Our Prepayment Policy
We’ve made the decision to implement pre-payment for appointments to support both our clients and our team.
Invoices are sent out one week before your scheduled appointment.
Payment is due 72 hours (3 days) before the appointment.
If you book within 3 days of the appointment, an invoice is sent as soon as the appointment is confirmed, and payment is expected before the appointment.
This structure is designed to give a clear payment window that supports:
48 hours for cancellation or rescheduling without penalty
24 hours for the team to follow up or try to fill the appointment slot.
Very Helpful Chats recognises that managing payment deadlines and admin tasks can be challenging; especially for people with executive function difficulties, burnout, or mental health needs. To help:
-
Invoices will clearly show due dates.
-
Email and SMS reminders are sent to help prompt payment.
-
They’re open to discussing flexible arrangements if the standard process isn’t working well for you.
-
A voluntary automatic debit pre-payment system is offered to minimise admin for clients who want it.
-
-
Self-Managed NDIS clients: Can contact the clinic if they need help coordinating claiming with payment timing.
-
Plan-Managed NDIS clients: Nothing changes for billing; invoices go straight to the plan manager on the day of the appointment.
-
Medicare clients: Medicare rebates are still processed as usual on the day of the appointment.
-
Before your appointment, you pre-pay the standard session fee based on your booked appointment length.
If your actual session runs over time:
The extra time is added as a pro-rata charge on the same invoice.
The updated invoice will clearly label the additional time fee.
The extra amount is expected to be paid promptly after the appointment under the usual terms.
Q: Can you charge my card automatically?
Yes: if you let our admin team know, they can charge the card they have on file for prepayment; they’ll let you know if there’s an issue.
Q: What if I’m waiting for funding or reimbursement (NDIS, Medicare, etc.)?
We may make arrangements if you have a strong record of paying on time.
Q: What if I forget to pay by the due date?
They’ll send reminders; if payment still isn’t received, they might contact you or charge your card. If they don’t hear back, they may offer your slot to someone else unless you get in touch.
Q: Can I still cancel or reschedule?
Yes: the 48-hour cancellation policy still applies. If you cancel with at least 48 hours’ notice, your prepayment will carry over to a new appointment.
Q: What about recurring appointments?
You’ll receive invoices ahead of each session as usual, but different arrangements can be discussed if needed.