Cancellation & Reschedule Policy

We require at least 24 hours’ notice to cancel or reschedule your appointment. This allows us the opportunity to offer our time to another client.

If you are unable to keep your scheduled appointment, please contact the clinic as soon as possible. If you are unable to reach us, please leave a message. Messages are timestamped and assessed accordingly.

We respect that your time is valuable and appreciate that you understand ours is too.

When you book an appointment at Totally Well, that time is reserved exclusively for you. Our practitioners prepare in advance and are ready for you at your scheduled time. In return, we ask that you honour your booking.

Late Cancellations, