Payment and Cancellation Policy

Serene Solutions Counselling and Social Services

ABN 20 483 812 564

1. Ethical and Professional Framework

This policy has been developed in accordance with:

• AASW Code of Ethics (2020)

• AASW Practice Standards (2023)

• Australian Consumer Law (ACL)

• Principles of informed consent, transparency, fairness, and professional accountability

Consistent with AASW Practice Standards, clients are provided with clear information regarding fees, payment arrangements, cancellations, and financial obligations prior to the commencement of services.

2. Purpose of This Policy

Serene Solutions Counselling and Social Services reserves appointment times exclusively for each client. Once an appointment has been booked, that time is unavailable to other clients and can rarely be filled at short notice.

This policy exists to:

• Ensure fairness and transparency for all clients

• Support sustainable and ethical service delivery

• Reflect the genuine business costs associated with late cancellations and non-attendance

• Maximise appointment availability for all clients seeking support

3. Payment Policy

3.1 Payment Timing

All fees are payable on the day of service.

To facilitate efficient practice management, session fees will generally be processed using the payment method provided by the client before 10:00 am on the day of the scheduled appointment.

By booking and attending services, clients provide informed consent for Serene Solutions to process payment for scheduled appointments in accordance with this policy.

Clients are responsible for ensuring that:

• Current payment details are provided;

• Payment information remains accurate and valid;

• Sufficient funds are available to cover scheduled appointments.

3.2 Payment Failure

If payment cannot be processed using the payment details provided, Serene Solutions will make reasonable attempts to notify the client.

Where payment cannot be successfully processed:

• The appointment may be cancelled or released at the discretion of Serene Solutions;

• The client may lose their reserved appointment time;

• Outstanding fees will remain payable.

Because appointment times are reserved exclusively for the client, a failed payment does not constitute cancellation of the financial obligation associated with the booking.

Where less than 24 hours' notice has been provided, the full session fee remains payable in accordance with the Cancellation Policy outlined below.

Invoices may be issued for any outstanding balances.

3.3 Outstanding Accounts

Outstanding fees are payable within seven (7) days of invoice issue unless alternative arrangements have been agreed in writing.

Where accounts remain unpaid after reasonable attempts to resolve the matter:

• Further appointments may be suspended;

• Outstanding accounts may be referred to a debt recovery service;

• Reasonable recovery costs may be added where permitted by law.

Serene Solutions will seek to manage all financial matters respectfully, ethically, and proportionately.

4. Cancellation and Non-Attendance Policy

4.1 Cancellation Notice

Clients may cancel or reschedule appointments without charge where at least 24 hours' notice is provided.

Notice may be provided by:

• Telephone

• SMS

• Email

• Client portal (where available)

4.2 Late Cancellations

Appointments cancelled with less than 24 hours' notice will incur the full session fee.

This fee reflects:

• Reserved practitioner time;

• Administrative costs;

• Preparation undertaken;

• Lost opportunity to offer the appointment to another client.

Late cancellation fees are not intended as a penalty but as a reasonable reflection of business losses resulting from short-notice cancellations.

4.3 Missed Appointments (Non-Attendance)

Where a client fails to attend a scheduled appointment without notice, the full session fee will be charged.

This applies to:

• Face-to-face appointments

• Telehealth appointments

• Telephone appointments

• Workshops or group sessions where applicable

4.4 Failed Payment and Appointment Loss

If payment cannot be processed on the day of service and the appointment is subsequently cancelled or unable to proceed, the appointment may be forfeited.

Where the appointment falls within the 24-hour cancellation period, the full session fee remains payable because the reserved appointment time could not reasonably be offered to another client.

5. Medical and Exceptional Circumstances

Serene Solutions recognises that unforeseen circumstances occasionally arise.

Requests for waiver or reduction of cancellation fees due to exceptional circumstances may be considered on a case-by-case basis at the sole discretion of the practitioner.

Supporting documentation may be requested where appropriate.

The existence of exceptional circumstances does not automatically guarantee that fees will be waived.

6. Alternatives to Avoid Cancellation

Where appropriate, clients may request that an appointment be converted to:

• Telephone consultation

• Zoom or telehealth consultation

Requests should be made as early as possible.

Where clinically appropriate and technically feasible, this option may assist clients to avoid cancellation fees and maintain continuity of care.

7. Appointment Reminders

Appointment reminders may be sent via:

• SMS

• Email

• Telephone

• Client portal notifications

These reminders are provided as a courtesy only.

Responsibility for attending appointments remains with the client regardless of whether a reminder is received, opened, or acknowledged.

8. Refunds

Refunds are governed by the Serene Solutions Refund Policy.

As professional services involve the provision of time, expertise, preparation, and clinical judgment, fees for services already provided are generally non-refundable.

Refunds may be considered in circumstances including:

• Duplicate payments;

• Overpayments;

• Administrative billing errors;

• Incorrect processing of payments.

9. Questions or Concerns

Clients who have questions or concerns regarding fees, payments, cancellations, or financial arrangements are encouraged to discuss these matters with Serene Solutions as early as possible.

We are committed to resolving concerns respectfully, transparently, and in accordance with our professional and ethical obligations.

10. Policy Review

This policy may be reviewed and updated periodically to reflect changes in legislation, professional standards, business requirements, or service delivery practices.

The most current version is available on request and through our website.