Deposit, Payment, Cancellation and Refund Policy

1. Purpose

1.1 This policy outlines the requirements relating to deposits, payments, cancellations and refunds for services provided by Perth Health Collective.

1.2 This policy applies to all appointments booked with Perth Health Collective, including in-clinic and telehealth consultations.

2. deposits

2.1 For certain services, a deposit equal to 50% of the consultation fee is required at the time of booking in order to secure the appointment.

2.2 Where a deposit is required, the applicable deposit amount will be clearly communicated at the time of booking.

2.3 Deposits are applied toward the total cost of the appointment.

3. payments

3.1 Payment is required for all consultations and services provided by Perth Health Collective.

3.2 Depending on the appointment type and how the booking is created:
(a) full payment may be required at the time of booking; or
(b) a deposit may be required at the time of booking, with the remaining balance payable 24 hours prior to the appointment; or
(c) where an appointment is created by Perth Health Collective on a client’s behalf, payment will be processed automatically in accordance with this policy, using payment details held on file or, where required, payment details requested prior to the appointment.

3.3 Where a deposit has been paid, the remaining balance of the consultation fee will be automatically charged 24 hours prior to the scheduled appointment, unless otherwise agreed in writing.

3.4 Where payment is processed prior to an appointment, clients are required to securely provide valid credit or debit card details. Card details are stored securely by our payment provider in accordance with industry security standards.

3.5 By providing payment details, clients authorise Perth Health Collective to charge the applicable consultation fees in accordance with this policy.

3.6 We accept credit and debit cards and other electronic payment methods.

4. cancellations & rescheduling

4.1 We understand that circumstances may arise that require you to cancel or reschedule an appointment.

4.2 Cancellation and rescheduling requests are assessed based on the amount of notice provided prior to the scheduled appointment time.

4.3 Cancellations or rescheduling requests made more than 48 hours prior to the scheduled appointment may be eligible for a refund or credit, at the discretion of Perth Health Collective.

4.4 Cancellations or rescheduling requests made between 24 and 48 hours prior to the scheduled appointment may be eligible for a partial refund or a credit, at the discretion of Perth Health Collective.

4.5 Cancellations or rescheduling requests made less than 24 hours prior to the scheduled appointment time, or failure to attend a scheduled appointment, will result in:
(a) forfeiture of any deposit paid; and
(b) the consultation fee being retained in accordance with this policy.

5. refunds

5.1 Deposits paid to secure appointments are non-refundable, except where cancellation is made in accordance with Clause 4.3 or where otherwise required by law.

5.2 Refunds are not provided for:
(a) missed appointments (no-shows);
(b) late cancellations or rescheduling (less than 24 hours’ notice); or
(c) change of mind.

5.3 Refunds for services already rendered will be considered on a case-by-case basis and are granted at the discretion of Perth Health Collective.

5.4 Where a refund is approved, it may be subject to administrative or processing fees.

5.5 If you are dissatisfied with a service, you are encouraged to contact us promptly so we can address your concerns and, where appropriate, seek an amicable resolution.

6. Exceptions

6.1 In cases of genuine emergency or unforeseen circumstances, exceptions to this policy may be considered at the discretion of Perth Health Collective.

6.2 Refunds or adjustments for unused portions of prepaid services (where applicable) will be assessed on an individual basis and require approval from clinic management

7. Changes to this policy

7.1 Perth Health Collective reserves the right to amend this policy at any time.

7.2 The most current version of this policy will apply to all bookings. Clients are encouraged to review this policy periodically.

Contact information

For any questions or concerns regarding this policy, please contact:

Perth Health Collective
accounts@perthhealthcollective.com.au
Phone: 08 6374 6400

Effective Date: 20th March, 2024

Last updated: 23rd January, 2026