Running late or missing your appointment

If you're running late, phone the clinic on (02) 8069 9777 as soon as you can; if you miss your appointment entirely, it's treated as a no-show: your $50 deposit is forfeited, a new deposit is needed to rebook, and a $150 non-attendance fee may apply.

What triggers the policy

• Running late: call (02) 8069 9777 right away so your practitioner knows you're on the way and can advise how your session will be handled. Your appointment time is held exclusively for you.
• Not attending (no-show): no-shows fall under the same rule as reschedules and cancellations made within 48 hours of the scheduled session. They may incur a $150 non-attendance fee, and your $50 deposit is forfeited.
• Cancelling last-minute instead of not showing: the same within-48-hours terms apply; the deposit is forfeited and a new deposit is required to rebook. If you're more than 48 hours out, reschedule free: your deposit transfers. Full details are in the Cancellation policy.

What happens next

After a missed appointment, you'll need to book again with a new $50 deposit: the returning-client flow at /appointments makes this quick (see How to book as a returning client). If the $150 non-attendance fee applies, we'll contact you about it.

If something genuinely unavoidable caused the miss, contact us as soon as possible and we'll talk through your options.

Avoiding the situation

SMS reminders are sent before every appointment, so keep your mobile number up to date. If you know in advance that a time won't work, reschedule early. It's free with more than 48 hours' notice, via Manage at /appointments or by phone (see How to reschedule or cancel). For in-clinic visits, allow time for parking and finding the suite. Directions are in Arriving for your appointment.

Who to contact

Phone (02) 8069 9777 (Monday–Friday, 9:00 am – 5:00 pm) or email hello@norwestwellbeing.com.au. If you're late on the day, phone rather than email. It's the fastest way to reach the team.