MLA Psychology Terms of Service and Cancellation Policy
Cancellation/No-Show/DNA Policy
At MLA Psychology, we understand that cancellations and no-shows can sometimes be unavoidable. However, to maintain the efficiency of our practice and to respect the time of our therapists, we have implemented the following policy:
Our cancellation policy is clearly communicated through various channels, including booking confirmations, appointment reminders, SMS notifications, online bookings, and on our website. We kindly ask clients to treat our team with courtesy and respect. Any verbal abuse or threats in response to this policy may result in service termination or reporting of the behaviour.
Purpose of the Cancellation Policy
- Minimise Disruptions: To ensure therapists’ schedules are not unnecessarily disrupted.
- Enable Access: To allow other clients the opportunity to book available therapy sessions.
- Prevent Income Loss: Therapists, as independent contractors, are not compensated for missed appointments without a cancellation fee.
- Cover Costs: To offset non-recoverable business expenses such as administrative time and appointment reminders.
- Encourage Accountability: To discourage frequent cancellations, no-shows, and missed appointments, which can have a significant financial and operational impact.
- Recognise Time Value: Unlike product-based businesses, therapy appointments are based on time, which cannot be recovered once lost.
Please note: If we are able to fill your cancelled appointment with another client, no charge will be applied to you or your NDIS plan.
Cancellation Policy
For Non-NDIS Clients:
- Short-Notice Cancellations and No-Shows: Defined as cancellations with less than one business day’s notice before the scheduled appointment time.
- Fee: $95. This fee is not reimbursable through Medicare, WorkCover, third-party funders, or private health funds.
- Non-Payment Consequences: Unpaid cancellation fees may be referred to a debt collection service.
For NDIS Participants:
- Short-Notice Cancellations and No-Shows: Defined as cancellations with less than one business day’s notice before the scheduled appointment time.
- Fee: 100% of the consultation fee.
- Payment Source: Charges will be debited from the NDIS Plan (or credit/debit card on file for self-managed participants or those with no NDIS funds).
- Policy Alignment: Cancellation terms follow the most recent NDIA Price Guides and are subject to changes as per NDIA regulations.
Alternative Options:
If you are unable to attend in person, you may switch to an online or phone consultation to avoid cancellation fees.
Definition of Business Days:
Business days are Monday to Friday, from 9:00 AM to 5:00 PM.
How to Cancel:
To cancel your appointment, please use one of the following methods:
- Call 07 5606 1784 (you may leave a voicemail).
- Reply “No” to your SMS appointment reminder.
- Email admin@mlapsychology.com
