Cancellation Policy

Cancellation Notice Requirements

We require 48 hours' notice for all cancellations and rescheduling. This advance notice allows us to offer your appointment time to another client who may be waiting for care.

How to Cancel or Reschedule

You can cancel or reschedule your appointment by:

• Calling us at 0488 921 821
• Emailing [email protected]
• Through your Fresha booking confirmation

We'll send you a confirmation text 3 days before your appointment as a reminder and to give you time to reschedule if needed.

Cancellation Fees

Late Arrivals

• If you arrive up to 15 minutes late, we'll do our best to accommodate you within the remaining appointment time.
• If you arrive more than 15 minutes late, we may need to reschedule your appointment, and late cancellation fees may apply.

Please call us if you're running late so we can assess the situation.

Exceptional Circumstances

We understand that genuine emergencies happen. Cancellation fees may be waived for:

• Medical emergencies (documentation may be required)
• Serious illness
• Family emergencies
• Severe weather or natural disasters
• Other circumstances beyond your control

All fee waivers require approval from Emilie Masi, Director and Nurse Practitioner. Please contact us as soon as possible to discuss your situation.

Payment of Cancellation Fees

Cancellation fees will be:

• Charged to the card on file, or
• Invoiced and due within 7 days

Outstanding cancellation fees must be paid before booking future appointments.

Refund Policy

Deposits paid for appointments cancelled with 48+ hours' notice will be refunded within 5–7 business days to the original payment method.

Appointment Confirmation System

• Booking confirmation immediately after scheduling
• Reminder text 3 days before your appointment
• Final reminder 24 hours before your appointment

Please respond to these reminders to confirm or reschedule.