Cancellation and Refund Policy
Branch-Out Wellness is committed to providing timely access to healthcare services while ensuring appointment availability for all patients. This Cancellation and Refund Policy explains how appointment cancellations, rescheduling requests, missed appointments, and refunds are managed for telehealth consultations.
By booking an appointment with Branch-Out Wellness, you acknowledge that you have read and agree to this Cancellation and Refund Policy.
Rescheduling an Appointment
Patients may request to reschedule their appointment by contacting the clinic before their scheduled consultation.
Where reasonably practicable, the clinic will accommodate requests to reschedule appointments made at least 48 hours before the scheduled appointment time.
Requests received within 48 hours of the appointment will be accommodated where possible but cannot be guaranteed.
Patient Cancellation
Appointments cancelled 48 hours or more before the scheduled consultation will receive either:
- a full refund; or
- a credit that may be applied toward a future appointment,
at the patient’s election.
Appointments cancelled less than 48 hours before the scheduled appointment may be charged the full consultation fee, as the appointment time has been reserved exclusively for the patient and may not be able to be reallocated.
The clinic may, at its sole discretion, waive cancellation fees in exceptional circumstances, including:
- sudden illness;
- medical emergencies;
- family emergencies;
- hospital admission;
- bereavement; or
- other circumstances considered reasonable by the clinic.
Supporting documentation may be requested where appropriate.
Missed Appointments (No Shows)
If a patient does not attend their scheduled telehealth consultation or cannot be contacted after reasonable attempts by the practitioner, the appointment will generally be considered a missed appointment.
Reasonable attempts may include:
- telephone call;
- video consultation invitation; and/or
- follow-up communication using the contact details provided during booking.
Missed appointments are generally not eligible for a refund.
Where appropriate, the clinic may offer to reschedule the appointment at its discretion.
Late Arrival
Patients should be available at the scheduled appointment time.
If a patient joins late, the practitioner will make reasonable efforts to complete the consultation within the remaining appointment time.
Where insufficient time remains to safely complete the consultation, the practitioner may:
- shorten the consultation;
- reschedule the consultation; or
- require a new appointment to be booked.
Additional consultation fees may apply where a new appointment is required.