Payment and Cancellation Policy

1. Purpose and professional responsibilities

Serene Solutions Counselling and Social Services is committed to providing professional, ethical, accessible and sustainable counselling and mental health services. This policy explains our arrangements for consultation fees, invoicing, payment, cancellations, rescheduling, missed appointments and exceptional circumstances. Our approach is informed by the Australian Association of Social Workers (AASW) Code of Ethics and Practice Standards, applicable Australian Consumer Law and relevant payment regulations. All terms are applied reasonably, transparently and with consideration for individual circumstances. Nothing in this policy excludes or restricts rights that cannot lawfully be excluded.

2. Consultation fees and annual fee reviews

Consultation fees are reviewed periodically to reflect changes in operating costs, inflation, professional requirements and the ongoing sustainability of the practice. The current standard fee for each service is displayed through our booking arrangements or communicated before an appointment is confirmed. The fee applicable to an appointment is the fee disclosed and agreed to at the time of booking, subject to any subsequently agreed changes. Serene Solutions does not impose a separate card payment surcharge.

3. Electronic invoicing and payment arrangements

Serene Solutions uses Hnry as its preferred electronic invoicing system. Invoices are ordinarily issued approximately 48 hours before a scheduled consultation. Where an appointment is booked with less notice, an invoice may be issued at the time of booking or as soon as reasonably practicable. Clients may pay using the payment options made available on their invoice, including eligible card payments, PayID or bank transfer. Automatic deductions from stored client payment cards have been discontinued. Clients are responsible for reviewing and authorising their own payments. Unless an alternative arrangement has been agreed in advance, consultation fees must be paid in full before the appointment commences. For bank transfers or PayID payments, clients should use the correct invoice reference to assist with payment identification and reconciliation.

4. Early Settlement Discount

To encourage timely settlement of consultation accounts, Serene Solutions offers a 2% Early Settlement Discount on eligible consultation fees. The discount applies where the full discounted amount is received at least 24 hours before the scheduled appointment. The discount is based on the timing of payment and is available through all accepted payment methods. It is not restricted to a particular card, bank or invoicing platform. The standard consultation fee remains the published fee. Where the early settlement conditions are met, the applicable 2% discount reduces the amount payable. Payments received after the early settlement deadline are subject to the standard consultation fee. The discount does not automatically apply to cancellation charges, outstanding debts, administrative charges, reports, court-related work or other non-consultation services unless expressly stated. Where an appointment is arranged less than 24 hours in advance, any discount must be specifically agreed at the time of booking.

5. Payment security and confidentiality

Serene Solutions takes reasonable steps to protect clients' financial and personal information. The practice uses secure electronic invoicing and payment arrangements and no longer routinely processes automatic deductions from stored client cards. Clients are encouraged to use the payment link or bank details supplied through their verified invoice and to contact the practice if they are uncertain about a payment request. Financial and clinical records are managed in accordance with applicable privacy and professional obligations. Third-party payment providers process transactions under their own security and privacy arrangements.

6. Payment at the practice

Where an electronic invoice has not been settled before the consultation, clients should contact the practice before attending to discuss an appropriate payment arrangement. Payment at the practice may be available by prior agreement. The standard consultation fee applies where the Early Settlement Discount conditions have not been met. No additional card surcharge is imposed by Serene Solutions.

7. Unpaid invoices and appointment confirmation

An appointment is not automatically cancelled merely because an invoice remains unpaid. Clients who have not paid by the required time may be contacted to clarify whether they intend to attend and to arrange payment. Where payment is not received and no alternative arrangement has been agreed, Serene Solutions may defer or release the appointment after reasonable communication with the client, taking account of relevant clinical and continuity-of-care considerations. Clients who wish to cancel must notify the practice directly in accordance with the cancellation provisions below. Non-payment does not constitute notice of cancellation.

8. Cancellation and rescheduling

Consultation times are reserved specifically for each client. Late cancellations and missed appointments may prevent the practice from offering that time to another person.

Before an invoice is issued

Where more than 24 hours' notice is provided and the consultation invoice has not yet been issued, cancellation will ordinarily be accepted without charge.

