What is your Cancellation Policy?
At Healthy Mind Centre Launceston (HMC), we value your time and the time of our clinicians. We understand that unexpected things can happen. However, short-notice cancellations and missed appointments make it difficult for us to offer consistent care and limit our ability to offer appointments to other clients who are waiting.
While we do our best to send appointment reminders via SMS and email as a courtesy, please remember that you are responsible for keeping track of your scheduled appointments.
Late arrivals
If you have not arrived within 10 minutes of your scheduled start time, your appointment may need to be shortened or cancelled. If the appointment is shortened but you still attend, the full appointment fee applies, and your rebate (if you are eligible for one) may be lower due to the shorter session.
Short-notice cancellations and missed appointments
Where possible, if you cancel or reschedule with less than 48 hours’ notice, we will try to offer the appointment to another client. If we cannot fill the appointment, the following fees apply:
For private clients (including clients with Medicare referrals):
0-24 hours’ notice or no-show – full fee applies
24-48 hours’ notice – 50% of full fee applies
48+ hours’ notice – no fee
NDIS Participants (self-managed, plan-managed and agency-managed):
0-2 business days’ notice or no-show – full fee applies
2+ business days’ notice – no fee
Please note: Medicare and private health rebates do not apply to cancellation fees. If you have a cancellation fee, you will be required to pay the full fee out of pocket.
Appointments involving travel
If your appointment includes scheduled travel (for example, a school- or community-based appointment), the travel time is also reserved for you. If the appointment is cancelled within the timeframes above, the travel component will form part of the cancellation fee.
If a third party pays for your service
If your session is paid for by another organisation (for example, the NDIA, a school, workplace, insurer, or other funding body), we can send the invoice directly to them when this applies. However, funders often only cover certain parts of a service. If your funder does not pay cancellation fees, you are responsible for paying the outstanding amount.
Many funders do not cover cancellation fees. Please confirm this with your funder before commencing services.
If you are unwell
If you or your child are unwell, please do not attend the practice in person. If you are well enough to take part in your session, you may have the option to attend via telehealth. Your clinician will advise whether telehealth is clinically appropriate for the type of service booked.
If telehealth is not appropriate for the session, or if you are too unwell to engage meaningfully, the appointment may need to be cancelled and the Cancellation Policy will apply.
Repeated cancellations
To ensure we can offer consistent care, if you cancel or do not attend three appointments in a row, you may be discharged back to your GP unless you and your clinician have agreed on another plan.
How to cancel or reschedule
To cancel or change your appointment at any time, please:
click the link in your booking confirmation email,
phone (03) 6388 9229 (leave a voicemail if we can’t answer or if you call after hours),
email admin@healthymindcentre.com.au,
reply “No” to your reminder SMS
Please give as much notice as possible so we can offer the appointment to another client and help you rebook.