Cancellation & Non-Attendance.
As a courtesy, you may receive both an email confirmation at the time of booking and an SMS reminder 48 hours prior to the appointment. However, we encourage clients to be proactive with their diaries and be aware of any upcoming appointments outside of receiving FLOW's reminders in case of reminder software failure.
If you need to cancel or change an appointment, we require at least 24 hours notice. As our services are in very high demand, this ensures that the clinician can manage their diary effectively and that the appointment can be offered to other clients waiting for our services.
A cancellation fee of 50% of the full private fee for the consulting clinician (this varies based on the clinician, this information can be provided by FLOW Admin upon request), 50% of the full session fee for group sessions and full fee for NDIS clients, will apply when a scheduled appointment is not attended (without notice), or when less than 24 hours notice is given for the cancellation of an appointment. Notice must be given within business hours preferably via phone call or voicemail. FLOW reception is available during business days Mon – Fri, 9am - 3pm, excluding public holidays. Please note that cancellations or rescheduling of Monday appointments must be made within business hours on Friday to avoid the cancellation fee. This fee will be charged to your credit card on the day of the non-attended appointment or at the time of cancellation if less than 24 hours notice is provided.
Subsequent appointments will not be scheduled until the cancellation fee and any outstanding charges are paid in full.
Any appointments that have been booked in advance may be cancelled until the account is settled or a payment plan has been negotiated.
Subsequent appointments may not be booked if three consecutive appointments have already been missed.
PLEASE DO NOT ATTEND YOUR FLOW APPOINTMENT IF YOU OR YOUR CHILD ARE UNWELL
If you and/or your child presents with ONE OR MORE of the following symptoms:
Please DO NOT attend the appointment in person but instead contact FLOW on 7200 4181 to arrange a Telehealth session (a minimum of 2 hours notice where possible is required for appointment conversions to Telehealth) or to cancel the appointment (please note that cancellation fees may still apply for short notice cancellations)
If you attend in person and the clinician feels that you and/or your child are unwell, the session can be cancelled at any time by the clinician.
Please note that fees may be applicable if the appointment needs to be cancelled due to you and/or your child arriving or attending the session with any of the above symptoms.
Thank you for your ongoing support as we work together to stay well!