Refunds & cancellations

Notice of less than 24 hours, or arriving more than fifteen minutes late without calling, means the deposit is retained. The hour was held and the imaging alcove was not offered to someone else. You may rebook; a new deposit is then required.

If you arrive late and we can still complete the zones without compressing the next person, we will. If we cannot, we will stop at a safe point, write what we captured, and treat the visit as used. The remaining fee for that visit is still due if the hour was substantially delivered.

A program is a block of weeks, not a bundle of unrelated gift vouchers. If you decide to stop after the written findings and before the first in-clinic session, we refund the program fee minus the assessment (if it has already been delivered and was credited) and minus any deposit already applied under the late-notice rule.

If you stop after some sessions have been used, we settle the unused in-clinic time at the single-treatment rates on the fees page, keep the review imaging fee if that review has not happened and you do not want it, and return the remainder. Dispensed products that have left the clinic are not returnable.

If we pause a program because the images now show a medical picture we will not treat, unused sessions are refunded at those same single-treatment rates. The assessment and any review already written stay with you; we do not claw back a document you already hold.

If the clinic must cancel — illness, building access, equipment failure — we offer a new time or a full return of the deposit and of any fee already taken for that visit. You choose. We will not keep a deposit on a slot we could not honour.

Opened shampoo and topical products are not refunded. An unopened item dispensed in error, or that we agree is the wrong line for the written protocol, can be returned within fourteen days for a replacement or a refund of that line. Home-protocol spend is billed monthly against the plan; unused future months are not taken if the program has stopped.

Nothing on this page removes rights you have under the Australian Consumer Law that cannot be excluded. If a service is not delivered with due care, or is not as described on the fee list, talk to us first at [email protected] or +61 3 9103 4472. We will put the response in writing.

Email or telephone during clinic hours. Name the date you hold and whether you want to move or to cancel. We will confirm the deposit position in the reply so that you are not guessing. The booking form can also carry a cancellation note if you cannot reach the phone.