Late Cancellation & Non-Attendance Policy

What we do to support you

We do our best to support attendance and rescheduling through reminder emails and text messages in the days leading up to appointments.

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Why we have this policy

If you are unable to attend your scheduled session, please let us know as soon as possible. Appointment times are limited and there is often a waitlist of people seeking support. Late cancellations and missed appointments prevent others from accessing care and impact the ability of the clinic to operate sustainably, which is why Pearce Health has a late cancellation and non-attendance policy.

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Telehealth

For telehealth appointments, if a client has not logged in or made contact within 15 minutes of the scheduled start time, the session will be considered a non-attendance and the clinician will exit the session. If you are running late or experiencing technical issues, please contact us as soon as possible so we can assist.

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Cancellation period and non-attendance fee

Late cancellations within 24 hours of the appointment time, or non-attendance without notice, will incur the full appointment fee. Fees will be charged using saved payment details or invoiced directly.

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We understand that unexpected illness or emergencies can occur, and in these circumstances fee waivers may be considered at the discretion of Pearce Health.

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Please note that even when services are funded by third parties (such as Medicare, NDIS, DVA, Workers Compensation or CTP), clients remain personally responsible for late cancellation and non-attendance fees. For NDIS-funded services, late cancellations and non-attendance may be claimed in line with NDIS pricing and cancellation guidelines where applicable.