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Cancellations, Late Arrivals
and Non-attendance Policy

Introduction

At Serenity Counselling and Consulting Services, we are deeply committed to providing you with exceptional care and a positive therapeutic experience. We understand that life can be unpredictable, which is why we have established a policy to ensure the smooth functioning of our services for all clients. By choosing us as your therapy provider, you're kindly agreeing to this policy.

 

We appreciate it if you could provide ample notice for any appointment changes or cancellations. If circumstances arise where sufficient notice isn't given, we will need to charge the scheduled fee. This payment must be settled in full before scheduling or attending future appointments.

 

We empathize that sometimes things don't go as planned, but when an appointment is cancelled without adequate notice, it prevents another client - possibly someone who has been patiently waiting on our list - from receiving the help they need at that time.

 

Our cancellation policy respects everyone's time commitment and outlines how cancellations can be requested along with applicable fees. We apply this policy transparently so that everyone has equal access to available appointments. Our ultimate goal is always your well-being and growth through our services.

 

Cancellation Process

We recognize that life can sometimes throw unexpected events your way, necessitating the cancellation or rescheduling of your appointment. Given our limited availability, we kindly ask for your understanding and cooperation in providing us with a minimum of two clear business days' notice if you need to cancel. This grace period allows us the opportunity to offer your slot to another individual who may be in need of our services. You can easily cancel by reaching out to us through:

 

Late Arrivals

I understand that life can sometimes be unpredictable and cause delays. If you find yourself running late (up to 30 minutes), please know that we can only extend your session to cover the remaining time of your scheduled appointment. If the delay exceeds 30 minutes, it may be necessary for us to reschedule or even cancel the appointment, which could result in a cancellation fee. Please note that any mention of 'cancellation' in this context also refers to potential rescheduling of appointments. It's important for us to maintain a smooth flow in our schedule so we can provide everyone with the care they deserve.

 

Non-attendance

When a client is unable to attend their scheduled appointment without providing any prior notice, we consider this as a 'no-show' or non-attendance. In such instances, please understand that the full fee for the scheduled session will still be applicable. This policy helps us maintain a respectful and efficient therapeutic environment for all our clients.

 

Multiple cancellations, reschedules, late arrival or non-attendance

We understand that life can sometimes be unpredictable and changes to your schedule may be necessary. However, if there are frequent cancellations, rescheduling, tardiness or missed appointments without prior notice, additional steps might be taken such as asking for prepayment for future sessions or placing restrictions on future bookings. This policy helps us ensure that our appointment slots are fairly available to all clients who seek our support and understanding.

 

Cancellation Fee

I understand that life can sometimes throw us unexpected curveballs, leading to the need for cancelling appointments. However, please be aware that a cancellation fee as follows will apply. 

 

For cancellation or rescheduling within 1 clear business day of scheduled appointment, will incur 100% of the scheduled session fee. 

 

For cancellation or rescheduling within 2 clear business day of scheduled appointment, will incur 50% of the scheduled session fee. 

 

This fee can be settled via bank transfer or credit card. If you've made a deposit for your appointment, we may deduct the cancellation fee from it. 

 

In instances where your therapy sessions are financed through third-party funders, it's important to note that a late cancellation or missed appointment could potentially result in one fewer session available to you. If the third - party funder does not pay for late cancellation or missed appointment, please remember that this responsibility falls solely on you as our valued client, and we kindly ask for this payment to be completed within 7 days following invoicing.

 

We appreciate your understanding in this matter and are here to support you through any questions or concerns you might have about this process.

 

Cancellation Reminders

Our cancellation policy and process is something we ensure you're well-informed about at every step of your journey with us. From the moment you join our service, through email and text reminders before your appointments, to any other documents like Service Agreements or email exchanges with your therapist - we consistently remind you of this. We believe in clear communication to make sure you feel secure and informed at all times.

 

Questions

If you find yourself with any queries or need additional information about our cancellation policy, please feel free to reach out to the Director of SCACS at smitha@serenitycacs.org or call us at 0479 123 574. We deeply appreciate your understanding and cooperation regarding this policy. It's through your support that we can continue providing high-quality services to all our clients in an efficient and equitable manner. Please note, our cancellation policy may undergo changes from time to time. Rest assured, any alterations will be communicated promptly and discussed during your session for clarity and transparency.

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