Policy Review

CANCELLATION POLICY

At Kids First we are passionate about helping children to thrive and not just cope.

Late changes and ‘no shows’ not only affect our therapists’ workloads but also interrupt children’s progress and prevent other families from accessing  support.

In line with industry standards, Kids First’s cancellation policy is strictly enforced so that as many children as possible receive a fair opportunity to get the help they need from our private practice.

We appreciate your understanding.

CANCELLATION DEADLINES & FEES

When you advise us of changes before 4.00pm on the business day before your scheduled appointment, you will not be charged a cancellation fee.

Changes or cancellations made after 4.00pm on the business day prior to your scheduled appointment, incur a cancellation penalty equal to 100% of the scheduled fee.

PLEASE NOTE

Should you incur a cancellation fee, payment must be made directly to Kids First Children’s Services on the day of the affected appointment.

You may elect to pay this fee over the phone, or Kids First will debit the credit card that you provided during your child’s intake for the amount that you owe.

This transaction will take place by 5.00pm and a receipt will be emailed to you.

KIDS FIRST BUSINESS HOURS

Kids First is open Monday to Friday from 8.30am until 5.00pm

During school term only, Kids First is open on Saturdays from 8.30am until 2.00pm

Kids First is not open on Sundays or Public Holidays.

RE-SCHEDULING OPTIONS

If you cancel an appointment after 4.00pm on the business day before your child’s appointment, we will do all possible to re-schedule your missed appointment within that week. (subject to therapist availability)

If you accept an alternate appointment in the same week as your original booking, the cancellation fee will be waived.

If your therapist’s schedule is full for the rest of the week or you decline the alternatives we offer you, the cancellation fee will be incurred.

If you accept a re-scheduled appointment and subsequently cancel it, you will be charged the original 100% cancellation fee.

APPOINTMENT REMINDERS

If you have provided us with your current mobile telephone number, you will receive an automated SMS to remind you of your child’s appointments. Please note that you cannot reply to this SMS.

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 phone us on (02) 9938 5419 so that we can speak with you personally and advise your child’s therapist of the change.

ANSWERING MACHINE MESSAGES

If you leave a message on Kids First’s answering machine or voicemail outside of the above business hours, it will not be received until 8.30am on the following business day.

Please note that regardless of when the message was left by you, if your message is received on the day of your child’s appointment, the above fee will be incurred.

CHILDREN WHO ARE UNWELL

All Kids First staff follow strict guidelines to maintain a high standard of hygiene.

Children who are unfit to attend pre-school or school due to any contagious illness e.g. gastroenteritis, conjunctivitis, continuous coughing or yellow/green discharge from the nose or mouth should not attend therapy (as per NSW Department of Education and NSW Department of Health guidelines) as their illness poses a risk to other children and our staff.

CHILDREN WITH NDIS & OTHER EARLY INTERVENTION FUNDING

If your child’s therapy is managed and funded by the NDIS, you are eligible for some support in the event you incur a cancellation fee. The NDIS will cover 90% of the cost of up to six (6) hours of late notice cancellations, with the balance of the account to be paid by you as above.

Cancellation fees are not covered by Helping Children with Autism or Better Start for Children with Disability funding. If your child receives funded therapy and incurs a cancellation fee, your credit card will be charged for 100% of the scheduled fee in accordance with the policy detailed above.

CANCELLATION POLICY ACCEPTANCE

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