When you make an appointment with Blue Door Psychology, your clinician allocates this time specifically for you. Depending on the type of appointment, this may include preparation and set-up (including selecting and preparing assessment materials), adjusting the room or tools to suit your needs, reserving time that could otherwise be offered to another client, and completing required clinical tasks after the session (such as scoring, clinical notes/observations, and documentation). For some appointments, this can represent several hours of dedicated clinical time. For this reason, it is important that you attend, or provide as much notice as possible if you need to cancel or reschedule.

Cancellation notice periods and fees.

If you need to cancel or reschedule, please notify us as soon as possible. Notice may be provided by phone or in writing via email. Where notice is provided by email, it is considered received from the date and time the email arrives in our inbox, even if the clinic is closed at that time. If you are unable to reach us by phone due to clinic closure, the timestamp of your email will be used to determine the notice period.

Our cancellation fees are as follows:

• 48 hours or more’ notice: No fee.

• Less than 48 hours’ notice: A fee of 50% of the scheduled appointment fee will apply.

• On the day of the appointment (including non-attendance/no-show): The full appointment fee (100%) will apply.

Cancellation fees are calculated based on the full scheduled appointment fee applicable to that specific appointment type (including pre-set assessment or consultation fees).

Cancellation fees will be added to your account and are payable at your next appointment. If you cancel and do not reschedule, we may issue an invoice for the cancellation fee. Any outstanding cancellation fees must be paid before further appointments can proceed.

Please note that cancellation fees are not claimable through Medicare, private health insurance, NDIS, or other third-party funding bodies.

Waving cancelation fees.

We understand that unexpected events can occur. In limited circumstances, cancellation fees may be reduced or waived where there has been a genuine and unforeseen emergency.

If you believe your situation warrants consideration, please contact us as soon as possible and provide relevant supporting documentation (for example, documentation from a hospital, medical practitioner, or police where appropriate). Any decision to waive or reduce a cancellation fee is made at the discretion of the treating psychologist or Clinic Director.

Circumstances that would generally not be considered grounds for waiving cancellation fees include (but are not limited to):

• Changes to work schedules, meetings, or travel requirements

• School, sporting, or extracurricular activities

• Family events, social commitments, or holidays

• Changes to babysitting or childcare arrangements

While we appreciate that these situations may be outside of your control, the appointment time has been reserved specifically for you and the applicable cancellation fee will usually apply.

No shows.

If you do not attend your appointment and have not provided notice in accordance with this policy, this will be considered a non-attendance (“no show”). The full appointment fee (100%) will apply.

We will make reasonable attempts to contact you following a missed appointment. If we do not hear from you within 12 hours of the scheduled appointment time, any future appointments may be cancelled at our discretion.

Repeated late cancellations or non-attendances may result in a requirement to pre-pay for future appointments or may impact our ability to continue offering appointment times.

Policy agreement.

By booking an appointment with Blue Door Psychology, you acknowledge that you have read and understood this Cancellation Policy and agree to its terms.

If you do not agree to this policy, we may be unable to proceed with your booking.

Cancellation Policy Complaints and Enquiries

If you have any queries or concerns about this Cancellation Policy, please contact us by phone or email to discuss the matter further.

If you are not satisfied with our response, you may follow our formal complaints process, which is available on our website. You can also view or download a copy of our complaints and feedback process here.

Policy updated: February 2026