Fees, Cancellation & Refund Policy

1. Purpose

This policy sets out the fees applicable to services provided by Fields of Hope Counselling, together with the terms governing cancellation, non-attendance, and refunds. Transparent fee and cancellation terms protect both clients and practitioners and ensure the sustainability of the Practice.

2. Schedule of Fees

Current fees for Fields of Hope Counselling services are set out below. All fees are in Australian dollars (AUD) and are inclusive of GST where applicable.

Fees are reviewed annually. Clients will be given a minimum of 14 days' written notice of any fee changes.

3. Payment Terms

3.1 When Payment is Due

• Payment is processed automatically at the time of booking via Halaxy's Auto Payment feature, using the payment method held on the client's file, unless a written alternative arrangement has been agreed with the Practice Principal.
• A confirmation invoice is emailed to the client once payment has been received, confirming that payment has been made.
• Bookings may not be confirmed where a valid payment method is not held on file, unless a prior written arrangement is in place.

3.2 Accepted Payment Methods

The Practice processes payment via Halaxy's Auto Payment feature, using the credit or debit card held on the client's Halaxy file. In exceptional circumstances, other payment methods such as direct bank transfer will be accepted where a written arrangement is in place.

Confirmation invoices and receipts are issued automatically upon payment. It is the client's responsibility to retain receipts for any applicable private health insurance or tax purposes.

3.3 Medicare and Private Health Insurance

Fields of Hope Counselling does not currently bulk-bill or accept Medicare rebates. Clients are responsible for the full session fee. Please check with your private health insurer regarding eligibility for rebates on counselling services — many funds recognise ACA and PACFA-registered counsellors under "counselling" or "mental health" extras. The Practice can provide receipts to support private health claims where applicable.

4. Cancellation and Rescheduling Policy

The Practice requires advance notice of cancellations to allow appointments to be offered to other clients. The following cancellation terms apply:

Cancellation fees reflect the loss of appointment time that cannot be reallocated on short notice. Where a session fee has already been collected via Halaxy Auto Payment at the time of booking and a cancellation fee of less than 100% applies, the balance will be refunded in accordance with Section 6.

4.1 How to Cancel or Reschedule

• To cancel or reschedule, contact the Practice by phone on (02) 9159 6043 or by email at admin@fieldsofhope-counselling.com.au.
• Cancellations made outside business hours will be recorded as received at the start of the next business day unless a voicemail or email timestamp can confirm the time of contact.

4.2 Practitioner-Initiated Cancellations

Where the Practice is required to cancel or reschedule a session:

• The client will be notified as early as practicable.
• No cancellation fee will be charged to the client, and any amount already collected via Halaxy Auto Payment will be refunded or credited to the rescheduled session at the client's preference.
• The session will be rescheduled at a mutually convenient time.

4.3 Repeated Cancellations

Repeated short-notice cancellations or non-attendance may affect the continuation of services. The practitioner will discuss this with the client and a mutually agreed plan will be developed. In exceptional circumstances, the Practice reserves the right to discontinue services where repeated cancellations prevent effective therapeutic engagement.

5. Late Arrivals

If a client arrives late to a session, the session will end at the scheduled time and the full session fee will apply. The practitioner will not extend sessions to compensate for late arrival, as this may impact subsequent appointments.

6. Refund Policy

• Fees paid via Halaxy Auto Payment at the time of booking for sessions cancelled with 48 hours or more notice will be refunded to the original payment method, or applied as a credit to a future session at the client's preference.
• Cancellation fees charged in accordance with this policy are not refundable.
• Refunds will be processed within 5–7 business days via the original payment method.
• In exceptional circumstances (e.g. documented medical emergency), the Practice Principal may exercise discretion to waive or partially refund cancellation fees. Such decisions are final.

7. Outstanding Accounts and Debt Recovery

• Where Halaxy Auto Payment fails at the time of booking (e.g. an expired or declined card), the client will be notified promptly and asked to update their payment details before the booking is confirmed.
• Outstanding balances will be followed up by the Practice within 7 days of the due date.
• Where an account remains unpaid after 30 days, services may be suspended until the account is settled.
• The Practice reserves the right to refer persistent outstanding accounts to a debt recovery service. Clients will be notified before this step is taken.

8. Hardship

The Practice recognises that financial hardship can arise. If you are experiencing genuine financial difficulty, please speak confidentially with your practitioner or the Practice Principal to discuss available options, including alternatives to Halaxy Auto Payment. Reduced fee arrangements or payment plans may be available at the Practice's discretion.

9. Review

This policy will be reviewed annually. Fee schedules will be updated as required. All changes will be communicated to current clients in writing with at least 14 days' notice.