Booking Terms & Conditions

Acknowledgement

‍By booking with Morningspell Support, you confirm that you have read, understood, and agree to this Booking Policy. If you book on behalf of someone else, you agree to these terms on their behalf.‍

Disclaimer: The information on our website and other online platforms is for general information only and does not constitute health or medical advice. We do not provide a crisis service. If you are experiencing an emergency, please contact emergency services or a crisis line immediately.

Bookings

Morningspell Support operates a waitlist due to high demand for our services. To ensure everyone gets the support they need, only clients who have received a booking invitation should proceed with making an appointment online. We may cancel any new client bookings made without a prior invitation.

Once you receive your invitation, you'll be able to access the Morningspell Support Client Portal. This is where you can easily create and change bookings, view your invoices, and make secure payments.

Fees & Payments

Timely payment is essential for us to continue providing high-quality care. Payment is due immediately following your session, and you can easily pay using the following options:
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  • Credit or Debit Card: You can pay at any time via your Morningspell Support Client Portal account using Stripe. We do not pass on additional surcharges for card payments.

  • Bank Transfer or PayID: For NDIS clients or those who prefer this method, you can find our bank transfer or PayID details at the bottom of your invoice in the Client Portal. Please ensure you use your invoice number as the transaction reference and email us your remittance advice at annabelle@morningspell.com.au.

  • We do not at this time accept flexible payments.

We require a valid credit or debit card to be stored securely on file for all bookings, with the exception of NDIS participants. By providing your card details, you authorise Morningspell Support to charge your card for session fees and any applicable cancellation fees.

  • Automatic Payments: If you prefer, you can advise us that you would like us to automatically charge your card on file for sessions after they've been completed.

  • No Credit or Debit Card: In specific circumstances where a card cannot be stored on file, we will review your booking on a case-by-case basis. If approved, a 50% deposit is required to secure each appointment. This deposit is non-refundable if the appointment is cancelled within the 48-hour notice period. If a deposit has been paid and you cancel with sufficient notice, it can be credited towards a future session or be refunded.

  • Payment Reminders: Payment is due immediately following your session. If a payment remains outstanding, we'll send you a reminder a couple of days after the session. If the payment is not made within a week, we will automatically process the payment using your card on file.

We reserve the right to suspend a client's access to services and cancel future appointments until any outstanding amount is paid in full. If an invoice remains unpaid, we may issue reminder notices and, if necessary, refer the matter to a third-party collections agency or initiate legal proceedings to recover unpaid fees. You may be held liable for the full debt, including any additional costs incurred.

If two invoices remain overdue at the same time, we may pause your access to bookings and temporarily suspend services until outstanding fees are paid. This helps ensure that invoicing stays accurate and that virtual assistants’ time is used responsibly. If you are experiencing financial difficulty, please contact us, we’ll always discuss reasonable options with compassion.

  • Payment Disputes: If you have a dispute regarding a fee, you must notify us within 14 days of when the fee was charged. We will review the dispute and provide you with an outcome within 14 days.

We always aim to be transparent about our fees. Our current rates are listed on the What We Do section of our website, and they may be adjusted from time to time. The fee for your service will be based on the current rate at the time of your appointment. The pricing that was in place when you joined our waitlist or during your time as a client may not be the same as our current fees. For our existing clients, we will always provide advanced notice of any upcoming fee changes to ensure a smooth transition and allow you to plan accordingly.

Rebates

We are unable to offer Medicare or private health insurance rebates for our services.

NDIS

NDIS funds may be able to be used for Morningspell Support services. You or your plan manager will be invoiced for services and any cancellation fees, and the invoice must be paid promptly after the provision of services.

Cancellation Policy

‍Our cancellation policy helps us remain sustainable and allows other clients on our waitlist to access appointments. To avoid a cancellation fee, you must cancel or reschedule at least 48 hours before your appointment begins. Full details can be found on the Cancellation Policy section of our website.

Engagement 

At Morningspell, we understand that many of our clients experience difficulties with executive functioning, mental health, and life stressors. It is common for capacity to fluctuate, and for people to find it difficult to keep up with appointments, communication, and ongoing engagement. Our goal is to make expectations clear, supportive, and fair for everyone.

