Appointment & Cancellation Policy

At Lotus Naturopathy & Massage, we are committed to providing personalised, high-quality care in a professional, respectful and well-organised environment. To support this, we have structured our appointment and cancellation processes thoughtfully to ensure everyone receives the best care while maintaining a calm, punctual and clean clinic flow.

To ensure this, the following appointment & cancellation policy applies to all appointments.

Appointment Time & What It Includes

When you book an appointment, that time is reserved especially for you. This includes:

• Focused consultation and assessment
• Hands-on treatment
• Time to dress and settle
• Aftercare advice and recommendations
• Payment and rebooking
• Thorough room hygiene and preparation between clients

For example, a 60-minute appointment refers to the total time in our schedule. The hands-on component is typically approximately 50–55 minutes, allowing appropriate time for professional assessment, closure of your session, and careful room reset before the next client.

This structure is standard practice across professional massage and allied health clinics and enables us to:

• Deliver targeted, effective treatment
• Maintain clinical accuracy and safety
• Respect all clients’ appointment times
• Keep a smooth back-to-back clinic flow
• Maintain high hygiene and preparation standards

Consultation & Communication

We aim to keep consultations focused and relevant to your treatment goals to maximise your hands-on time. If extended discussion or a more in-depth review is needed, we may recommend booking a longer appointment to ensure you receive the time and attention you require.

We kindly ask clients to share information that is relevant to their treatment goals to help us provide the most effective care within the allocated session.

Appointment Reminders & Cancellations

Appointment reminders are sent 48 hours prior to your scheduled appointment via text and email.

The best and preferred way to cancel or reschedule your appointment is to reply “NO” to your reminder text. This automatically cancels the appointment in the booking system and allows the time to be offered to another client.

Cancellations must be made no less than 24 hours prior to your scheduled appointment time.

Late Cancellations (Less Than 24 Hours’ Notice)

Cancellations made with less than 24 hours’ notice will incur a 50% cancellation fee, as the appointment time cannot usually be filled at short notice.

This fee is payable by the client, not by private health funds, Medicare, or third-party payers.

Same-Day Cancellations, No-Shows & Short-Notice Cancellations

Cancellations made with less than 12 hours’ notice, or failure to attend your appointment without adequate notice (no-shows), will incur 100% of the appointment fee.

Full payment is required for missed appointments.

Any outstanding cancellation fees must be paid in full before any future appointments can be made.

Pre-Payment for Future Bookings

Clients who cancel with less than 12 hours’ notice or do not attend their appointment may be required to pre-pay in full for all future bookings.

If an appointment is missed without adequate notice on three (3) occasions, I reserve the right to decline future bookings.

Late Arrivals

If you arrive late to your appointment, no additional time can be added to your session.

The full appointment fee will still apply, regardless of arrival time.

Compassionate Consideration

Cancellation fees may be waived for compassionate reasons, such as illness or unforeseen emergencies.

Any waiver is entirely at the discretion of the business owner and is assessed on a case-by-case basis.

Agreement to Policy

By booking an appointment with Lotus Naturopathy & Massage, you acknowledge and agree to this cancellation policy.

This policy is included in appointment reminders, booking confirmations, and online bookings.