Cancellation Policy
This policy is strictly enforced and covers all pay-as-you-go services (Private, Medicare and DVA). This policy does NOT cover NDIS consultations (self and plan-managed). Please see the terms and conditions for the NDIS cancellation policy)
1.1. You may cancel or reschedule your appointment without charge at anytime 24 hours before your appointment.
1.2. Cancellations or reschedules within 24 hours* of your appointment will be charged 50% of the scheduled service fee.
1.3. If you do not call to cancel your appointment or do not show up for your scheduled appointment, you will be charged the full fee for the scheduled service.
1.4. Cancellation fees are due within 14 days. Payments made after the due date will incur a $40 administration fee and are automatically sent for debt collection.
1.5. Cancellations fees may be waived for medical emergencies with presentation of a doctors’ certificate. COVID-19 positive tests are not eligible to waive fees.
1.6. Neither the practitioners nor the customer service staff are authorised to waive cancellation fees.
1.7. Cut off times for arriving for your appointment are 20 minutes for a 60 minute consultation and 10 minutes for a 30 minute consultation. If you arrive prior to these cut off times your consultation may go ahead for the full fee, but your consultation time will be reduced. If you arrive after these cut off times, your consultation will NOT proceed and you must pay for the consultation in full as per the policy above.
*For appointments on a Monday (or Tuesday after a public holiday), notice must be given by COB the Friday prior as the office is not manned over the weekend. Please see our Terms and Conditions for our full conditions of service.
