Booking & Cancellation Policy

Booking Policy

Making your first booking

  • Phone: A $20 deposit is required to confirm your first booking. This will go towards your session fee. The remaining amount will be collected after your session.
  • Online: Full fee payable upfront to confirm the booking.

Please note that booking fees are non-refundable. You can however use this credit for your next appointment if you reschedule with more than 24 hours’ notice.

Making subsequent bookings

  • Phone: A deposit is no longer required. Full payment will be processed after your session.
  • Online: All online bookings require full payment upfront to confirm the booking.

For assessments and reports

  • Phone only: Please call us at 1300 001 778 to book. As only certain psychologists provide this service, call us to check their upcoming availabilities and schedule an appointment.
  • Upfront payment for first session required to confirm this booking.

Claiming rebates

  • If you are eligible for a Medicare rebate, this will be provided after we receive your referral and Mental Health Care Plan.
  • Referral and Mental Health Care Plan Can be Submitted through our portal by clicking HERE or email to or ask your GP to fax it to 02 80681113.
  • If you are claiming through private health insurance, we will provide a tax receipt at the end of each session for you to submit your claim.

Cancellation Policy

We have a 24-hour cancellation policy for all appointments. We strictly adhere to this out of respect to our psychologists and clients. If you are unable to attend your appointment, providing advanced notice allows us to offer your time slot to another client on the psychologist’s waiting list. This enables us to deliver a fair and consistent quality of service to all our clients.

To cancel or reschedule your appointment:

  • Please call us on 1300 001 778 from 8:30am – 5:30pm between Monday and Saturday.
  • If we are unable to answer your call, please leave a voice message with your name, your psychologist’s name, and the date and time of your appointment.
  • Please do so at least 24 hours before your appointment, otherwise the full fee will be charged.
  • If your appointment is on a Monday, please call us and leave a voicemail by Saturday as we do not work on Sundays.

We do not accept cancellations by:

  • Text
  • Email
  • Website enquiry form
  • Contacting your psychologist directly

Frequently Asked Questions

For all counselling appointments, you may book online or call us at 1300 001 778. If this is your first appointment, you may want to use our psychologist matching tool to help you find which practitioner to book with. 

To book an assessment or report, please call us at 1300 001 778 as we will require further information to confirm your booking.

You can only reschedule or cancel your appointment over the phone. We do not accept cancellations via text or email as we may not receive these messages in time.

All booking fees are non-refundable. However, you can use this credit for your next appointment when you cancel with more than 24 hours’ notice.

That’s not a problem. Full upfront payment is only required for online bookings. If you’d prefer to pay after your session, please call us at 1300 001 778 to book.

Please note that if you are making your first booking with us, for an appointment within the next 24 hours, you will need to pay the full fee upfront, even if you book over the phone. You can avoid this by booking more than 24 hours in advance.

Make an appointment with your GP to get a Mental Health Care Plan (MHCP). We will be able to process your rebate if you

1. Submit your referral through the portal by clicking HERE,

2. Email this to or

3. Ask your GP to fax it to 02 80681113.

Please do not bring your MHCP to your session with the psychologist as our admin team is offsite and this may significantly delay your Medicare rebate.

This will enable you to claim a Medicare rebate of $93.35 per session for a Registered Psychologist, or $137.05 per session for a Clinical Psychologist.

Your rebate will be provided immediately after each session. You can currently receive Medicare rebates for a maximum of 10 sessions per calendar year.

This will depend on the specific type of policy you hold. Please check your cover for psychology services.

If you intend to claim through private health insurance, we will provide a tax receipt at the end of your session for you to submit for your claim.

If you think you won’t be able to attend your session, that’s not a problem. Just call us to reschedule or cancel, at least 24 hours before your appointment. No questions asked!

We also understand that things may come up at the last minute preventing you from attending your appointment. However, as a professional practice, we need to adhere to our cancellation policy in order to uphold a reliable service for our psychologists and our clients.

Each clinician has a limited amount of working hours and you’ve been allocated a specific time slot in their schedule. If you won’t be attending, we require sufficient notice to be able to offer that appointment to someone else who needs it. Our cancellation policy enables us to deliver a consistent quality of service to all our clients.

We believe in being transparent and upfront about the way we work – no hidden fees, no nasty surprises. That’s why these policies are stipulated on our intake forms as a condition of our service delivery. 

No one wants to get sick and these things can be completely unpredictable. If you’ve fallen sick within 24 hours of your appointment, you can have a phone or online session instead. Telehealth has been proven to be as effective as face-to-face counselling. This is a great solution to continue with your session without incurring the last-minute cancellation fee.

Getting Started

If you are booking Online Counselling, you can select any location, just make sure the fee/service you select is ‘online (phone/video) consultation’. We will contact you prior to your session to set up your preferred method.