Cancellations
At First Step Therapies, we are committed to providing consistent and effective therapy services to all our clients. To maintain a smooth and organised scheduling process, and to protect the integrity and sustainability of our clinic, we have established the following policy regarding session cancellations:
Cancellation of Sessions
• Clients may occasionally need to cancel or reschedule their therapy sessions due to unforeseen circumstances or scheduling conflicts.
• We understand the importance of flexibility in our clients' lives and will accommodate such requests whenever possible, within the parameters of our cancellation policy.
2. Consecutive Cancellations:
• Clients may cancel sessions as needed, subject to our terms and conditions. However, if a client cancels their session more than three (3) times consecutively within the same school term or scheduling period, they may risk forfeiting their session slot for that term.
For non-attended or no-show appointments, cancellation fees apply as per our schedule of fees. Three (3) no-show instances within the same term or scheduling period—whether consecutive or non-consecutive—will also put the client at risk of forfeiting their session slot.
Our administration team will contact clients should this issue arise to understand the circumstances and offer support where possible.
3. Importance of Consistency:
• Consistency in therapy sessions is vital for achieving therapeutic goals and optimal progress.
• Excessive cancellations or rescheduling disrupt the therapeutic process and may affect outcomes.
4. Review and Evaluation:
• Our administration department monitors session cancellations and no-shows.
• If a client reaches the threshold of three consecutive cancellations or no-shows, our team will review the situation to determine if any exceptions or special circumstances apply.
5. Communication with Clients:
• We encourage open and transparent communication between clients and our administration department.
• Clients should promptly inform us of any scheduling conflicts or issues that may necessitate a session cancellation or rescheduling.
6. Mitigation of Forfeiture:
• Clients at risk of forfeiting their session slot due to consecutive cancellations or no-shows may have the opportunity to work with our administration department to find a suitable resolution.
• We will consider factors such as the client's progress, therapeutic needs, and any exceptional circumstances.
7. Avoiding Forfeiture:
• To avoid forfeiting a session slot, clients are encouraged to cancel or reschedule sessions judiciously and responsibly.
• If ongoing scheduling conflicts are anticipated, clients should communicate this in advance to explore alternative solutions.
8. Exceptions and Special Circumstances:
• In cases of emergencies or other exceptional circumstances, exceptions to this policy may be considered on a case-by-case basis.
• Supporting documentation may be required for exception requests.
9. Zero Tolerance for Fraudulent or Manipulative Behaviour
• First Step Therapies maintains a zero-tolerance policy for fraudulent, misleading, or manipulative behaviour intended to avoid payment or circumvent clinic policies.
• This includes, but is not limited to, providing false information, disputing legitimate charges without basis, or engaging in conduct designed to disrupt clinic operations.
10. Appeals and Hardship
• If genuine financial hardship or extenuating circumstances arise, clients may contact the clinic manager to discuss options. All appeals will be handled confidentially, and supporting documentation may be required.
First Step Therapies is dedicated to providing effective therapy services that support our clients in achieving their goals. This policy is designed to ensure fairness, protect staff and clinic resources, and maintain the highest standards of clinical care.
If you have any questions or need to discuss session cancellations or rescheduling, please contact our administration department.
Policy effective from June 2026