Cancellation Policy

Information about our Attendance & Cancellation policy is shared with patients at multiple stages along their EYETREAT journey, from welcome emails, booking confirmations and therapy contracts.

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We value your time and are committed to providing consistent, high-quality care. The following policy ensures fairness and allows us to offer appointments to patients on our waiting list.

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Cancellation Policy Summary

• 48 hours (2 days) notice required for cancellations.

• Less than 48 hours’ notice: converted to telehealth or non face-to-face service is provided.

• Short notice (< 2 hours) or No-show: Full service fee is charged.

• Frequent cancellations: 3 or more consecutive cancellations may result in termination of services.

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Why 48 Hours Notice Matters

Your appointment time is reserved just for you. If you are unable to attend, please notify us at least 48 hours in advance so we can offer the session to another patient.

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Late Cancellations (Less than 48 Hours’ Notice)

We understand that illness or emergencies can occur. In such cases, we offer a telehealth appointment or non face-to-face services during your scheduled time. This may include:

• Therapy planning online with you/your guardian and/or creation of therapy resources

• Written summaries or home practice materials

• Communication with you or other health professionals

These services are part of your care and will be billed at the usual session rate.
If non-direct services are not suitable, a $50 cancellation fee will apply.

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Short Notice Cancellations (Less than 2 Hours) or No-Shows

These late changes mean that preparation time has already been dedicated to your session. In these cases, the FULL session fee will be charged.

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Offsite & School-Based Appointments

Parents/carers must notify us of any school events (e.g., excursions or exams) in advance. Our standard 48-hour cancellation policy applies.
If advance notice is not possible, a non-direct service will be provided in your scheduled time.

Note: Credit card details are required for all offsite sessions and are securely stored.