Terms & Conditions.
Cancellation Policy.
Clear information helps you understand what to expect when booking, changing or cancelling an appointment with Smiling Hearts And Minds (SHM).
We recognise that circumstances can change unexpectedly. These terms explain how payments, cancellations, rescheduling and refunds are managed, while respecting the commitments of both clients and practitioners.
Please review this policy before booking and paying for a service.
Full payment.
Before your session.
Your booking is secured only after payment has been received and confirmation has been issued.
Payment at booking. The full appointment fee is payable when you make your booking, before the scheduled session takes place.
No deposits or partial payments. SHM does not use a deposit system or collect a remaining balance on the day of the appointment.
Appointment confirmation. An appointment is confirmed once the complete fee has been received and the booking has been confirmed by SHM or the booking system.
What the fee covers. The amount paid covers the booked appointment for its agreed duration. No additional standard session fee is payable when the appointment proceeds as scheduled.
Additional services or time. Any proposed extra services or extended session time and their fees will be explained and agreed upon before those charges apply.
Payment methods
Online booking and available payment options can be accessed through the SHM Client Portal.
If a bank transfer has been specifically arranged, payment instructions will be provided directly. The full funds must be received before the appointment is confirmed.
All advance payments remain subject to the cancellation and refund terms below.
Cancellation terms
for individual sessions.
These notice periods apply to individual counselling, psychotherapy, EMDR therapy, spiritual and pastoral care, and individual clinical supervision.
| Notice before appointment | Cancellation fee | Treatment of prepaid fee |
|---|---|---|
| 48 hours or more | 0% | Full refund if cancelling, or reschedule subject to availability. |
| 24 to less than 48 hours | 50% | 50% of the prepaid session fee is retained as the cancellation fee; the balance is refundable. |
| Less than 24 hours | 100% | The full prepaid session fee is applied to the cancellation. |
| No-show without notice | 100% | The full prepaid session fee is applied to the missed appointment. |
The cancellation percentage applies to the relevant session fee. Since appointments are paid in full when booked, any applicable fee is deducted from the amount already paid. Cancellation charges remain subject to Australian Consumer Law and reasonable consideration of the circumstances.
Cancellation terms
for group services.
Group clinical supervision, training workshops and onsite services require longer notice because of participant arrangements, allocated resources and preparation commitments.
| Notice before service | Cancellation fee | Treatment of prepaid fee |
|---|---|---|
| 4 business days or more | 0% | No cancellation charge. The relevant prepaid amount is refundable, or rescheduling may be arranged. |
| 2 to less than 4 business days | 50% | A fee equal to 50% of the agreed service price applies. |
| Less than 2 business days | 100% | The full agreed service fee is subject to the cancellation charge. |
| Non-attendance without notice | 100% | The full agreed service fee is subject to the non-attendance charge. |
Business days are Monday to Friday, excluding Victorian public holidays. Applicable charges are assessed reasonably, taking into account the circumstances, any costs or losses incurred, and obligations under Australian Consumer Law.
Rescheduling,
lateness and missed sessions.
If you need to make a change, please contact SHM as early as reasonably possible.
Changing your appointment
Individual appointments can be rescheduled without an additional charge when at least 48 hours’ notice is provided.
For group supervision, training and onsite services, at least four business days’ notice is required.
Later requests may be subject to the applicable cancellation arrangements. A new time is subject to availability.
Arriving after your start time
Please attend or join your appointment on time. If you arrive late, the session will generally still end at its originally scheduled time.
The full session fee remains payable even if the session is shortened because of your late arrival.
If you are more than 15 minutes late without contacting SHM, the session may be recorded as a missed appointment.
Fair, clear
refund arrangements.
Refunds are considered according to the applicable notice period, the nature of the service, individual circumstances and relevant Australian consumer law.
Refund eligibility
When a refund is payable, the applicable cancellation charge is deducted from the amount already received. The remaining balance is returned to the client.
