Cancellation Policy
Effective From 02 March 2026
MacStrong is committed to delivering consistent, high-quality mentoring services.
Because sessions involve confirmed mentor allocation, travel, preparation, and funding commitments, we require clear cancellation notice periods.
This policy applies to all mentoring services, including standard and intensive placements.
We aim to work collaboratively with agencies and whānau wherever possible to minimise disruption and avoid unnecessary charges. Early communication is encouraged to avoid cancellation charges wherever possible.
Standard Mentoring
Standard Mentoring is defined as mentoring arrangements of less than 15 hours per week.
Cancellation Notice Periods
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More than 72 hours notice - No charge
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24 to 72 hours’ notice - A 3 hour cancellation fee applies per booked session
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Less than 24 hours notice or no-show - Full charge of the booked session hours
Rescheduling
Where possible, alternative dates and times will be offered. Rescheduling does not automatically waive an applicable cancellation charge.
Intensive Mentoring
Intensive Mentoring is defined as mentoring arrangements of 15 or more hours per week.
Cancellation Notice Requirement
A minimum of two weeks notice is required to pause, end, or significantly reduce an intensive placement
Where less than two weeks notice is provided, charges of up to two weeks of the scheduled hours may apply at the contracted hourly rate.
Absconding, arrest, remand, or system-related interruptions do not automatically waive this notice requirement where mentor redeployment is not possib
When Charges Don't Apply
Cancellation charges will not apply when:
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MacStrong cancels the session
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Notice is provided within the required timeframe
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A significant emergency occurs, such as a natural disaster or immediate safety risk.
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Contractual terms explicitly override this policy
Definitions
No-Show
A no-show occurs when a young person is not present at the agreed location, is unavailable, or cannot be contacted within 15 minutes of the scheduled session start time. No-shows are treated as cancellations with less than 24 hours’ notice.
This policy forms part of MacStrong’s service terms and applies unless otherwise agreed in writing.