Close-up of a calendar highlighting appointment scheduling, cancellations, and session planning

Cancellation Policy & Rescheduling Policy

At Rising Phoenix Counselling, I understand that life can be unpredictable.

This policy is here to support a respectful and consistent space, honouring both your needs and the time set aside for your care. Therapy works best when there is a shared sense of commitment and presence on both sides.

Initial Consultation Call (15 minutes)

12 hours’ notice is appreciated for rescheduling. If something unexpected arises, you are welcome to reach out.

Online Therapy Sessions

At least 24 hours’ notice is required for any schedule changes. Providing notice before this time allows your session to be rescheduled without any fee.
Changes within 24 hours will typically result in the session being counted as used or the deposit being retained, particularly where late changes or missed sessions occur more than once.
If sessions are missed repeatedly without notice, we may pause and revisit whether this is the right time to continue.
Fees are payable via your selected method (pay-as-you-go or session pack). Please join 1–2 minutes early to ensure a smooth start.

Session Value Packages

Pack fees are non-refundable and non-transferable.
Sessions are valid for 12 months from the date of purchase, and rescheduling follows the same notice requirements as above.
Missed sessions or late changes may be counted as used.
Payments are not refundable, and with sufficient notice, sessions can be rescheduled to another time.

Late Arrivals

Please join 1–2 minutes early to check your connection. Sessions will still end at the scheduled time, and the full session fee applies regardless of arrival time.

Technical Difficulties (Online Sessions)

Please test your internet and device beforehand and keep a charged phone nearby as a backup.

If technical issues arise, we may continue the session via phone. If a session is significantly disrupted, it may be rescheduled with care and consideration.

How to Notify of Changes

Please contact me via:

Email: support@risingphoenixcounselling.com.au
Mobile: 0416 975 488

Why This Policy Matters

This policy helps maintain a safe, consistent, and reliable therapeutic space for all clients.

Your commitment supports the quality and continuity of our work together.

This policy is applied with care and professional judgement. Genuine emergencies and unexpected circumstances are always considered.

Priscilla Schwartzman
Psychotherapist & Counsellor
PACFA Registration: 29505