Cancellation & Rescheduling Policy

When booking an initial appointment, patients are informed of our cancellation and rescheduling policy. This policy applies to all appointments, including initial consultations and follow-up visits.

We require a minimum of 48 business hours’ notice to cancel or reschedule an appointment. For example, if an appointment is scheduled for Monday, the latest time to cancel or reschedule without charge would be by Thursday of the previous week, provided this still meets the 48 business hours’ notice requirement. As the clinic is not open on weekends, cancellations or rescheduling requests cannot be accepted during this time. Appointments with less than 48 business hours’ notice cannot be cancelled or rescheduled, and the online booking system will not allow changes within this timeframe.

Appointment Reminders

As a courtesy, an SMS reminder is sent five business days prior to your appointment. This message is one-way and cannot be replied to. However, the reminder contains a link with options so you can reschedule or cancel them online directly, provided the request meets the 48 business hours’ notice requirement.

Unfortunately, if an appointment is cancelled or rescheduled with less than 48 business hours’ notice, cancelled the business day prior, on the day of the appointment, or if the patient does not attend their appointment, the full appointment fee will be charged, and the patient will not be eligible for a Medicare/health fund rebate.

Patient Responsibility

We strongly encourage patients to make a personal note of their upcoming appointments and not rely solely on the SMS/email reminders. SMS/email reminders are sent as a courtesy to the mobile number and email on file and cannot account for issues such as changed or incorrect contact details.

Please note that the clinic is closed on Wednesdays and weekends. During these times, there is no staff on site, and phone calls or emails are not monitored or responded to. As such, cancellations or rescheduling requests cannot be accepted outside business hours.

Why This Policy Exists

This cancellation policy is necessary because a significant amount of time is reserved for each appointment, and preparation is done in advance to ensure patients receive the maximum benefit during their allocated session. While some practitioners require payment in advance, we instead rely on this policy and adhere to it strictly.