We value the time of all our clients and clinicians. To ensure fairness and provide timely access to our services, we have a clear cancellation and no-show policy in place.

 

Cancellations

If you need to cancel or reschedule your appointment, please notify us at least 24 hours in advance.
This allows us to offer the appointment to another client who may be waiting.

• Cancellations made with less than 24 hours' notice will be charged 100% of the session fee.

• This includes instances where cancellation is due to illness, childcare issues, or other personal matters.

• Where possible, we will try to reschedule within the same week to avoid a fee — however, this is subject to availability.

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Rescheduling or Confirming Appointments

You will receive an automated SMS reminder 48 hours before your appointment.

Important:

• You need to reply to the reminder SMS to confirm or cancel appointment.

• To cancel or reschedule, please contact us by SMD, phone or email.

• Your appointment is considered confirmed if we don't hear otherwise from you.

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Missed Appointments (No-Shows)

We understand that unexpected things can happen. However, if you do not attend your scheduled appointment and do not provide notice, it will be recorded as a "no-show."

• After two consecutive no-shows, we may request a non-refundable deposit to secure future bookings.

• Ongoing no-shows or cancellations may result in discontinuation of services until regular attendance can be re-established.

 

Why This Policy Exists

Last-minute cancellations and no-shows impact other families who may be waiting for support. This policy helps us:

• Respect the time of all clients

• Maintain an efficient and fair schedule

• Keep our services accessible to those in need

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If you have questions about this policy or need to discuss your situation, please don’t hesitate to contact us. We're here to help and support you in any way we can.