REFUNDS, RESCHEDULING & CANCELLATIONS
Element Health Centres
Last Updated: April 2026
1. BOOKINGS & ATTENDANCE
Appointments may be made:
- online
- by phone
- in person at reception
All appointments are subject to availability and are only confirmed once secured within our system.
1.1 Payment Requirement
Appointments must be paid in advance unless you have:
- an active membership
- available credits
- a valid package
If no valid credits or membership are available at the time of booking:
- full payment is required to secure the appointment
- bookings may not be held without payment
1.2 Attendance
By making a booking, you are reserving a dedicated time and clinical resource.
If you:
- arrive late, your session may be shortened; or
- fail to attend your appointment
the session will be treated as used and forfeited.
2. REFUND POLICY
2.1 All treatments, credit packs, and memberships are non-refundable for change of mind.
2.2 No refunds will be provided for:
- missed appointments
- unused sessions
- partially used packs or memberships
2.3 Nothing in this policy excludes your rights under the Australian Consumer Law (ACL).
3. RESCHEDULING & CANCELLATIONS
3.1 Client-Initiated Changes
A minimum of 24 hours’ notice is required to cancel or reschedule an appointment.
- More than 24 hours’ notice:
→ session retained and may be rebooked - Less than 24 hours’ notice:
→ treated as a late cancellation
→ session is forfeited
3.2 Missed Appointments (No-Show)
Failure to attend your appointment will result in:
- full forfeiture of the session or credit
- no refund or rebooking entitlement
3.3 Membership Clients
For membership-based bookings:
- missed or late-cancelled sessions will be deducted from your available credits
- if insufficient credits are available, a missed session fee may be charged
4. CLINIC-INITIATED CHANGES
Element may reschedule or adjust bookings where required due to:
- equipment maintenance or failure
- staff availability
- safety or operational requirements
- public holidays or events beyond our control
Where this occurs, we will:
- provide as much notice as reasonably possible
- offer a rescheduled appointment or suitable alternative
5. REPEATED NON-ATTENDANCE
Repeated late cancellations or missed appointments may result in:
- restriction of booking privileges
- removal of peak-time access
- suspension or cancellation of packs or memberships
6. POLICY ENFORCEMENT
This policy is applied consistently across all clients to ensure fairness, availability, and the integrity of our scheduling system.