At Accomplish Speech Pathology, we are committed to delivering high-quality, personalised care. We understand that sometimes circumstances change, and it may be necessary to cancel, reschedule, or request a refund for services. Our refund policy has been designed to be fair, transparent, and consistent with Australian Consumer Law, NDIS requirements, and ethical practice standards.
This policy applies to all clients, including private clients, plan-managed and self-managed NDIS participants.
Cancellations and Missed Appointments
We kindly ask that you provide at least 24 hours’ notice if you need to cancel or reschedule your appointment. Cancellations with sufficient notice help us offer the appointment to others on our waiting list and ensure efficient use of clinical time.
- Cancellations made more than 24 hours before your appointment will not incur any fees.
- Cancellations made within 24 hours of the scheduled session may be charged up to 100% of the scheduled fee.
- Non-attendance or “no-shows” without notice will also incur the full session fee, including any applicable travel charges for mobile visits.
We understand that unexpected situations arise (e.g., illness, emergencies), and we take a compassionate approach. Please contact us as early as possible to discuss individual circumstances.
Refunds for Prepaid Services
If you have prepaid for services (including assessment sessions, therapy packages, or reports), the following applies:
- If services are cancelled in advance, unused sessions may be refunded in full or credited toward future services, depending on your preference.
- If part of a service has been delivered, only the unused portion will be considered for refund.
- Refunds will be processed within 10 business days of approval.
- Refunds are returned to the original method of payment, or via bank transfer upon written agreement.
Please note that fees for services already rendered (including consultations, assessments, reports, or therapy sessions) are not refundable.
NDIS-Funded Services
For NDIS participants, our refund process complies with the NDIS Pricing Arrangements and Price Limits guidelines:
- If a service is cancelled late or unattended, and a cancellation fee is charged, this is done in line with NDIS rules.
- For plan-managed or self-managed participants, any overpayments or errors will be promptly reviewed and corrected.
- If funding ceases or changes due to plan expiry or reassessment, we will work with you to transition services and resolve any billing issues transparently.
We do not charge for cancellations when services are cancelled due to unexpected hospitalisation or major health events, provided we are informed as soon as possible.
How to Request a Refund
If you believe you are eligible for a refund or billing correction, please contact us in writing via email at admin@accomplishspeech.com with:
- Your name and contact details
- The date(s) and type(s) of service
- The reason for the refund request
Our team will acknowledge your request within 2 business days and aim to resolve the matter within 10 business days. If you are not satisfied with the outcome, we will provide information on how to escalate your concern through our complaints process.
Commitment to Fairness
At Accomplish Speech Pathology, we value open communication and ethical care. Our refund and cancellation policy is designed to protect both our clients and our clinicians, ensuring our services remain accessible and sustainable.
Thank you for your understanding and cooperation.