Refund Policy

60-day window

If you cancel your care and have not used the service, you will receive a full refund for any unused services. If you have received service, we will deduct the total amount serviced and refund the remaining balance on your account, provided the refund is requested within 60 days. 

To cancel your service

At least 24 hours’ notice is required for all cancellations. Please inform our front desk team by phone, during regular office hours, voicemail, or email.

We do not accept cancellations via social media or text. 

We kindly ask that you honour your reserved appointment time out of consideration and respect for our clinic team and other patients. Spaces are limited and missed appointments have a significant impact on the smooth running of the clinic by;

• Increasing waiting times for other patients.
• Inhibits your own treatment/health outcomes.

In our desire to be effective and fair to all our patients, the full fee for missed appointments applies with only these exceptions:

• Appointments rescheduled by phone up to the close of business the day before the appointment will not incur a charge
• Appointments rescheduled using the app up to midnight the day before the appointment will not incur a charge

If you decide to cancel your care, we will schedule a final discharge appointment. 
This allows us to formally close your file, review your progress, and ensure that you have all the necessary information moving forward. It’s an essential part of drawing a clear line under your care with us.

Requesting a refund

Cancelling our services does not automatically initiate a refund. Please request this when you are cancelling services at the discharge appointment. Refunds generally take 10-14 working days to process

• Amount refunded: If you have paid upfront you will be refunded the amount on your account which is minus any services you have received.

Patient Credit Retention 

Any unused client credit over 6 months will be removed from the account and will no longer be refundable or useable. Any unused credits issues as part of a reactiviation campaing or loyalty program (where no payment was made) are non-refundable. These complimentary credits automatically expire 30 days after the last account activity unless you book and attend an appointment within that time or request to use the credit before it expires.