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House Rules

Therapy is most effective when we respect, trust, and value each other’s time and commitment. We know that life happens, i.e., children fall sick, cars break down; however, cancellations and failure to turn up to sessions, especially if they happen more than once, can affect our trust in each other. This, over time, can affect the quality of care.  We are committed to providing the best quality of care, therefore do not wish for this to happen.

Registration, Consent, and Cancellation and Change of Appointment Policy

By participating in a program or services provided by Therapy Lab Group, you are providing consent and acknowledgement that you have read and understood the terms listed below, failure to do so may result in cessation of services: -

  • Agree that when it is needed, information about my disability, injury or health condition and care needs can be shared with:

    • Therapy Lab Group staff involved in your care

    • Other service providers in Therapy Lab Group or outside Therapy Lab Group

    • Other service providers, health professionals, employers, and other organisations, for Therapy Lab Group NDIS services

    • My local doctor and/or treating specialist

    • Other health care agencies who may be continuing my care

  • Understand that Therapy Lab Group will keep my personal information (which includes health information) secure and confidential and will only use and disclose such information in connection with my case as permitted under the Privacy Act 1988 (Cth).

  • Agree that my case information (de-identified) may be used by Therapy Lab Group for quality monitoring, reporting and evaluation purposes.

  • Understand that in the event of a medical emergency, I will dial 000 or contact a family member or my carer, and/or my local doctor.

  • Understand that my calls/ sessions may be recorded.

  • Consent may be provided by next-of-kin and/or carer if you are under the legal age (below 18 years) to provide consent and/or you would like someone else to make the decision for you and/or you are unable to provide consent.

  • Understand that our clinic has zero tolerance to abuse, harassment, and unlawful activity. 

  • Adhere to our strict Cancellation and Change of Appointment Policy.

  • Understand that payment on the day of therapy is preferred and highly appreciated. For bank transfer payments, please include invoice number for payment verification purposes. 

  • Agree that all invoices will be paid within 7 working days of the original date issued. Should there be an outstanding unpaid account, this MUST be paid in full before the next scheduled session can take place. A 100% cancellation fee will be applied if the appointment is cancelled due to non-payment of outstanding invoices and accounts. 


Cancellation and Change of Appointment Policy


All clients receive a courtesy reminder text message 2 days prior to their appointments. This allows clients the time to confirm, change or modify their appointment without incurring a cancellation fee. Attending booked sessions is the responsibility of each client and therefore, the cancellation policy applies for any failure to attend sessions due to missed reminders.


We appreciate your understanding that late cancellations or failure to attend occupies time that could otherwise be spent with another client on our waiting list. Appointments are in high demand, and your advanced notice will allow another client access to that appointment time. 

Individual and/or group sessions for Speech Pathology, Occupational Therapy, Dietetics, Music Therapy, Play Therapy

  • More than 24 business hours’ notice to clinic for session change of cancellation*

    • No fees charged.

    • Maximum 2 cancellations per calendar year.

    • From the 3rd cancellation onwards within the calendar year, a cancellation fee must be paid. Otherwise, the ongoing slot will be cancelled and offered to the next client on the waitlist.

  • Less than 24 business hours’ notice to clinic for session change or cancellation

    • 100% of session fee.

  • Failure to attend appointment without notification to clinic

    • 100% of session fee.

  • Cancellations during the school holidays (Victorian school term dates apply)

    • No fees charged if you inform the clinic at least 4 weeks in advance.

    • Maximum 2 cancellations per calendar year.

  • When going on an extended holiday

    • If you inform us at least 4 weeks in advance, other clinical related services may be arranged in place of the usual booked sessions. The cancellation policy will otherwise apply. 

  • Clinician cancels appointment

    • No fees charged.


Assessment Sessions

  • Less than 24 business hours’ notice to clinic for change or cancellation

    • $193.99 per session

  • Failure to attend appointment without notification to clinic

    • $193.99 per session

  • Clinician cancels appointment

    • No fees charged

​*When you inform the clinic to cancel your session more than 24 business hours (excluding weekends) in advance, we will offer any of the following services to assist you to avoid paying a cancellation fee:

  • A telehealth (i.e., online or phone consultation) session. The telehealth session can either be a client or parent consultation, whichever is appropriate.

  • A rescheduled session to the following week of your original session if this is available. The rescheduled session cannot be rescheduled a second time. There can only be a maximum of 2 therapy sessions per week for rescheduled sessions. If this rescheduled session is subsequently cancelled, a cancellation fee will apply. 

  • Preparing resources or materials for home practice.

  • Preparing letters and/or summaries.

Consistent with NDIS policy, in the event of a Short Notice Cancellation of a session, 100% of the session fee will apply. Cancellation fees are claimable for clients funded by the NDIS. Please refer to the NDIS Pricing Arrangements and Price Limits for more information on Short Notice Cancellations.


For Assessment Sessions, our clinic engages consulting therapists and utilizes specialized tools. Therefore, a cancellation fee will be imposed to account for the attendance of our consulting therapists as well as wasted time and resources. 


Please note that cancellation fees cannot be rebated for Medicare or private health insurance claims.


The terms and conditions of this agreement may be changed from time to time, but the latest version will always appear on the website here. If you continue to use our services after changes have been made to this agreement, you will be considered to have accepted the changes.

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