Our goal is to provide quality health care and wellbeing services to all our valuable clients in a timely manner.

We ask our Clients to respect Service Provider’s time. The Service Providers, in turn, will respect their Client’s time and give them the attention that they are in need. No-shows, late arrivals, and cancellations create inconvenience to our Service Providers as well as other valuable clients.

In this Policy –
• Service Provider refers to our Health Practitioner, Class Instructor and Event Organiser;
• Client refers to You, Other Clients, Patient or Event Attendee; and
• Appointment(s) refers to –
– ‘Consultation’ with Health Practitioners; or
– ‘Class’ run by Class Instructors; or
– ‘Event’ organised by Event Organiser.

Appointment Booking

When we confirm your Appointment over the phone, or via email, you will be reminded of this Cancellation Policy and we ask you to agree to it.

Notice Period

When you book your Appointment, you are holding a space on our calendar that is no longer available to our other Clients. In order to be respectful of your fellow Clients, please call our clinic as soon as you know you will not be able to make your scheduled Appointment. Appointments are in high demand, and your advanced notice will allow another Client access to that Appointment time.

If cancellation is necessary, we require that you call our clinic or cancel online at least 24 hours in advance of your scheduled Appointment.

Appointment Cancellation

If you need to cancel your Appointment, please call us on 07 3273 1093 between the hours of 8:30 am – 7:00 pm, Monday to Friday and 8:30 am – 12:00 pm on Saturday. Where required, you may leave a detailed voicemail message with your name, Appointment date, Appointment time and phone number. If necessary, we will return your call as soon as possible.

If you have booked your Appointment online, you can cancel by following the cancellation link provided under ‘Cancellations’ section of your ‘Booking Confirmation’ email.

Late Cancellation / No-Show

A cancellation is considered late when the Appointment is cancelled less than 24 hours before the scheduled Appointed time. A no-show is when a Client misses an Appointment without cancelling. In either case, we will charge the Client $35 cancellation fee, except for group classes which will incur a cancellation fee of $30. This is a private fee and is not covered by Medicare/DVA or any insurance. This amount must be paid in full before you can book your next appointment or class. You may not be able to book any appointment until you have settled your account.

Exception

Only one (1) free late cancellation or ‘no show’ is allowed under this policy. After that, you will be charged late cancellation or no-show fee per violation. All exceptions will be considered case by case and solely at the discretion of the management at Vitality Way.