1. Purpose of this policy

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This policy explains how Yurandalli handles refunds, cancellations and missed appointments for counselling services delivered in person or via telehealth (phone or online).

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This policy operates alongside our Website Terms & Conditions and Privacy Policy, and does not limit any rights you may have under the Australian Consumer Law (ACL).

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2. Your rights under Australian Consumer Law

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Under the ACL, you may be entitled to a repair, replacement, re-supply or refund where a service:

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• Is not provided with due care and skill

• Is not fit for its intended purpose

• Does not match what was agreed.

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These rights cannot be excluded. We will always meet our legal obligations where there is a problem with the service we provide.

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However, the ACL does not generally require a refund where you:

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• Change your mind

• Decide you no longer want or need counselling

• Prefer a different type of service or provider

• Are unhappy with an outcome that could not be guaranteed.

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Nothing in this policy is intended to exclude or limit any rights you may have under the Australian Consumer Law. If there is a clear service problem on our side, we will discuss options with you. These options may include rescheduling, a credit, or a partial or full refund, in line with our legal obligations.

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3. Standard session fees and payment

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• Session fees and how to pay will be confirmed at the time of booking and/or in your client information/consent form.

• Fees may be reviewed from time to time. Any changes will be communicated in advance for future sessions.

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4. Cancellations and rescheduling

 

Because appointment times are held specifically for you, we have a minimum notice period for cancellations and rescheduling.

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• If you cancel or change your appointment more than 24 hours before the session, no cancellation fee is charged. Any pre-paid amount can be moved to another date or refunded.

• If you cancel less than 24 hours before your appointment, or do not attend, a late cancellation / no-show fee up to the full session fee may apply.

• We may reduce or waive this fee in serious or unexpected situations (for example, sudden illness, emergency, caring responsibilities, or cultural obligations such as sorry business). Decisions are made case by case.

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You can cancel or reschedule:

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• By email

• By phone

• Via the online booking form (where available)

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4.1 Minimum notice

 

Unless otherwise agreed:

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• More than 24 hours’ notice before your appointment time:

  • No cancellation fee is charged.

  • Any pre-paid amount for that session can be applied to a future appointment or refunded (see section 5).

• Less than 24 hours’ notice or same-day changes:

  • A late cancellation fee may apply, up to the full session fee.

  • We may waive or reduce this fee in limited circumstances (see section 4.3).

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4.2 Missed appointments (no shows)

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If you miss an appointment without notice (“no show”):

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• The full session fee will be charged.

• Any pre-paid fee for that session will be forfeited.

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We do this because it is usually not possible to offer the time to someone else at short notice, and late cancellations and no shows impact other clients’ access to appointments.

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4.3 Compassionate or exceptional circumstances

 

We understand that crises, caring responsibilities, illness, cultural obligations and technology failures can occur.

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We may choose to waive or reduce late cancellation or no-show fees where:

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• There are serious or unexpected circumstances outside your control, and

• You contact us as soon as reasonably possible.

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Fee waivers are decided case by case and cannot be guaranteed.

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5. Refunds for pre-paid sessions

 

If you have pre-paid for a session or package:

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• If we cancel a session and cannot offer a suitable alternative time, you can choose to:

  • Transfer the payment to a future session, or

  • Request a refund of the amount paid for that session.

• If you cancel with more than 24 hours’ notice:

  • You can transfer payment to another date, or request a refund for that session.

• If you cancel with less than 24 hours’ notice, or do not attend:

  • Pre-paid amounts may be used to cover applicable late cancellation or no-show fees as per section 4.

 

If Yurandalli cancels a session and we cannot offer a reasonable alternative time, you can choose to move any pre-paid fee to another session or receive a refund for that session.

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If you decide to stop counselling and have paid for future sessions, we will apply this cancellation policy and refund any remaining amount for sessions that are not subject to late cancellation or no-show fees.

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6. Telehealth sessions (phone and online)

 

For telehealth appointments:

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• It is your responsibility to have a suitable private space, device and internet/phone connection where possible.

• If we cannot proceed because of technical issues on our end, we will:

  • Try to switch to an alternative (e.g. phone instead of video), or

  • Reschedule or refund the session fee.

• If the session cannot proceed because of issues at your end (e.g. repeated failure to connect), this may be treated as a late cancellation or missed appointment under section 4. We will consider the circumstances before applying any fee.

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7. When a refund will generally be offered

 

In addition to your rights under the ACL, Yurandalli will generally offer a refund, credit, or re-scheduled session when:

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• We have made an error (for example, double-booking or cancelling at short notice) and cannot offer a reasonable alternative;

• There is a clear service failure on our side (for example, repeated technical issues we are responsible for, or circumstances where due care and skill were not provided);

• We have charged you an incorrect amount.

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Where appropriate, we may offer:

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• A full or partial refund

• A credit towards a future session

• A combination of the above.

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8. When refunds are unlikely to be offered

 

Subject to your ACL rights, refunds are unlikely to be offered when:

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• You change your mind about counselling;

• You feel uncomfortable with the process of counselling itself, but there was no service failure (we can discuss referrals to other services instead);

• You do not use the full time of your booked session;

• You do not follow through on agreed recommendations (e.g. homework or referrals) and are dissatisfied with outcomes;

• You have breached our Terms & Conditions (for example, by using abusive or unsafe behaviour).

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9. How to request a refund or raise concerns

 

If you believe you are entitled to a refund or credit, or you have concerns about fees, cancellations or this policy, please contact us as soon as possible.

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You can contact Yurandalli via:

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• Email: admin@yurandalli.com.au

• Online form: Via the booking or contact form on this website

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Please include:

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• Your name and contact details

• The date and time of the appointment

• How you paid (e.g. card, transfer, cash)

• A brief description of what happened and what you are requesting (refund, credit, or other).

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We aim to review and respond within a reasonable timeframe.

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10. Complaints and external options

 

If you are not satisfied with our response, you can raise a complaint through:

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• Our general feedback and complaints process via our webform, and/or

• Relevant external bodies, depending on the nature of your concern.

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This policy does not limit your ability to seek assistance from consumer law agencies or regulators.

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11. Changes to this policy

 

We may update this Refunds, Cancellations and Missed Appointments policy from time to time. The updated version will be published on this page with a revised “Last updated” date.

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​Last updated: 20.11.2025