Cancellation Policy
Booking and Cancellation Policy
We understand that life can be unpredictable. Pain, work commitments, family responsibilities, and unexpected events can all affect your schedule.
These terms are designed to ensure a fair and respectful arrangement between you and Calm In The Torrent Massage Therapy, while allowing us to provide quality care for every client.
Please read them carefully before booking:
Appointment Booking9
When you book an appointment, a specific time is reserved exclusively for you.
This allows us to provide focused, uninterrupted care and ensures other clients also have access to available appointments.
Your booking secures the therapists' time rather than a specific treatment type.
Payment Responsibility
When an appointment is booked, that time is set aside for you.
Because that time cannot easily be offered to someone else at short notice, the appointment fee remains payable unless the appointment is cancelled according to the notice periods outlined below.
If you are unable to attend, you are welcome to send someone else in your place by notifying us beforehand so we can update the booking with the correct client information.
Cancellation Notice
Providing sufficient notice allows us to offer the appointment to another client who may be waiting for care.
If you need to cancel or reschedule your appointment, please provide at least 24 hours' notice to avoid a cancellation fee.
Cancellations with less than 24 hours' notice attract a 50% of the appointment fee as a cancellation fee. Cancellations with less than 4 hours' notice or missed appointments may incur the full appointment fee.
A No Show is a 100% appointment fee required, and no further bookings can be made until the fee has been resolved. Extenuating circumstances will be considered.
Payment Method
A valid payment method is required when booking to secure your appointment.
This may include a credit or debit card, cash, or direct deposit for approved NDIS clients. We do not accept payments from American Express (AMEX), PayPal, or personal cheques.
Your nominated payment method may be charged in situations such as missed appointments, overdue payments, remote consultations, or other agreed payments.
All payment details are stored securely.
Appointment Reminders
As a courtesy, we send reminder messages to help you manage your booking.
You will typically receive reminders by email and text message one, to two days before the end of the cancellation period.
Rescheduling Appointments
If you need to change your appointment time, you can easily reschedule by contacting the clinic by phone within the cancellation window.
Health and Safety
If you are feeling unwell or have recently been exposed to illness, we ask that you consider wearing a mask during your visit to help protect other clients and staff.
Late Arrivals
If you are running late, please contact the clinic as soon as possible.
If we have not heard from you within 5 to 10 minutes of your scheduled appointment time, we may attempt to contact you.
If an appointment is missed and no contact is received by the end of the business day, the appointment fee may be charged.
Appointments for Minors
Parents or guardians are responsible for payment of appointments booked on behalf of minors. For children under the age of 16, a parent or legal guardian must remain in attendance for the duration of the treatment.
Appointment Delays
If your appointment begins late due to our delay, we will ensure you receive the full time booked whenever possible.
If this is not possible, we will either extend your next appointment or adjust the fee accordingly.
Cancellations by the Clinic
If we need to cancel your appointment, we will notify you as soon as possible and assist you in arranging a suitable alternative time.
Private Health Insurance Rebates
Private health insurance rebates are determined by your insurer.
We do not provide on-the-spot claiming through HICAPS, so rebates must be claimed directly with your health fund. You will be provided with a receipt after your appointment via email and the document/receipt is provided as a PDF for easy upload to your insurer.
Thank you.