Cancellation & Appointment Policy

Last updated: 17 August 2026

I understand that circumstances change and sometimes appointments need to be moved or cancelled. This policy provides clarity around appointments, cancellations and payments while recognising that unexpected circumstances can arise.

Appointments
Individual counselling sessions are generally 60 minutes unless otherwise arranged.

Please arrive, or join your online session, at the scheduled time.

For online sessions, I recommend allowing a few minutes beforehand to settle into a private and comfortable space and check your internet connection.

Cancellations and Rescheduling
If you need to cancel or reschedule your appointment, please provide at least 24 hours' notice.

Appointments cancelled or rescheduled with more than 24 hours' notice can be moved to another available time without a cancellation fee.

Appointments cancelled or rescheduled with less than 24 hours' notice may be charged the full session fee.

Missed Appointments
If you do not attend your appointment and have not contacted me beforehand, the full session fee may apply.

For sessions purchased as part of a counselling package, a missed appointment or late cancellation may be counted as one of the sessions in your package.

Illness, Emergencies and Unexpected Circumstances
I recognise that illness, bereavement, emergencies and genuinely unexpected circumstances happen.

If something occurs that prevents you from attending your appointment, please contact me as soon as reasonably possible.

Extenuating circumstances will be considered individually.

Late Arrivals
If you arrive late, we can still use the remaining time available for your appointment. However, the session will normally finish at the originally scheduled time so that subsequent appointments are not affected.

The full session fee will still apply.

If I am responsible for a delayed start, you will receive your full allocated session time wherever possible, or another appropriate arrangement will be made.

Online Sessions and Technology
If technical difficulties prevent an online session from proceeding, we will first attempt to reconnect.

If the problem cannot be resolved, we may continue by another agreed method where appropriate or arrange another appointment.

If the technical issue is on my side and substantially affects the session, you will not be charged for counselling time I am unable to provide.

Payment
Payment is required in accordance with the payment arrangements provided when you book your appointment or purchase a counselling package.

Where a payment plan has been agreed for a counselling package, payments are to be made according to the arrangement made at the time of purchase.

Six-Session Counselling Package
The six-session counselling package is intended to provide continuity while allowing flexibility in how we schedule our work together.

All six sessions are to be used within three months of the date of the first session.

Sessions can be arranged together or booked progressively during the three-month period, depending on your needs and availability.

I understand that illness, bereavement or other unexpected circumstances may affect your ability to complete your sessions within this timeframe.

Extensions may be considered in extenuating circumstances. Please contact me so we can discuss what is appropriate for your situation.

Unused sessions after the three-month period will normally expire unless an extension has been agreed.

The same cancellation and rescheduling terms outlined in this policy apply to individual sessions within a counselling package.

Ending a Counselling Package Early
Purchasing a counselling package does not require you to continue counselling if you no longer wish to do so.

You may end counselling at any time.

If you have paid for a package in advance and decide not to continue, sessions already attended will be charged at the standard individual session fee that applied when the package was purchased.

Any remaining prepaid balance will then be refunded.

Sessions forfeited because of a late cancellation or missed appointment are considered used sessions and are not refundable.

If I recommend ending counselling because another practitioner or service would be more appropriate for your needs, unused prepaid sessions will be refunded, subject to sessions already provided.

Exceptional circumstances affecting a refund will be considered individually.

Nothing in this policy is intended to exclude or limit any rights you may have under the Australian Consumer Law.

If I Need to Cancel or Reschedule
Occasionally, I may need to cancel or reschedule an appointment because of illness or unforeseen circumstances.

If this happens, I will provide as much notice as reasonably possible and offer an alternative appointment.

You will not be charged for a session that I cancel.

Ending Counselling
You are free to end counselling at any time, whether you are attending individual sessions or have purchased a counselling package.

Where appropriate, you may choose to have a final session to reflect on our work together and discuss any ongoing support you may need.

Changes to This Policy
This policy may be reviewed and updated periodically to reflect changes to my services or practice.

The current version will be available on my website.

Contact

If you have questions about appointments, cancellations, your counselling package or this policy, please contact Chantal Vanderhaeghen at chantal@griefcounsellor.com.au.