Cancellation & Booking Fee Policy

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SW Podiatry & Health Clinic operates a cancellation and booking fee policy to help us maintain smooth clinic operations, minimise disruption and ensure appointments can be offered to other patients.

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Cancellation & Rescheduling

• If you wish to cancel or reschedule an appointment, we require a minimum of 48 hours’ notice.

• An appointment reminder will be sent two days before your appointment, providing an opportunity to contact us should you need to cancel or reschedule.

• Cancellations or rescheduling requests made with less than 48 hours’ notice may result in the full treatment cost being charged.

• Failure to attend an appointment without prior notification may result in the full treatment cost being charged.

• We understand that unforeseen circumstances can occasionally lead to late cancellations or missed appointments. While we aim to be understanding, repeated late cancellations or missed appointments may result in full payment being required in advance for future appointments (see Part 6).

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Booking Fees

A non-refundable booking fee is required to secure certain appointments. This may include:

• All new patient appointments

• Appointments booked online

• Higher-value appointments, such as nail surgery

• Any other appointments where a booking fee is specified at the time of booking

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The booking fee will be deducted from the final balance of the treatment cost at the time of the appointment.

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The booking fee is strictly non-refundable. If you reschedule your appointment with at least 48 hours’ notice, the booking fee can be carried over and applied to your rescheduled appointment, but it will not be refunded if you cancel altogether.

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If you cancel with less than 48 hours’ notice or fail to attend your appointment, the booking fee will be forfeited and cannot be transferred to another appointment.

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Missed Appointments Without Notification (DNA Policy)

If you do not attend your scheduled appointment and fail to notify the clinic in advance:

1. First DNA: You will receive a letter informing you that you missed an appointment without notifying the clinic.

2. Second DNA: You will receive a second letter notifying you that you have missed two appointments without notification. At this stage, you will be required to pay up front to book any future appointments.

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This policy helps the clinic manage the appointment schedule effectively and ensures availability for all patients.