Payment and Cancellation Policy

Serene Solutions Counselling and Social Services
ABN: 20 483 812 564
Effective from: 15 October 2026

1. Ethical and Professional Framework

This policy has been developed with reference to:

• AASW Code of Ethics (2020)

• AASW Practice Standards (2023)

• Australian Consumer Law (ACL)

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

Serene Solutions Counselling and Social Services is committed to ensuring that clients receive clear information about consultation fees, payment arrangements, cancellations and financial obligations before accessing services.

We recognise the financial pressures experienced by individuals and families and endeavour to maintain accessible, ethical and sustainable professional services.

2. Purpose of This Policy

Appointments at Serene Solutions are reserved exclusively for each client. Once an appointment has been confirmed, the allocated time is unavailable to other clients and may be difficult to fill at short notice.

This policy aims to:

• Ensure fairness, consistency and transparency in financial arrangements.

• Support sustainable and ethical professional service delivery.

• Minimise unnecessary banking and transaction costs.

• Protect client financial information by reducing reliance on stored payment details.

• Reflect reasonable administrative costs and business losses associated with cancellations and non-attendance.

• Maximise appointment availability for clients seeking professional support.

3. Payment Policy

3.1 Invoicing and Payment Timing

Effective 15 October 2026, Serene Solutions will discontinue automatic deductions from clients' previously supplied payment methods.Clients will instead receive an electronic invoice approximately 48 hours before their scheduled appointment, sent to their registered email address.

Payment options include:

• Secure electronic payment through the invoice payment facility.

• Direct bank deposit using the banking details provided on the invoice.

• In-person card payment at the practice, where a prior arrangement has been approved.

All consultation fees must be paid in full before the scheduled appointment begins, unless an alternative arrangement has been expressly approved by Serene Solutions.

Clients are responsible for ensuring payment is made in sufficient time for the practice to verify receipt.Electronic payments made through supported payment facilities will be recorded by the practice's invoicing system. Direct bank deposits may require additional processing time.

3.2 Consultation Fees, Banking Costs and Advance-Payment Discounts

Serene Solutions has negotiated alternative banking arrangements to minimise the financial impact of increasing banking and transaction processing costs.The practice has incorporated these costs into a modest adjustment to its standard consultation fees rather than charging clients a separate card transaction surcharge.

Two consultation pricing arrangements may be available:

Standard Consultation Fee

The standard consultation fee is the full advertised price of the service and applies unless a client qualifies for a published discount.Clients with an approved arrangement to pay at the practice will pay the applicable standard consultation fee.

Advance-Payment Discount

A reduced consultation fee may be available to clients who pay in advance using a specifically nominated eligible payment method.The eligible payment methods, discount amount and applicable conditions will be clearly communicated before booking or payment.The full standard consultation fee will be displayed at least as prominently as any discounted price.

No additional card payment surcharge will be applied.Serene Solutions will ensure that any pricing distinction is consistent with applicable card network rules, payment provider agreements and Australian Consumer Law.The purpose of these arrangements is to offer clients an affordable payment option while maintaining the financial sustainability of the practice.

3.3 Payment Security and Client Information

Serene Solutions is committed to protecting clients' personal and financial information.To minimise unnecessary exposure to payment-related security risks, the practice will discontinue routine automatic deductions using stored client payment methods.Clients will instead have greater control over how and when payments are made. Electronic payments will continue to be facilitated through nominated payment service providers using their applicable security measures. Serene Solutions will take reasonable steps to protect personal and financial information in accordance with its privacy obligations and applicable Australian legislation.

3.4 Payment at the Practice

Clients who prefer to pay in person may request this arrangement in advance. This option may be available to established clients with a satisfactory payment history or where individual circumstances warrant consideration. Approval must be confirmed by Serene Solutions before the scheduled appointment. Payment must be completed before the consultation commences. Clients paying at the practice will be charged the applicable standard consultation fee. No additional card transaction surcharge will be added.

3.5 Unpaid Invoices and Appointment Confirmation

Where an invoice remains unpaid on the day of the appointment, Serene Solutions may contact the client by email, SMS or telephone to request payment or confirmation of an agreed payment arrangement. Where payment has not been received and the client has not responded to reasonable attempts to confirm attendance, the practice may cancel or release the appointment. Clients will be notified if their appointment is cancelled by the practice.

