Bookings and Cancellation Policy

To be eligible for any Medicare Rebates please contact your GP to obtain a mental health care plan. Please ensure this plan is addressed to us and includes the number of allocated sessions from your GP.

When booking a Session with us for the first time, you will need to register an account and enter your details on our website via the bookings section on our website, you will then be contacted by us to book in your Initial Session.

Any subsequent sessions onwards, we can use our online booking platform to directly manage your appointments

After accepting your initial Session or making a Booking Request, you will be sent an email confirming your Session details, as well as a confirmation reminder for your Session 48 hours in advance via email and text.

You will be required to pay a refundable deposit of 30% of the Fees at the time of your Booking Request or the time you accept your initial Session, you must pay this deposit within 48 hours of this time or your Session will be cancelled. Calm Sanctuary requires you to provide your card payment details on our secured platform which your data is not visible to us. This card will be stored with authority to charge for your deposit, session, late cancellations and no-shows.

Your deposit will be refundable until 48 hours before your Session, at which point it will be held in order to cover any no-show or late cancellation.

If you prefer, you may keep this deposit on your account for future use and pay the Fees for each Session in full after each Session. Alternatively, you may pay this deposit each time you make a Booking Request.

The remaining payment for your session will be automatically processed at 9am on the morning of your appointment.

We understand that sometimes plans change. If you need to cancel or reschedule your appointment, please let us know as soon as possible.

If you cancel or reschedule your appointment 24 hours or more before your scheduled appointment:

• You will not be charged a cancellation fee.

• Any deposit you have paid will be refunded in full.

If you cancel your appointment less than 24 hours before your scheduled appointment, or do not attend your appointment:

• Your deposit will not be refunded.

• You will be charged the full appointment fee.

• Your next appointment may require full payment at the time of booking.

These fees apply because your appointment time has been reserved exclusively for you and cannot usually be offered to another client at short notice.

Rescheduling your appointment

Existing clients can reschedule their appointment through the online booking portal or by contacting our team.