Appointment, Cancellation, and Refund Policy for Canceled Appointments - Phuong Tran Psychotherapy and Counselling

At Phuong Tran Psychotherapy and Counselling, we are committed to supporting our clients with professionalism and understanding. We recognize that unforeseen circumstances may occasionally affect your ability to attend a scheduled appointment. To ensure a smooth process, please review our appointment, cancellation, and refund policies carefully.

By booking an appointment, you agree to the terms outlined below. Please ensure all outstanding fees are settled before scheduling future appointments.

1. Appointment Confirmation and Payment

To confirm your appointment, full payment is required at the time of booking. This policy ensures a secured time slot and smooth scheduling for all clients.

2. Cancellation Policy

We kindly request as much advance notice as possible if you need to cancel, as this allows us to offer the appointment to another client who may benefit.

Cancellations with 48+ Hours’ Notice: No charge will apply, and a full refund will be issued.
Cancellations Between 48 and 24 Hours: A 50% cancellation fee applies.
Cancellations Within 24 Hours or No-Shows: A 100% fee applies, and the non-refundable deposit will be forfeited.
Missed Appointment Fee: Failure to attend an appointment without prior notice will result in a 100% non-attendance fee.

If you cancel and choose not to reschedule, your refund will be processed via Stripe, our secure third-party payment provider. Stripe typically completes refunds within 5-10 business days after the request is submitted.

3. Rescheduling Policy

If you need to reschedule, please provide at least 48 hours’ notice.

Refunds in Place of Rescheduling: If you prefer a refund instead of rescheduling, please email us at contact@phuongtran.com.au. Your refund will be processed via Stripe and returned to your original payment method within 5-10 business days.

Rescheduling with 48+ Hours’ Notice: We will reschedule your appointment at no additional cost or deposit.

4. Refund Processing

Refunds are handled securely through Stripe. Once we initiate a refund, Stripe will transfer the amount to your original payment method within 5-10 business days. Please note that any initial transaction fees charged by Stripe are non-refundable; however, no additional fees apply for the refund process.

5. How to Cancel or Reschedule

To cancel or reschedule your appointment, please email contact@phuongtran.com.au with the following details:

Reason for Cancellation or Rescheduling

Your Name

Appointment Date and Time

6. Refund Confirmation

You will receive a confirmation email once your refund has been processed, detailing the refund amount and the expected timeframe for it to appear in your account.

7. Delayed or Missing Refunds

If you experience delays in receiving your refund:

Check your bank account.
Contact your credit card company; processing times may vary.
Contact your bank if additional delays occur.

If you have taken these steps and still haven’t received your refund, please reach out to us at contact@phuongtran.com.au.

8. Questions and Support

For any questions or further assistance regarding our policies, please don’t hesitate to contact us. We are here to ensure a positive experience and are happy to support you.

Need Help?

Phuong Tran Psychotherapy and Counselling
Phone: 0449 521 397
Email: contact@phuongtran.com.au
Website: phuongtran.com.au