Cancellations, Late Arrival, and Non-Attendance Policy
Lived Experience Solutions (LEXs)

1. Purpose of this policy

Lived Experience Solutions (LEXs) is committed to providing reliable, ethical, and accessible services while respecting the time and needs of all clients and supervisees. This policy explains how cancellations, late arrivals, and non-attendance are managed.

Appointment times are reserved exclusively for each client or supervisee. When an appointment is cancelled late or not attended, that time cannot usually be offered to another person, including those waiting for support.

This policy applies to all services delivered by LEXs, including therapy and counselling, social work supervision, peer work supervision, consultancy, and training, unless otherwise stated in a separate service agreement (including funder agreements where third-party funding applies).

2. Notice of cancellation or rescheduling

Clients and supervisees are asked to provide at least 72 hours' notice if they need to cancel or reschedule an appointment. Cancellations or rescheduling requests can be made by email or text.

Cancellations or rescheduling requests made with at least 72 hours' notice incur no fee.

3. Cancellations or rescheduling with less than 72 hours' notice

Cancellations or rescheduling requests made with less than 72 hours' notice are charged the full session fee.

A rescheduled appointment within the same calendar week is treated as a fresh booking; the original session remains chargeable under this policy.

4. Late arrival

If you arrive late to your appointment, the session will proceed for the remaining scheduled time only. The session fee remains unchanged.

If you arrive more than 15 minutes late, the appointment may need to be shortened, rescheduled, or cancelled, depending on availability and clinical appropriateness. Where an appointment cannot proceed due to late arrival, this is treated as a late cancellation under Section 3.

5. Non-attendance (no-shows)

If you do not attend your appointment and no notice is provided, this will be recorded as non-attendance. The full session fee is charged.

6. Practitioner cancellation

Where the practitioner needs to cancel an appointment, the session is rescheduled at no cost at the next mutually available time.

7. Limited exceptions

In genuinely uncontrollable circumstances, the late-cancellation fee may be waived. Recognised circumstances are limited to:

Medical emergency requiring hospitalisation (of the client/supervisee or an immediate family member).
Bereavement of an immediate family member.
Natural disaster or critical incident affecting the client/supervisee directly.

Other circumstances do not qualify for fee waiver under this policy. Any waiver decision is made by the practitioner and recorded in the client or supervisee file.

8. Repeated cancellations or non-attendance

Three or more late cancellations or non-attendances within a six-month period will trigger a discussion about the current service arrangement. This discussion may include:

Limiting advance bookings.
Requiring payment in advance for future sessions.
Reviewing whether the current service arrangement remains appropriate.

The aim of this discussion is to support consistency, fairness, and the sustainability of the working relationship.

9. Fees and payment

Where a cancellation or non-attendance fee applies, the fee is the full cost of the scheduled session.

Fees are the responsibility of the client or supervisee and are payable in accordance with invoicing arrangements. Outstanding fees may need to be settled before further appointments are confirmed.

For services funded by third parties (for example, employer-funded supervision, NDIS, or other programs), cancellation arrangements may be governed by separate agreements or funding conditions, which apply in place of this policy where they conflict.

10. Prepaid packages

LEXs offers prepaid session packages (for example, the 10-session supervision package or 3-session couples therapy pack). The terms below apply to all packages unless a separate written agreement specifies otherwise.

Payment. Packages are paid in full before the first session in the package.

Validity. Sessions must be used within 12 months of the date of payment. Unused sessions after 12 months expire and are forfeited.

Refunds. Packages are non-refundable. This applies regardless of which party ends the supervisory or therapeutic relationship, and regardless of the reason for ending.

Transfers. Packages are not transferable to another person, and packages purchased for one type of service cannot be applied to another (for example, supervision packages cannot be transferred to therapy sessions or vice versa).

Cancellation within a package. Sessions cancelled with less than 72 hours' notice within a package are deducted from the package balance under the cancellation policy in Sections 2 and 3 above. The session is treated as used.

Ending mid-package. Where the relationship ends before all sessions in the package have been used, the unused sessions are forfeited. This applies whether the relationship ends by the client's or supervisee's decision, by the practitioner's decision, or by mutual agreement.

Limited exceptions. In genuinely uncontrollable circumstances (medical emergency requiring hospitalisation, bereavement of an immediate family member, or natural disaster or critical incident affecting the client or supervisee directly), the practitioner may at their discretion extend the validity period or arrange a partial refund. Other circumstances do not qualify. Any such decision is recorded in the file.

11. Reminders and communication

Clients and supervisees are informed of this policy at intake and may also receive appointment reminders. Receiving reminders does not alter responsibility to manage appointments or provide notice.

12. Changes to this policy

This policy may be updated from time to time. The current version will be made available on the LEXs website and is referenced in service agreements.

13. Questions or concerns

Lived Experience Solutions (LEXs) Email: michael@lexs.com.au

This policy exists to support fairness, consistency, and sustainability for both client/supervisee and practitioner. LEXs aims to apply this policy with care, professionalism, and respect for individual circumstances.

Version 2.0. Effective from 01/01/2026