Cancellation Policy

Effective Date: 1^st July 2025

At Helen Barnett, Nutritionist and Dietitian, we understand that sometimes you may need to cancel or reschedule your appointment. To ensure fair access to appointments for all clients and to respect our practitioners’ time, we have implemented the following 48-hour cancellation policy.

Policy Overview

All cancellations and rescheduling requests must be made at least 48 hours (2 full business days) before your scheduled appointment time.

Cancellation Fees

More than 48 hours notice

• No charge – Full refund if prepaid
• Appointment can be rescheduled without penalty
• Credit can be applied to future appointments

24-48 hours notice

• $100 cancellation fee applies (paid at time of booking)

Less than 24 hours notice

• 100% cancellation fee (full appointment fee is forfeited)

No-show (no notice given)

• 100% cancellation fee
• May result in requirement for prepayment of full appointment fee for future bookings
• Repeated no-shows may result in discharge from the practice

How to Cancel or Reschedule

You may cancel or reschedule your appointment by:

1. Online: Through our booking portal (available 24/7)
2. Phone: Call 02 5350 4861 during business hours
3. Email: Send to admin@helenbarnett.com.au (must be received within business hours to count towards notice period)

Important: Cancellation notices left after hours (voicemail, email, or online) will be timestamped as received the next business day. This is due to our inability to contact other clients to offer the appointment time to.

Business Days Definition

• Business days are Monday to Friday, excluding public holidays
• Saturdays, Sundays, and public holidays do not count towards the 48-hour notice period
• Example: For a Monday 9am appointment, cancellation must be received by Wednesday 9am the week prior

Special Circumstances

Medical Emergencies

If you experience a medical emergency or sudden illness preventing attendance:

• Please notify us as soon as safely possible
• A medical certificate may be requested
• Cancellation fees may be waived at management discretion

Exceptional Circumstances

We understand that exceptional circumstances may arise, including:

• Death in the family
• Serious accident
• Natural disasters
• Government-mandated lockdowns

These situations will be reviewed case-by-case, and fees may be waived with appropriate documentation.

First-Time Clients

• First-time clients must provide credit card details to secure their booking
• A booking fee of $100 is required at time of booking to secure your appointment time
• After attending your first appointment, this requirement may be waived for future bookings

Group Sessions and Programs

• Group nutrition sessions and multi-week programs may have different cancellation terms
• Please refer to specific program terms at time of booking
• Generally require 7 days notice for refund eligibility

Practitioner Cancellations

If we need to cancel your appointment:

• We will provide as much notice as possible
• You will receive a full refund or priority rebooking
• We will make every effort to accommodate your scheduling preferences

Late Arrivals

• If you arrive more than 15 minutes late, your appointment may be cancelled or shortened
• The full fee still applies for late arrivals
• Your appointment will end at the scheduled time to avoid impacting other clients

Telehealth Appointments

• The same cancellation policy applies to all telehealth consultations
• Technical difficulties on the client’s end do not waive cancellation fees
• If technical issues are on our end, no fees apply and appointments will be rescheduled

Chronic Condition Management Plans (CCMP) and Medicare Appointments

• Medicare-rebated appointments under CDM plans are subject to the same cancellation policy
• You remain responsible for the full private fee if Medicare requirements aren’t met due to late cancellation

Health Fund Claims

• Cancellation fees cannot be claimed through private health insurance
• You remain responsible for any gap payment if cancelling a health fund appointment

Policy Acknowledgment

By booking an appointment, you acknowledge that:

• You have read and understood this cancellation policy
• You accept responsibility for cancellation fees if applicable
• You will provide adequate notice when unable to attend

Contact Information

If you have questions about this policy or need to discuss your specific situation, please contact:

Helen Barnett, Dietitian
Phone: 02 5350 4861
Email: admin@helenbarnett.com.au
Hours: Monday-Friday, 8:30-5pm

This policy is designed to ensure fair access to appointments for all clients while respecting the time of both clients and practitioners. We appreciate your understanding and cooperation.

Policy Last Updated: 19^th July 2025