Booking, Payment & Cancellation Terms

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Booking and payment

Payment is required to confirm an individual intake appointment. Mediation appointments are arranged after both participants have completed intake and one of our practitioners has assessed the matter as suitable. Mediation fees must be paid to confirm a booking before the session, unless otherwise agreed in writing. Any additional hours requested or agreed upon must be paid prior to the commencement of the additional time. All prices are in Australian dollars and include GST. Additional work or charges must be agreed before that work begins.

Individual intake appointments

Each participant attends a separate intake. The fees for our services can be found under our fees page, and charged per person for parenting matters and Section 60I enquiries, and per person for property and financial matters. The intake fee covers the intake and assessment service. It remains payable when a completed assessment concludes that mediation is unsuitable or the other participant does not wish to proceed, subject to your rights under Australian Consumer Law. Payment does not guarantee mediation, an agreement or a Section 60I certificate.

Sharing fees

Participants generally share mediation fees equally. One participant may pay the entire fee, or another arrangement may be agreed before booking. Payment arrangements do not affect our impartiality or either participant’s opportunity to contribute.

Cancelling or rescheduling an intake

With at least 24 hours notice, you may reschedule without charge or cancel for a full refund of the appointment fee. With less than 24 hours’ notice, or if you do not attend, a charge of up to 50% of your intake fee may apply.

Cancelling or rescheduling mediation

With at least 72 hours’ notice, you may reschedule without a cancellation charge or cancel for a refund of the session fee. With less than 72 hours notice, or if you do not attend, a charge of up to 50% of the cancelling or absent participant’s session fee may apply. The same notice period applies to full-day packages. If another participant’s cancellation prevents your session from proceeding, you may choose to transfer your payment to a new date or receive a refund for the undelivered session.

How cancellation charges are calculated

Cancellation charges are limited to reasonable unrecovered loss from the cancellation and will not automatically equal the maximum amount. We take account of costs saved and whether the appointment is filled by another booking. We do not charge twice for the same loss. Separately quoted preparation already completed remains payable where agreed beforehand. Any deduction will be itemised and will not duplicate a cancellation charge.

Emergencies and safety concerns

Please contact us as soon as possible if illness, an emergency or a safety concern affects attendance. We will consider the circumstances and may waive or reduce cancellation charges.

You should not participate in a session if it is unsafe to do so.

If mediation is unsuitable or cannot continue

If one of our practitioners determines before the session that mediation should not proceed, prepaid fees for the undelivered mediation session will be refunded. Completed intakes and separately agreed preparation remain payable, subject to your consumer rights. No refunds apply if mediation stops after it begins, due to the session becoming unsuitable or unable to continue or solely because one of our practitioners stops mediation on suitability or safety grounds.

If we cancel

If we cancel an appointment, you may choose a new date or a full refund for the cancelled appointment. No cancellation fee applies.

Online appointments and technical difficulties

Please join from a private location with a suitable phone or internet connection. If technical difficulties arise, contact us promptly. We will try to reconnect or arrange an appropriate alternative. Where a session cannot be delivered, we will discuss rescheduling or a refund for the undelivered portion. Technical problems do not automatically result in forfeiture of the session fee.

Requesting a change

Use the cancellation or rescheduling option in your booking confirmation, or contact us by email or telephone. Notice is measured from when your request reaches our booking system, email account or voicemail, not when we respond. All appointment times and notice periods use Melbourne local time.

Refunds

Approved refunds will be initiated within seven business days and returned to the original payment method where practicable. Your bank or payment provider may take additional time to process the refund.

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law. Where those rights provide a different remedy, they take precedence over this policy.