Our goal is to provide quality services, also we know the importance to have a dedicated service.

If you need to cancel

If cancellation is necessary, please contact us as soon as possible. Your advanced notice will allow another client access to that appointment time.

• Cancellations must be notified at least 2 business days (48 hours) in advance.

• Please notify us during regular business hours.

• Cancellations with less than 48 hours' notice will incur a cancellation fee equivalent to 100% of the session cost.

• If you fail to arrive within 10 minutes of the scheduled appointment time, it will be considered a no-show, and cancellation fees will apply.

• After 2 consecutive cancellations or no-shows without valid cause, we reserve the right to suspend your services.

• To reschedule a session, the new date must be arranged within the next two weeks, subject to therapist availability.

Cancellations and Rescheduling

Session Retention

• At Neuronaut, session spots are limited to ensure personalised care. If a client needs to pause therapy, we guarantee the reservation of their spot for a maximum of four consecutive weeks.

• This period includes public holidays and scheduled closures, such as the Christmas holiday period.

Practical Example

A client informs us they wish to pause their sessions from 1 December to 15 January. As this exceeds the allowed four weeks (even including public holidays), their spot will be released from 1 January.

• If the client does not resume therapy within this period, their spot will be automatically released to another client on the waitlist.

Requirements for Retaining a Session Spot

• Clients must notify Neuronaut of their pause at least two weeks in advance.

• Reminders: Neuronaut will send a reminder at the start of the final week of the retention period to coordinate the resumption of sessions.

• If the client does not return to therapy after the retention period, their spot will be released, and future availability cannot be guaranteed.

Re-Entry After an Extended Pause

• Clients wishing to resume therapy after their spot has been released will be placed on the waitlist if there is no immediate availability.

• Previous schedules or therapists cannot be guaranteed.

Waitlist Management

• Released spots are allocated based on the order of registration on the waitlist.

• Families will be notified of available spots at least one week in advance to confirm their interest.

Ethical Commitment and Transparency

• At Neuronaut, these policies are designed to ensure fair and equitable service for all families, enabling every child to maintain continuity in therapy while optimising available resources.

Questions or Concerns

If you have any questions or need further information, please contact us via our website or directly at the clinic.

To cancel or change an appointment please call us at 03 9999 6734 or email us at hello@neuronaut.space.

Practical Example

• If your appointment is on Monday at 11:00 a.m., you should inform us before 11:00 a.m. on the previous Thursday (as Saturdays and Sundays are not business days).

• If your appointment is on Wednesday at 9:00 a.m., you should inform us before 9:00 a.m. on the previous Monday.

Permitted Exceptions

• Cancellations due to:

  • Illness of the child or primary caregiver.

  • Death of a close family member.

Requirements:

In such cases, a medical certificate issued by a GP (general practitioner), or a funeral certificate must be provided. This certificate must be sent to hello@neuronaut.space within the next 24 hours. If this documentation is not submitted, the standard cancellation policy will apply.

Frequent Cancellations

Consistent attendance is key for the client's progress and the overall quality of therapies.

• If a client cancels more than 3 sessions within a given period, Neuronaut reserves the right to cease the client’s therapies.

• In this case, the client will be placed back at the end of the waiting list, and priority will be given to families on the waiting list.

Late Arrival

If a client is late for their appointment, the therapist will wait for up to 10 minutes. After this time, if the client has not arrived, the session will be considered a no-show, and 100% of the session cost will be charged.

Reason:

Our schedule is carefully planned to optimise the time for each session and ensure that all clients receive the best quality service. Lack of punctuality is considered a lack of respect to other clients and to our therapists. When a client arrives late, the session is shortened, which affects the therapist’s work, the progress of the treatment, the overall quality of the service, and in some cases even other clients’ sessions. However, to help our clients, Neuronaut sends several automatic reminders before each session by email and SMS.

Payment Terms

• Payment Deadline: Payment is required within 7 days after the service is provided.

• Service Suspension:

  • If there are more than 4 overdue invoices, services will be suspended until the invoices are fully paid.

  • If the invoices are not paid within two weeks of the suspension notice, Neuronaut reserves the right to release the client’s spot.

  • If the client is an NDIS participant, we could notify the NDIS Quality and Safeguards Commission.

  • If the client’s therapies have been suspended two or more times, we reserve the right to terminate services. In this case, you will be placed at the end of the waiting list.

Reason:

Unpaid invoices can create a real financial risk to us.

Siblings on Premises

To ensure a safe and appropriate environment for therapy:

• At least TWO adults must be present:

  If a client attends with more than one child, it is mandatory to have an additional adult present. This ensures:

  • One adult accompanies one child during the therapy session.

  • The other adult supervises the other child in the waiting area.

• Supervision:

  Neuronaut does not provide childcare services in the waiting area. Families are responsible for ensuring that children are supervised by the additional accompanying adult.

• Exceptions:

  If the therapist planned a therapy session with all the children together at the same time (for example, to see how they interact with each other), one accompanying adult is enough.

• Non-Compliance:

  If only one adult arrives with more than one child, and the therapist did not pre-schedule a group session, the session will be cancelled and a cancellation fee equivalent to 100% of the session cost will apply.

To cancel or change an appointment

please call our team on 0399996734