Cancellation & Missed Appointment Policy

1. Purpose

Monarch Autism Assessment Pty Ltd (“Monarch”, “we”, “us”, “our”) provides comprehensive diagnostic and assessment services for autism, ADHD, and related neurodevelopmental and learning differences. Our assessments involve significant clinician preparation, dedicated appointment time, and follow-up scoring and report writing.

When an appointment is missed or cancelled at short notice, we are usually unable to fill that time with another client. This policy outlines the notice required to cancel or reschedule an appointment and the fees that apply where adequate notice is not provided. The policy is designed to balance fairness to our clients with the sustainability of our service.

2. Scope

This policy applies to all appointments booked with Monarch Autism Assessment Pty Ltd, including but not limited to:

• Initial intake and consultation appointments
• Diagnostic assessment sessions (autism, ADHD, cognitive, learning, or other)
• Feedback and report delivery sessions
• Follow-up or review appointments

This policy applies whether the appointment is privately funded, NDIS-funded, Medicare-rebated, or funded by another third party.

3. Definitions

• “Appointment” means any scheduled session with a Monarch clinician at our Williams Landing clinic.
• “Assessment Fee” means the total fee quoted to the client at the time of booking for the relevant appointment or assessment package.
• “Business Day” means a day other than a Saturday, Sunday, or public holiday observed in Victoria, Australia.
• “No-Show” means the client does not attend the scheduled appointment and has not provided any notice of cancellation.
• “Short-Notice Cancellation” means a cancellation made less than 24 hours before the scheduled appointment.

4. Notice Periods and Fees

The following cancellation fees apply, based on the notice provided in advance of the scheduled appointment start time:

5. Late Arrival

If a client arrives more than 15 minutes after the scheduled appointment start time, the clinician may, at their discretion:

• Proceed with a shortened appointment without changing the fee; or
• Reschedule the appointment, in which case the cancellation policy in section 4 will apply.

Assessment quality and validity depend on the clinician having sufficient time. We reserve the right to reschedule rather than proceed with a shortened session where doing so would compromise assessment integrity.

6. Rescheduling

Where possible, we encourage clients to reschedule rather than cancel an appointment. Rescheduling requests are subject to clinician availability and the notice periods in section 4.

Appointments may be rescheduled once at no cost where more than 3 Business Days’ notice is provided. Repeated rescheduling of the same booking, or rescheduling at short notice, may attract a partial fee at our discretion.

7. Illness, Emergencies, and Exceptional Circumstances

We recognise that genuine illness and unforeseen emergencies do occur. If you, your child, or a member of your household is unwell on the day of your appointment, please contact us as early as possible. Attending a clinical appointment while unwell can compromise assessment results and put others at risk.

We may, at our discretion, waive or reduce cancellation fees in cases involving:

• Acute illness affecting the client or a household member
• Family bereavement
• Medical emergencies
• Other unforeseen serious circumstances beyond the client's reasonable control

Supporting documentation (for example, a medical certificate) may be requested to support a waiver. The decision to waive or reduce a fee rests with Monarch and will be applied consistently and reasonably.

8. Cancellations Initiated by Monarch

In the rare event that Monarch needs to cancel or reschedule an appointment (for example, due to clinician illness, unforeseen circumstances, or operational reasons), we will:

• Notify the client as early as practicable
• Offer the next available alternative appointment with the same or another suitably qualified clinician
• Not charge any fee for the rescheduled appointment
• Provide a full refund of any amounts already paid if a suitable alternative cannot be agreed

9. NDIS Participants

Where appointments are funded under the National Disability Insurance Scheme (NDIS), cancellation charges will be claimed in accordance with the current NDIS Pricing Arrangements and Price Limits and the NDIS Pricing Arrangements for Specialist Disability Accommodation, as amended from time to time by the National Disability Insurance Agency (NDIA).

In summary, the NDIA currently permits registered providers to claim a short-notice cancellation fee where:

• The participant does not attend the scheduled appointment within a reasonable time, or is not present at the agreed place; or
• The participant cancels the appointment with less notice than required under the current NDIS rules.

The notice period and maximum fee claimable are determined by the current NDIS Pricing Arrangements. Where the NDIS-permitted fee is less than the fee that would otherwise apply under section 4 of this policy, the NDIS-permitted fee will apply to NDIS-funded appointments.

10. How to Cancel or Reschedule

To cancel or reschedule an appointment, please contact us as soon as possible using one of the following methods:

• Phone: (03) XXXX XXXX
• Email: assessment@monarchautism.com.au

Cancellation requests are deemed received from the time they are acknowledged by our team during our standard operating hours (Monday to Friday, 9:00 AM - 5:00 PM, excluding public holidays). Messages received outside business hours will be processed on the next Business Day.

We strongly recommend providing notice in writing (by email) so there is a clear record of the time and date the cancellation was communicated.

11. Payment of Cancellation Fees

• Cancellation fees will be invoiced separately following the missed or cancelled appointment.
• Invoices are payable within 7 days of issue.
• Future appointments may not be booked while a cancellation fee remains outstanding.
• Where a deposit or pre-payment has been made, the applicable cancellation fee may be deducted from the amount held, with the balance refunded.

12. Acknowledgement

By booking an appointment with Monarch Autism Assessment Pty Ltd, the client (or their parent, guardian, or authorised representative) acknowledges that they have been made aware of this policy, understand its terms, and agree to be bound by it.

A copy of this policy is published on our website, provided at the time of booking, and available on request.

13. Policy Review

This policy will be reviewed annually, or earlier if required by changes to NDIA pricing arrangements, Medicare rules, or applicable legislation. The most current version available on our website supersedes all earlier versions.

Contact

If you have any questions about this policy, please contact: