How do I charge for a no-show or last minute cancellation?

If a client cancels within 24 hours or doesn't show up to their appointment, you are welcome to invoice us for the session.

You can invoice us in these cases by clicking Did not attend.

When asked Did the appointment go ahead? select No
When asked Why did it not go ahead? select Client did not attend

When asked Would you like to charge for the appointment? If you click No, there will be no invoice generated. If you click Yes, an invoice will be generated for you to review and submit to us.

If they are an EAP client, clicking No means this won’t count as a session/won’t deduct from their allocation. If you click Yes this will count as a session/will deduct from their allocation.

Ideally, all Client DNA sessions need to have been booked on the Clearhead system, ahead of time as bookings made on our platform send clients automated reminders leading up to the scheduled appointment. This is our way of trying to reduce the number of no-shows on the platform, for you.

If you have an EAP no-show, and it's for a booking that isn't on the system, please reach out to us at: therapist-support@clearhead.org.nz as this isn't a hard-and-fast rule! We remain flexible, as we can appreciate that DNA's do just happen sometimes.