Booking, Cancellation, Billing, Rebates, Child Friendly Policy
Bookings and Cancellations Policy
At Floralia Wellness, we strive to offer exceptional service and value your time as well as that of our practitioners. Please review our cancellation and appointment policies to ensure a smooth scheduling process:
1. Deposit Procedure
• Initial Appointment Deposit: To secure an initial appointment, all new clients must provide credit card details. A deposit equivalent to the initial consultation fee is required. This deposit will be charged for cancellations made within 48 business hours or for missed appointments/no-shows. It will be applied towards the appointment fee.
2. Appointment Reminders
• Reminders: You will receive SMS and email reminders 72 hours (3 days) before your appointment. These reminders are a courtesy and do not relieve you of the responsibility to attend your appointment. Please ensure you manage your schedule accordingly.
• Zoom Links: Zoom links for virtual appointments are provided in the email reminder. If you cannot locate the link, please contact us at least 24 hours prior to your appointment to allow time for the link to be re-sent.
3. Consultation and Treatment Cancellations
• 48 Business Hours’ Notice Required: To avoid cancellation fees, a minimum of 48 business hours’ notice is required to reschedule or cancel an appointment. Business hours are Monday to Friday, 9:00 AM to 5:00 PM, and Saturday from 9:00 AM to 2:00 PM.
• Cancellation Fees: Cancellations or rescheduling requests made within 48 business hours of the appointment will incur a fee of 100% of the consultation or treatment fee.
• Missed Appointments/No-Shows: Missed appointments or no-shows, including cancellations made within 48 hours of the appointment, will be charged the full treatment price.
4. Late Arrivals
• Arrival Time: Please arrive 10 minutes prior to your consultation for check-in and relaxation. Late arrivals will result in reduced treatment time.
• Grace Period: A 10-minute grace period is allowed for late arrivals. The practitioner will make every effort to accommodate you.
• Impact on Appointment Time: Late arrivals will result in reduced consultation time, with the full appointment fee still applying.
• No-Shows: Arriving more than 10 minutes late may be considered a no-show, and the full appointment fee will apply.
5. Rescheduling and Contact Information
• Rescheduling Requests: To reschedule, contact us via phone at (08) 6468 8149 at least 48 business hours in advance. Appointment changes will no longer be handled via email. Our phone system is cloud-based and records times of calls and messages.
• Alternative Options: If unforeseen circumstances prevent you from attending in person, we offer the option to transfer your appointment to a phone or Zoom consultation. Please contact us as soon as possible to make these arrangements.
6. Waitlist Considerations
• Missed Appointments: Missing an appointment may result in a longer wait time due to long waitlists. Providing as much notice as possible helps accommodate other clients.
• Alternative Options: Should circumstances such as illness prevent you from attending, you can transfer your appointment to a phone or Zoom consultation. Please contact us promptly to arrange this.
7. Minimum Age Policy
• Age Requirements: All clients must be a minimum of 18 years of age. Clients aged 16-18 may attend with signed consent from a parent or guardian. Clients under 16 must attend with a parent or guardian.
8. Policy Adherence
• Outstanding Payments: Failure to pay fees may result in the suspension of future bookings until payments are cleared. Invoices will be sent for unpaid fees, and future bookings may require prepayment.
9. Fees and Payments
• Our practice offers a variety of payment methods: cash, credit card (Visa and Mastercard only), or EFTPOS. We do not accept American Express.
• We ask that you provide your card details below for Telehealth appointments to ensure payment is taken following your appointment.
• Private Health Fund Rebates: As of April 2019, naturopathy consultation fees are no longer claimable through private health funds. HiCaps and health insurance rebates are available for Traditional Chinese Medicine and Acupuncture.
• MediCare Rebates: For consultations with Integrative GPs, please bring your Medicare card for claims to be processed on the same day after your consultation.
10. Clinic Etiquette
• Noise Levels: We kindly ask that conversations be kept to a minimum and phone calls avoided in the waiting room.
• Phone and Smoke-Free Zone: The clinic is a mobile phone and smoke-free zone.
11. Child-Friendly Policy
• Children Welcome: Children are always welcome at Floralia Wellness. Toys are available in each consultation room to keep them entertained.
• Supervision: We kindly ask that children remain supervised by a parent or guardian at all times for their safety and to maintain a peaceful environment for all clients.
12. Third Party Attendance
If a third party will be attending your consultation, please email us in advance to inform us of their attendance.
13. Testing & Costs Policy
• Medicare Coverage and Out-of-Pocket Expenses: Naturopath-ordered tests are not eligible for Medicare rebates. Patients will be billed privately by pathology labs.
• Why You May Need to Pay for Tests: Integrative doctors and naturopaths take a holistic approach that may include services beyond conventional medical care.
• Private Testing Benefits: These tests can provide a more comprehensive analysis and personalised approach, empowering patients to make informed decisions.
Acknowledgment of Terms
By booking an appointment and signing the consent to care form, you confirm your understanding and acceptance of these terms.