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:

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NeuroNest Payment and Cancellation Policy

Applicable to both packages and pay-per-session clients

Cancellations

A minimum of 48 hours’ notice is required to cancel or reschedule a session.

Notice is deemed received only during NeuroNest operating hours:

• Tuesday to Friday, 10.00am to 7.00pm
• Saturday, 10.00am to 4.00pm

Any message sent outside these hours shall be deemed received at the next opening time.

Cancellations made with less than 48 hours’ notice, calculated on that basis, will be treated as late cancellations.

Late-cancelled sessions are considered used and remain chargeable in accordance with this policy. These sessions cannot be:

• rescheduled;
• credited;
• refunded;
• transferred to another person;
• added to the end of a package.

Payment for Individual Sessions

Payment for individual sessions is required in full on the day of the 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 the child’s reserved appointment time is secured and that sessions run smoothly without interruption.

Package Reservation Deposits

For package options, a non-refundable reservation deposit is required before the package can commence.

The reservation deposit is:

• €120 for standard packages;
• €180 for packages requiring two practitioners.

The reservation deposit must be paid within 7 days of booking and no later than 7 days before the package start date.

The reservation deposit is deducted from the first instalment and is not an additional charge.

No package start date, recurring weekly appointment slot, practitioner allocation, or package booking is guaranteed until the reservation deposit has been received.

The remaining balance of the first instalment is payable on or before the first session.

Future instalments will be outlined in advance and recorded on the appointment sheet.

Clients may also choose to pay the full package amount in one payment before or on the first day of the package, should they prefer.

Where a reservation deposit is not received by the required deadline, NeuroNest reserves the right to cancel the booking and offer the slot to another family without further notice.

Where a reservation deposit has been paid but the family chooses not to commence the package, cancels before the start date, fails to attend the first session, or becomes uncontactable prior to commencement, the reservation deposit will be forfeited and retained by NeuroNest.

The reservation deposit represents the cost of reserving practitioner time, administration time, appointment availability, and clinical resources that could otherwise have been offered to another child.

Payment Methods

Payments can be made by:

• credit or debit card through our POS terminal;
• EFT / bank transfer;
• cash payment at the practice;
• online payment link, where applicable.

EFT payments are accepted but must be received at least two working days prior to the scheduled appointment where payment is required to secure the session or package.

Online payment links may be issued where required.

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 unless otherwise agreed.

Package Reservation and Slot Allocation

When a package is booked, NeuroNest reserves the following for the child for the duration of the package:

• a recurring appointment slot;
• practitioner availability;
• administration time;
• clinical resources;
• room and timetable availability.

Because appointment capacity is limited, package places cannot be held without a reservation deposit.

Booking a package represents a financial and scheduling commitment.

Once a package start date, recurring appointment slot, and practitioner allocation have been agreed, NeuroNest reserves the right to retain the reservation deposit if the family later decides not to commence the package.

This is because appointment time and resources have already been reserved and made unavailable to other families.

Planned Absences and Slot-Holding Policy

NeuroNest understands that families may occasionally need to miss a session due to planned travel, holidays, school commitments, medical appointments, or other circumstances.

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 from being completed within the agreed timeframe.

As a general rule, an extended gap includes:

• two consecutive weeks or more;
• repeated cancellations that significantly disrupt the package schedule;
• any absence pattern that materially disrupts the package schedule;
• any absence pattern that prevents the package being completed within the agreed timeframe.

In such cases, NeuroNest may:

• release the reserved day/time and allocate it to another family, including families on a waiting list;
• offer the family a different appointment time based on the next available appointment;
• require the family to wait until suitable availability becomes available.

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.

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, report, consultation, letter, form, school communication, or professional documentation required.

Services may include:

• developmental evaluations;
• sensory profiling;
• standardised assessments;
• tailored intervention plans;
• progress reports;
• professional letters;
• form completion;
• school or preschool consultations;
• other written documentation.

For certain assessments or reports where costs vary, a written quote can be provided before confirming and scheduling the service.

All enquiries about assessment content should be directed to Kristina Rautek Potocnik.

Questions about fees and payment should be directed to Mihaela Potocnik.

Termination of Services by NeuroNest

NeuroNest may pause, suspend, or terminate services where a client does not follow our policies or where we cannot safely, reliably, or reasonably continue to provide sessions.

This applies to both session packages and single session bookings.

Where there is a waiting list, NeuroNest may not be able to continue holding an allocated slot.

