Cancellation and Non-Attendance Policy

Individual Appointments

We ask that you give 24 hours notice if you cannot keep your appointment so we can offer your time to another patient on the waitlist. This can be done via the online client portal or by calling the clinic. However, we appreciate there are times that circumstances beyond your control prevent you from canceling with sufficient notice, so in these circumstances we ask that you please let us know as soon as possible via phone call. 

If you do cancel within 24 hours of your appointment or non-attendance occurs:

• First occurence: We understand that exceptional circumstances do occur, therefore given the circumstance, grace may be offered. 
• Second occurrence: unfortunately due to your practitioner preparing for your appointment, the implementation of a fee will occur (50% appointment price). This will be clearly communicated to the you (the patient) and can be paid either in person or over the phone, but must be done prior to your next appointment. 
• Ongoing occurrences : The patient may be asked to pay when booking the appointment or declined further appointments. 

Class Bookings

Classes at Maroondah Osteopathy and Sportscare can be booked and canceled via the online client portal or via calling the clinic. 

We have a 12-hour cancellation policy on all classes. Therefore we ask if you are unable to attend, please cancel your booking as soon as possible. This way if there are people on the waitlist, they can be notified of an available spot.

If you cancel during the 12 hours prior to your class, you will be charged a late cancellation fee (the full class fee). 

We understand that there are a few exceptional circumstances that exist, which can make a late cancellation unavoidable. More than 12 hours notice also gives our practitioners enough time to adequately prepare for those attending class. Given the nature of our individually tailored classes, 12 hours notice is essential to be able to continue to provide this personalised service.

If you come to an early morning class, and are canceling after the clinic has closed the previous night, could you please email your practitioner directly as they don’t always check reception voicemails before starting their class.

emma.jae@maroondahosteo.com.au
robert.ep@maroondahosteo.com.au
kate@maroondahosteo.com.au
roberta@maroondahosteo.com.au

We are reasonable when there are extreme circumstances that cannot be avoided. However, in most instances this late cancellation fee has to be applied out of respect to other patients/class participants as well as our practitioners and instructors to ensure the smooth running of our classes.