Failure to pay an invoice does not constitute cancellation of an appointment by the client.

Clients remain responsible for notifying the practice if they cannot attend. Any cancellation fee will be assessed in accordance with Section 4, taking account of the notice provided, the circumstances and applicable consumer law.

3.6 Outstanding Accounts

Outstanding fees are payable within seven days of the applicable invoice due date unless alternative arrangements have been agreed in writing. Where an account remains unpaid after reasonable attempts to resolve the matter:

• Further appointments may be suspended, subject to professional and clinical obligations.

• Future bookings may require advance payment.

• Outstanding accounts may be referred for lawful debt recovery.

• Reasonable recovery costs may be sought where permitted by law and the applicable agreement.

Serene Solutions will manage outstanding accounts respectfully, proportionately and in accordance with professional and ethical obligations.

4. Cancellation and Non-Attendance Policy

4.1 Cancellation Before an Invoice Is Issued

Clients are encouraged to provide as much notice as possible when cancelling or rescheduling appointments. Where an appointment is cancelled before the invoice has been issued and more than 24 hours before the scheduled appointment, no cancellation fee will ordinarily apply. Clients must notify the practice directly.

4.2 Cancellation After an Invoice Has Been Issued

Once an invoice has been issued, the appointment has entered its final administrative and scheduling stage. Where a client cancels after receiving an invoice but more than 24 hours before the scheduled appointment, a $55 cancellation administration fee may apply under the agreed booking conditions.

To request cancellation, clients must:

1. Notify Serene Solutions by email.

2. Pay $55 towards the issued consultation invoice where the fee is applicable.

3. Allow the practice to process the cancellation and adjust the invoice.

Once the cancellation has been processed, the remaining balance of the consultation invoice will be waived where the $55 fee is the agreed and applicable cancellation amount.

Where the consultation fee has already been paid in full, the amount exceeding the applicable cancellation fee will be refunded or credited as agreed. Cancellation fees will be applied fairly, taking account of reasonable administrative costs, actual or reasonably anticipated business losses, and applicable consumer law.

4.3 Late Cancellations – Within 24 Hours

Appointments cancelled within 24 hours of the scheduled consultation, including cancellations made on the day, may incur the full consultation fee under the agreed booking conditions.

This reflects:

• Reserved practitioner time.

• Administrative costs.

• Preparation already undertaken.

• Limited opportunity to offer the appointment to another client.

Late cancellation fees are intended to reflect reasonable business losses rather than operate as a penalty.

Exceptional circumstances may be considered in accordance with Section 5.

4.4 Weekend Cancellations for Monday Appointments

Clients with Monday appointments are requested to provide cancellation notice before the practice closes on the preceding Friday. This allows reasonable opportunity to manage appointment availability and offer cancelled appointments to other clients. Weekend cancellations may incur the applicable late cancellation fee where the circumstances and agreed terms justify that fee.

The full consultation fee will not be imposed solely because a cancellation occurs over the weekend. The amount payable will be assessed in accordance with the agreed cancellation conditions, notice provided, reasonable business losses and applicable consumer law.

4.5 Missed Appointments and Non-Attendance

Where a client fails to attend a confirmed appointment without providing notice, the full consultation fee may be payable under the agreed booking conditions.

This applies to:

• Face-to-face consultations.

• Telehealth consultations.

• Previously arranged telephone consultations.

• Other individually booked professional services.

Workshops and group programs may have separate booking and cancellation conditions, which will be disclosed before registration.

4.6 Rescheduling Appointments

Clients wishing to reschedule should contact the practice as early as possible. Requests will be considered subject to practitioner availability, notice provided and the applicable booking conditions. Where a request is made after an invoice has been issued or within the late cancellation period, the relevant cancellation provisions may apply. Serene Solutions may exercise reasonable discretion where appropriate.

4.7 Cancellation Notification

Clients may contact the practice through:

• Email: admin@serenesolutions.com.au

• Telephone: 0430 620 234

• Client portal, where available.

Where an invoice has already been issued, written notification by email is requested to ensure that the invoice can be correctly adjusted.

