Leura Wellness Terms & Conditions

At Leura Wellness, we are committed to providing exceptional care and service. To ensure a smooth and respectful relationship with all our patients, the following terms and conditions apply to all interactions with our practice.

Appointment Cancellation Policy

  • Notice Period: Cancellations must be made at least 24 hours prior to your scheduled appointment to avoid incurring the full consultation fee. This policy includes "no-shows."

  • Late Cancellations: If you cancel within the 24-hour period, the full consultation fee will be charged. This fee reflects the costs associated with the loss of time and the inability to offer the appointment to another patient.

  • Rebooking: Future appointments cannot be booked until any outstanding fees are paid in full.

  • Extenuating Circumstances: In cases of genuine emergencies, please contact our reception team as soon as possible. Exceptions to the cancellation policy may be considered on a case-by-case basis, in line with Australian Consumer Law (ACL).

Test Results and Follow-Up

  • Mandatory Follow-Up: Patients referred for testing must schedule a follow-up consultation to discuss their results. Results will not be disclosed without a consultation with the referring practitioner.

  • Access to Results: After your consultation, you may request copies of your test results for your records.

  • Electronic Communication: Test results and medical advice will not be communicated via email or phone unless specifically arranged during your consultation, in compliance with the Privacy Act 1988 (Cth).

SMS Reminder Policy

  • Confirmation Required: A reminder SMS will be sent 48 hours before your appointment. You must reply to confirm your appointment or call Reception to reschedule. If no reply is received 24 hours before your appointment, it may be cancelled and offered to patients on our waiting list.

  • Opt-Out: If you do not wish to receive SMS reminders, please inform Reception. By signing this agreement, you consent to receiving SMS reminders unless you opt out, in compliance with the Electronic Transactions Act 1999.

 Payment Terms

  • Payment Methods: All bookings require a valid debit or credit card. Payment is automatically processed at the conclusion of your appointment (Except for IV Infusions) according to the scheduled fees. We do not accept cash, checks, or other payment methods.

  • IV Infusions: All Bookings for IV services must be prepaid

  • Transaction Fees: A transaction fee of 1.9% of the consultation fee plus 35 cents applies to all payments. This surcharge reflects the actual cost of processing payments and complies with Australian Consumer Law (ACL).

  • Declined Payments: If your payment is declined due to insufficient funds, an additional $20 administrative fee will be charged. You will be notified immediately and must provide an alternative payment method before your next appointment.

  • No Refunds: No refunds are available for any services provided.

  • Insurance & Rebates: Private health insurance or Medicare rebates are not available, except for appointments with the Nurse Practitioner that are eligible for Medicare rebates.

Practice Communication

  • Contacting the Practice: For general inquiries, appointment bookings, or other non-urgent matters, please contact our Reception team during business hours.

  • Emergency Situations: In the event of a medical emergency, please dial 000 or visit your nearest emergency department. Our practice is not equipped to handle emergency situations.

  • Appointment Cancellations by Us: If we cancel your appointment, you will be notified by text, email, or phone call and rebooked as soon as possible.

Confidentiality and Data Protection

  • Privacy: We are committed to maintaining the privacy and confidentiality of your personal and medical information. Our Privacy Policy, available on our website, outlines how we collect, use, and protect your data in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

  • Electronic Records: Your medical records are stored securely in compliance with relevant data protection laws. You may request access to your records at any time, subject to a processing fee.

General Conditions

  • Right to Refuse Service: Leura Wellness reserves the right to refuse service to any patient who violates these terms and conditions or behaves in a manner that is disruptive or disrespectful to our staff or other patients.

  • Dispute Resolution: If you have any concerns or disputes regarding our services, please contact us directly to discuss and resolve the matter.

  • Termination of Care: We reserve the right to terminate care for reasons including, but not limited to, non-payment, abusive behaviour, or at the provider's discretion. Notification of termination of care will be sent via email or letter, with reasonable notice provided to allow for alternative care arrangements.

  • Collections: We reserve the right to send unpaid accounts to collections if payment is not received, in accordance with the guidelines set out by the ACCC and ASIC.

Policy Updates

These terms and conditions are subject to change. Patients will be notified of any significant changes. It is your responsibility to review the T&Cs periodically.