Cancellation & Rescheduling

Last updated: 3 September 2026

Purpose of this policy

Appointment times are reserved specifically for each client. This policy helps Positive Thinking Therapy manage limited appointment availability while recognising that unexpected circumstances can occur.

Cancelling with at least 24 hours’ notice

You may cancel an appointment without charge by providing at least 24 hours’ notice before its scheduled start time.

Notice is measured using Melbourne time—Australian Eastern Standard Time or Australian Eastern Daylight Time, as applicable—even if you are attending from another location.

Cancelling within 24 hours

If you cancel less than 24 hours before the scheduled start time, a cancellation fee equal to 50% of the booked session price will apply.

Positive Thinking Therapy may waive the fee at its discretion where an emergency, serious illness or another exceptional circumstance prevented reasonable notice. You may be asked to provide enough information to explain the circumstances, but should not send unnecessary sensitive information.

No fee applies when Positive Thinking Therapy cancels the appointment.

Rescheduling

Requests to reschedule should be made as early as possible using the contact method provided in your booking confirmation.

Rescheduling does not attract a fee, including when the request is made within 24 hours of the appointment. All changes remain subject to appointment availability. Please provide as much notice as possible so the original time can be offered to another client.

Free consultations

There is no cancellation fee for the free 20-minute consultation because no session price applies. Please cancel or reschedule as early as possible so the appointment can be offered to someone else.

Late arrival

If you arrive late, the session may still need to finish at the original scheduled time so that later appointments are not affected. The full booked session fee remains payable.

Missed appointments

If you miss a paid appointment without providing notice, 100% of the booked session fee will be payable.

No fee applies if you miss the free 20-minute consultation, although repeated missed consultations may result in Positive Thinking Therapy declining to reserve another consultation time.

Clients under 18

An adult must be present when a client under 18 attends a consultation or session. Consent from a parent or legal guardian must be obtained before a service begins. Positive Thinking Therapy may request confirmation of the adult’s identity and authority to provide consent.

Technical difficulties for online sessions

If an online session is interrupted by a technical problem, both parties will make reasonable efforts to reconnect. If the session cannot continue, Positive Thinking Therapy will consider the cause, the usable session time and the circumstances when deciding whether to resume, reschedule, credit or refund the appointment.

Cancellations by Positive Thinking Therapy

Occasionally an appointment may need to be changed because of illness, emergency or an event outside reasonable control. Positive Thinking Therapy will provide as much notice as practicable and offer a new appointment time or an appropriate refund or credit for any service not supplied.

Positive Thinking Therapy is not responsible for indirect expenses caused by an appointment change, except to the extent liability cannot lawfully be excluded.

Consumer rights

This policy does not exclude, restrict or modify rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

How to cancel or reschedule

Use the cancellation or contact method supplied in your booking confirmation. A request is effective when it is received by Positive Thinking Therapy, not when it is drafted or sent to an incorrect address.