees.
Notification Process:
- To cancel or reschedule, please call 0423 704 054 from 9:00 AM to 5:00 PM, or email info@brightmindshub.com.au. If leaving a voicemail, please clearly state the appointment details for rescheduling. You can also cancel on the booking portal.
Policy on No-Shows: Failure to attend a scheduled appointment without notification will result in a fee equivalent to that of a cancellation unless justified by an emergency.
We Believe Our Policy is Fair and Considerate:
Australian Consumer Law requires a cancellation fee must be reasonable and proportionate to the actual costs incurred by the business due to the cancellation. In Victoria, the Australian Consumer Law is incorporated into the Victorian Consumer Law (VCL). The VCL reinforces consumer rights and protections consistent with ACL. We advise you to review these if you have any concerns.
A cancellation is a short notice cancellation if the participant:
- Does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or
- Has given less than 48 hours cancellation notice for a support
To minimise the incidence of cancellable appointments, we provide appointment reminders via text two days and one week in advance, and it is your responsibility to keep track of your scheduled appointments.
Please be aware that while we send email reminders, they should not be solely relied upon.
Communication of this policy is available through various channels, including our website, verbal clarification by our clinicians, in our Service Agreements, and in email communications.
We encourage all clients to familiarise themselves with this policy before attending a session at The Bright Minds Hub.