Fees, Payments & Cancellations Policy

Last updated: 3 June 2026

PURPOSE 

This policy outlines payment expectations, cancellation procedures and management of outstanding accounts to support clear communication, fairness and continuity of care. 

PAYMENT REQUIREMENTS 

Payment for services is required on the day of the scheduled appointment unless alternative arrangements have been agreed to in advance. 

Accepted payment methods may include: 

  • Electronic funds transfer (EFT) 

  • Debit or credit card 

  • Online payment systems 

  • Invoices and receipts will be provided where applicable. 

FEES 

Current fees for counselling and social work services are available:

  • on www.connectedfuture.com.au 

  • upon request 

  • within intake documentation and consent forms 

Fees may be reviewed periodically. Clients will be informed of fee changes in advance where practicable. 

CANCELLATION AND RESCHEDULING 

Clients are encouraged to provide as much notice as possible if they need to cancel or reschedule an appointment. 

The following cancellation timeframes apply: 

More than 48 hours notice 

  • No cancellation fee applies. 

Less than 48 hours notice or non-attendance 

  • Appointments cancelled with less than 48 hours notice, or missed appointments without prior notice, may incur the full scheduled appointment fee. 

Cancellation fees reflect costs associated with reserving appointment times and lost opportunities to offer appointments to other clients. 

Cancellation fees may be reduced or waived at discretion in exceptional circumstances including:

  • medical emergencies 

  • sudden illness 

  • family emergencies 

  • unexpected significant events 

  • other circumstances considered reasonable 

LATE ATTENDANCE 

Clients arriving late may receive a shortened session where required to avoid delays to subsequent appointments. 

The full scheduled session fee will still apply.

Where a client arrives substantially late and the session cannot reasonably proceed, the appointment may be treated as a late cancellation. 

OUTSTANDING ACCOUNTS 

Where accounts remain unpaid: 

  • future appointments may not be booked until outstanding balances are resolved 

  • payment arrangements may be discussed where appropriate 

  • services may be paused where significant outstanding balances exist 

Reasonable efforts will be made to communicate with clients before services are suspended. 

CHILDREN AND YOUNG PEOPLE 

For children and adolescents: 

  • parents or legal guardians are generally responsible for payment arrangements unless otherwise agreed 

  • confidentiality arrangements for young people remain separate from payment responsibilities 

  • payment obligations do not automatically provide access to confidential clinical information 


FINANCIAL HARDSHIP 

Where financial hardship affects a client's ability to meet payment requirements, clients are encouraged to discuss this as early as possible. 

Where appropriate, options may include: 

  • payment arrangements 

  • referral to lower-cost services 

  • alternative supports 

QUESTIONS 

Questions regarding fees, payments or cancellations can be directed to: 

Dilan Kent “Lani”
Email: connectedfuture@outlook.com
Mobile: MOBILE
Website: www.connectedfuture.com.au