Refund & Cancellation Policy
Please also review our Terms and Conditions.
1. Appointment Cancellations
Cancellation or rescheduling must be communicated at least 24 hours before the appointment.
- A late cancellation or no-show may result in the reserved session being treated as used and charged at its Standard Rate.
- The clinic may waive the charge for a documented emergency at its discretion. Repeated lateness may shorten an appointment without reducing the charge where it cannot safely be extended.
2. Package Cancellation and Reconciliation
Completed or partly performed treatments and dispensed, opened, used, or specially ordered products are non-refundable, subject to rights that cannot lawfully be excluded. If you stop a package after commencement, amounts already incurred remain payable and the clinic will prepare a written reconciliation using the signed Standard Rates, applicable products, consumables, taxes, and Cleared Payments. The package discount may be withdrawn when reconciling services already supplied.
After package commencement, any amount paid above the reconciled amount is ordinarily not refundable in cash. At the clinic’s written discretion, it may be issued as non-transferable clinic credit valid for 12 months and subject to medical suitability. This does not limit any remedy required by applicable law, including where the clinic cannot provide the contracted service or a legally established deficiency in service exists.
3. Package Validity and Medical Review
Packages must be used by the expiry date in the signed Package Schedule or, if none is written, within 12 months of purchase. Unused sessions lapse at expiry without cash refund. On prompt written request supported by a medical certificate, the clinic may grant one pause or extension of up to 90 days where clinically appropriate. If a documented condition permanently prevents the remaining package, the clinic will conduct a medical review and may offer an appropriate alternative treatment or clinic credit. Any mandatory legal remedy remains available.
4. Contact Clinic Management
For questions about appointment cancellation or package reconciliation, please contact the clinic: