Cancellation & Refund Policy

Effective date: 23rd October 2026

At House Healix, we understand that life doesn't always go to plan. As a small, independently operated practice, each appointment is reserved specifically for you. This policy explains what happens if you need to cancel, reschedule or miss an appointment, and how refunds work.

This policy forms part of our Terms & Conditions. You will be asked to accept it when you book.

1. Bookings and payment

Full payment is required at the time of booking to secure your appointment, unless otherwise agreed in writing. Appointment fees are shown during the booking process, before you pay.

2. Cancelling or rescheduling

Please give at least 48 hours' notice if you need to cancel or reschedule.

48 hours or more: No fee - Full refund, or moved to your new appointment

Less than 48 hours: 100% of the consultation fee

No-show (no notice given): 100% of the consultation fee. If you reschedule with less than 48 hours' notice and rebook within 7 days, we will usually waive the fee. Any fee is assessed fairly, taking into account your circumstances and whether the appointment could be offered to someone else.

3. Illness and unexpected circumstances

Illness, emergencies and unforeseen events happen. If you can't attend, please let us know as soon as possible. We may waive or reduce the fee in genuine circumstances.

If you are unwell but feel able to talk, you may be able to switch to a telehealth appointment at the same time instead of cancelling.

4. Late arrivals and telehealth connection issues

If you arrive late, or join a telehealth call late, your consultation will usually still finish at its scheduled time so other clients aren't affected. The full fee applies to the shortened consultation.

If you arrive more than 20 minutes late and there isn't enough time for a proper consultation, we will reschedule. This may be treated as a late cancellation.

If a telehealth consultation can't go ahead or is cut short because of a technical problem on our side, we will reschedule at no cost.

5. Cancellations by House Healix

If House Healix needs to cancel or reschedule your appointment, we will contact you as soon as possible. You can choose a new appointment time or a full refund of any payment for that consultation.

6. Refunds

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. This includes your right to a remedy if a service is not provided with due care and skill.

You are not automatically entitled to a refund for a consultation that was properly provided simply because you changed your mind. If you have a concern about a service you received, please contact us so we can discuss it.

Refunds are paid to the original payment method, usually within 7 business days. Depending on your bank, it may take a few more days to appear in your account.

7. Pathology, functional testing and supplements

External pathology, functional tests and supplements may have their own pricing, cancellation and refund arrangements, set by the provider. We will explain these before you order or buy. Your consumer rights still apply.

Once a test kit has been sent or a sample processed, the laboratory's fee usually can't be refunded.

8. Clients under 18

For clients under 18, the parent or guardian who made the booking is responsible for cancellations, rescheduling and any fees under this policy.

9. How to cancel or reschedule

The notice period is measured from when we receive your request. If you email outside business hours, the time your email arrives is the time that counts.

Thank you for your understanding and for supporting a small, independent health practice.

House Healix