You can invoice us in these cases by clicking the Mark Completed button as you would with processing regular appointments.

However on the next page select No for the question Did the appointment go ahead? and Client did not attend for the question Why did it not go ahead?

In the last page you will have the option to charge for the appointment. If you click No, there will be no invoice generated, however if you click Yes, an invoice will be generated for you to review and submit to us.

This will be paid by us, but will count as one of the client's sessions depleted. For more invoicing information, please refer to: Invoice Clearhead directly for EAP referrals

  • This only applies to EAP referrals that you receive from us. Private clients will be subject to your own cancellation policies.
  • Ideally, all Client DNA sessions need to have been booked on the Clearhead system, ahead of time.
  • Bookings made on our platform send clients automated reminders leading up to the scheduled appointment. This is our way of trying to reduce the number of no-shows on the platform, for you.


If you have an EAP no-show, and it's for a booking that isn't on the system, please reach out to us at: therapist-support@clearhead.org.nz as this isn't a hard-and-fast rule! We remain flexible, as we can appreciate that DNA's do just happen sometimes.