Cancellation Policy

At Carlene Amey – Flourish Psychology, we value your time and are committed to providing consistent, high-quality psychological care. This policy is designed to support your therapeutic progress, ensure fair access to appointments for all clients, and allow us to sustainably offer care to our community.

We appreciate your understanding and cooperation with the following guidelines.

Notice Requirements

We require at least 24 hours’ notice to cancel or reschedule an appointment.

  • 24 hours or more notice
    No cancellation fee applies. Appointments are time set aside specifically for you, and when sessions are cancelled close to the appointment time, it is often not possible to offer that time to another client who may be waiting. For this reason, we appreciate notice being provided as early as possible.

  • Less than 24 hours’ notice or non-attendance
    The full consultation fee applies.

For the purpose of this policy, business days are Monday to Friday, excluding public holidays.

Please note that notice provided after 5:00 pm on the business day prior to your appointment may be considered late notice, as there is limited opportunity to offer the appointment to another client.

Why This Policy Exists

When you book an appointment, your psychologist reserves that time specifically for you. This includes preparation, review of clinical notes, and planning for your individual needs.

Psychology appointments are longer and more specialised than many other health services, and cancelled sessions are often unable to be reallocated at short notice.

This policy helps to:

  • support consistency and continuity in therapy;

  • provide fair access to appointments for clients on our waitlist; and

  • ensure the ongoing sustainability of the practice so we can continue offering quality care to the community.

Flexibility and Compassion

We understand that unexpected situations and genuine emergencies can arise. This policy is applied with care, understanding, and clinical judgement.

Cancellation fees may be waived or adjusted in circumstances such as:

  • sudden illness (we encourage you not to attend if unwell and may offer telehealth where clinically appropriate and consistent with public health guidance);

  • family emergencies; or

  • other unforeseen circumstances outside your control.

If something unexpected occurs, please contact us as soon as possible so we can discuss your situation together.

Payment of Cancellation Fees

  • Cancellation fees are not claimable through Medicare or private health insurance.

  • Fees are payable before or at your next appointment, unless otherwise agreed.

If you have concerns about a cancellation fee, we encourage you to discuss this with us.

Appointment Reminders

As a courtesy, we send appointment reminders approximately 48 hours before your session. While reminders are intended to be helpful, the receipt or non-receipt of a reminder does not alter this policy.

We encourage clients to keep their own records of appointment dates and times.

How to Cancel or Reschedule

If you need to cancel or reschedule, please let us know as early as possible by contacting us via:

If calling outside business hours, please leave a voicemail with your name, appointment date, and appointment time.

Questions or Feedback

We are always happy to discuss this policy with you. Your engagement with your appointments supports both your therapeutic progress and our ability to care for others in the community.

If you have questions, concerns, or feedback, please raise them with your psychologist or our reception team.