Booking & Cancellation Policy
Life happens, and sometimes changes are necessary. To ensure fairness to all our clients and practitioners, and to manage our schedule efficiently, please read our policy.
Cancellations & Rescheduling by You
24-Hour Notice Required: Please provide a minimum of 24 hours' notice if you need to cancel or reschedule. This lets us offer the sessions to others.
How to Cancel/Reschedule: Use the link in your confirmation email or contact us at kiaora@hinerei.co.nz
Late Cancellations (Less than 24 hours' notice):
- Private sessions: A 100% cancellation fee will be charged.
- Funded sessions (ACC, EAP, Community Partners): A late cancellation fee may apply directly to you as per your funding provider's terms. Repeated late cancellations might impact future funded access. Please check your provider's cancellation policy for more details.
No-Shows: If you miss your appointment without notice:
- Private sessions: The full session fee will be charged and is non-refundable.
- Funded sessions: You'll may be responsible for the full fee, which your provider will determine based on their terms and conditions. Future funded sessions may also be affected.
Arriving Late
Please aim to arrive a few minutes early. If you're late, your session will still end at the original scheduled time, meaning a shorter session. The full fee will still apply for unfunded sessions. For funded sessions, your provider will be billed for the full scheduled time.
Cancellations & Rescheduling by Us
Rarely, we might need to reschedule or cancel (e.g., practitioner illness). We'll notify you ASAP via phone or email and we'll offer to reschedule or, for unfunded sessions, provide a full refund.
Funded Sessions (ACC, EAP, Community Partners)
Eligibility: Confirm your eligibility and referral with your provider before booking.
Your Responsibility: You're responsible for adhering to our cancellation policy and your funding provider's attendance terms. See section 1 for details on late cancellations and no-shows for funded sessions.
Contact us
Questions or need to manage a booking? Contact us on kiaora@hinerei.co.nz