Last updated: 16 July 2025

Payments and Refunds

Fees and Payment Terms

• 1.1      Our Standard fees are communicated with you

• 1.2      To facilitate payment, our finance team will reach out to you via email with the invoice for your child’s appointment(s). This email will include options for payment:  you may either use the bank transfer details provided or follow the payment link to a secure payment page, where you can complete the transaction using a credit or debit card.

• 1.3      Fees for all appointments must be paid within 48 hours of receiving the payment email fromour finance team to confirm the appointment.  If payment is not received within this timeframe, the appointment cancelled and maybe offered to another Client.  If you do not receive the email from our finance team, please notify our administration team, who can resend the email or provide an alternative payment method.

• 1.4      If full payment is not received prior to the appointment, the remaining balance must be paid immediately. We reserve the right to charge late payment fees in accordance with applicable law.

Cancellation

• 2.1      We understand that there may be occasions where you need to cancel your child’s appointment. If a cancellation is necessary, we request that you provide 48 hours notice by telephone or email. Unfortunately, in some cases, a cancellation fee may be applied.  The following cancellation terms will then be in effect.
• 2.2      If you cancel with less than 48 hours notice, we reserve the right to charge up to 50% of the fee as a cancellation charge.
• 2.3      We reserve the right to charge up to the full 100% of the fee as a cancellation charge.
• 2.4      In exceptional circumstances our clinical team may consider full refunds at their discretion.  While we do generally regard the fee as non-refundable, please be assured that we endeavour to be fair and flexible whenever possible.

Refunds

• 3.1      Refunds for appointments and assessments , if applicable, will be processed within 7-10 business days from the date of approval.  Refunds will be made using the same method as the original payment, unless otherwise agreed.
• 3.2      If you cancel or reschedule an appointment or assessment with at least 48 hours noticed you may be eligible for a refund, subject to an applicable cancellation fee outlined in our cancellation policy.
• 3.3      Failure to attend a scheduled appointment or assessment without prior notice may result in a forfeited payment, and no refund will be provided.
• 3.4      We strive to provide high quality services. If for any reason you are dissatisfied with your appointment or assessment, please contact us to discuss your concerns. Depending on the circumstances and at the discretion of our clinic team, a refund may be considered.
• 3.5      To request a refund, please contact our administration team, providing details of the appointment or assessment in question.
• 3.6      Certain circumstances such as force majeure events or extenuating circumstances beyond our control, may impact our ability to provide refunds.  In such cases, we will make reasonable efforts to reach a satisfactory resolution, which may include rescheduling or offering alternative services.