TERMS AND CONDITIONS

We know your time is valuable, the same as our chiropractors’ time. Thus, we require at least 12 hours’ notice if you cannot keep your appointment so that we can give your appointment time to another patient who can attend. 

If you are a new or existing patient and you have made a booking (online or through a phone call) with us, you are at a default agreeing to our cancellation policy.  

You will be provided with a variety of reminders and notes to confirm or alter your appointment time with us.  Replying “YES” to the confirmation reminders/text messages confirms your attendance.

Booking an appointment as a New Patient – New Patient (Initial) Consultation 

1. 1. When booking online or via phone, if you have provided us with a correct and valid email, you will receive a confirmation email from our system within 1 hour detailing the practice’s details and your appointment time.  

1. a. If you have not received a confirmation email within an hour of booking in, please check your spam/junk folder for the email, otherwise, the email that you have provided may be incorrect. Please contact us as soon as possible to rectify the mistake. 

2. 2. As a standard procedure, our team will attempt to contact you via telephone to brief you on your appointment time, what to bring, and where to park. A verbal confirmation to attend your appointment by you will be prompted. 

1. a. If you are unable to pick up the phone call, our team will leave a voice message prompting you to reply “YES” or another response to the automated SMS reminder (see point 3 below); OR prompting you to return our call to confirm or make changes to your appointment time. 

3. 3. You will be sent an automated SMS reminder ONE (1) DAY before your appointment, detailing the appointment time, location, and parking details. You will be required to reply “YES” or another response (e.g., canceling, rescheduling, etc.) to the SMS as confirmation or alteration to your appointment time.  

1. a. If you have not responded to the automated SMS message before 5pm on the day before your appointment, you may be sent another SMS message prompting you to reply “YES” or another response (e.g., canceling, rescheduling, etc.) regarding your appointment time. 

2. b. If you need to amend, reschedule, or cancel your appointment, you can directly reply ANYTHING to the SMS reminder sent to you as it is not a validating system, we can view any SMS messages sent by you at any given time as you are speaking directly to us. However, you will not be able to call the number. Alternatively, please contact us via email at preciselychiropractic@gmail.com or via phone at (03) 6289 6885 to make an amendment to your appointment. 

4. 4. If you have booked in on the same day as your appointment time, or past 6 pm on the night before your appointment time, you will not receive an automated SMS reminder. Our team may send you a simple SMS message regarding your appointment time. Our team will also attempt to contact you via telephone to brief you on your appointment time, what to bring, and where to park. A verbal confirmation to attend your appointment by you will be prompted. 

1. a. If you are unable to pick up the phone call, our team will send you an SMS prompting you to reply “YES” or another response (e.g., canceling, rescheduling, etc.) regarding your appointment time.  

2. b. Our team will also leave a voice message prompting you to reply “YES” or another response (e.g., canceling, rescheduling, etc.) to the SMS message; OR prompting you to return our call to confirm or make changes to your appointment time. 

5. 5. If we have not received any form of communication from you (e.g., SMS, email, phone call etc.) 12 hours before your appointment time, or if you do not turn up for your appointment, we reserve the right to charge you a cancellation fee and/or forfeit your appointment time. An invoice for the cancellation fee will be sent to you via email. 

6. 6. For Late Arrivals, kindly contact us (if you know that you will be late) via phone, email, or SMS so that we can make necessary or critical changes to our schedule to ensure you have the best experience from our service. We will contact you when you do not turn up by the 3rd minute of your appointment time if we have not received any form of communication from you.  

1. a. In the event whereby you are less than 10 minutes late for your appointment, we will proceed with providing the full consultation. No cancellation fee will apply.  

2. b. In the event whereby you are between 10 minutes to 30 minutes late for your appointment, we may split the consultation into 2 sessions, one on the day of the planned appointment, and the other at a future time. A full payment for the consultation will be taken. No cancellation fee will apply. 

3. c. In the event whereby you are beyond 30 minutes late for your appointment, a cancellation fee will apply. You will be offered the chance to reschedule your appointment to a future time. The said cancellation fee will be applied in addition to the full consultation fee charged during the future appointment. If you are unable to attend the future appointment, an invoice will be sent to you via email.  

Booking an appointment as a Return Patient – Follow Up (X-Ray Report of Findings) Consultation, Standard Long Consultation, and Standard Consultation 

1. 1. When booking in after your last appointment, online, or via phone, if you have provided us with a correct and valid email, you will receive a confirmation email from our system within 1 hour detailing the practice’s details and your appointment time.  

1. a. If you have not received a confirmation email within an hour of booking in, please check your spam/junk folder for the email, otherwise, the email that you have provided may be incorrect. Please contact us as soon as possible to rectify the mistake. 

2. 2. You will be sent an automated SMS reminder TWO (2) DAYS before your appointment, detailing the appointment time. You will be required to reply “YES” or another response (e.g., canceling, rescheduling, etc.) to the SMS as confirmation or alteration to your appointment time. 

