Policies and Procedures

We understand that life can be unpredictable and aim to support families with a flexible, respectful approach to cancellations and rescheduling:

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• Reschedules: You may reschedule your child’s appointment with no fee if you contact us via email or text before travel has commenced. We’ll always check messages before leaving for a session. The rescheduled appointment must occur within 4 weeks. If not, we will offer an alternative service (e.g., resource creation or consultation). If this isn’t suitable, a cancellation fee may apply.

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• Cancellations: You can cancel your session with no fee if you give at least 24 hours written notice (via text or email). Cancellations made with less than 24 hours’ notice will incur the full session fee. Ongoing cancellations or reschedules can impact therapy progress. If this occurs frequently, we will discuss whether the current service arrangement is still the right fit for your family.

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• No Shows: If your child is not present and no prior notice is given, a full session fee (including travel time) will be charged. We will attempt contact and wait up to 15 minutes before leaving. Parents are responsible for informing us of any known schedule changes (e.g., excursions or special events). If we arrive and cannot complete the session, a no-show fee will apply.

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• Illness: We offer flexible rescheduling for illness, but please notify us as early as possible. If a child is unwell and no notice is given, the full fee will be charged.

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• Holidays: For holidays that affect three or more consecutive sessions, we may need to offer your regular time slot to another family. While we do our best to accommodate returning families, your original time/day may not be guaranteed.