CANCELLATION & RESCHEDULING POLICY

At Jules McKie Health, appointment times are reserved specifically for each client. When you book an appointment, that time is held exclusively for you and is no longer available for another client.

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We understand that circumstances can change and that occasionally appointments may need to be cancelled or rescheduled. Our policy is designed to be fair to both our clients and our business while allowing us to offer appointment times to other clients who may be waiting.

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By booking an appointment with Jules McKie Health, you acknowledge and agree to the following Cancellation & Rescheduling Policy.

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1. Cancelling or Rescheduling an Appointment

If you need to cancel or reschedule an appointment, please email: info@julesmckiehealth.com as soon as you know you are unable to attend.

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We require a minimum of 48 hours' notice for cancellations and rescheduling requests. Cancellation and rescheduling requests should be made during our business hours:

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Monday–Friday, 9:00 am–5:00 pm.

 

Requests received outside of these hours will be treated as received on the next business day.

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2. Cancellations Made with 48 Hours' Notice

Where an appointment is cancelled or rescheduled with at least 48 hours' notice, no cancellation fee will apply.

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Where payment has already been made, the client may choose to:

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• transfer the payment to a future appointment; or

• request a refund, where applicable.

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Any refund will be processed using the original payment method where reasonably practicable.

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3. Late Cancellations

A late cancellation is a cancellation made less than 48 hours before the scheduled appointment. Late cancellations will generally incur a fee of 100% of the scheduled consultation or appointment fee.

 

Where appropriate, and at our discretion, the fee may instead be transferred to a future appointment subject to availability. This discretion is not guaranteed and does not create an ongoing entitlement to transfer or waive cancellation fees.

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4. Rescheduling Within 48 Hours

Requests to reschedule an appointment made less than 48 hours before the scheduled appointment will generally be treated as a late cancellation.

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A $25 rescheduling and administration fee may also apply where a late rescheduling request is accommodated.

Where a client repeatedly reschedules appointments at short notice, Jules McKie Health reserves the right to require future appointments to be paid in full at the time of booking.

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5. No-Shows

A no-show occurs where a client fails to attend a scheduled appointment without providing prior notice. A no-show will incur a fee of 100% of the scheduled consultation or appointment fee.

 

The appointment will be considered forfeited and a new appointment will need to be booked and paid for separately.

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6. Late Arrival

Please arrive or connect to your appointment on time. Where a client is more than 15 minutes late, Jules McKie Health may determine that there is insufficient time remaining to provide the full service. Where the appointment cannot reasonably proceed because of the client's late arrival, the appointment may be treated as a late cancellation and the applicable cancellation fee will apply.

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Where there is sufficient time remaining, the appointment may proceed for the remaining scheduled time. The appointment will not ordinarily be extended beyond its scheduled finishing time.

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7. Genuine Emergencies and Exceptional Circumstances

We understand that genuine emergencies and unforeseen circumstances can occur.

Where a client is unable to attend because of circumstances that could not reasonably have been anticipated or avoided, Jules McKie Health may, at its discretion, waive or reduce the applicable cancellation fee or transfer all or part of the fee to a future appointment.

Any such consideration will be assessed on a case-by-case basis and does not establish an entitlement to a waiver or refund.

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8. Practitioner Cancellation

If Jules McKie Health needs to cancel or reschedule an appointment, we will provide as much notice as reasonably practicable.

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The client will be offered the option to:

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• reschedule the appointment to another available time; or

• receive a refund of any amount paid for the affected appointment where appropriate.

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Nothing in this policy limits any rights or remedies available to a client under the Australian Consumer Law.

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9. Optimised Health Packages & Program Cancellation

Cancellation of an individual appointment within an Optimised Health Package is governed by the appointment cancellation provisions above.

 

Cancellation or termination of an entire Optimised Health Package is different from cancelling an individual appointment and is governed by the Terms and Conditions applicable to the package purchased. Because personalised packages may involve professional consultation, preparation, functional interpretation, analysis, administration, personalised protocol development and other work undertaken specifically for the client, cancellation of a package after services have commenced may result in fees being retained for services already provided or work already undertaken.

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Any applicable package cancellation or termination provisions will be communicated at the time of purchase and are subject to applicable Australian Consumer Law.

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10. Package Validity & Extensions

Package validity periods are outlined in the relevant package information and Terms and Conditions. Where a client is unable to commence or complete their package within the applicable validity period, an extension may be considered at the discretion of Jules McKie Health. Extensions are not automatic and should be requested as early as possible.

 

Where additional professional or administrative work is required because of delays, repeated extension requests or circumstances attributable to the client, additional fees may apply in accordance with the Terms and Conditions.

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11. Agreement

By booking an appointment or purchasing a service or package with Jules McKie Health, you acknowledge that you have read and understood this Cancellation & Rescheduling Policy and agree to comply with its terms.

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This policy forms part of the Jules McKie Health Services Policy & Terms and Conditions.

 

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under Australian law.