Payment & Cancellation Policies
NeuroNest Payment and Cancellation Policy
At NeuroNest, we are committed to providing tailored developmental support for children and their families. To maintain the quality of our services and ensure accessibility for as many families as possible, we have established the following payment and cancellation policies:
Payment Policies;
Payment on the Day of Session
Payment for individual sessions is required in full on the day of your appointment. Payments are made directly in the office, either before or after the session. This applies most commonly to initial intervention sessions, but also to any other individual sessions outside of a package. Payment on the day ensures that your child’s reserved time is secured and that sessions run smoothly without interruption.
Packages
For package options, the first instalment is payable on the first day of the package. Future instalments will be outlined in advance and recorded on your appointment sheet. Clients may also choose to pay the full package amount in one payment on the first day, should they prefer. This ensures clarity and allows your child’s sessions to remain reserved and tailored to their needs.
Late Payment Policy
To ensure continuity of service and fairness to all families, payments are due in full by the agreed due date. A late fee of 2% of the outstanding balance/instalment will be applied for every 12-hour period that payment is delayed. This fee continues to accrue daily until the balance is settled.
In cases where payment is not made in the office on the day of the appointment, an online payment link will be issued the same day. Families will have 12 hours to complete the payment using this link. If payment is not received within that timeframe, the late fee calculation of 2% per 12-hour period will begin to apply.
If you anticipate difficulty meeting a payment deadline, we encourage you to contact Mihaela Potocnik in advance to discuss options.
Assessment and Report Writing Fees
Assessment and report writing are separate services and are not included in therapy packages unless specifically stated. Fees vary depending on the type of assessment or report required and will be discussed with parents during the initial consultation. A pricing list is provided at the first intervention session for reference.
Services may include developmental evaluations, sensory profiling, standardised assessments, and tailored intervention plans. For certain assessments where costs vary, a written quote can be provided before confirming and scheduling the service. All enquiries about these services and fees should be directed to Kristina Rautek Potocnik.
Payment for Session Packages
Discounted packages for multiple sessions are available. The payment plan for each package is outlined on the pricing sheet provided to families. The number of instalments permitted depends on the end date of the chosen package, and these details will be agreed upon during consultation.
Payment Methods
Payments can be made in person using a credit or debit card through our POS terminal. EFT (Electronic Funds Transfer) payments are accepted but must be received at least two working days prior to the scheduled appointment to secure the session. We also accept cash payments at the practice.
Online payment links will automatically be sent if a payment is missed on the day it is due. However, if you prefer to receive an online payment link for every scheduled payment in advance, you may request this during your first visit. Once requested, this arrangement will apply to all future appointments.
Package Payment Commitment
When purchasing a session package, families agree to the outlined payment plan provided at the start of the package. Payment dates must be honoured regardless of attendance or personal circumstances, including holidays or time away. If a family is unable to attend sessions during part of the package, the agreed payment schedule will remain in place, and payments must still be made on the specified dates.
In such cases, an online payment link will be issued on the agreed dates, and payment must be completed in full to ensure the package remains valid and future sessions are reserved.
Cancellation and Rescheduling Policies;
If you need to cancel or reschedule an appointment, at least 72 hours’ notice must be provided. This allows us to reallocate the time to another child and minimise disruption to our schedule.
Cancellations made with less than 72 hours’ notice, or missed appointments without notice, will be charged at 100% of the session cost. These missed sessions cannot be rescheduled, credited, or added onto the end of a package under any circumstances. Cancellations made with at least 72 hours’ notice may be rescheduled, subject to availability. In specific emergency circumstances, we will use discretion and do our best to rearrange or reschedule where possible.
For families paying by instalments for packages, the agreed payment plan continues regardless of attendance. For example, if you cancel on the day of an appointment, you will not receive a discount or reduction in your instalment for the missed session. Payment obligations remain in full as agreed at the start of the package.
Session Package Completion Timeframe
All session packages must be completed within their agreed timeframe. In cases where a session must be rescheduled, families will have a maximum of two weeks after the official end date of the package to complete any missed sessions. Within this period, a maximum of two additional sessions may be added at the end of the package, provided the required notice period under the cancellation policy has been met and the sessions are taken during the family’s usual allocated time slot.
Sessions cannot be extended indefinitely, and it remains the responsibility of the family to attend booked sessions and to work within the package timeframe.
Planned Absences and Slot-Holding Policy
NeuroNest understands that families may occasionally need to miss a session due to planned travel or commitments. Where advance notice is provided (for example, notice given weeks in advance for a one-week holiday), we will accommodate this where possible and keep the family in their usual slot within the package timeframe.
However, NeuroNest cannot keep a recurring time slot reserved where attendance is paused for an extended period or where missed sessions prevent the package being completed within the agreed timeframe. As a general rule, an “extended gap” includes two consecutive weeks or more, or any absence pattern that materially disrupts the package schedule.
In such cases, NeuroNest may:
- Release the reserved day/time and allocate it to another family (including families on a waitlist), and/or
- Offer the family a different appointment time based on the next available availability.
Where a slot has been released, families may return only into the next available appointment, and the original time/day cannot be guaranteed. If no suitable alternative slot is available at that time due to full booking, the family may need to wait for availability.
