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. If a public holiday falls within either period below, both deadlines move one business day earlier. A business day ends at 5:00pm.
| Your appointment is on | Payment & forms due — and last point to cancel for a refund or credit — by 5:00pm on | Last point to cancel and keep a credit — by 5:00pm on |
|---|---|---|
| Monday | the previous Wednesday | the previous Thursday |
| Tuesday | the previous Thursday | the previous Friday |
| Wednesday | the previous Friday | the previous Monday |
| Thursday | the previous Monday | the previous Tuesday |
| Friday | the previous Tuesday | the previous Wednesday |
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.
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:
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.
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 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.
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.
Questions about a payment or a booking? Text us on 0474 919 759, or send us a message through our enquiry form.