1. a. If you have not responded to the automated SMS message before 5pm ONE (1) Day before your appointment:  

1. i. you may be sent another SMS message prompting you to reply “YES” or another response (e.g., canceling, rescheduling, etc.) regarding your appointment time.  

2. our team will attempt to contact you via telephone to remind you of your appointment time, A verbal confirmation to attend your appointment by you will be prompted. 

1. > If you are unable to pick up the phone call, our team will leave a voice message prompting you to reply “YES” or another response to the SMS reminder; OR prompting you to return our call to confirm or make changes to your appointment time. 

2. b. If you need to amend, reschedule, or cancel your appointment, you can directly reply ANYTHING to the SMS reminder sent to you as it is not a validating system, we can view any SMS messages sent by you at any given time as you are speaking directly to us. However, you will not be able to call the number. Alternatively, please contact us via email at preciselychiropractic@gmail.com or via phone at (03) 6289 6885 to make an amendment to your appointment. 

3. c. If you have booked in ONE (1) Day before OR during the SAME day as your appointment time, you will not receive an automated SMS reminder. Our team may send you an SMS message regarding your appointment time, prompting you to reply “YES” or another response (e.g., canceling, rescheduling, etc.) regarding your appointment time. Our team will also attempt to contact you via telephone to brief you on your appointment time. A verbal confirmation to attend your appointment by you will be prompted. 

4. d. If you are unable to pick up the phone call, our team will send you an SMS prompting you to reply “YES” or another response (e.g., canceling, rescheduling, etc.) regarding your appointment time.  

5. e. Our team will also leave a voice message prompting you to reply “YES” or another response (e.g., canceling, rescheduling, etc.) to the SMS message; OR prompting you to return our call to confirm or make changes to your appointment time 

3. 3. If we have not received any form of communication from you (e.g., SMS, email, phone call etc.) 12 hours before your appointment time, or if you do not turn up for your appointment, we reserve the right to charge you a cancellation fee and/or forfeit your appointment time. An invoice for the cancellation fee will be sent to you via email. 

4. 4. For Late Arrivals, kindly contact us (if you know that you will be late) via phone, email, or SMS so that we can make necessary or critical changes to our schedule to ensure you have the best experience from our service. We will contact you when you do not turn up by the 3rd minute of your appointment time if we have not received any form of communication from you.  

1. a. In the event whereby you are less than 5 minutes late for your appointment, we will proceed with providing the full consultation. No cancellation fee will apply.  

2. b. In the event whereby you are beyond 5 minutes late for your appointment:  

1. i. We may push your appointment back should the next patient after you is present, then consulting with you after their appointment. 

2. ii. We may reschedule your appointment to a future time within the same day with no cancellation fee. 

3. iii. We may reschedule your appointment to a future time after the original date of your appointment. A cancellation may apply, if so:  

1. > an invoice will be sent to you via email. 

2. > The said cancellation fee will be applied in addition to the full consultation fee charged during the future appointment.  

1. >> If you are unable to attend the future appointment, a second cancellation will apply, and an invoice will be sent to you via email. 

Other Scenarios

1. A cancellation fee may also apply when you have rescheduled your appointment on the day of your supposed appointment.

2. Repeated rescheduling of more than TWO (2) consecutive times may incur a cancellation fee.

3. Repeated cancellations of more than TWO (2) consecutive times may incur a cancellation fee.

4. If you are a “repeat offender” of running late or not turning up of more than TWO (2) times total for any reason, we will collect full payment via phone before your appointment time and for any future appointments. Any health-fund rebates that are applicable must be claimed by your own-self, we will email you a copy of the receipt for that purpose. If you refuse to pay via phone, we will cancel your appointment.

A cancellation fee of $109.00 for New Patient (Initial) Consultation (Standard, Concession, and EPC rates) including telehealth consultations applies to non-attendance or late cancellations (less than 12 hours prior to your appointment). The fee is not rebatable through Medicare.  

A cancellation fee of $79.00 for Follow Up (X-Ray Report of Findings) Consultation (Standard, Concession, and EPC rates) including telehealth consultations applies to non-attendance or late cancellations (less than 12 hours prior to your appointment). The fee is not rebatable through Medicare.  

A cancellation fee of $59.00 for Standard Consultation (Standard, Concession, and EPC rates) including telehealth consultations applies to non-attendance or late cancellations (less than 12 hours prior to your appointment). The fee is not rebatable through Medicare.  

A debt collector may be used to recover the funds should you not pay the cancellation fees.  

It is in our best interest to prevent you from paying cancellation fees. As per our policy, we made sure to provide you with multiple chances and avenues to respond to our prompts to confirm or alter your appointment time. However, if this is not respected, not only do you have to fork out unnecessary cash to pay for your irresponsibility, you will also be preventing other patients in need of critical care from accessing our services, prolonging their pain and suffering, and wasting our team’s time, energy, and resources. We are also a small business, a community player, and not a large corporation. Be a kind human. 

If there are any circumstances beyond your control that prevent you from cancelling your appointment with sufficient notice you should let us know as soon as possible. Please contact us on (03) 6289 6885. 

Updated April 2022