Clients are encouraged to retain copies of their cancellation correspondence.

5. Medical and Exceptional Circumstances

Serene Solutions recognises that illness, emergencies and unforeseen circumstances may occasionally prevent clients from attending scheduled appointments. Requests for a reduction or waiver of cancellation fees will be considered individually, taking account of:

• The nature and timing of the circumstances.

• The notice provided.

• Whether an alternative consultation was reasonably available.

• The reasonable costs or losses associated with the cancellation.

• Applicable legal and professional obligations.

Supporting documentation may be requested where reasonable and appropriate.

Exceptional circumstances do not automatically result in cancellation fees being waived. However, each request will be considered fairly, compassionately and proportionately. Nothing in this policy excludes, restricts or modifies any rights available to clients under Australian Consumer Law.

6. Alternatives to Cancellation

Where clinically appropriate, clients unable to attend face-to-face appointments may request to change their consultation to:

• Zoom or another approved telehealth platform.

• Telephone consultation, where clinically suitable and agreed by the practitioner.

Requests should be made as early as possible.

Alternative arrangements are subject to clinical suitability, privacy and confidentiality requirements, technical feasibility and practitioner availability. Telephone consultations may not be appropriate for initial assessments, sensitive clinical presentations or circumstances where adequate privacy and assessment cannot be maintained. Where an alternative consultation is agreed, the applicable consultation fee remains payable.

7. Appointment Reminders and Invoice Notifications

Appointment reminders and invoice notifications may be sent by:

• Email.

• SMS.

• Telephone.

• Client portal notifications.

These communications are provided to assist clients in managing their appointments and payments. Clients remain responsible for keeping track of appointments, maintaining current contact details and meeting the agreed payment and cancellation requirements. Failure to receive or open an appointment reminder does not automatically remove obligations under the agreed booking conditions.

8. Refunds and Credits

Refunds will be managed in accordance with the Serene Solutions Refund Policy and applicable Australian Consumer Law.

Refunds or credits may be appropriate in circumstances including:

• Duplicate payments.

• Overpayments.

• Administrative or billing errors.

• Incorrectly processed transactions.

• Eligible cancellations where a consultation fee has already been paid.

• Services cancelled by the practice where no service has been provided.

Where a valid cancellation fee applies, the relevant amount may be deducted from a prepaid consultation fee, with the balance refunded or credited as appropriate.

Fees for professional services already delivered are generally non-refundable for change-of-mind reasons, subject to statutory consumer rights.

9. Client Responsibilities

By booking services with Serene Solutions, clients are expected to:

• Review the consultation fees and applicable booking conditions.

• Provide accurate contact and invoicing information.

• Pay invoices before attendance unless an alternative arrangement has been approved.

• Notify the practice promptly of cancellations or requests to reschedule.

• Communicate payment difficulties before the appointment.

• Seek clarification where any part of this policy is unclear.

Serene Solutions will make reasonable efforts to communicate fees and financial arrangements clearly and provide clients with an opportunity to ask questions before agreeing to services.

10. Questions, Concerns and Financial Difficulties

Serene Solutions recognises that individual financial circumstances differ. Clients experiencing financial difficulties or requiring clarification of payment arrangements are encouraged to contact the practice before their scheduled appointment. Where appropriate, alternative arrangements may be considered. We are committed to discussing financial concerns respectfully, confidentially and without judgment.

Contact Details

Serene Solutions Counselling and Social Services
Ellenbrook, Western Australia 6069
Email: admin@serenesolutions.com.au
Telephone: 0430 620 234
Website: www.serenesolutions.com.au

11. Policy Review and Amendments

This policy takes effect on 15 October 2026 and replaces previous arrangements relating to automatic payment deductions and associated payment procedures. Material changes to cancellation fees or other financial obligations will be communicated to clients with reasonable notice.New conditions will apply to existing bookings only where lawfully agreed or otherwise permitted. Serene Solutions may review and amend this policy periodically to reflect changes in legislation, professional standards, banking arrangements and practice operations.

The current version will be and is available through the Serene Solutions website or upon request.

Serene Solutions Counselling and Social Services

Committed to ethical, transparent and sustainable professional care.