At Sirona Wellness, we are committed to providing exceptional care and respect the time of both our clients and practitioners. To help ensure a smooth and seamless scheduling experience, we kindly ask that you review our appointment and cancellation policies.

1. PAYMENT PROCEDURE

Appointment Payment: To secure your online appointments, all new clients are required to prepay the full appointment fee at the time of booking. This ensures your spot is reserved and helps streamline the booking process. We appreciate your understanding and commitment to your wellness journey. If you have any questions about this policy or need assistance, please don’t hesitate to contact us.

2. APPOINTMENT REMINDERS

Reminders: You will receive an email reminders 48 hours (2 days) before your appointment as a helpful courtesy. However, it remains your responsibility to attend your scheduled appointment. Please take a moment to confirm and manage your schedule accordingly.

Zoom Links: Zoom links for virtual appointments are provided in the email reminder. If you cannot locate the link, please contact us at least 24 hours prior to your appointment to allow time for the link to be re-sent.

3. CONSULTATION & TREATMENT CANCELLATIONS

Client Intake Form: Sirona Wellness requires new clients to complete the Client Registration form and the Pre-Assessment Questionnaire at least 24 hours before the scheduled appointment. These forms are included in your booking confirmation email. 

If the intake form is not completed before your scheduled appointment, the appointment will be rescheduled with an additional full fee incurred by the client

24 Business Hours’ Notice Required: To avoid incurring cancellation fees, we kindly ask for at least 24 business hours' notice if you need to reschedule or cancel your appointment. This allows us to offer your time slot to another client. Please email us at hello@sironawellness.com.au to notify us of any changes.

If you are unable to reschedule your appointment, any prepaid amounts can be applied as credit to your client account for future bookings or fully refunded to you. We will reach out to you via email to confirm your preference. If you have any questions or need assistance, please don’t hesitate to let us know.

Cancellation Fees: Cancellations or rescheduling requests made with less than 24 hours’ notice, will result in the full consultation or treatment fee being retained. As the full fee is paid at the time of booking, no refunds or credits will be issued in these instances. We appreciate your understanding as this policy helps us manage our schedule and accommodate other clients.

Missed Appointments/No-Shows: Missed appointments or no-shows, including cancellations made with less than 24 hours’ notice, will result in the full consultation or treatment fee being retained. As the full fee is paid at the time of booking, no refunds or credits will be issued in these instances.

4. LATE ARRIVALS

Arrival Time: For online telehealth consultations, please ensure you are logged in and ready at least 10 minutes before your scheduled appointment time. This allows for a smooth check-in process and ensures the full session can be dedicated to your care.

Impact on Appointment Time: Late arrivals will result in reduced consultation time, with the full appointment fee still applied.

No-Shows: For online telehealth consultations, joining more than 10 minutes late may be considered a no-show, and the full appointment fee will apply. This policy ensures fairness to all clients and helps us maintain an efficient schedule.

5. RESCHEDULING & CONTACT INFORMATION

Rescheduling Requests: To reschedule your appointment, please contact us via email at hello@sironawellness.com.au with at least 24 business hours' notice. Providing advance notice allows us to offer your time slot to another client and ensures we can accommodate your new preferred appointment time. When requesting a reschedule, please include your name, the date and time of your current booking, and any preferred alternatives if applicable. We’ll do our best to find a new time that suits you.

6. WAITLIST

Missed Appointments: Missing an appointment may result in a longer wait time due to long waitlists. Providing as much notice as possible helps accommodate other clients.

7. MINIMUM AGE POLICY

Age Requirements: All clients must be at least 18 years of age to attend appointments independently. Clients aged 16–18 may attend with signed consent from a parent or guardian. To ensure a smooth process, the parent or guardian’s contact details, including their name, email, phone number, and relationship to the client, must be provided at least 48 hours before the appointment. This allows our practitioners sufficient time to obtain both verbal and written consent for treatment. Clients under 16 must be accompanied by a parent or guardian during their appointment.

8. POLICY ADHERENCE

Outstanding Payments: Failure to pay fees may result in the suspension of future bookings until payments are cleared. Invoices will be sent for unpaid fees, and future bookings may require prepayment.

9. FEES & PAYMENTS

Our practice accepts credit card (Visa and Mastercard only), or bank transfer as payment methods. We do not accept American Express. Payments will be taken in full when booking to secure your appointment.

Private Health Fund Rebates: As of April 2019, naturopathy consultation fees are no longer claimable through private health funds.

10. THIRD PARTY ATTENDANCE

If a third party will be attending your consultation, please email us in advance to inform us of their attendance.

11. TESTING & COSTS POLICY

Medicare Coverage and Out-of-Pocket Expenses: Naturopath-ordered tests are not eligible for Medicare rebates. Patients will be billed privately by pathology labs.

Why You May Need to Pay for Tests: Naturopaths take a holistic approach that may include services beyond conventional medical care.

Private Testing Benefits: These tests can provide a more comprehensive analysis and personalised approach, empowering patients to make informed decisions.

ACKNOWLEDGEMENT OF TERMS

By booking an appointment and signing the consent to care form, you confirm your understanding and acceptance of these terms.

Thank you for your understanding and cooperation.

We truly value your time and appreciate your support.

Last update: 19/01/2025