Cancellation & Rescheduling Policy

Last updated: August 2026

At North Star Child Therapy, appointment times are reserved specifically for each child, young person, parent or caregiver. Providing adequate notice when an appointment cannot be attended allows the appointment time to be offered to another family.

For appointments booked online, full payment of the appointment fee is required at the time of booking.

For ongoing appointments arranged directly with North Star Child Therapy, an invoice will be emailed prior to the appointment. Full payment is required two business days before the scheduled appointment.

Appointments that remain unpaid after the payment deadline may be cancelled and the reserved appointment time released.

We ask that you provide at least 24 hours' notice if you need to cancel or reschedule an appointment.

If you cancel or reschedule your appointment at least 24 hours before the scheduled appointment time, any payment already made may be refunded or transferred to a rescheduled appointment.

If you cancel or reschedule your appointment with less than 24 hours' notice, the full session fee will apply.

Where the appointment has already been paid, the payment will be retained as the late-cancellation fee. Where payment has not yet been made, the applicable session fee may be invoiced.

If you do not attend your appointment and have not provided notice, the full session fee will apply.

Where the appointment has already been paid, the payment will be retained as the non-attendance fee. Where payment has not yet been made, the applicable session fee may be invoiced.

The 24-hour notice period is calculated from the scheduled start time of your appointment.

We understand that children become unwell and unexpected circumstances can arise. Late-cancellation and non-attendance fees may be waived, refunded or transferred to another appointment at the discretion of North Star Child Therapy in cases of illness, emergency or other exceptional circumstances, or where alternative arrangements have been agreed with North Star Child Therapy.

Where possible, please contact the clinic as soon as you know that you will be unable to attend.

If a late-cancelled appointment can be filled by another client, North Star Child Therapy may choose to waive, refund or transfer the cancellation fee.

If North Star Child Therapy needs to cancel or reschedule your appointment, no cancellation fee will apply.

Any payment already made may be transferred to the new appointment or refunded in full, according to your preference.

If you arrive late, your session may need to finish at the originally scheduled time so that subsequent appointments are not affected. The usual appointment fee will still apply.

Appointments can be cancelled using the cancellation options provided in your booking communications, where available, or by contacting North Star Child Therapy.

If you would like to reschedule an appointment, please contact North Star Child Therapy.

If you are unable to cancel online because your appointment falls within the 24-hour cancellation period, please contact the clinic directly.

This Cancellation & Rescheduling Policy forms part of North Star Child Therapy's terms of service. The policy is provided during the booking and consent process so that clients and families are aware of the payment, cancellation and non-attendance arrangements before commencing services.

By booking or proceeding with an appointment, you acknowledge and agree to the payment, cancellation and rescheduling arrangements outlined above.

Nothing in this policy limits any rights you may have under the Australian Consumer Law.

If you have any questions about this policy or need to cancel or reschedule an appointment, please contact us:

• Email: support@northstarchildtherapy.com.au
• Phone: 0437 597 477
• Address: 35a Bluff Rd, Black Rock VIC 3193
• North Star Child Therapy is an independent practice operating from the premises of Cool Kid Psychology.