An update to how we charge for late cancellations

At Therapy Focus, we want to make sure therapy time is used well and remains available to others who may need it. To support this, we’re making a change to how we charge late cancellations, so it’s more accurate of the time our therapists spend preparing for and documenting your session.

What’s changing?

Previously, if an appointment was cancelled within two business days’ notice, we charged the full cost of the face-to-face component of the appointment, as well as travel time.

Under our updated policy:

– We will no longer charge for travel time on late cancellations.

– Charges will apply for the time your therapist spends preparing for your session and completing notes. This is usually around 20 minutes.

We believe this better reflects the work involved by our therapists when an appointment is cancelled at short notice.

What stays the same?

Everything else remains the same.

We still ask for two business days’ notice to change or cancel an appointment (five business days for rural or remote appointments and specialised services in regional areas).

You can cancel or change an appointment by calling our team on 1300 135 373 during business hours.

If you cancel often, we’ll reach out to talk through your therapy goals and what support might help you attend your appointments.

You will receive reminders 4 and 1 calendar day before your appointment. If your 4 day reminder arrives on a Thursday or Friday for an early week appointment and you cancel then, you may miss the 2 business day cut off and still be charged. Where possible, please cancel before reminders are sent.

We remain committed to finding better ways of working, so we can keep delivering the best possible outcomes for you and your family.

View this notice in Easy Read (PDF)

View Cancellation Policy in Easy Read (PDF)