Original payment method
Refunds will ordinarily be returned to the original payment method, where technically available.
Payment processing time
Where payments and refunds are processed through Stripe, a refund generally takes approximately 5–10 business days after processing to appear, depending on the financial institution. Other payment methods may have different timeframes.
Confirmation and follow-up
SHM will provide confirmation when a refund has been initiated. If the expected refund has not appeared, please check with your bank or payment provider and contact SHM if further assistance is required.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.
When circumstances
change unexpectedly.
Illness, emergencies and unexpected events
We understand that illness, emergencies and other unforeseen situations can affect a person’s ability to attend.
If this happens, please contact SHM as soon as reasonably possible. A request for an exception may be considered individually, having regard to the circumstances, relevant costs and legal requirements.
If SHM needs to cancel your appointment
On occasion, SHM may need to change or cancel a session because of illness or unforeseen circumstances. We will contact you as promptly as possible.
Where appropriate, an alternative appointment will be offered. If SHM cancels a service that has not been provided and you do not wish to accept an alternative, an appropriate refund will be provided consistent with Australian Consumer Law.
Terms for 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.
Each session is 60 minutes. Full payment of the discounted package price is required before the package is confirmed. Deposits and instalments are not accepted.
The standard cancellation and rescheduling arrangements apply to package sessions. Package validity, the handling of unused sessions and any applicable conditions will be explained in writing before purchase and remain subject to Australian Consumer Law.
Contact us to request
a change.
For a clear written record, please send cancellation and rescheduling requests by email.
Email SHM
Please include your full name, the appointment date and time, and whether you wish to cancel or reschedule. You do not need to provide detailed personal or clinical information.
The notice period is calculated from the time SHM receives your email to the scheduled start of your appointment, using Melbourne local time. For group, training and onsite services, weekends and Victorian public holidays are excluded.
Contact details: 0449 521 397 · info@theshm.com.au · 232 Main Road East, St Albans VIC 3021.
Common questions
about our policies.
These answers summarise important payment, cancellation and rescheduling arrangements.
Do I have to pay the full fee before my appointment?
Yes. Full payment is required when booking an appointment. SHM does not accept deposits or partial payments. The appointment is confirmed after the full fee is received and booking confirmation has been issued.
Will I receive a full refund if I cancel at least 48 hours ahead?
For an individual appointment, 48 hours’ notice or more means no cancellation fee. You may request a refund of the session fee or arrange another available appointment.
What happens if I cancel between 24 and 48 hours?
For an individual appointment, a 50% cancellation fee applies. Since the session is prepaid, the remaining 50% is refundable, subject to the applicable policy and consumer law.
What if I cancel less than 24 hours before the appointment?
A cancellation fee equal to 100% of the individual session price generally applies, subject to applicable law and consideration of the circumstances.
Do group supervision and workshops have the same policy?
No. Group supervision, training workshops and onsite services require at least four business days’ notice to avoid a cancellation charge. Later cancellations may incur a 50% or 100% fee depending on the notice period.
What happens if I am late?
Your appointment will generally finish at its original end time. The full fee still applies. If you are more than 15 minutes late without contacting SHM, the session may be treated as missed.
How long does a refund take?
Processing times depend on the payment provider. For payments processed through Stripe, refunds generally appear in approximately 5–10 business days after processing. Your bank may affect the timing.
Can exceptional circumstances be considered?
Yes. Please contact SHM as soon as reasonably possible. Requests may be considered individually in light of the circumstances, reasonable costs and applicable law.
How do I cancel or reschedule?
Email info@theshm.com.au with your name, appointment date and time, and whether you wish to cancel or reschedule. Your email receipt time is used to calculate the applicable notice period.
Questions before
your appointment?
We welcome questions about booking arrangements, fees, cancellations and our services. If you need clarification, please contact SHM before making a booking or payment.
SHM is not an emergency or crisis response service. If someone is in immediate danger, call 000. For 24-hour crisis support in Australia, contact Lifeline on 13 11 14.