Service Cancellation, Fees, and Refunds Policy

Purpose

This Policy outlines the terms regarding appointment bookings, cancellations, rescheduling, and fee adjustments for services provided by TAO Psychotherapy. It explains your rights under the Australian Consumer Law (ACL) alongside practice-specific attendance and booking guidelines.

Appointment Bookings & Cancellation Guidelines

Therapeutic sessions reserve a dedicated time for you. To ensure smooth practice operations and fair access for all clients, we ask that you provide sufficient notice if you need to cancel or reschedule an appointment.

  • Cancellation Notice Period: We require at least 48 hours notice prior to your scheduled session time if you need to cancel or reschedule.

  • Late Cancellations & Non-Attendance: Cancellations made with less than the required notice, or unattended appointments ("no-shows"), may incur a late cancellation fee. Exceptional circumstances (such as sudden illness, medical emergency, or unexpected crisis) will be considered on a compassionate, case-by-case basis.

Change of Mind & Advance Payments

If you pay for a session in advance and decide not to proceed:

  • Sufficient Notice: If you cancel your booking with at least 48 hours notice prior to the session time, you are eligible for a full refund or session credit.

  • Unused Service Packages: If you purchase a multi-session package or advance block booking, any unused portion may be refunded on a pro-rata basis if you choose to discontinue therapy, less any administrative or credit card processing fees where applicable.

Consumer Guarantees & Service Delivery

Under the Australian Consumer Law (ACL), services provided by TAO Psychotherapy come with statutory guarantees that cannot be excluded. You are entitled to a remedy if a service fails to meet consumer guarantees—specifically, that services are provided with due care and skill, fit for purpose, and delivered within a reasonable time.

  • Clinical Outcomes Note: While we are committed to delivering evidence-informed, ethical, and high-quality psychological support, therapeutic outcomes depend on complex personal factors and cannot be guaranteed. A lack of specific clinical outcome or personal insight does not constitute a failure of service delivery under consumer law.

  • Service Issues: If you believe a service was not delivered with appropriate professional care and skill, please notify us as soon as possible with details of your concern.

Available Remedies

  • Major Failures: If a service experiences a major failure under ACL guarantees, you may cancel the service agreement and receive a refund for the unused portion, or seek compensation for the reduced value of the service.

  • Minor Failures: For failures that are not major, we will work with you to re-perform or remedy the service (e.g., offering a replacement session) or provide an appropriate fee adjustment.

How to Request a Refund or Remedy

To request a cancellation, reschedule, or service remedy:

  1. Contact us in writing at tristan@tao-psychotherapy.com.au, or if you booked a session via TidyCal, visit your booking confirmation email.

  2. Provide details of your booking, the date of the session, and the reason for your request.

  3. Approved refunds will be processed via the original payment method (e.g., bank transfer or card processor) within 3 to 5 business days.

Contact Information

For questions regarding booking terms, cancellations, or fee adjustments:

TAO Psychotherapy

Email: tristan@tao-psychotherapy.com.au

Last reviewed: Monday, 7th September 2026