Refunds & cancellations.
Clearly explained.
We understand that plans can change. This policy explains the notice required when cancelling an appointment, the fees that may apply, and how eligible refunds are processed.
All appointments at SHM require full payment at the time of booking. We do not accept deposits or partial payments.
Individual appointment
cancellation fees.
These notice periods apply to individual counselling, psychotherapy, EMDR, spiritual care and individual clinical supervision sessions.
| Notice given | Cancellation fee | Refund of prepaid fee |
|---|---|---|
| At least 48 hours before the appointment | 0% | Full session fee refunded, or rescheduling by arrangement. |
| From 24 hours to less than 48 hours | 50% | 50% of the prepaid session fee is refundable. |
| Less than 24 hours before the appointment | 100% | No refund of the session fee ordinarily applies. |
| Failure to attend without notice | 100% | No refund of the session fee ordinarily applies. |
Notice is calculated from the time SHM receives your cancellation request to the scheduled start of your appointment in Melbourne local time. Cancellation fees remain subject to applicable law and any relevant exceptional circumstances.
Additional notice
for group bookings.
Group supervision, training workshops and onsite services require a longer cancellation notice period.
| Notice given | Cancellation fee | Refund of prepaid fee |
|---|---|---|
| At least 4 business days before the service | 0% | Full applicable prepaid fee refunded, or a change arranged if available. |
| Less than 4 business days, including non-attendance | 100% | No refund of the applicable service fee ordinarily applies. |
Business days mean Monday to Friday, excluding Victorian public holidays. These conditions are subject to Australian Consumer Law and any written service-specific arrangements agreed with SHM.
How your refund
is processed.
If a refund is due, we aim to keep the process clear and straightforward.
Send Your Request
Email info@theshm.com.au with your name, appointment date and time, and whether you wish to cancel or reschedule.
Review & Confirmation
SHM reviews the notice period and applicable cancellation terms, then confirms any amount eligible for refund.
Refund Processing
Approved refunds are processed to an appropriate payment method. Card refunds commonly take around 5–10 business days to appear, depending on the provider.
Refund processing time begins after the refund has been initiated. Banks and payment providers may take additional time to display the transaction.
Fair arrangements.
Respectful care.
We recognise that unexpected situations sometimes affect an appointment.
Rescheduling. You may request an alternative appointment. Changes are subject to availability and the notice periods above.
Late arrival. A session will generally still finish at its originally scheduled time. Arriving more than 15 minutes late without contacting SHM may be treated as non-attendance.
Unexpected circumstances. If illness, an emergency or another serious event affects your attendance, contact SHM as soon as reasonably possible. Your circumstances may be considered individually.
If SHM cancels a session. We will contact you to discuss rescheduling or an appropriate refund for a service not provided.
Australian Consumer Law. Nothing in this policy removes or restricts your statutory consumer rights or remedies.
Prepaid 10-session packages
SHM offers a 10% discount on the normal session fee when a package of 10 sessions is paid upfront in one payment.
Package cancellation, rescheduling and unused-session arrangements are subject to the package terms agreed before purchase and applicable consumer law.
Need to change
an appointment?
Please contact SHM as early as possible. Email is preferred for a clear written record of your request.
Contact Smiling Hearts And Minds
Email: info@theshm.com.au
Phone: 0449 521 397
Include your full name, the appointment date and time, and your request. You do not need to send sensitive clinical information in email.
Refund questions,
answered.
A few practical answers before you submit a request.
Is there a $150 booking deposit?
No. SHM requires full payment at the time of booking. No deposit or partial payment is accepted.
What happens if I cancel 36 hours before?
For an individual appointment, a 50% cancellation fee ordinarily applies. The remaining 50% of your prepaid session fee is refundable.
What if I need to cancel because of illness?
Contact SHM as soon as reasonably possible. We can review the circumstances and the applicable policy, including any rights under Australian Consumer Law.
When will I receive a refund?
Once approved and processed, card refunds commonly appear within approximately 5–10 business days. The timing depends on your bank and payment provider.
Here to help you
plan your next step.
If you have questions about fees, appointments, cancellations or refunds, you are welcome to contact SHM.