Services may be paused, suspended, or terminated in cases including, but not limited to:

• repeated late cancellations;
• repeated no-shows;
• failure to give the required cancellation notice;
• long gaps in attendance that prevent sessions being used within the agreed timeframe;
• missed or overdue payments;
• failure to pay a reservation deposit or first instalment by the required deadline;
• failure to commence a booked package;
• lack of communication that prevents appointments, package commencement, payment, or scheduling arrangements from being confirmed or managed;
• behaviour that puts staff, children, or other people at risk;
• disrespectful, aggressive, abusive, threatening, or inappropriate communication towards staff;
• situations where a child repeatedly hits, harms, or places staff or others at risk and the parent or guardian does not support reasonable safety boundaries.

Where a family books a package but fails to commence services, fails to make the required reservation deposit, fails to attend the first session, or becomes uncontactable prior to commencement, NeuroNest reserves the right to:

• cancel the booking;
• retain any reservation deposit paid;
• offer the appointment slot to another family.

If NeuroNest terminates services, sessions may stop immediately, the client file may be marked inactive, and the reserved slot may be released and offered to another child.

For session packages, where NeuroNest terminates due to non-compliance, safety concerns, missed payments, or loss of contact, the family will only be charged for sessions that have already taken place at the package rate, together with any charges already incurred under this policy.

Any remaining sessions in the package will not continue and may be forfeited.

Any outstanding balance for sessions already delivered, plus any charges already incurred under the policy, remains due and payable immediately.

Refunds apply only for prepaid package sessions that have not taken place where NeuroNest cancels services for reasons on our side.

Any refund for unused prepaid package sessions will be processed within 14 working days after the account is reconciled and any outstanding balances are cleared.

This refund section does not apply to single session bookings, as single sessions are paid on the day.

Before any future bookings can be made, all outstanding balances, reservation deposits, package instalments, late fees, report fees, and other charges must be paid in full.

Availability is not guaranteed after termination, and returning to services may require a new intake appointment and payment at current rates.

Invalidation of Sessions

Sessions may be forfeited where a client does not meet the notice, attendance, communication, or payment requirements in this policy.

In particular, the following may be treated as sessions used:

• late cancellations that fall outside the required notice period;
• missed appointments with no notice;
• sessions missed due to overdue payment;
• sessions missed due to failure to communicate;
• sessions missed after the family stops attending.

These sessions are forfeited and cannot be:

• rescheduled;
• credited;
• transferred;
• refunded;
• added onto the end of a package.

If a family stops attending, stops responding, or the package ends early, any sessions already invoiced and any sessions forfeited under this policy remain chargeable.

This applies even where the child attended only part of the package.

This approach protects accurate records, supports correct invoicing, and allows NeuroNest to release unused appointment slots fairly to other children on the waiting list.

Transparent Communication

If you have any questions or need further clarification about payment, cancellations, packages, reports, 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 and 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 relevant professional bodies, where applicable, and further information is available on www.neuronest.ie.

It is the parent or guardian’s responsibility to contact their health insurance provider directly to confirm what therapeutic services may be covered under their specific plan and to understand any requirements for reimbursement.

NeuroNest cannot guarantee reimbursement by any insurance provider.

Applicable Primarily to Packages

Late Payment Policy

To ensure continuity of service and fairness to all families, payments are due in full by the agreed due date.

Where payment is not made on the agreed date, NeuroNest may issue an online payment link.

Families will have 48 hours from the time the payment request is issued to complete payment.

If payment remains outstanding after 48 hours, a late administration fee of 2% of the outstanding balance may be applied for each completed calendar week that the balance remains unpaid.

NeuroNest reserves the right to:

• suspend future appointments;
• pause packages;
• release reserved appointment slots;
• refuse reports or documentation;
• terminate services where payments remain overdue.

If you anticipate difficulty meeting a payment deadline, we encourage you to contact Mihaela Potocnik in advance to discuss options.

Any alternative payment arrangement must be agreed in writing by NeuroNest.

Package Payment Commitment

When purchasing a session package, families agree to the payment plan outlined at the start of the package.

Payment dates must be honoured regardless of:

• attendance;
• holidays;
• illness;
• travel;
• school closures;
• other personal circumstances.

Any change to the payment plan must be agreed in writing by NeuroNest.

The reservation deposit secures the child’s recurring appointment slot, practitioner allocation, administrative time, and clinical resources.

The reservation deposit must be paid within 7 days of booking and no later than 7 days before the package start date.

The reservation deposit is deducted from the first instalment and is not an additional fee.

Where a reservation deposit is not received by the required deadline, NeuroNest reserves the right to cancel the booking and offer the slot to another family without further notice.

