Cancellation, Late Arrivals and Non-Attendance Policy

Introduction

At Lets Reseed PTY LTD, we strive to provide exceptional support and services and ensure the best possible experience for our clients. To maintain the efficiency and availability of our services, we have established the following policy. By agreeing to be a client at Lets Reseed PTY LTD, you agree to this policy. Clients must provide as much notice as possible for appointment cancellation or rescheduling. Where insufficient notice is provided (two clear business days), the scheduled fee will be charged. Fees must be paid in full before any future appointments can be booked or attended. Unfortunately, when a client cancels without giving adequate notice, it prevents another client from being served, mainly if the client has been on our waitlist for an extended period. This cancellation policy is used to respect the time commitment of all involved. It explains the process for requesting a cancellation and the fees applicable. This policy is applied with full transparency to ensure equitable and accessible appointments are available to all our clients.


Cancellation process

We understand situations can arise in which you must cancel or reschedule your appointment. Due to limited appointment availability, we request that you cancel with adequate notice. We require a minimum of two clear business days’ notice for cancellation. This allows us to fill that appointment slot. You may cancel by contacting us at:


Late arrivals

Late arrivals (up to 30 minutes) can only be extended to the remaining time of the scheduled appointment. If you are more than 30 minutes late past your appointment, we will have to reschedule or cancel the appointment, which will incur a cancellation fee. All references to cancellation of appointments in this clause also refer to rescheduling of appointments.


Non-attendance

If a client does not show up for the scheduled appointment without prior notice, this will be recorded as a non-attendance or ‘no-show’. The total scheduled fee will be charged.


Multiple cancellations, reschedules, late arrival or non-attendance

Suppose you cancel/reschedule multiple times, repeatedly reschedule, are repeatedly late, or do not attend your appointment with no notice provided. In that case, we reserve the right to charge the full fee for your booked appointment. Clients with a history of multiple late cancellations or no-shows may be subject to additional measures, such as requiring prepayment for future appointments or limitations on booking future appointments. This process allows our appointments to be equitably accessible for all clients.


Cancellation fee

The cancellation fee is the total amount of the scheduled payment. It will be charged by bank transfer, credit card, or third-party funder (e.g., WorkCover, NDIS, EAP, Victims Services, Home Care Package, etc.). The cancellation fee may be deducted from any deposit paid for the appointment (if any). The cancellation fee is the client's sole responsibility and must be paid in full within 14 days after invoicing.


Cancellation reminders

You are repeatedly reminded of these cancellations, late arrivals, and non-attendance policies and processes upon intake to our service via email and text reminders before your appointments and in any subsequent documentation, such as Service Agreements or email communication with your practitioner.


Questions

Should you have any questions or require further clarification about our cancellation policy, please contact the Director, Lets Reseed PTY LTD, via laura@letsreseed.com.au  or 0447 248426. We value your understanding and cooperation regarding our cancellations, late arrivals, and non-attendance policies. This will enable us to continue to deliver quality services to all our clients efficiently and fairly. This cancellation policy is subject to change. Any modifications or updates to the policy will be communicated to clients promptly and discussed during the session.