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. This policy explains how cancellations, late arrivals, and non-attendance are managed.

Appointment times are reserved exclusively for each client. 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.

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2. Cancellations and rescheduling

Clients 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 other agreed communication channels.

Where less than 72 hours’ notice is provided, the full session fee may be charged.

LEXs recognises that unexpected situations can arise, including illness, caring responsibilities, or acute distress. Discretion may be applied on a case-by-case basis, taking individual circumstances into account.

 

3. Late arrival

If you arrive late to your appointment, the session will usually 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 may be treated as a late cancellation.

 

4. Non-attendance (no-shows)

If you do not attend your appointment and no notice is provided, this will be recorded as a non-attendance or “no-show”.

In these circumstances, the full session fee will be charged.

 

5. Repeated cancellations or non-attendance

Where there is a pattern of repeated late cancellations, late arrivals, or non-attendance, LEXs may discuss alternative arrangements to support consistency and fairness. This may include:​

• limiting advance bookings

• reviewing whether the current service arrangement remains the best fit at this time

Any such steps will be discussed respectfully and transparently.

 

6. 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 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, organisations or programs), cancellation arrangements may be governed by separate agreements or funding conditions.

 

7. Reminders and communication

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

 

8. Changes to this policy

This policy may be updated from time to time to reflect changes in practice or service delivery. The current version will be made available on the LEXs website.

 

9. Questions or concerns

If you have questions about this policy or would like to discuss your circumstances, you are encouraged to make contact:

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

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