Payment and Cancellation Policy

Serene Solutions Counselling 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, proportionality, and fairness

Consistent with AASW Practice Standards regarding Informed Consent and Professional Accountability, clients are provided with clear, accessible information about fees, deposits, cancellations, and financial obligations prior to commencement of services.

2. Purpose of This Policy

Serene Solutions aims to provide ethical, respectful, and reliable counselling, psychotherapy, and social work services. Appointment times are reserved exclusively for each client and cannot usually be filled at short notice. This policy exists to:

• Ensure fairness to clients and the practitioner

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

• Support equitable access to services for all clients

3. Payment Policy

3.1 Fees and Payment Timing

• All session fees are due on the day of service.

• Clients must provide and maintain a valid and secure payment method to confirm and retain bookings.

• By proceeding with services, clients provide informed financial consent in line with AASW Practice Standards (3.2).

3.2 Insufficient Funds

• If payment cannot be processed due to insufficient funds, an invoice will be issued.

• Outstanding balances not paid within seven (7) days may be referred to a debt collection agency, with any reasonable recovery costs payable by the client.

• This approach aligns with AASW Practice Standards (5.4), which requires transparent and ethical management of financial matters.

4. Appointment Deposit Policy

Effective 1 October 2025

• A $50 non-refundable deposit is required at the time of booking.

• The deposit is credited toward the final session fee when the appointment is attended.

• Appointments are not confirmed until the deposit has been received.

4.1 Rescheduling and Deposits

• If an appointment is rescheduled, a new $50 deposit is required.

• This structure limits client loss if attendance is not possible, ensuring only the deposit is forfeited rather than the full session fee.

• Rescheduling more than two (2) weeks in advance will not result in additional non-deposit charges.

This approach reflects AASW ethical principles of fairness and proportionality, ensuring fees are not punitive.

5. Cancellation and Non-Attendance Policy

5.1 Late Cancellations and Missed Appointments

• Appointments cancelled with less than 24 hours’ notice, or not attended without notice, will incur the full session fee.

• This fee reflects the genuine pre-estimate of loss associated with practitioner time, administrative costs, and reduced access for other clients.

• Invoices will be issued where payment cannot be processed on the day.

5.2 Medical Cancellations

• Where a medical issue prevents attendance and a medical certificate is provided within 48 hours, the amount charged (less the deposit) may be credited to a rescheduled appointment.

• This provision reflects AASW ethical principles of compassion, reasonableness, and client well-being.

6. Alternatives to Avoid Cancellation

In line with client-centred and flexible practice:

• Appointments may be converted to phone or Zoom sessions to avoid cancellation.

• Changes may be made up to two (2) hours before the scheduled session at no additional cost.

7. Reminders and Client Responsibility

• SMS and email reminders are provided as a courtesy only.

• Responsibility for attendance remains with the client.

• Non-attendance fees apply regardless of reminder receipt or confirmation.

• Bookings will not be confirmed without a secure payment method, ensuring ethical and transparent practice management.

8. Non-Payment and Debt Recovery

• Outstanding fees may be referred to a debt collection service after reasonable notice.

• Recovery processes are conducted in a manner consistent with AASW ethical standards of respect, dignity, and proportionality.

• Fees are not penalties and are consistent with the Australian Consumer Law.

9. Refunds and Discretion

• Cancellation fees are generally non-refundable.

• Where a client is able to reschedule or make alternative arrangements on the same day, Serene Solutions may, at its discretion, refund or credit the fee.

• This discretion supports ethical responsiveness and relational accountability.

10. Questions or Concerns

Consistent with AASW Feedback and Complaints Practice Standard (6), clients are encouraged to discuss any concerns regarding fees or cancellations as early as possible. We aim to resolve concerns collaboratively, respectfully, and ethically.