Can my late cancellation or no-show fee be waived?
If something serious stopped you attending, ask us in writing. Your psychologist reviews each request.
We understand things sometimes go wrong. If you were charged the $100 late cancellation or no-show fee because of something outside your control, you can ask us to waive it.
Examples include:
- a medical emergency or hospital stay
- a family emergency
- a technical problem on our side, such as a video link that didn't work
- your psychologist didn't join or cancelled
How to ask
Email [email protected] as soon as you can. Include:
- the date and time of the appointment
- what happened
- any supporting information, such as a hospital discharge letter
Your psychologist reviews each request. We'll let you know their decision by email. If the fee is waived, we refund it to your card. Card refunds usually take 5 to 10 business days to appear.
You won't be charged a fee if your psychologist cancelled or didn't join. See my psychologist cancelled or didn't join my appointment.