Cancellation policy
Appointment cancellations and reschedules
General principles
Drive On Therapy may occasionally cancel a scheduled appointment due to unforeseen circumstances. On such occasions the client will not be charged, and every effort will be made to schedule a new appointment at a time suitable.
The client will not be charged or will be issued a refund by Drive on Therapy for a scheduled service if they cancel with more than two (2) clear business days notice. This is referred to as a long notice cancellation.
Where the client provides us with a short notice cancellation, Drive On Therapy will claim 100% of the fee associated with the service. This fee includes session preparation, travel, direct (face-to-face) therapy time, case noting and reporting that was associated with the scheduled service. A short notice cancellation is considered the following:
- Failing to attend a scheduled appointment at the agreed location, within a reasonable timeframe
- Providing less than two (2) clear business days’ notice to reschedule or cancel an appointment
- You are unwell within two (2) clear business days before an appointment.
Health and well-being
We work with many people in the community, including those who are immunocompromised or more vulnerable to illness. Working in a vehicle is a closed environment where the risk of transmission may be greater, and therefore we do all we can to promote the health and well-being of our team and clients.
Please contact us immediately if you are feeling unwell, and have a scheduled appointment on the same day or coming days. An example of symptoms to report include:
- Cold or flu symptoms such as a cough, sore through or a runny nose
- Nausea, vomiting or diarrhoea
- Fever.
The earlier you can let us know, the better to avoid a short notice cancellation fee for services. We will reschedule your appointment to a later time when you have recovered. Cancellation fees will otherwise apply if you are unwell within two (2) business days of the
scheduled appointment.
Drive On Therapy may elect to cancel or shorten a scheduled appointment if the occupational therapist has concerns regarding the health and well-being of the client. In this event the short notice cancellation policy applies where the full charge for services will be applied.
Please see the following examples below.
No charge
Kate had an Occupational Therapy Driving Assessment scheduled for Thursday at 1pm.
Kate developed a fever and nausea on Monday afternoon. Kate phoned Drive On Therapy to advise and her assessment was rescheduled for the following week. Kate was not charged for the session because she cancelled it with more than two (2) business days’ notice.
Charge incurred
Simon had an Occupational Therapy Capacity Building session scheduled for 11am on Monday.
Simon became unwell on Friday afternoon with cold and flu symptoms and contacted Drive On Therapy to advise. Because his session was scheduled within two (2) business days, it could not go ahead. This cancellation therefore becomes short-notice and the full fee for the session was applied. The session was rescheduled for the following week when Simon had recovered.