Booking and Cancellation Policy

At Kelcey Maree Wellness, we’re committed to offering a supportive and positive experience for all clients. Our booking and cancellation policy helps things run respectfully and efficiently, so we can make the best use of time and continue providing quality care to everyone we work with. Please read through and adhere to the policy outlined below.

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1. Booking Your Appointment

All appointments are conducted online and can be booked through our website, via our social media booking link, or (for return visits) at the end of your consultation. When booking online, please ensure all required fields are completed accurately to avoid any scheduling errors. Once your booking is confirmed, you’ll receive an email with all the details, including a secure telehealth link. Please check this information carefully to ensure its correct, as any errors may impact your consultation.

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2. Consultation Booking Fee

• Booking Fee: To secure your appointment, full payment is required at the time of booking. Please note that $60 of this fee is non-refundable (see Section 4: Rescheduling & Cancellations).

• Return or Acute Consultations: New clients are required to have an initial consultation before booking a return or acute consultation. Existing clients who haven’t seen us in 12 months are also required to book a new initial consultation to ensure we’re providing the best care possible.

• Consultation Lengths: Please allow the following time for your appointment:
  - Initial Consultation: 60 minutes
  - Return Consultation: 45 minutes
  - Acute Consultation: 20 minutes
  - Discovery Call: 15 minutes
  
  These time frames are approximate — your practitioner may finish earlier. If you won’t be able to stay for the entire length of your consultation, please let your practitioner know at the start of your session.

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3. Appointment Reminders

You’ll receive a confirmation email as soon as your booking is made, followed by a reminder 72 hours before your consultation. These emails include your appointment time, date, time zone, and a secure telehealth link.

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Please check this information carefully to ensure it’s all correct, as any errors may affect your session. While we do our best to send timely reminders, it’s your responsibility to double-check the details when your confirmation email arrives and to attend your appointment as scheduled.

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If you can’t locate your link or need to update any details, please get in touch at least 24 hours before your appointment.

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4. Rescheduling and Cancellations

We understand that life happens, and sometimes plans need to change. To help us manage our time and care for all clients fairly, we ask that you please give at least 24 hours’ notice if you need to reschedule or cancel your appointment.

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• More than 24 hours’ notice: If you need to reschedule and provide more than 24 hours’ notice, your full payment will be held and can be transferred to another appointment within 12 months of the original booking. Please note that the $60 non-refundable portion will apply if you choose to cancel entirely.

• Less than 24 hours’ notice or non-attendance: If you cancel with less than 24 hours’ notice or do not attend your appointment, your payment will be forfeited and is not refundable or transferable. As this time has been set aside just for you, short-notice cancellations or missed appointments don't allow us the opportunity to offer the session to someone else.
   

These guidelines help us manage our time and care effectively, making sure each client gets the attention they deserve.

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5. Late Arrivals

• Arriving on Time: Please join your appointment at least 10 minutes early to allow for check-in and to ensure we can start promptly.

• Late Arrival Policy: If you arrive late, your session may be shortened to fit within your scheduled time, the full consultation fee will still apply.

• Missed Appointment Policy: Arriving more than 10 minutes late may be treated as a missed appointment, and the full appointment fee will be charged.

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6. Waitlist

If your preferred appointment time is unavailable, you may be added to our waitlist. We will contact you if a spot becomes available.

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Please notify us as soon as possible if you no longer require the appointment, so we can offer the time to others.

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7. Fees & Payments

We accept Visa and Mastercard payments. Full payment is required at the time of booking to secure your appointment, unless alternative arrangements have been agreed upon in advance.

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Concession and senior pricing are available upon request. Please contact us at kelcey.maree.wellness@gmail.com for further details.

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8. Changes to Services

If you need to modify your booked service, please let us know at least 48 hours before your appointment to allow time for adjustments. Refunds are at the discretion of the clinic manager. The $60 non-refundable portion of your payment is not eligible for refund but may be transferred to a future booking.

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9. Health Fund Rebates

Since April 2019, naturopathy consultations have not been claimable through private health funds. However, changes are underway that may see rebates return in the future. Please check with your health fund directly to see what’s covered under your policy.

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10. Third-Party Attendance

Our goal is to ensure you feel safe and comfortable throughout your consultation. While we’re happy for you to have a companion join you, please let us know in advance if someone will be attending with you. We also ask that your consultation takes place in a private, quiet, and comfortable space free from distractions.

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11. Changes to Clinic Policies

We may update or change our booking and cancellation policies from time to time. We’ll always let you know about any changes before they take effect. All updates will be posted on our website.

If you have any questions regarding this policy, contact us at kelcey.maree.wellness@gmail.com

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Current as of: 4th June 2025