Cancellation & Missed Appointment Policy

As a counselling service grounded in respect, integrity, and professionalism, this policy outlines the expectations and processes regarding appointment cancellations and non-attendance. It is designed to uphold the values of mutual respect and ensure the sustainability of services.

1. Purpose of This Policy

This policy is in place to:

• Ensure clarity and transparency in the counselling relationship.

• Support your commitment to the therapeutic process.

• Allow fair and effective use of appointment times.

• Respect the time of both the client and the counsellor.

• Align with ethical obligations under the New Zealand Association of Counsellors (NZAC) Code of Ethics, particularly clauses relating to informed consent (2.1.1), professional boundaries (2.2), and contractual clarity (5.3).

2. Why This Policy Exists

Your appointment time is reserved specifically for you. Late cancellations or non-attendance mean that the time cannot be offered to someone else who may be in need of support.

Additionally, this counselling practice is my sole source of income, and missed appointments are not easily replaceable at short notice. Just as you commit your time, energy, and investment in therapy, I commit to being fully present, prepared, and available for each scheduled session.

This policy:

• Encourages consistency in the therapeutic process, which supports meaningful

progress.

• Respects the time, planning, and emotional labour involved in providing safe, ethical care.

• Ensures the ongoing sustainability of a small, client-focused private practice.

Thank you for understanding and respecting these boundaries.

3. Booking and Confirmation

• Appointments are scheduled in advance and confirmed via email.

• Clients are responsible for keeping track of their scheduled sessions.

• Reminder messages may be sent, but should not be solely relied upon.

4. Cancellation Notice Requirements

• A minimum of 24 hours’ notice is required to cancel or reschedule an appointment without charge.

• Notice should be given via phone, text, or email.

• If cancelling over the weekend or public holiday, please leave a message or email at east 24 hours prior to your session time.

5. Late Cancellations and No-Shows

• Cancellations made with less than 24 hours’ notice will normally incur the full session fee, unless exemption criteria are met.

• Non-attendance without any notice (no-show) will result in the full fee being charged.

• Clients who arrive more than 15 minutes late may be considered a no-show or have their session shortened, depending on time and context.

6. Exemptions and Compassionate Consideration

I understand that life can be unpredictable. The following circumstances may be exempt from cancellation fees:

• Sudden illness or injury (especially if contagious or physically limiting).

• Family emergency or significant personal crisis.

• Transportation failure or severe weather preventing safe travel.

• Any other situation where charging a fee would be unfair or contrary to our therapeutic relationship.

Please contact me as soon as possible if you believe your situation qualifies for exemption. Each case will be considered respectfully and individually.

7. Repeated Cancellations or Non-Attendance

• Regular cancellations, even with notice, may impact your therapeutic progress.

• If a pattern of missed sessions arises, we may discuss whether this is the right time to continue counselling or explore adjustments to support consistent engagement.

• If more than two appointments are cancelled or missed (with or without notice) within a three-month period, I reserve the right to:

o Charge the full session fee for subsequent missed appointments, and

o Pause or decline further bookings, based on what feels clinically appropriate and sustainable for the therapeutic process.

This is not a punitive measure, but rather a boundary that supports both your progress and the viability of the counselling relationship. Every situation will be considered respectfully and individually, with compassion for unexpected circumstances.

8. Fees and Payment

• Missed session fees are payable under your normal payment arrangements.

• If payment becomes a barrier to attending therapy, please raise this with me — we can discuss options, including possible funding referrals or payment plans.

9. Counsellor Cancellations

If I need to cancel or reschedule your session, I will provide as much notice as possible. You will not be charged for sessions cancelled by me, and I will offer an alternative time if possible.

10. Agreement

By continuing with counselling, you confirm that you understand and agree to this cancellation policy. This forms part of our therapeutic agreement and helps ensure a respectful, accountable counselling relationship.