Cancellation and
Late Arrival Policy

At Comma + Co, we value the time, energy and preparation that go into every session, both yours and ours.

To support respectful scheduling and help us maintain appointment availability, the following cancellation and attendance policy applies to counselling and executive coaching services.

• Cancelling or rescheduling an appointment

The required notice period depends on how your appointment is being delivered:

• In-person appointments: at least 48 calendar hours’ notice

• Online appointments: at least 24 calendar hours’ notice

Notice may be provided through our online booking system, by email to kr@commaandco.com.au or by text message to 0468 030 092.

These notice periods apply to all appointments, including those scheduled on a Monday. Our office may be closed over the weekend, but sending your email or text message within the required notice period is sufficient.

• Changing an in-person appointment to online

If you are unable to attend in person, you may ask to change your appointment to an online session without incurring a cancellation fee.

This is subject to your practitioner’s availability and whether an online session is clinically or professionally appropriate in the circumstances.

• Late cancellations and missed appointments

Appointments are reserved exclusively for you and may not reasonably be filled when cancelled at short notice.

If you cancel or reschedule after the applicable notice period, the full session fee will be payable. Any deposit already paid will be applied to the fee, and the remaining balance will be invoiced or collected through the agreed payment arrangement.

If you do not attend and have not provided notice, the appointment will be treated as a late cancellation and the full session fee will be payable.

We understand that unexpected illness and emergencies occur. Please contact us as soon as possible if something prevents you from attending. Comma + Co may waive or reduce a late-cancellation fee in exceptional circumstances. Any decision to do so will be made with care and at our discretion.

• Executive coaching packages

Where executive coaching sessions are purchased as part of a package, the same notice periods apply unless different terms are provided and accepted when the package is arranged.

A late-cancelled or missed appointment may be deducted from the package as a completed session.

• Group programs

Because group programs depend on continuity, preparation and the participation of the group, refunds or credits are generally not available for individual sessions you do not attend.

If you need to withdraw before a program begins, please contact us as soon as possible. The cancellation, transfer and refund terms for each group program will be provided before enrolment and may vary according to the nature and duration of the offering.

Nothing in this policy limits any rights or remedies available under the Australian Consumer Law.

• Late arrivals

If you arrive or connect late, your appointment will still finish at the scheduled time so that the next client’s booking is not affected.

If you are more than 20 minutes late, your practitioner may determine that there is insufficient time to provide the session safely or effectively. The session may then be shortened, rescheduled or treated as a missed appointment, and the full session fee may remain payable.

Please contact us if you are delayed. Where possible, we encourage you to arrive or connect a few minutes before your scheduled appointment.

• If Comma + Co cancels

If Comma + Co needs to cancel an appointment, you will not be charged. Any amount already paid for that appointment will be refunded or, with your agreement, credited towards another appointment.

• Why we have this policy

Holding an appointment exclusively for you means setting aside time that is often unavailable to another client at short notice.

Clear and consistent cancellation and attendance practices help us keep our services accessible, sustainable and fair to everyone.