top of page

How the Pre-Payment process works...

  • Invoices will be issued 1 week before your appointment.

  • Payment is due 72 hours (3 days) before the appointment.

  • For last-minute bookings (within 3 days of the appointment): We will send the invoice as soon as the appointment is confirmed, with payment expected as soon as possible before the appointment.

This provides:

  • A clear payment window

  • 48 hours for cancellation or rescheduling

  • 24 hours for admin to follow up or fill the slot if needed

For Example:

  • Your appointment: Friday at 10:00 AM

  • Invoice issued: The Friday before

  • Invoice due: Tuesday at 10:00 AM

Our Prepayment Policy

We’ve made the decision to implement pre-payment for appointments to support both our clients and our team.

To support our neurodivergent team by reducing administrative stress & cognitive load.

Fairness for all clients with payment sorted ahead of time.

  • There’s no last-minute stress, Everyone gets equal access to appointment availability.

  • It helps ensure reliable, uninterrupted care.

Support timely cancellations & rescheduling knowing in advance which appointments are confirmed allows us to:

  • Honour our 48-hour cancellation policy fairly.

  • Offer available slots to other clients in need. Keep our calendar running smoothly and efficiently.

Supporting our Clients

We understand that remembering deadlines and handling admin tasks in advance can be a real challenge, especially for those managing executive dysfunction, burnout, or other mental health needs.

  • Clear Due Dates: All invoices will now clearly display the payment due date.

  • Timely Reminders: We'll send email and SMS reminders to help you stay on track.

  • Let’s Work Together: We understand everyone has different needs. If something about the process isn’t working for you, get in touch and we’ll explore reasonable options together.

  • Trust-Based Approach: If you’ve shown consistent reliability, we will be understanding if you are not always be able to pay exactly 3 days in advance.

  • Optional automatic debit Pre-Payment System: Want less admin? Approve card pre-payment and we’ll handle billing seamlessly.

​

Appointment Types and Prepayment

Self Managed Clients:

  • We understand timing is important for claiming.

  • If you need assistance with claiming your invoice prior to the date of the appointment, please reach out and we can assist you where we can!

Plan Managed Clients:

  • Nothing will change for billing. We will send your invoice on the day of your appointment to your plan manager.

Medicare Clients:

  • Medicare rebates will still be processed on the day of your actual appointment, as per standard rules.

​

​

What about Pro-rata charges?

Before Your Appointment:

  • You'll pre-pay the standard session fee based on your booked appointment length.

 

After Your Appointment:

If your session runs over time, we’ll:

    • Add the additional time fee to the same invoice as your pre-payment

    • Clearly label it as an additional pro-rata charge

    • Send the updated invoice for your records

 

Payment

  • The extra amount will need to be paid promptly after the appointment, in line with our usual payment terms.

​

​

FAQ

What if I want you to charge my card?

Just let us know! We can charge your card for pre-payment just like we used to. If there is ever an issue with your card- we will let you know to update it.

​

 

What if I’m waiting for funding or reimbursement (e.g., NDIS)?

We are happy to make arrangements if you have been consistently paying on time in the past to assist you.

​

 

What if I forget to pay before the due date?

No worries- we’ll send a friendly reminder. If payment isn’t received we will attempt to contact you or charge your card on file. If we do not hear back, we may offer your time slot to someone else unless you contact us.

​

 

Can I still cancel or reschedule my appointment?

Yes! Our 48-hour cancellation policy still applies. Cancel or reschedule with more than 48 hours’ notice and your pre- payment will carry over.

​

 

What if I have a recurring appointment?

You’ll receive invoices ahead of each session as usual. If you need a different arrangement, let us know — we’ll do our best to accommodate.

bottom of page