Hello Sunshine Therapy

Updated January 2026 | Version 1.0

Cancellations & Ending Services Policy

Hello Sunshine Therapy is committed to providing high-quality, ethical, and sustainable speech pathology services. This policy explains our expectations around appointments, cancellations, and the ending of services so that arrangements are clear, fair, and consistent for all families.

Appointment Cancellation Notice Period

Hello Sunshine Therapy requires at least 2 full working days’ notice (excluding weekends and public holidays) to cancel or reschedule an appointment without a fee.

If less than 2 working days’ notice is provided, a cancellation fee of up to 100 percent of the session cost may apply.

This policy applies to all appointments, including:

• clinic-based sessions

• mobile sessions

• telehealth sessions

Once an appointment has been scheduled, the time is reserved specifically for your child and may not be able to be reallocated at short notice.

What Is Included in a Cancellation Fee

Where a late cancellation fee applies, this reflects all time allocated for your appointment, including:

• direct therapy time

• preparation and planning

• documentation and reporting

• travel time for mobile services

If we are able to fill a cancelled appointment with another client, no cancellation fee will be charged.

Examples of the Notice Period

• A 3:00 pm Wednesday appointment must be cancelled by 3:00 pm Monday

• A 10:00 am Monday appointment must be cancelled by 10:00 am Thursday

Short-Notice & Same-Day Cancellations

We understand that unexpected situations sometimes occur.

If notice is provided within the chargeable period, we may attempt to:

• reschedule the session within the same week, if availability allows, or

• use the allocated time for other client-related work such as planning, reporting, or resource preparation

For mobile services, rescheduling or alternate use of time may not always be possible.

If a clinician arrives at the agreed location and the appointment is cancelled on arrival, the full session fee (including travel fees) will be charged.

Illness & Safety

Hello Sunshine Therapy may cancel a session on arrival if:

• the client or anyone present is unwell, or

• the environment is unsafe for staff to deliver services

This may include situations such as smoke exposure, uncontrolled animals, or other safety risks.

In these circumstances, the full session fee (including travel) will still apply.

We have a duty of care to protect the wellbeing of our staff, as well as the safety of all clients, including those who may be immune compromised.

Funding Considerations

Different funding bodies have different rules regarding cancellations.

• Medicare and private health insurance rebates cannot be claimed for cancelled sessions, even if a cancellation fee applies.

• NDIS funding may be claimed for late cancellations, in line with the current NDIS Pricing Arrangements.

• We may ask families to provide a brief reason for cancellations to meet documentation and funding requirements.

Frequent Cancellations

We recognise that families may experience periods where cancellations are unavoidable. These situations are always approached with understanding and collaboration.

However, if cancellations begin to significantly affect:

• therapy progress, or

• the sustainability of services,

we will discuss options with you. This may include reviewing appointment frequency, adjusting supports, or reconsidering how services are delivered.

These reviews are consistent with NDIS recommendations, which ask providers to review services when cancellations become frequent.

Ending Services

Ending Services by Families

Families may end services at any time by notifying Hello Sunshine Therapy. Our standard cancellation policy continues to apply to any scheduled appointments.

Ending Services by Hello Sunshine Therapy

In some circumstances, Hello Sunshine Therapy may need to discontinue services. This may occur if:

• we believe your child’s needs would be better supported by another provider

• therapy sessions are frequently cancelled or missed, for example a high cancellation rate over a 12-week period

• invoices remain unpaid beyond the due date

• behaviour occurs that is unsafe, inappropriate, or harmful to staff

• duplicate therapy services are accessed without prior discussion, affecting care quality or funding integrity

Where possible, we will communicate concerns and attempt to resolve issues collaboratively before services end.

We cannot guarantee ongoing availability or hold specific days or times if services are discontinued.

Breach of Agreement

If either party breaches this agreement, the other party may terminate services if the breach is not remedied within 7 days of written notice.

Contact

If you have questions about this policy or would like to discuss your circumstances, please contact:

Hello Sunshine Therapy

Email: hi@hellosunshinetherapy.com.au

Acknowledgement

By engaging with Hello Sunshine Therapy, you acknowledge that you have read, understood, and agreed to this policy.