Cancellation of Session Packages
If a session package ends before all sessions are completed—whether the client chooses to discontinue or the package is ended for any reason—the package discount is automatically void. All sessions already attended will be recalculated at the full standard (non-discounted) session rate, and this recalculation applies regardless of the reason the package ends. Any difference between what has been paid and what is owed after recalculation becomes immediately payable.
Refunds are not guaranteed. Depending on the number of sessions attended and the total amount paid to date, the client may owe an additional balance to cover the difference between the discounted package rate and the standard session rate. If a refund is due after recalculation, it will only be issued once the account is fully settled (including any outstanding instalments or balances). Refunds, where applicable, will be processed within 14 working days.
Packages represent a binding financial and scheduling commitment. Once a package has commenced, it cannot be paused, extended, or placed on hold without prior written agreement from NeuroNest management. A break in attendance does not delay payments or extend the package timeframe, and the package must still be completed within the original agreed duration (for example, 22 weeks for a 20-session package).
If instalments are missed, attendance stops, or communication ceases without completion of the payment plan, the package will be marked as inactive and all remaining sessions will be forfeited without refund. Any outstanding balance remains due in full, and NeuroNest reserves the right to pursue unpaid balances in accordance with Irish consumer and contract law.
Before booking any new package or resuming services, all outstanding balances must be paid in full. NeuroNest reserves the right to refuse new bookings or future services until the account is fully cleared. Availability cannot be guaranteed for families who discontinue and later wish to return. If the child’s previous slot has been allocated to another family, a new time will be offered only if space allows. If a family stops attending without notice or payment, the child will be considered no longer an active client, and the file will be closed in accordance with insurance and compliance requirements. Returning later may require a new intake appointment and the purchase of a new package at the current rate.
Reports and written documentation linked to a package are provided only to clients who complete the package in full and comply with all payment terms. Clients who do not complete their package or who fail to meet payment obligations are not eligible for reports, summaries, or written documentation of any kind. Any package-linked report discounts are automatically forfeited where the package terms have not been met.
This policy is in place to protect the integrity of the service, ensure fairness to all families, and maintain compliance with insurance, scheduling, and financial regulations.
Termination of Session Packages (By NeuroNest)
NeuroNest reserves the right to terminate a session package where a client does not comply with the policies and commitments that underpin package pricing and reserved scheduling. Packages are discounted on the basis of predictable attendance, timely communication, and adherence to the agreed payment plan. Where these conditions are not met, NeuroNest may be unable to continue holding an allocated slot, particularly where there is a waiting list of children seeking support.
Termination may occur in circumstances including (but not limited to) repeated late cancellations or no-shows, failure to provide the required cancellation notice, extended gaps in attendance that prevent completion within the agreed timeframe, missed instalment payments, or communication ceasing such that appointments cannot be reliably confirmed or managed.
Where NeuroNest terminates a package, the package may be marked as inactive, the child’s reserved time slot may be released to another family, and any remaining sessions will be forfeited. Any outstanding balance under the agreed payment plan remains due in full, and NeuroNest may close the client file in line with insurance, record-keeping, and compliance requirements.
Where termination occurs due to non-compliance or cessation of attendance/communication, the package will be treated as ending before completion and the account will be reconciled under the Cancellation of Session Packages terms, meaning the package discount is void and sessions already attended will be recalculated at the full standard (non-discounted) session rate. Any balance due becomes immediately payable, and any refund due (if applicable) will only be processed once the account is fully settled and within 14 working days.
Before any future bookings can be made, all outstanding balances must be cleared in full. Availability cannot be guaranteed following termination, and any return to services may require a new intake appointment and the purchase of a new package at the current rate.
Invalidation of Sessions
Sessions may be invalidated (forfeited) where a client fails to meet the notice requirements or attendance expectations set out in this policy. In particular, cancellations made with less than the required notice period, or missed appointments without notice, are treated as forfeited sessions. Forfeited sessions cannot be rescheduled, credited, transferred, or added to the end of a package under any circumstances.
Where a package ends early (for any reason), any forfeited sessions will be included in the overall account reconciliation and treated as chargeable sessions. This ensures that financial records remain accurate, that invoicing is supported by attendance and policy outcomes, and that scheduling availability is managed fairly for all families.
Transparent Communication
If you have any questions or need further clarification about payment, cancellations, or other policies, please reach out directly to Mihaela Potocnik. In cases where Mihaela is unavailable, Kristina Rautek Potocnik can be consulted for limited assistance and will ensure you are directed back to Mihaela as soon as possible. Our team is here to assist you and ensure a smooth and supportive process.
Insurance & Professional Memberships
Some of the services offered by our team may be eligible for reimbursement through private health insurance providers. Our practitioners are registered with the relevant professional bodies (www.neuronest.ie). It is advisable to contact your health insurance provider directly to confirm what therapeutic services may be covered under your specific plan and to understand any requirements for reimbursement.
Agreement to Policy Terms
By making your first payment to NeuroNest, you acknowledge and agree to the terms set out in our Payment and Cancellation Policies. This includes compliance with our payment schedules, cancellation and rescheduling rules, package usage conditions, and all related procedures. From the moment of your first payment, your continued use of our services signifies your acceptance of these terms.
