Cancellation policy
Reschedule free with more than 48 hours' notice. Within 48 hours, in-clinic bookings forfeit the $50 deposit; Zoom bookings take a $50 fee and leave $250 as credit. No-shows or late changes may incur a $150 non-attendance fee.
Last reviewed 13 September 2026
You can reschedule free of charge more than 48 hours before your appointment. Your in-clinic $50 deposit, or the Zoom session fee already paid, is kept as credit for the new time. Within 48 hours, in-clinic and Zoom are treated differently.
What triggers the policy
The policy applies whenever a booked appointment is changed or not attended:
- Rescheduling or cancelling more than 48 hours out: no fee. An in-clinic $50 deposit transfers to the new appointment. A Zoom payment is held as credit for the new booking.
- In-clinic, within 48 hours: the $50 deposit is forfeited and a new $50 deposit is required to rebook.
- Zoom, within 48 hours: a $50 late-change fee is taken and $250 is left as credit for your next booking.
- No-shows, reschedules or cancellations within 48 hours: these may incur a $150 non-attendance fee.
- Free callbacks: can't be rescheduled online. Phone the clinic on (02) 8069 9777 to change a callback time.
The 48-hour window is measured from your scheduled appointment time.
What happens next
If you reschedule with more than 48 hours' notice (online via My bookings, Manage at /appointments, or by phone) your deposit or Zoom payment simply moves to the new appointment and nothing further is owed. The step-by-step process is in How to reschedule or cancel.
If you cancel or reschedule an in-clinic booking within the 48-hour window, the $50 deposit is forfeited, a new $50 deposit is required to book again, and a $150 non-attendance fee may apply.
If you cancel or reschedule a Zoom booking within the 48-hour window, we take $50 and leave $250 as credit for your next booking. A $150 non-attendance fee may still apply.
Missed appointments are covered in more detail in Running late or missed appointments.
The reason the window exists: appointment times are held exclusively for you, and with less than 48 hours' notice the time usually can't be offered to someone else.
Refunds for audio products and other purchases are separate from this policy. See Refunds and returns.
Who to contact
If you know you can't make your appointment, act early. Rescheduling before the 48-hour window costs nothing. Phone (02) 8069 9777 (Monday–Friday, 9:00 am – 5:00 pm) or email hello@norwestwellbeing.com.au. If something unavoidable happened inside the window, contact us as soon as you can and we'll talk through your options.
