Appointment Booking and Cancellation Policy

Warrnambool Acupuncture is a sole-practitioner Chinese medicine clinic. Each appointment time is reserved for one patient. When an appointment is missed or cancelled late, that time usually can't be offered to anyone else. This policy sets out how bookings, cancellations, late arrivals and non-attendance are handled.

Appointment bookings

  • All consultations and treatments are by appointment only.

  • Appointments can be booked online, by phone or by email, subject to availability.

  • Please give accurate and current contact details when you book, so the clinic can reach you about your appointment.

  • The clinic may need to reschedule an appointment if the booking details provided are incomplete or incorrect. If this happens, you'll be contacted and no fee will apply.

Confirmations and reminders

  • You'll receive a confirmation when you book, with a link to this policy.

  • Reminders may be sent by SMS or email as a courtesy. If you don't receive a reminder, you're still responsible for attending or cancelling your appointment.

Cancelling or rescheduling

  • Please give at least 24 hours' notice to cancel or reschedule. There is no charge if you do.

  • You can cancel or reschedule through the online booking system at any time, or by contacting the clinic on [phone] ([business hours]). After-hours messages by [SMS/voicemail] are accepted. Notice is counted from the time your message is received.

Fees

  • Late cancellation or rescheduling (less than 24 hours' notice): 50% of the booked appointment fee.

  • Non-attendance (no notice given): 100% of the booked appointment fee.

  • If your appointment time is filled by another patient, no fee is charged.

Late arrivals

  • If you're running late, please call or message the clinic.

  • If you arrive late, your appointment may be shortened so the next patient isn't delayed. The full appointment fee applies.

  • If you arrive more than [15] minutes late and there isn't enough time left for safe and effective treatment, the appointment may be treated as a non-attendance.

  • If you arrive late often, the clinic may ask you to prepay for future appointments.

Exceptional circumstances

If you couldn't attend or give notice because of sudden illness, an emergency or other exceptional circumstances, please contact the clinic as soon as you can and the fee will be waived.

If the clinic cancels

  • If the clinic needs to cancel or reschedule your appointment, you'll be told as soon as possible.

  • You'll be offered the next available appointment, or a full refund of any prepaid fees. No fee will apply.

Payment

  • When you book, you provide card details through our secure booking system and authorise the clinic to charge that card for any fee under this policy.

  • If a fee applies, it will be charged to that card and a receipt will be sent to you.

  • If you think an exception applies or you have concerns about a fee, please contact the clinic and the charge will be reviewed. If the fee is waived, it will be refunded.

  • These fees are not covered by private health funds, Medicare or the Department of Veterans' Affairs.

  • Any unpaid fee needs to be paid, or a payment arrangement agreed, before further appointments are booked.

Agreeing to this policy

When you book online, you'll be asked to read and agree to this policy. If you book by phone or email, this policy will be provided with your booking confirmation. By keeping your appointment booking, you agree to the policy.

Your rights

Nothing in this policy limits your rights under the Australian Consumer Law.

Thank you for respecting the time reserved for your care.