At Jireh Wellbeing, appointment times are reserved exclusively for each client. We understand that unforeseen circumstances can arise and we aim to be as flexible as possible. However, cancellations and changes at short notice impact both our therapists and other clients waiting for appointments.

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Booking Appointments

• Appointments are confirmed once they have been agreed with your therapist or the practice and the client receives the invoice for the booked appointment.

• Clients are responsible for attending appointments at the agreed date and time.

• Payment is due no later than 48 hours before the appointment unless otherwise agreed in writing.

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Cancelling an Appointment

• Appointments cancelled with more than 48 hours' notice can be rescheduled without charge.

• Appointments cancelled with less than 48 hours' notice will incur the full session fee.

• Failure to attend an appointment without notice ("Did Not Attend") will incur the full session fee.

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What Constitutes a Cancellation?

An appointment will be considered cancelled when a client, parent/carer, or authorised representative informs the therapist or practice that they are unable to attend the scheduled appointment.

Examples include:

• "I can't make today's session."

• "I need to cancel today's appointment."

• "Can we move today's session to another day?"

• Any communication indicating that the client is unable to attend the agreed-upon appointment time.

Once such communication has been received, the appointment will be treated as cancelled.

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Requests to Attend Following a Cancellation

If a client subsequently becomes available after cancelling an appointment, the original appointment slot will remain cancelled.

Attendance following a cancellation is not automatic and requires a new appointment booking.

Where availability permits, a therapist may offer:

• An alternative appointment later that week; or

• An appointment at a future available date and time.

Any new appointment is subject to therapist availability and confirmation by the therapist or practice.

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Late Arrivals

• Clients arriving late will still finish at the scheduled end time.

• Full session fees remain payable regardless of the amount of time attended.

• If a client is more than 15 minutes late without contact, the therapist may treat the appointment as a non-attendance.

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Therapist Cancellations

In the unlikely event that a therapist needs to cancel an appointment:

• Clients will not be charged.

• An alternative appointment will be offered as soon as possible.

• Where appropriate, a refund will be issued for any payment already made.

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Exceptional Circumstances

We recognise that emergencies can occur. Requests to waive a cancellation fee due to exceptional circumstances may be considered at the discretion of Jireh Wellbeing. Any decision to waive a fee on one occasion does not create a precedent for future appointments.

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Parent, Carer and Representative Communication

Where a parent, carer or representative is responsible for arranging appointments, making payments or communicating with the practice on behalf of a client, they will be required to agree to this policy by signing a contract between themselves, the client and the therapist.

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Outstanding Fees

Jireh Wellbeing reserves the right to:

• Suspend future appointments until outstanding fees have been paid.

• Require payment in advance of future appointments.

• Decline future appointments where cancellation policies are repeatedly breached.

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Agreement

By booking and attending appointments with Jireh Wellbeing, clients and any financially responsible parent/carer acknowledge that they have read, understood and agree to this Cancellation & Appointment Policy.

 

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