Cancellations & Refunds

We understand that life happens and sometimes appointments need to be changed. As a clinical practice, our time is carefully managed to provide the best care to all clients. This cancellation and refund policy ensures we can operate fairly, ethically, and in accordance with our professional obligations.


CANCELLATION NOTICE PERIOD

To cancel your session, we require at least 48 hours notice prior to the scheduled appointment.

  • With sufficient notice: You may receive a refund of the session fee, minus a cancellation fee of 20% to cover administration and lost booking time.
  • With less than 24 hours notice: The session fee is non-refundable.

This cancellation policy helps us offer cancelled appointments to other clients in need, maintain clinical availability, and ensure fair access to care for all.

Cancellation Fee

The cancellation fee reflects:

  • Time allocated by your practitioner
  • Preparation for your session
  • Lost opportunity to rebook the appointment slot

The cancellation fee will be deducted from the booking fee or any payment made to secure your appointment. If no prior payment was made, the fee may be invoiced.

Exceptions:

We understand that illness, emergencies, or other unforeseen events may occur. We will review cancellation requests on a case-by-case basis.

If exceptional circumstances apply, please contact us via email or phone as soon as possible. We will consider a waiver of the cancellation fee where appropriate and in line with professional obligations.

 

HOW TO CANCEL

To cancel an appointment:

  • Notify us via email or by calling the clinic phone number
  • Include your name, appointment date/time, and reason for cancellation
  • Cancellations are only valid once you receive confirmation from us

 

REFUNDS & BOOKING DEPOSITS 

Cancellations within the required notice period:
Appointments cancelled within the required notice period will have the booking deposit automatically converted to a credit and recorded against the client’s file for future use.

Requesting a refund:
If you would prefer the deposit to be refunded rather than held as a credit, refunds can be issued once we receive a verbal or written request. Refunds will be returned to the original payment method within 5–7 business days, unless otherwise agreed.

Late cancellations or missed appointments:
Deposits associated with appointments cancelled outside the required notice period, or missed without notice, are non-refundable and will be forfeited.

Clinic cancellations:
If we cancel your appointment, you will be offered the option of rescheduling, receiving a credit, or a full refund.

Australian Consumer Law:
Nothing in this policy overrides your rights under Australian Consumer Law.


RESCHEDULING

You may reschedule your appointment once without additional fees if at least 48 hours notice is provided.

Rescheduled sessions must occur within 4 weeks of the original booking date. Requests outside this timeframe may be treated as cancellations.

Exceptional cases will be considered on an individual basis.

 

ACKNOWLEDGEMENT AND AGREEMENT

By booking a session, you acknowledge and agree to this cancellation and refund policy. We believe the notice periods and fees set out above are fair, reasonable, and necessary to protect the professional and clinical integrity of our services.


POLICY UPDATES

This policy may be updated from time to time. It is your responsibility to review the most recent version. Continued use of our services after updates will be deemed acceptance of the revised terms.

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