After an invoice is issued, but more than 24 hours before the appointment

A cancellation administration fee of $55 may apply where this was disclosed and agreed as part of the booking conditions. Where the invoice has not been paid, the client will be advised of the applicable cancellation amount and any remaining consultation balance will be waived. Where the invoice has already been paid, the applicable cancellation amount may be retained and the remaining balance refunded or credited, as appropriate.

Within 24 hours of the appointment

Cancellations received within 24 hours of the scheduled consultation may incur up to the full agreed consultation fee, subject to the circumstances, reasonable loss and applicable consumer law.

Failure to attend

Where a client does not attend a confirmed appointment and has not provided cancellation notice, up to the full agreed consultation fee may be payable, subject to the same considerations.

Rescheduling

Requests to reschedule are considered in light of the notice provided, appointment availability and the circumstances involved. A request to reschedule does not automatically remove a cancellation charge where the original appointment has been cancelled at short notice. The former requirement for an additional $50 rescheduling deposit has been discontinued. Cancellation and rescheduling charges are intended to reflect reasonable administrative costs and losses associated with reserved appointment time, not to operate as penalties.

9. Monday appointments and weekend notifications

For appointments scheduled on a Monday, clients are encouraged to provide cancellation or rescheduling notice by close of business on the preceding Friday. This allows the practice a reasonable opportunity to offer the appointment to another client. A cancellation submitted over the weekend is not automatically charged at the full consultation rate solely because the practice is closed. The actual notice period, circumstances and reasonable loss will be considered when determining whether a cancellation charge applies.

10. Illness, emergencies and exceptional circumstances

Serene Solutions recognises that illness, emergencies, family crises and unforeseen events may affect a client's ability to attend. Clients are encouraged to notify the practice as soon as reasonably possible. Cancellation charges may be reduced or waived at the practice's discretion after considering the circumstances, notice provided and relevant consumer law obligations. Supporting documentation, including a medical certificate, may be requested where reasonable and appropriate. The practice also has a responsibility to protect the health and safety of clients and practitioners. Clients experiencing potentially infectious symptoms are asked not to attend face-to-face appointments. Where clinically suitable, an alternative consultation format may be offered.

11. Telehealth and alternative attendance arrangements

Where clinically appropriate, a face-to-face appointment may be changed to a Zoom consultation or another agreed format. Clients are encouraged to request a change of consultation format at least two hours before their scheduled appointment where reasonably possible. There is ordinarily no additional administration fee for changing the delivery format of an existing appointment. Telehealth consultations are subject to the same agreed consultation fees, payment requirements, privacy obligations and cancellation conditions as equivalent face-to-face consultations. The practice may decline or postpone a telehealth appointment where privacy, technology, clinical safety or the client's circumstances make the format unsuitable.

12. Overdue accounts and debt recovery

Outstanding accounts may affect the ability to book further non-urgent appointments. Where an invoice remains unpaid for seven days after its due date, Serene Solutions may issue further payment reminders and consider proportionate recovery action where lawful and appropriate. Any recovery process will be undertaken with regard to applicable consumer law, privacy obligations, the client's circumstances and professional responsibilities. Additional fees or recovery costs will not be imposed unless they are lawful and properly supported by the agreed terms or applicable legal process.

13. Refunds and credits

Refunds and credits are assessed according to the circumstances of the booking, the services provided, any valid cancellation conditions and applicable consumer rights. Where Serene Solutions cancels an appointment and no suitable alternative is agreed, any payment for the unprovided service will ordinarily be refunded or credited at the client's choice, subject to applicable law. Clients may contact the practice to discuss a payment discrepancy or request clarification.

14. Financial hardship and payment concerns

Clients experiencing financial difficulty are encouraged to contact Serene Solutions before the appointment or invoice deadline. Requests for alternative arrangements or available concession rates will be considered individually. The practice aims to balance accessibility, fairness, professional responsibilities and the financial sustainability of its services.

15. Policy updates and enquiries

This policy may be reviewed and amended as legislation, regulatory requirements, professional obligations and practice circumstances change. Material changes will be communicated where reasonably practicable and will not retrospectively alter an existing booking agreement without an appropriate basis.

For enquiries, cancellation notices or payment assistance, please contact:

Serene Solutions Counselling and Social Services
Ellenbrook, WA 6069
Email: admin@serenesolutions.com.au
Website: www.serenesolutions.com.au
ABN: 20 483 812 564

Policy effective: 15 October 2026