Where a reservation deposit has been paid but the family chooses not to commence the package, cancels before the start date, fails to attend the first session, or becomes uncontactable prior to commencement, the reservation deposit will be forfeited and retained by NeuroNest.

Booking a package represents a commitment to purchase that package.

Once a package start date, recurring appointment slot, and practitioner allocation have been agreed, NeuroNest reserves the right to retain the reservation deposit even if the family later decides not to commence the package.

This is because appointment time and clinical resources have already been reserved and made unavailable to other families.

If a family is unable to attend sessions during part of the package, the agreed payment schedule remains in place and payments must still be made on the specified dates.

Where payments become overdue, NeuroNest reserves the right to suspend services until the account is brought up to date.

Any missed sessions resulting from overdue payments may be forfeited and remain chargeable.

Before booking any new package or resuming services, all outstanding balances, reservation deposits, package instalments, report fees, late fees, and other charges must be paid in full.

Session Package Completion Timeframe

All session packages must be completed within the agreed timeframe set at the time of booking.

Each package includes a defined number of complimentary reschedules:

• 20-session package: up to two sessions may be rescheduled;
• 15-session package: one session may be rescheduled;
• 10-session package: no complimentary rescheduling is included.

These are the only sessions that may be rescheduled or added to the end of the package without additional charge.

Rescheduling is subject to:

• availability;
• the required notice period outlined in the cancellation policy;
• the active package timeframe.

Where availability permits, the session will be moved to a suitable alternative date.

If no appropriate slot is available within the active package period, the eligible rescheduled session may be added to the end of the package.

Any such sessions must be completed within a maximum of one or two weeks after the official end date of the package, depending on the package type and NeuroNest availability.

Families may cancel additional sessions beyond the number included in their package; however, any cancellations exceeding the allocated reschedule allowance will be marked as payable and will not be added to the end of the package.

Sessions cannot be extended indefinitely.

It remains the responsibility of the family to attend scheduled appointments and to manage cancellations within the agreed package structure and timeframe.

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 may be recalculated at the full standard non-discounted session rate.

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.

For administrative and insurance purposes, session packages may be invoiced in batches, with each invoice corresponding to a single scheduled session.

These invoices document the professional time reserved for the child and the appointment slot allocated within the practitioner’s calendar.

Payment of an instalment serves two functions simultaneously:

• it secures the child’s reserved appointment slot within the schedule;
• it corresponds to the issued invoices for those sessions.

As a result, where a package is discontinued after invoices have been issued and corresponding time slots have been reserved, both the recalculation to the standard session rate and the reservation of those invoiced sessions may apply together.

Where invoices have been issued and appointment slots reserved, the value of those sessions remains chargeable in accordance with this policy.

If a family chooses not to attend some or all scheduled sessions after discontinuing the package, those sessions may still be considered used or forfeited, as the professional time was reserved and made unavailable to other families.

Refunds are not guaranteed.

Depending on the number of sessions attended, the number of sessions reserved, 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 account reconciliation, it will only be issued once the account is fully settled, including any outstanding:

• instalments;
• late fees;
• report fees;
• other balances.

Refunds, where applicable, will be processed within 14 working days after the account has been reconciled.

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 automatically extend the package timeframe.

The package must still be completed within the original agreed duration unless otherwise agreed in writing by NeuroNest.

If instalments are missed, attendance stops, or communication ceases without completion of the payment plan, the package may be marked as inactive and remaining sessions may 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 may 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 Packages

Reports and written documentation linked to a package are provided only to clients who complete their package in full and comply with all payment terms.

Clients who do not complete their package, discontinue early, stop attending, or fail to meet payment obligations are not eligible for package-linked reports, summaries, or written documentation unless otherwise agreed in writing by NeuroNest.

Any package-linked report discounts are automatically forfeited where the package terms have not been met.

Reports, letters, forms, professional summaries, and written documentation may be withheld where there is an outstanding balance on the account.

Policy Purpose

This policy is in place to protect the integrity of the service, ensure fairness to all families, support appropriate staffing and scheduling, and maintain compliance with insurance, administrative, professional, and financial requirements.

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Agreement to Policy Terms

By making your first payment to NeuroNest, including a reservation deposit, package instalment, individual session payment, assessment fee, report fee, or any other service payment, you acknowledge and agree to the terms set out in this Payment and Cancellation Policy.

This includes compliance with:

• payment schedules;
• cancellation and rescheduling rules;
• package usage conditions;
• report and documentation rules;
• all related procedures

From the moment of your first payment, your continued use of NeuroNest services signifies your acceptance of these terms.