To maintain continuity of care and to ensure our VAs can manage their caseloads sustainably, we ask that our clients:

  • attend at least one session per month, or

  • stay in contact with their VA if they need more time between sessions.

If there is a period of non-attendance and no communication, your file may be marked inactive and any future bookings may be cancelled. This ensures appointments are offered fairly and that VAs can manage their caseloads responsibly.

If you need a longer break for any reason such as burnout, illness, travel, study, family responsibilities, or financial pressure, please let us know. We fully understand that capacity changes, and staying in touch helps us keep your file active and your care safe.

Not attending sessions or going quiet for long periods makes it difficult for VAs to maintain their support work caseloads. It also affects their emotional load and prevents fair access for others on our waitlist.

Engagement Expectations 

To keep your file active and ensure continuity of support, clients must book and attend at least one session per month or stay in regular contact with their VA / admin team if they need more time between sessions. This helps us maintain an accurate understanding of your care needs while supporting fair access to appointments for other clients.

If you know you’ll need a longer break, please let us know so we can update your file and plan appropriately.

Lapses and Inactive Clients

Clients are considered lapsed after two months of no attendance and no communication. Before this happens, we will send a check-in email to give you the chance to reconnect or let us know your plans.

At the beginning of the lapse period, we will send a final message letting you know that your file will be closed in seven days if we don’t hear from you.

If we still do not receive a reply:

  • Any future bookings will be cancelled

  • Your portal access will be disabled

  • Your file will be closed

This process supports a fair and sustainable workload for the team and access opportunities for other clients.

Your VA may extend this timeframe or reopen a file if appropriate and if their schedule allows. Where helpful, a closure session may be offered to support next steps or referral options.

Re-engagement

If your file has been closed due to inactivity, whether you paused your virtual assistance without notice or completed your work with us and would like to reconnect, you are welcome to join our waitlist again.

We do not hold ongoing appointment slots for inactive clients, but we will always support you kindly and clearly through the process of returning when you’re ready.

Because significant time away can change your needs and support goals, returning clients are not guaranteed immediate availability. This helps us manage capacity fairly and ensures VAs are available for clients who are currently engaged in active sessions.

Virtual Assistance

Virtual assistance at Morningspell is a collaborative process. During your intake session, your virtual assistant will help you clarify your goals, preferred session rhythm, and the supportive approach that feels sustainable for you. Many clients find that regular or fortnightly sessions provide helpful momentum, but this varies depending on your needs and capacity. You are always welcome to discuss your schedule with your VA to find a balance that works for you.

Session Frequency

While each client’s needs are different, virtual assistance works best when there is some consistency. Your VA may talk with you about what frequency supports your goals, and you are encouraged to share what feels manageable for you. We understand that capacity can shift due to health, burnout, stress, study, family responsibilities, or life changes.

Location & Safety

All services are provided online via video and/or audio chat, or, where necessary, text communication via email. We may nominate and use specific third-party online platforms, which are subject to relevant cybersecurity guidelines. We are not responsible for any security breach by a third-party platform provider.

‍Our commitment to providing a safe and respectful environment extends to both our clients and our team. We have a zero-tolerance policy for any form of abuse or harassment towards our staff. If this occurs, we reserve the right to cancel your appointment at any time and end our professional relationship. In such cases, no refund will be provided for the session.

Termination of Services

Either you or Morningspell Support may end the professional relationship with two weeks’ written notice. If our sessions together are ending, we’ll work with you to ensure a safe and respectful wrap-up, and we’ll provide referral options if needed. Morningspell Support may also immediately discontinue services if there are ongoing unpaid invoices, repeated no-shows, or behaviour that breaches our safety or communication guidelines.

Feedback and Concerns

We welcome feedback about your experience. If you have a concern or complaint, please email annabelle@morningspell.com.au. We’ll acknowledge it promptly and do our best to resolve the matter quickly and respectfully. If a formal process is required, we can outline next steps or connect you with the relevant professional body.

These Terms were last updated in December 2025.