Cancellation Policy
Mat & Chat reserves the right to recover 100% of the fee associated with an appointment or service where a client has provided a Short Notice Cancellation (this is inclusive of travel and any documentation preparation). While Mat & Chat acknowledges that unexpected events may arise, when a client cancels without providing adequate notice, it prevents another client from receiving a service. This cancellation policy endeavours to respect the time commitment of all involved and considers fairness to both business demands and the clients who would otherwise have requested a service.
An Adequate Notice Cancellation is defined by the NDIA as cancellation with more than seven (7) clear business days’ notice. However, in the interest of leniency Mat & Chat has set this at 48 hours from your scheduled appointment time. If requiring a cancellation, the client/client representative may request a cancellation in writing (text or email) prior to 48 hours from the scheduled appointment. An Adequate Notice Cancellation will attract no charge. If a request for cancellation is received within the 48-hour window of the scheduled appointment time, this will be received as a Short Notice Cancellation.
A Short Notice Cancellation or non-attendance occurs if the client:
has given written notice (text or email) less than 48 hours prior to the scheduled appointment time.
is not present for a scheduled appointment within a reasonable timeframe (10 mins); or
presents for the appointment evidently unwell. As the provider has a duty of care to consider the wellbeing of all clients, they cannot knowingly continue on to following appointments. The provider will need to cease the appointment immediately.
PLEASE NOTE: If you or anyone in your household is unwell or experiencing any suspected symptoms of COVID 19, it is required that you cancel your appointment at your earliest convenience to reduce the spread of infection.
Where multiple cancellations or non-attendance occur in a 3-month period, Mat & Chat will initiate contact with the client/client representative to confirm that the supports being provided are best suited to the needs of the client. Should Mat & Chat need to cancel or reschedule an appointment due to operational reasons (e.g., a previous appointment exceeds allotted time, illness, family emergency, traffic accidents etc.), the client/client representative will be notified as soon as possible.
While we try to teach our children all about life, our children teach us what life is all about.
— Angela Schwindt