Cancellation Policy & FAQs:
Prior Payment: Sessions must be booked and paid in advance and no refunds are available once a session has been booked.
I understand that life happens, so I offer telehealth appointments (phone or video) if you can’t make it to an in person session.
No refunds: If you choose to cancel at short notice the cancellation fee will be 100% of the cost of the session.
Rescheduling: Sessions may be rescheduled if 24hrs notice is provided. Rescheduled sessions must be used within 3 months of original session.
Reason for the cancellation policy: The policy exists to honour the time and preparation that goes into each of your sessions and to protect the sustainability of the service. The cancellation policy isn’t about being punitive — it’s about respecting your therapist’s time, ensuring fairness, and sustaining a high standard of care.
Impact of cancelling: Unlike high-volume clinics, where practitioners may see 8–10 clients a day, Ella prioritizes depth over volume. By limiting appointments to just 3-5 per day, Ella remains fully present and focused on you — but this also means each missed session carries more weight.
If Ella cancels for any reason, the session will be refunded in full of course.
Please note these sessions are not a substitute for medical or acute mental health treatment and I cannot diagnose, prevent, treat or cure any medical or mental health condition.
Medicare: Ella is not registered with Medicare so you do not need a GP referral (note: couples and sex therapy cannot be claimed through Medicare anyway).
Private Health: Ella has provider numbers for many private health insurers. Depending on your insurer and level of cover, you may get something back, please discuss with Ella at your session.
Accessibility: Unfortunately my office has stairs and no lift. If you have access issues and want to see me, get in touch and we can arrange an alternate meeting option.
Children: If no alternative care is available, babies under 9 months are able to attend with you. Children over this age are not permitted in counselling sessions.