Cancellation Policy for Andrea Fortune

At the time of booking, clients are informed of this policy and acknowledge the need to pay a late cancellation or reschedule fee when completing their initial consultation information sheet. Clients will receive a text message reminder 48 hours prior to their appointment.


The aims of this policy are to:

  • Minimise disruptions to Andrea Fortune’s schedule and avoid loss of time spent preparing for appointments.
  • Ensure other clients do not miss out on the opportunity to access therapy.
  • Reduce income loss resulting from late cancellations, rescheduled, and missed appointments.

Policy Rationale

While there may be valid reasons for cancelling or rescheduling appointments, it is often impractical to fill a 60-minute counselling or coaching appointment at short notice. Multiple late cancellations or missed appointments in one day significantly impact the practice’s income.

If you consider the situation as analogous to a salaried employee receiving only half their pay for a day, it is easier to understand the necessity of charging a cancellation fee for late cancellations, rescheduled appointments, and missed sessions. Please note that Medicare or health insurance rebates are not applicable to cancellation fees. Workcover/Motor Vehicle Accident claimants may also be charged a cancellation or non-arrival fee if their insurer does not cover cancelled appointments.

Notice Period

If you need to cancel or reschedule your appointment, please provide a minimum of 24 business hours’ notice. For example, if your appointment is at 9.00 am, you must contact us by 9.00 am the previous business day.

  • Cancellation Fees: 100% of the regular session fee will be charged for appointments cancelled within 48 business hours or for no-show appointments.
  • New Clients: A 100% deposit (NON-REFUNDABLE) is required to secure your booking.
  • NDIS Clients: Late cancellation fees are charged at 100% as per NDIS guidelines.

Texting is the most effective way to ensure appropriate notice is received. You may leave a message outside of business hours if it is before the cancellation deadline.

While our diary system sends SMS reminders, it is ultimately your responsibility to remember your appointments.

Payment of Cancellation Fees

Cancellation fees are payable over the phone at the time of cancellation or will be directly charged to the encrypted credit card account details stored on file. Outstanding accounts (maximum terms = 7 days) will be referred for debt collection and will incur an 18% + GST debt collection fee.

Note: No future appointments can be booked if you have an outstanding account.

Understanding and Agreement

This policy is similar to cancellation policies in other industries, such as the airline industry, where you pay for your seat regardless of attendance. The time has been set aside specifically for you, and it is unlikely to be filled on short notice if not used.

A late cancellation, rescheduled appointment, or failure to attend is a loss to three parties:

  • The client, who delays their therapy progress
  • Another client, who may have been waiting to see Andrea Fortune urgently.
  • Andrea Fortune, who has prepared for the session, set aside the time, and lost income.

Rescheduling by Andrea Fortune

Andrea Fortune reserves the right to reschedule appointments at any time without compensation if necessary due to staff illness or other unforeseen circumstances.

Office of Fair Trading Compliance

The Office of Fair Trading states that a business is within its rights to charge a cancellation or “no-show” fee for appointments, provided this policy has been communicated to clients before making the appointment.

Thank you for your understanding and cooperation in ensuring that appointments are attended as scheduled.