Refund & Cancellation Policy
Total Holistic Clinic Pty Ltd · Last updated March 2025
Total Holistic Clinic Pty Ltd (ABN 78 695 940 884) is committed to being transparent about our refund and cancellation terms. If you have any questions before booking, please contact us.
Quick Summary: Your initial consultation is free - the $40 deposit is fully refunded when you attend. Cancel with 24+ hours notice and the deposit is also refunded. No-shows and late cancellations (under 24 hours) forfeit the deposit.
1. Initial Consultation Deposit
A $40 refundable deposit is required at the time of booking to secure your initial consultation. This deposit is:
- Fully refunded after you attend your appointment (making the consultation free of charge)
- Fully refunded if you cancel or reschedule with at least 24 hours' notice prior to your appointment time
- Forfeited if you cancel with less than 24 hours' notice, or do not attend (no-show)
2. Follow-Up & Review Consultations
Face-to-face follow-up and review consultations are offered at no consultation fee for existing patients. Telehealth follow-up review consultations are charged at the time of booking or attendance. Cancellations with at least 24 hours' notice will receive a full refund or credit where a fee has been paid. Cancellations with less than 24 hours' notice may be subject to a cancellation fee equivalent to the full consultation cost, where applicable.
3. How to Cancel or Reschedule
To cancel or reschedule, please contact us as early as possible:
- Phone: 03 9115 2924
- Email: clinic@totalholistic.com.au
We recommend calling where possible to ensure timely processing, particularly for cancellations close to the 24-hour threshold.
4. Medication Orders
If a prescription has been dispensed and dispatched by our recommended pharmacy, medications generally cannot be returned due to the nature of pharmaceutical products and Australian regulatory requirements.
If you have an issue with your medication order, please contact our recommended pharmacy within 48 hours of receiving your order.
5. Refund Processing
Approved refunds are processed to your original payment method within 5-10 business days of approval. Processing times may vary depending on your financial institution.
6. Australian Consumer Law
Nothing in this policy limits any rights you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). Where a service fails to meet a consumer guarantee, you may be entitled to a remedy.
7. Contact Us
For questions or to request a refund, contact our team:
- Phone: 03 9115 2924
- Email: clinic@totalholistic.com.au