THE THERAPY HUB – Attendance Policy

The Therapy Hub provides a range of services to assist our clients to live the life they want and deserve. The fee for services will depend on the service provided and will have been quoted to you on making your booking and highlighted in your welcome email.


48 business hours notice is required to reschedule or cancel your appointment. If less than 48 business hours notice is given, you will still need to pay for the appointment. Please note that these fees are not eligible for medicare or private health rebates, as no service is provided if you do not attend your appointment.


We do not have reception staff over the weekend, and as such the notice period applies to business hours. This means if you need to reschedule an appointment on Monday 9am, you would need to contact the clinic by 9am the Thursday prior. For a 9am Tuesday appointment, you would need to contact the clinic by 9am the Friday prior in order to give sufficient notice.


Why do we have an attendance policy?


When you make an appointment, that time is set aside for you. When you cancel or reschedule an appointment with little notice, this is a loss to:

-You, as your therapy progress is delayed;

-The client who has been waiting to see the clinician, sometimes urgently, and;

-The clinician who spent time preparing for your session.


When you make an appointment, you have committed to paying for the appointment regardless of whether you decide to attend. Think of making an appointment like booking a movie ticket; you pay for your seat and you can’t get a refund/your seat cannot be resold if you don’t go to the movie.


Managing your appointments


It is your responsibility to keep track of your appointments, and we recommend that you input your appointments into your calendar at the time they are made.


You should receive a reminder of your appointment via text/SMS two to three days prior to your appointment. Please note this is a courtesy service only and can be impacted by technological difficulties and staff absences. As such, it remains your responsibility to attend appointments and the absence of a text/SMS reminder will not lead to fees being waived if you do not attend your appointment or cancel with less than 48 hours notice. 


The purpose of the courtesy text/SMS is to remind you of your upcoming appointment, not as a reminder to reschedule your appointment.


What do I do if I need to reschedule my appointment?


If you are unable to attend, please call and let us know as soon as possible. This gives us the opportunity to offer the appointment to someone else as sessions are in high demand. 


If you don’t get through to reception directly, please leave a voicemail noting your/the client’s full name and the date and time of the appointment/s you need to reschedule. 


What if I can’t attend in person?


Switching to a telehealth (video or phone) appointment is usually an option, and you can call our admin team to discuss this. 



If you have any questions about our attendance policy, please contact our friendly admin team via phone or email, or speak to your therapist.