Cancellation policy

You can reschedule free of charge more than 48 hours before your appointment, and your $50 deposit transfers to the new time; within 48 hours the $50 deposit is forfeited and a new deposit is needed to rebook.

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. Your $50 deposit transfers to the new appointment.
• Rescheduling or cancelling within 48 hours of the appointment: the $50 deposit is forfeited and a new deposit is required to rebook.
• 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 Manage at /appointments or by phone) your deposit 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, reschedule or miss your appointment within the 48-hour window, the deposit is forfeited, a new $50 deposit is required to book again, and a $150 non-attendance fee may 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.