At The Wellness Road Clinic, we aim to offer a seamless and professional experience for all our clients. To ensure smooth scheduling and efficient use of our practitioners’ time, please review and adhere to the following booking policy:

1. Booking a Consultation

1.1 Online & In-Clinic Bookings: Consultations can be booked online via our online software, Simple Clinic, on our website, social media or by attending the Clinic. When booking online, please ensure that all required fields are completed accurately to avoid scheduling errors. This includes full name and email. 

1.2 Booking Confirmation: Once your appointment is booked, you will receive a confirmation email or SMS with the details of your consultation.

2. Initial and Review Consultation Booking Fee

2.1 Booking Fee Requirement: To secure all consultations, all clients must pay a deposit equivalent to the full consultation fee. There is a $50 portion of this deposit (booking fee) that will be charged for cancellations made within 24 hours or for missed appointments/no-shows. 

2.2 Non-Refundable Booking Fee: The booking fee portion of the consultation fee is a non-refundable amount of $50, which may be transferred under certain conditions (see Section 4: Rescheduling & Cancellations).

2.3 Review Consultations: All new clients must have an initial consultation before scheduling a review consultation. If you are an existing client but have not seen our practitioners within the last 12 months, an initial consultation is required to ensure we uphold our duty of care to our patients.

2.4 Consultation Times: Please allow the following time for your appointment:

3. Appointment Reminders

3.1 Reminders: You will receive an email or SMS reminder 72 hours before your scheduled appointment. These reminders are provided as a courtesy and to assist you in managing your schedule.

3.2 No Responsibility for Reminders: Although we send reminders, you remain responsible for ensuring that you attend your appointment at the scheduled time.

3.3 Zoom Links: Zoom links for virtual appointments are provided in the email reminder. If you cannot locate the link, please get in touch with the Clinic at least 48 hours before your appointment to allow time for the link to be resent. hello@thewellnessroad.com.au

4. Rescheduling and Cancellations

4.1 More than 24-Hour Notice for Changes: We require a minimum of 24 hours’ notice to reschedule your consultation. If sufficient notice is provided before our 24-hour policy, your $50 booking fee can be transferred to a new appointment time and date within 12 months of the original booking. The remainder of your full payment will be refunded or rescheduled, depending on the practitioner’s availability. 

4.2 Less than 24-Hour Notice/Late Cancellations or Failure to Attend: Cancellations made less than 24 hours before the appointment or failure to attend will result in forfeiture of the $50 booking fee, which is non-transferable.

4.3 Booking fees are transferable only and will not be refunded. This is $50 of all appointment fees.

4.4 Alternative Options: If unforeseen circumstances prevent you from attending in person, we offer the option to transfer your appointment to a phone or Zoom consultation. Please contact us as soon as possible to make these arrangements.

4.5 Cancellation by us If your practitioner is unable to attend a consultation, we will notify you in writing, by phone call and/or via text message. We will refund any monies paid upfront by you for the consultation. We are not liable for any loss or damage whatsoever arising from the cancellation.

5. Late Arrivals

5.1 Arriving on Time: Please arrive 10 minutes before your appointment time to allow for check-in. This helps ensure your consultation starts on time.

5.2 Late Arrival Policy: If you arrive late, your appointment may be shortened to fit within the remaining available time. You will not receive a refund for any time loss. 

5.3 Failure to Attend Policy: If you arrive more than 10 minutes late, your appointment may be considered a failure to attend, and the $50 booking fee will be charged. Please ensure you call if you are running late.

6. Waitlist

6.1 Availability on Waitlist: If an appointment is unavailable, you may be added to a waitlist, and we will contact you if a time becomes available. If you no longer need the time allocation, please notify us as soon as possible to free up the availability for others.

7. Fees & Payments

7.1 Payment Methods: We accept credit cards (Visa and Mastercard), and EFTPOS. Payment is due during online booking and service unless otherwise arranged.

7.2 Prepayment for Certain Services: Some services, particularly telehealth consultations or packages, require prepayment to secure your booking.

7.3 To secure an initial appointment, all new clients must provide credit card details. 

8. Changes to Services

8.1 Service Modifications: If you wish to modify the services you have booked, please notify us at least 48 hours before your appointment to allow for adjustments. It is at the Clinic’s discretion if you will be eligible for a refund; however, your booking fee will remain transferable only. 

9. Health Fund Rebates

9.1 Private Health Fund Rebates: Some treatments may be eligible for private health fund rebates, depending on the type of service and your level of cover. Please check with us in advance if you wish to claim through your health fund.

9.2 Rebates for Naturopathy: Please check with your Health fund and inform the Clinic prior to your consultation. 

10. Third-Party Attendance

10.1 Bringing a Companion: If you intend to bring a third party to your appointment, please inform us in advance. This includes any support persons or family members attending with you.

11. Changes to Clinic Policies

11.1 Policy Updates: We reserve the right to update or modify our booking policy as necessary. Any changes will be communicated to clients in advance.

Last updated June 2025