Fees, Payments, Cancellation & Refund Policy

Information about appointment payments, cancellations, rescheduling and refunds

I understand that plans can change and unexpected circumstances may arise. This policy explains the arrangements for booking, changing or cancelling appointments, so that fees and expectations are clear from the beginning.

Please review these terms before making a booking.

1. Booking & Payment

Full payment is required at the time of booking, before your appointment.

Your appointment is confirmed once full payment has been received, unless an alternative payment arrangement has been agreed upon in advance.

The amount paid covers your scheduled session. There is no additional session fee when the appointment proceeds within the agreed time.

Any additional fees for extended sessions or other services will be discussed and agreed upon beforehand.

Payments made in advance are subject to the cancellation and refund arrangements outlined below.

2. What Payment Methods Are Available?

For your convenience, payments can be made using either of the following methods:

a. Stripe – Secure Online Payment

You can pay securely using a credit or debit card through the online booking system. Stripe processes your payment securely, and a payment confirmation will be provided once the transaction is completed.

b. Bank Transfer – Direct Payment

You may also pay directly into the nominated bank account. Bank details will be provided when arranging your appointment or upon request.

Please include your name as the payment reference so your payment can be identified.

If paying by bank transfer, please allow sufficient time for the funds to be received before your scheduled appointment.

Payment & Booking Confirmation

Full payment of the session fee is required in advance, before your appointment.

• Your appointment is confirmed once full payment has been received, unless an alternative arrangement has been agreed upon beforehand.

• Payment must be completed before the session begins.

• Payments are subject to the applicable cancellation and refund policy.

• A receipt can be provided for your records and, where eligible, private health insurance claims.

If you have questions about payment methods or need assistance with payment arrangements, please contact me before your appointment.

3. Individual Appointment Cancellations

For individual counselling, psychotherapy, EMDR therapy, spiritual care and individual clinical supervision, the following cancellation arrangements apply.

Notice Provided	Cancellation Fee
48 hours or more	No cancellation fee
24 to less than 48 hours	50% of the session fee
Less than 24 hours	100% of the session fee
Non-attendance without notice	100% of the session fee

Where a cancellation fee applies, it is deducted from the amount already paid. Any remaining refundable balance will be returned.

Cancellation fees apply subject to Australian Consumer Law and consideration of the circumstances.

4. Cancellation Fees for Group Supervision, Training & Onsite Services

At least four business days’ notice is required to cancel or reschedule these services without a cancellation fee.

The following cancellation fees apply:

Notice Provided	Cancellation Fee
4 business days or more	No cancellation fee
2 to less than 4 business days	50% of the agreed fee
Less than 2 business days	100% of the agreed fee
Non-attendance without notice	100% of the agreed fee

Business days are Monday to Friday, excluding Victorian public holidays.

Cancellation fees are subject to applicable Australian Consumer Law and will be assessed reasonably, taking into account the circumstances and any costs or losses incurred.

5. Rescheduling Appointments

If you need to change your appointment, please contact me as early as possible.

For individual appointments, at least 48 hours’ notice is required to reschedule without an additional fee.

For group supervision, training and onsite services, at least four business days’ notice is required.

Requests made after these notice periods may be subject to the applicable cancellation arrangements.

Rescheduling depends on availability. Your preferred date or time may not always be available.

6. Late Arrival & Missed Appointments

Please arrive or join your appointment on time.

If you arrive late, the session will generally finish at the originally scheduled time, and the full session fee will still apply.

If you are more than 15 minutes late without contacting me, the appointment may be treated as a missed session.

Please let me know as soon as possible if you expect to be delayed.

7. Refunds

Refunds are assessed according to the applicable cancellation arrangements, the circumstances of the cancellation and your rights under Australian Consumer Law.

Where a refund is due, it will normally be returned to the original payment method.

For payments made through Stripe, refunds are generally expected to appear within approximately 5–10 business days after processing, although the timing may vary depending on your bank or payment provider.

You will be notified once a refund has been initiated.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

8. Unexpected Circumstances

I recognise that illness, emergencies and other unexpected situations can affect your ability to attend an appointment.

If this happens, please contact me as soon as reasonably possible.

Requests for an exception to the usual cancellation arrangements may be considered individually, taking into account the circumstances, costs incurred and applicable legal obligations.

9. If I Need to Cancel an Appointment

Occasionally, I may need to cancel or reschedule an appointment due to illness or unforeseen circumstances.

If this occurs, I will contact you as soon as possible and offer an alternative appointment where appropriate.

If I cancel a service that has not been provided and you do not wish to accept an alternative, you will receive a refund for that service, consistent with your rights under Australian Consumer Law.

10. How to Cancel or Reschedule

To cancel or reschedule an appointment, please email:

contact@phuongtran.com.au

Include your name, appointment date and time, and whether you wish to cancel or reschedule.

You do not need to provide detailed personal or clinical information when making your request.

The notice period is calculated from the time your email is received to the scheduled start time of your appointment, using Melbourne local time.

For group services, the notice period excludes weekends and Victorian public holidays.

11. Questions About Fees or Bookings

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under Australian Consumer Law.

If you have any questions about the payment, cancellation or refund arrangements, please contact me before making a booking.

Phuong Tran

Psychotherapy | Counselling | EMDR Therapy | Clinical Supervision | Spiritual Care

232 Main Road East, St Albans VIC 3021

Phone: 0449 521 397
Email: contact@phuongtran.com.au

Effective date: 10/10/2026