Our Policies and Procedures

Cancellation and Make-Up Policy

from 1st January, 2023

• Consistency of attendance is essential to the success of any PosAbility program. To enable us to provide regular session times, our staff are also scheduled for the term. Therefore, our educational intervention programs are booked as one service for the term, in packs of 10, 20 or 30 sessions
• We do not provide refunds or credit for any cancellation, including those due to illness, misadventure or planned absence due to school excursions or clashes.
• We understand that during the term, there may be instances due to illness or other commitments, when your child may be unable to attend a scheduled appointment. We do provide make-up credit vouchers for up to two sessions per term. These make-up sessions must be booked within six months of the cancellation. We cannot guarantee availability for make-up sessions during term time but will prioritise make-up sessions for the school holiday periods. Make-up sessions may be with an alternative staff member, where the regular consultant is not available.
• In the case of staff absence, the session will proceed with an alternative consultant. Where a consultant of appropriate experience or expertise is not available and a make-up session is not available during the term, a credit will be applied to the client’s account or refund given at the end of the term.
• Due to the high demand on our services and inconvenience to our consultants when an appointment is cancelled, a minimum of 4 hours notice is required for a make-up credit to be applied.
• If less than 4 hours’ notice is given, there is no make-up credit or refund provided for that session.
• For Psychology, Occupational Therapy and Speech Therapy sessions, a cancellation fee of $65 will be charged for notice given between 4 and 24 hours. If less than 4 hours notice is given, 100% of the fee will be charged.
• For Assessments, for cancellations with less than 24 hours notice, a $100 cancellation fee applies.
• Cancellations must be made via phone call to our office number during normal business hours (94204101) or outside of these ours, through sending an email to admin@posability.com.au
• Due to a high demand for morning and after school timeslots and the need to maintain consistency and continuity in service provision, when cancellations exceed more than three sessions in a term, the service provider reserves the right to offer the timeslot to a family on the waiting list.