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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Applicable to both packages and pay-per-session clients;
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.
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.
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.
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.
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 should be directed to Kristina Rautek Potocnik, and questions about the fee to Mihaela Potocnik.
Termination of Services (By NeuroNest)
NeuroNest may pause or terminate services where a client does not follow our policies or where we cannot safely and reliably provide sessions. This applies to both session packages and single session bookings. Where there is a waiting list, we may not be able to keep holding an allocated slot.
Services may be paused or terminated in cases including, but not limited to, repeated late cancellations or 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, lack of communication that prevents appointments being confirmed or managed, behaviour that puts staff or other children at risk, or disrespectful behaviour towards staff including aggressive, abusive, or inappropriate communication. This includes situations where a child repeatedly hits or harms staff and the parent or guardian does not support safe boundaries.
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. Any remaining sessions in the package will not continue and will be forfeited. Any outstanding balance for sessions already delivered, plus any charges already incurred under the policy remains due and is 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 must be cleared 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 and attendance requirements in this policy. In particular, late cancellations that fall outside the required notice period, or missed appointments with no notice, are treated as sessions used. These sessions are forfeited and cannot be rescheduled, credited, transferred, or added onto the end of a package.
If a family stops attending or stops responding and 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, 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.
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Applicable primarily to 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.
1. 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.
2. 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.
3. 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. The 20-session package allows up to two sessions to be rescheduled. The 15-session package allows one session to be rescheduled. The 10-session package does not include any complimentary rescheduling. 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 and to the required notice period outlined in the cancellation policy. 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/two weeks (depending on package) after the official end date of the package.
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.
4. 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.
For administrative and insurance purposes, session packages are invoiced in batches (typically 5–7 invoices depending on the package structure), 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 therefore serves two functions simultaneously: it secures the child’s reserved appointment slot within the schedule and it corresponds to the issued invoices for those sessions. As a result, where a package is discontinued after invoices have been issued and the corresponding time slots have been reserved, both the recalculation to the standard session rate and the reservation of those invoiced sessions 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 of the 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 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 after the final booked date has commenced.
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 their 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.
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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.
