Cancellation Policy
Our attendance and cancellation policy ensures fair access to care for all clients while supporting the sustainability of our practice.
At Change Your Mind Psychology (CYMP), we are committed to providing consistent, high-quality therapeutic support. Regular attendance is not only vital for your progress but also ensures that our psychologists can manage their time effectively to support all clients waiting for care.
We understand that life happens—illness, emergencies, and genuine mistakes occur. However, missed appointments and late cancellations prevent other clients from accessing urgent treatment and leave clinicians with unfillable gaps in their schedules.
To balance compassion with the sustainability of our practice, we have implemented the following attendance policy.
The 24-Hour Notice Period
We require a minimum of 24 hours' notice if you need to cancel or reschedule your appointment.
24+ Hours Notice
No fee
Less Than 24 Hours
Full session fee applies*
No-Show
Full session fee applies
*Unless the appointment can be filled from our waitlist.
Mandatory Appointment Confirmation
To secure your booking, you must confirm your attendance.
- We will send a reminder via SMS and/or email 48–72 hours prior to your session.
- Action Required: You must reply "Yes" (or click the confirmation link) to hold your appointment.
The "Use It or Lose It" Rule
If we do not receive a confirmation from you by 24 hours prior to the scheduled time, we will assume you are unable to attend. Your appointment may be cancelled and released to a client on our waitlist.
Illness & Compassionate Waiver
We do not want you to attend if you are unwell.
- If you wake up sick on the day of your appointment, or if you have a genuine emergency, please contact us immediately (via phone or email).
- If you communicate with us prior to the session time regarding illness/emergency, we will waive the cancellation fee.
Please Note: If you do not contact us and simply do not show up, the fee will stand. Communication is key.
Third-Party Funding (WorkCover, TAC, DVA, etc.)
Third-party funders (such as WorkCover, TAC, DVA, and NDIS) do not pay for missed appointments or late cancellations.
- If you are a client under these funding streams and you miss an appointment or cancel late without a valid emergency reason, you are personally liable for the cancellation fee.
- This fee must be paid privately before future sessions can be booked.
For more information about third-party claims, see our WorkCover, DVA & TAC page.
Payment of Outstanding Fees
- If a cancellation fee is incurred, it will be invoiced immediately.
- All outstanding fees must be settled before any future appointments can be attended or booked.
- We are unable to hold recurring time slots for accounts with outstanding balances.
Consistent Cancellations
Therapy is most effective when it is consistent.
- If you cancel two or more consecutive sessions, or if attendance becomes irregular, your psychologist will discuss this with you.
- We reserve the right to cancel future recurring bookings to offer the time slot to a client who can attend consistently. We will then move you to a casual booking list to better suit your schedule.
Frequently Asked Questions
Need to Cancel or Reschedule?
Please contact us as soon as possible to avoid any cancellation fees. We're here to help.