Booking & Cancellation Policy
Your bookings – and your wellbeing – really matter to us. Regular attendance is a big part of making & maintaining progress, and we want to help you stay on track with your goals.
We understand that life happens, and unexpected things can cause disruptions to plans. We’ll always do our best to be understanding and accommodating wherever possible, however we do need to have policies in place to ensure fairness for both our clients and practitioners.
We truly prefer NOT to charge cancellation fees—we’d much rather see you at your appointments, supporting your recovery and helping you feel your best! However, as a small business, we must ensure our team is fairly compensated and operational costs are covered. For this reason, this policy will be strictly enforced.
Our Policy:
- We kindly ask for as much notice as possible if you need to make changes to your appointment. This allows us to offer the spot to someone else who may need it.
- For standard follow up appointment we require 24 hours' notice to make changes to your appointments.
- For extended & initial booking types, 48 hours' notice is required.
- Failure to provide sufficient notice to change your appointment will unfortunately result in a cancellation fee.
- Cancellations within 24 hours of your appointment will attract a cancellation fee of $50.
- Late cancellations within 2 hours of your appointment time, or not showing up to your appointment, will require payment of 100% of the appointment fee. Future bookings may not be allowed until this is settled.
Why Late Cancellations Matter...
When cancellations happen at the last minute, it has a real impact on our small business and the people we care for.
Here’s why:
- That time is set aside just for you. Your practitioner has prepared for your session, and with little notice, it’s often too late to offer the spot to someone else.
- Someone else misses out. Many of our appointments are in high demand – especially for those in pain or needing ongoing care. With more notice, we can offer your spot to someone who needs it.
- It places financial strain on the clinic. Missed appointments leave gaps in the day that can’t always be filled, and over time, this impacts the clinic’s ability to run sustainably and support our staff and services.
We absolutely understand that things come up — and we’ll always do our best to be fair and compassionate. But giving us as much notice as possible helps us care for more people, keep things running smoothly, and continue providing quality care to our wonderful community.
Deposits
- To help us manage our schedule and respect everyone’s time, a deposit is now required when booking any extended appointment type. This will generally be a $50 charge, which is applied to your appointment fee on the day.
- You'll be prompted to pay this via Stripe when booking online. If booking in person or over the phone, we can take payment on the spot or send you a secure payment link.
- This deposit is non-refundable or transferrable if cancelled within 48 hours of your appointment for extended appointments, or 24 hours for standard appointments. If cancelling before this window, your deposit can be transferred to a future appointment, however, cannot be exchanged for cash.
- Exceptions may be made for extenuating circumstances at our discretion.
- If your deposit has not been paid at least 24 hours before your appointment, we may offer that time to another client.
- If the appointment is not attended, or cancelled with less than 2 hours notice, the card used to secure the booking may be charged the full appointment fee (note: card details are securely stored by Stripe and are never manually held by us).
- Please don’t rely solely on reminder messages, as these are automated and not always foolproof. It is your responsibility to remember your appointment times.