Cancellation Policy

Cancellation Policy

This Cancellation Policy applies to all clients that receive services from Coastal Motion Therapy Services including those funded by the NDIS and other funding sources.  

Introduction 

The NDIS cancellation policy states that a 7-day notice period is required to avoid cancellation fees. Coastal Motion Therapy Services has chosen to work with a 48-hour cancellation policy. For example, if your appointment is 4pm on Thursday, you will need to notify us by 4pm Tuesday. 

Cancellation of direct appointments (whether face to face therapy, meetings or other direct services such as phone consults or telehealth) less than 48 before the appointment will incur 100% of the fee including travel time/costs.

We reserve the right to end this Service Agreement if there are too many cancelled appointments.

Principles relating to cancellations in the NDIS Pricing Arrangements and Price Limits are: 

• Where a provider has a short notice cancellation (or no show) they are able to recover 100% of the fee associated with the activity.  

• Providers must have an agreement with the participant to charge for cancellations (eg. service agreement). 

• A cancellation is a short notice cancellation (or no show) if the participant does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or 

• There is no limit on the number of short notice cancellations (or no shows) that a provider can claim in respect of a participant. 

• Providers have a duty of care to their participants and if a participant has an unusual number of cancellations, then the provider should seek to understand why they are occurring. 

• Where possible, options may be available for parent only sessions, telehealth, resource development or other billable tasks in place of the session. Please speak with the therapist if you wish to convert the scheduled appointment to one of these options.

Staff Leave 

Coastal Motion Therapy Services will attempt to provide as much notice as possible in the event that a service needs to be cancelled or rescheduled due to staff leave or other circumstances.

Clients will not be charged for a service that is cancelled Coastal Motion Therapy Services.

When a service is cancelled due to planned or unplanned staff leave, every attempt will be made to provide clients with an alternative service which may include rescheduling, phone consults, telehealth or resource development if appropriate.

Minimising Client Cancellations, ‘No Shows’ or Late Changes 

Coastal Motion Therapy Services Service Agreement includes reference to our Cancellation Policy. Clients are provided with access to our Cancellation Policy.

Non-Attendance/No Shows

When a client does not attend/is not present at a scheduled service or appointment, Coastal Motion Therapy Services will:

• make every effort to contact the client or their parent/guardian to determine if there is an additional problem that prevented their attendance and/or may impact on their safety;

• claim the "No Show" fee in line with our Cancellation Policy and Service Agreement, which is line with the NDIA Pricing Arrangements and Price Limits. No Shows will incur 100% of the fee, including travel time/costs.

• notify the client that regular non-attendance without notice or reason may lead to loss of regular session times or termination of services.

Waiver of Cancellation Fees 

Coastal Motion Therapy Services may waive cancellation fees in extenuating circumstances such as emergencies. 

Consideration will be given on a case-by-case basis as to the number and nature of cancelled appointments and in particular, those that were unable to be rescheduled.   

Ultimately, the decision to waive a cancellation fee rests with the Directors.