Policy Review

CANCELLATION POLICY

Kids First’s highly trained therapists and teachers spend professional time and expertise preparing for your scheduled sessions. If you cancel a confirmed appointment at late notice, it is difficult for us to find a client who can take your place. In line with industry standards, our cancellation policy is strictly enforced so that as many children and families as possible receive a fair opportunity to receive the support they need from our private practice.

Before you visit us for the first time, please ensure that you have read, understood and accepted the Terms and Conditions below. A place for you to submit your acknowledgement is at the bottom of this page.

OUR BUSINESS HOURS

Changes to appointments at Kids First Children’s Services can only be actioned during business hours. Our staff are on hand to accept phone & email messages:

Monday to Friday 8.30am to 5.00pm   
(Exception: Public holidays and during clinic shutdown between Christmas and the first week of January)

Saturday: 8.30am to 2.00pm 
(Exception: Closed during Easter weekend and NSW school holidays)

Our phone number is (02) 9938 5419 and our email address is admin@kids-first.com.au

Please note that Kids First staff do not monitor emails and phone messages when our centre is closed.

Any message you send or leave when Kids First is closed will be retrieved at 8.30am on the next business day. You will incur a cancellation fee if your message is retrieved within the notification time-frames listed below.

CANCELLATIONS: MONDAYS TO FRIDAYS

For appointments scheduled Monday to Friday, Kids First Children’s Services charges a cancellation fee when your change or cancellation is made less than 24 business hours before your session. Cancellations and late changes will be billed at the following rates:

 Changed or cancelled less than 24 business hours before your scheduled appointment
    100% of scheduled fee charged

 Changed or cancelled more than 24 business hours before your scheduled appointment
     No fee charged

E.g.1 – To change or cancel Thursday at 1.30pm
Your by phone call or email must be received by 1.30pm on the Wednesday prior to your appointment to avoid incurring the above cancellation fee.

E.g.2 – To change or cancel Monday at 9.15am (during school term)
Your by phone call or email must be received by 2.30pm on the Saturday prior to your appointment to avoid incurring the above cancellation fee.

E.g.3 – To change or cancel Monday at 9.15am (during school holidays)
Your by phone call or email must be received by 5.00pm on the Friday prior to your appointment to avoid incurring the above cancellation fee.

CANCELLATIONS: SATURDAYS

For appointments booked on Saturdays, the deadline for cancellations is different because of the costs we incur when employing staff at penalty wage rates. When your change or cancellation for a Saturday appointment is made less than 48 business hours before your session, cancellations and late changes will be billed at the following rates:

 Changed or cancelled less than 48 business hours before your scheduled appointment
    100% of scheduled fee charged

 Changed or cancelled more than 48 business hours before your scheduled appointment
     No fee charged

E.g. – To change or cancel Saturday at 8.30am
Your by phone call or email must be received by 8.30am on the Thursday prior to your appointment to avoid incurring the above cancellation fee.

CANCELLATION FEE PROCESS

It is a condition of booking that your credit card details are provided before your first appointment.

** Please note: Should you incur a cancellation fee, this charge will be deducted from your card at the end of the business day on which you or your child failed to attend

APPOINTMENT REMINDERS

You will receive a ‘no reply’ automated reminder text message 72 hours before your appointment. This reminder is a courtesy only. Kids First Children’s Services accepts no liability for:

  • your failure to read the message you receive
  • errors that you make when you record the appointment details for your own reference
  • technical issues that temporarily interrupt our automated SMS system

Kids First’s phones are answered Monday to Friday between 8.30am and 5pm and on Saturdays between 8.30am and 2.00pm (during school terms only)

If you have an inquiry or need to change your child’s appointment at Kids First, please send an email to admin@kids-first.com.au or phone us on (02) 9938 5419 so that we can speak with you personally and advise your child’s therapist or teacher of the change.

IF YOUR CHILD IS SICK

Kids First staff reserve the right to refuse to see children who have a contagious illness that poses a risk to other children and adults.

Please do not bring your child to Kids First is he or she is unfit to attend preschool or school or is unwell because of conditions such as gastroenteritis, conjunctivitis, continuous coughing or yellow/green discharge from the nose or mouth (or others listed in NSW Department of Education & NSW Department of Health guidelines)

Should a session not be able to proceed because your child is unwell, you will incur a cancellation fee as outlined above.

NDIS  OTHER DISABILITY FUNDING

The National Disability Insurance Scheme (NDIS) may cover part, but not all, of your child’s cancellation fee. Please refer to the NDIS website for its most up to date rulings about rebates for cancelled appointments. Cancellation fees are not covered by Helping Children with Autism and Better Start for Children with a Disability funding. If your child accesses therapy under these programs and incurs a cancellation fee, your credit card will be charged in accordance with the policy detailed above.

THIS AGREEMENT

By making a booking at Kids First Children’s Services for yourself or on behalf of a child in your care, you confirm that you are authorised to agree to the terms and conditions outlined above.

We provide our services to you subject to this Agreement.  As is always the case with a binding contract, we encourage you to read this information carefully before making a booking.

Please note that, over time, we may change the terms and conditions of this Agreement, and you will always find the latest version of it here, on our website at www.kids-first.com.au.  If a change is made to this Agreement and you, or a child in your care, continues to access our services, you will be considered to have accepted any changes that apply to the Agreement between us

Should you have any questions, please feel free to contact us on (02) 9938 5419 before your first appointment.

A member of our team will be happy to speak with you and we would much prefer that you have the opportunity to be fully informed and confident about our processes before you visit us for the first time.

Please sign below and return this document to Kids First Children’s Services at least 48 hours prior to your first appointment.

CANCELLATION POLICY ACCEPTANCE

  • I have read, understood and agree to Kids First Children’s Services’ cancellation policy