Cancellation Policy: What You Need to Know

At Provisional Psychologist Hub, we are committed to ensuring that supervision sessions are accessible and available to as many provisional psychologists as possible. To help us manage this fairly, we ask all supervisees to adhere to our cancellation policy.

How to Cancel or Reschedule

The online booking portal is the quickest and most reliable way to cancel or reschedule your supervision session.

You can cancel or reschedule through the portal 24 hours a day, 7 days a week — including outside of business hours.

Online Booking Portal: https://clientportal.zandahealth.com/clientportal/pph/home

When you action a cancellation or rescheduling through the portal:

• The change is recorded immediately.
• All relevant parties are notified.
• You will receive an email confirmation for your records.

Please provide at least 24 hours’ notice when cancelling a booked supervision session. This allows us to offer your session time to another supervisee who may be waiting for an appointment and helps you avoid a late cancellation fee.

If you are unable to use the online booking portal, you can contact our support team:

• Email: [email protected]
• Phone: 1300 604 685

Please note that support emails are monitored during business hours. If you email outside of business hours, your cancellation may not be received until the next business day. If your cancellation is received within 24 hours of your appointment, a late cancellation fee may apply.

Late Cancellation Fees for Members and Subscribers  

Late cancellations, being those made with less than 24 hours notice including missed sessions without notice, will incur the following fees:

Group Supervision
Non-attendance or late cancellation of a group supervision session will result in 100% of the session hours being deducted from your annual membership entitlement. For example, missing a 1 hour group supervision session will result in 1 hour being deducted from your entitlement.

Individual Supervision
Non-attendance or late cancellation of an individual supervision session will result in 50% of the session hours being deducted from your annual membership entitlement. For example, a late cancellation of a 1.5 hour session will result in 45 minutes being deducted from your entitlements. 

Late Cancellation Fees for Pay as you Go and Pre Paid Supervision

Late cancellations, being those made with less than 24 hours notice including missed sessions without notice, will incur the following fees:

Group Supervision
Non-attendance or cancellation with less than 24 hours’ notice of a group supervision session will incur a fee of 100% of the total session cost. For pay-as-you-go clients, the fee will be charged to the payment details held on file. If the session has been prepaid, the session will not be refunded.

Individual Supervision 
Non-attendance or cancellation with less than 24 hours’ notice of an individual supervision session will incur a fee of 50% of the total session cost. For pay-as-you-go clients, the fee will be charged to the payment details held on file. If the session has been prepaid, the balance of the session will be refunded or credit provided if mutually agreed. 

Avoiding Late Cancellation Fees (Indirect Supervision) 

If you are unable to attend a session at short notice, the best option may be to use the scheduled supervision time for your supervisor to review relevant supervision materials. Depending on your supervision needs and the circumstances, this may include case reports, observations of practice, logbooks, reports, case notes or other relevant documentation that can be appropriately reviewed as part of your supervision. If you are unable to attend, please contact your supervisor as soon as possible and provide any relevant materials through the agreed secure method. Your supervisor can then ensure that they use the available supervision time appropriately, you can log the supervision time and you won't need to cancel the session or incur fees. Its a good idea to keep a file of these materials so you aren't spending time compiling it when you or loved ones may be unwell or when time does not permit. 

Keeping Supervision Consistent and Accessible
We genuinely do not want to charge late cancellation or non-attendance fees. We provide SMS and email reminders and work with supervisees to establish recurrent session times that fit their schedules, helping to support consistent attendance and minimise the likelihood of cancellations.

We expect supervisees to maintain at least 75% attendance across booked appointments. In our experience, regular and consistent attendance provides the best opportunity to establish a positive supervision routine and support successful supervision outcomes.

We also understand that illness, personal or carer responsibilities and unexpected emergencies can arise. We will always approach these circumstances with understanding. However, supervisors are not able to waive cancellation fees, as they have reserved that time specifically for you and may have declined other appointments to maintain your supervision time.