I want every appointment to be useful. When you book, that time is set aside for you. This policy keeps things fair for everyone, you and me included.
1. Cancelling or rescheduling with 48 hours’ notice or more
With at least 48 hours’ notice, you can choose either:
- A free reschedule. Use the self-serve link in your confirmation or reminder email.
- A refund, minus a $25 admin fee. Email info@simplynaturopathics.com.au to request it. Refunds go back to your original payment method within 5 business days.
2. Cancelling with less than 48 hours’ notice, or not attending
Cancellations with less than 48 hours’ notice, and appointments missed without contacting me, incur the full appointment fee. If you haven’t paid yet, you’ll be invoiced.
Inside the 48 hours, the self-serve link won’t work, so please email info@simplynaturopathics.com.au as soon as you can. The fee applies however you contact me.
This applies to all appointment types: Initial Clinical Assessments, Follow-up Consultations, and appointments within programs.
3. Rescheduling
Each appointment can be rescheduled once. A rescheduled appointment can’t be moved again.
If you cancel a rescheduled appointment with 48 hours’ notice or more, the refund in section 1 applies. With less notice, or if you don’t attend, the full fee applies.
4. Late arrival
If you arrive late, the session runs for the remaining scheduled time and the full fee applies. I’ll accommodate you where I can, but I can’t run into the next appointment.
5. If I need to cancel
Illness and emergencies happen on my side too. If I need to cancel, I’ll tell you as soon as I can and offer you the next available time at no additional cost. If none of the times I offer work for you, you’ll get a full refund.
6. Telehealth connection problems
If the connection drops, I’ll try to reconnect straight away.
- If the problem is on my end, I’ll make up the lost time or reschedule the rest of the session at no cost.
- If the problem is on your end, I’ll keep trying for up to 10 minutes and email you. The appointment still ends at its scheduled time and the full fee applies. Anything we didn’t get to, we’ll pick up at your next appointment.
Please test your connection before your appointment, and make sure you’re in a private space.
7. Reminders
You’ll get a reminder by email and text message 3 days before your appointment. The email includes a self-serve link to confirm, cancel, or reschedule.
8. Exceptional circumstances
If something unexpected stops you giving 48 hours’ notice, contact me as soon as you can at info@simplynaturopathics.com.au. I’ll consider exceptional circumstances case by case and do my best to find a workable solution.
If you’re cancelling because you’re unwell, I may ask for a medical certificate. A certificate from your GP, a pharmacist, or a telehealth service is fine, and it doesn’t need to say what’s wrong. If you provide one, you can reschedule at no cost, and it won’t count as your one reschedule.
9. Payment
- Appointments booked online: full payment at the time of booking.
- Follow-up Consultations booked in clinic: payment at the appointment.
- Appointments arranged by email or after a Clarity Call: payment by card during the Clarity Call, or within 24 hours of the invoice. The booking is confirmed once payment is received. Unpaid bookings are released.
10. Your rights under Australian Consumer Law
If something genuinely goes wrong with my service, you’re entitled to a fair remedy under the Australian Consumer Law. Nothing in this policy changes that.
Outside that, I don’t give refunds for change of mind, except as set out in this policy or where exceptional circumstances apply.
Contact
Simply Naturopathics 74 Main St, Rutherglen VIC 3685
info@simplynaturopathics.com.au Contact by email only.
Last updated: 29th September 2026