We’ve designed this to be as simple and as fair as we can make it. The short version: if you need to change or cancel an appointment, your payment isn’t lost — you can have it back, or keep it as credit toward your next appointment, as long as you let us know in time.

Confirming your appointment

Every appointment — whether it’s your first or your fifteenth, in the clinic or by telehealth — is paid in full, with your intake and consent forms completed, no later than 5:00pm on the third business day before your appointment. Business days are Monday to Friday, excluding weekends, Queensland public holidays and Gold Coast Show Day. Two 5:00pm deadlines matter, and the table shows both:

If a public holiday falls within either period, both deadlines move one business day earlier.

If we haven’t received payment by then

We’ll send you an SMS, and we may offer the appointment to another client from the next business morning. You won’t be charged anything. If the time is still free, you’re welcome to take it back by completing payment.

If you need to change or cancel

We understand that things come up — and that sometimes the reason you can’t make it is the very reason you’re seeing us. What happens to your payment depends on when you tell us:

• ◆Three (3) or more business days before (by 5:00pm) — you choose a full refund or a credit toward a future appointment. If you haven’t paid yet, nothing is owed.
• ◆After that, up to two (2) business days before (by 5:00pm) — your payment is held in full as a credit toward a future appointment (a refund isn’t available at this stage).
• ◆Later than that, on the day, or if you don’t attend — the fee is kept as a cancellation fee and isn’t credited or refunded. This is the one situation we can’t work around: your practitioner has set the time aside and it can’t be offered to anyone else.

All changes and cancellations are by SMS to 0474 919 759 — email and phone messages aren’t counted, because we can’t guarantee they’re seen in time. Please give us as much notice as you can, but tell us even if it’s last-minute — a message still lets us offer the time to someone else.

Your account credit

Your credit is held as a dollar amount on your account, is valid for 12 months from the date of the cancelled appointment, and applies automatically to your next invoice — so if our fees change in the meantime, you only ever pay the difference. Once your payment is held as a credit it is non-refundable and non-transferable to another person.

Telehealth and the 15-minute rule

For telehealth appointments, not joining within 15 minutes of the start time is treated as non-attendance. Your appointment still finishes at its scheduled time.

If your appointments are funded by someone else

Where your appointments are funded by a third party — including NDIS, WorkCover, victim-assist schemes, an employer or an EAP — non-attendance fees are generally not payable by the funder and remain your personal responsibility.

Medicare and other rebates

Rebates are only payable for appointments you attend. If you don’t attend, no rebate applies and the full fee is your responsibility — not just the usual gap payment.

If we need to change your appointment

If we need to cancel or move your appointment, your payment carries over in full, or we’ll refund it if you’d prefer. No conditions apply.

Refunds and financial hardship

Payments made three or more business days ahead can be refunded or credited, your choice. After that, payments are held as account credit; if you’re ending your care and can’t reasonably use your credit, you’re welcome to request a refund of the unused amount. If you’re experiencing genuine financial hardship, please ask us about our Hardship Pre-Payment Variation.