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Cancellation Policy

Our commitment, and why this policy exists

We hold appointment times exclusively for you. When an appointment is missed or cancelled at short notice, that time usually cannot be offered to another patient who needs care. As a single-clinician practice, this policy lets us keep fees fair and our schedule available to everyone.
 

Giving notice

If you need to change or cancel an appointment, please give us at least 24 hours’ notice so the time can be offered to someone else. You can cancel or reschedule:
 


What happens if you cancel late or don’t attend

These fees apply to private and self-funded appointments:
 
Situation
Fee
Cancelled or rescheduled with more than 24 hours’ notice
No charge
Cancelled or rescheduled with less than 24 hours’ notice
50% of the appointment fee
Did not attend (no notice given)
100% of the appointment fee
 
A late arrival of more than [15] minutes may be treated as a non-attendance if the remaining time is too short to treat safely.
 

How fees are charged

By booking with us you agree to keep a valid payment card securely on file (stored by our payment provider, not by us) and authorise us to charge any applicable cancellation or non-attendance fee to that card. We will send you a receipt. If you have no card on file, the fee will be invoiced and is payable before your next appointment.
 

Patients funded by Medicare, DVA or WorkCover

  • Medicare (Chronic Condition Management): a missed appointment is not a Medicare-billable service. We do not claim it from Medicare; any cancellation fee is a private charge to you and is applied on the same basis as for all patients.
  • DVA and WorkCover Queensland: cancellation/non-attendance fees are not charged to these schemes, and in most cases not to you either. Please give as much notice as possible, as repeated non-attendance may affect your treatment plan.

Fairness and genuine emergencies

We understand that illness, emergencies and unavoidable events happen. If you’re unwell, please do not attend — contact us and we’ll reschedule. Fees may be waived or reduced at our discretion in genuine emergency or hardship circumstances. If you feel a fee has been applied unfairly, please contact us at [email/phone].
 

Repeated non-attendance

If appointments are repeatedly missed, we may ask for prepayment of future bookings or, in some cases, be unable to continue offering appointments.
 

Changes to this policy

We may update this policy from time to time. The current version is always available on this page and applies from its effective date.