Booking, Cancellation & Fee Policy
Health by Hayley uses Cliniko for online bookings. This policy explains how to book, how to change or cancel, and when a cancellation fee may apply, in a fair and transparent way.
How to book an appointment
Appointments are booked online through Cliniko. You can choose your preferred appointment type and time, then you’ll receive confirmation by email (and reminders closer to your appointment).
- Click the booking button below to view availability.
- Select an appointment type and preferred time.
- Follow the prompts to confirm your booking.
Page link: /bookingcancellationfees
Rescheduling and cancellations
If you need to change your appointment, please do so as early as you can. This helps keep appointments available for other patients and keeps the clinic running on time.
We ask that you cancel or reschedule at least 12 hours before your appointment where possible.
If you need help making a change, you can message via the Contact page.
Late cancellations and no-shows
Late cancellations and no-shows can be difficult to fill at short notice. This policy is in place to keep the schedule fair and accessible.
- Late cancellation: cancelling or rescheduling within 12 hours of your appointment.
- No-show: not attending your appointment without notice.
First occurrence: a friendly warning may be given.
Repeat occurrences: a fee may apply (see section 4).
Cancellation fee
If an appointment is cancelled within 12 hours or a patient does not attend (no-show), a $50 cancellation fee may be charged after a warning or for repeat occurrences.
The fee is intended to reflect the short-notice loss of appointment time and the impact on clinic scheduling. It is not designed to be punitive.
Fee amount: $50
Prepayment after repeated cancellations/no-shows: If there have been multiple late cancellations or no-shows, Health by Hayley may request prepayment (or a deposit) to confirm future appointments. This will be communicated clearly before you book. If the clinic needs to cancel your appointment, any prepayment will be refunded or transferred (your choice).
Discretion and genuine circumstances
Hayley understands that unexpected events happen. Discretion may be applied in genuine circumstances (for example, sudden illness or an emergency).
If something unexpected comes up, please get in touch as soon as possible so we can help you reschedule.
Questions or support
If you have questions about this policy, need help booking, or you’re unsure which appointment type to choose, send a message and Hayley will assist.
Note: This policy may be updated from time to time. The most current version will be published on the website with an updated effective date.