The following cancellation policy applies to our Therapy Centres and Better Wellbeing services.

Your appointments and wellbeing are very important to us. When an appointment is made for you, that time is reserved only for you. We understand that sometimes, unexpected delays can occur, requiring schedule adjustments.

With enough notice, we can offer someone else the time that you no longer require. If you need to cancel/reschedule your appointment, we respectfully request at least 24-hours’ notice. Any cancellation/reschedule with less than 24-hours’ notice may result in the loss of a funded appointment, or in the case of a self-pay appointment, incur a cancellation/reschedule fee of $50.00.

To notify us of a cancellation or to reschedule your appointment, please contact our Fresh Minds team on 0800 356 111 or email enquiries@freshminds.co.nz.

Funded appointments

Cancellation/Reschedule policy (less than 24-hours’ notice)

• Any cancellation or reschedule made with less than 24-hours’ notice may result in the loss of a funded appointment.
• If you are more than 15 minutes late for your appointment, we may not be able to accommodate you. In this case, we will do our very best to reschedule your appointment for another time that is convenient to you. In some instances, we may not be able to reschedule your appointment at your preferred time due to limited clinician availability.
• In the event of a true, unavoidable emergency, consideration will be given to the circumstances and a decision made about the loss of a funded appointment.

‘Did Not Attend’ policy

• If you do not attend your appointment without notice, you may lose a funded appointment.
• If you do not attend two or more appointments, all future appointments may be removed from our booking calendar and the person who referred you to our service will be notified of the outcome, and the file closed.

Self-pay appointments

Cancellation/Reschedule policy (less than 24-hours’ notice)

• Any cancellation or reschedule made with less than 24-hours’ notice may incur a cancellation/reschedule fee of $50.00.
• Cancellation/reschedule fees will be charged to the credit card we have on file, or an invoice sent to the client directly.
• If you are more than 15 minutes late for your appointment, we may not be able to accommodate you. In this case, we will do our very best to reschedule your appointment for another time that is convenient to you. In some instances, we may not be able to reschedule your appointment at your preferred time due to limited clinician availability. A cancellation/reschedule fee of $50.00 may apply.
• In the event of a true, unavoidable emergency, consideration will be given to the circumstances and a decision made about whether a cancellation/reschedule fee will apply.

‘Did Not Attend’ (DNA) policy

• If you do not attend your appointment without notice, you may incur a DNA fee of $50.00.
• DNA fees will be charged to the credit card we have on file, or an invoice sent to the client directly.
• If you do not attend two or more appointments, all future appointments may be removed from our booking calendar and the person who referred you to our service will be notified of the outcome, or the file closed.

We reserve the right to modify or update this policy at any time but commit to keep things fair and transparent.

Please feel free to reach out to us if you have any questions or concerns regarding our appointment cancellation policy. We appreciate your cooperation and understanding in this matter.