Cancellation Policy
We value the health and wellbeing of our community at Quay Health. We also appreciate time – both yours and ours. This cancellation policy was created out of respect for the time of our clients and our practitioners to allow our practice to efficiently help more people achieve their goals.
We understand that sometimes patients need to cancel an appointment. We simply ask that you notify us as soon as possible and no less than 24 hours before your scheduled appointment.
If you cancel or re-book your appointment with:
- more than 24 hours notice, there is no charge to you. However, a few days’ notice would be great so that we can fill your spot.
- less than 24 hours notice, you will be charged a flat rate of $100.
*Quay Health may waive this fee in extenuating circumstances.
Our cancellation policy supports and respects the time commitment of our clients and our practitioners, and is intended to make our expectations clear. We hope you understand.
If you have any questions please call us at 0292522825 (or by email to domenic@quayhealth.com.au)
Terms and Conditions
- If a patient is to cancel within 24 hours of their scheduled appointment, Quay Health reserves the right to charge the patient $100 per cancellation.
- We reserve the right to request pre-payment on arrival or before an appointment for those who have an outstanding/unpaid cancellation fee.
- In most cases, Workcover insurance companies, as well as TAC, Medicare, and other third parties will not pay for Late Cancellation fees, so it is up to the client to manage the charge themselves.
- Exceptions may be made for immediate emergencies only, (eg. medical emergencies, car breaking down on the way/unavoidable problems with public transport), at the clinic’s discretion. This does not include last minute work commitments, family commitments, change of plans, forgetfulness, etc.
- Please do not rely on SMS reminders – they are a complimentary service and are not foolproof. We consider it your responsibility to remember your appointment. (Please feel free to ask for an appointment card with the time and date, at reception.)
Privacy Policy
Information you provide to us, be it on paper, in consultations, via email, phone or otherwise, is stored remotely on secure data servers as per industry norms. All clinic staff have access to your information, and are entrusted to only access your information for legitimate clinical purposes. Please note that staff may, for ease of communication, contact you from their personal mobile devices, personal email accounts, or via other methods.
At times, to deliver the best care, we may suggest that we share information we have collected, our clinical notes, and/or our professional opinion with another health care provider, fitness industry provider, or sporting coach. In any such situation, we would always seek permission from you first.
By default, for most appointment types our software will email you an appointment confirmation on making a booking, and a receipt after you have made a payment. Likewise, by default, our software will send you a text the day prior to each appointment to remind you of your appointment.
From time to time, we use our software to notify patients via email or text information that may be of interest to them- for example when staff are taking and/or returning from leave, special offers and promotions, and general clinic news. If you receive an email or text from us and you’d prefer to opt-out, simply reply ‘stop’ and we’ll remove you from the list.
Other than in circumstances such as unlawful activity or serious threats to health and safety, we do not share personal Information with any other business or agency. You may opt out of further contact from us at any time.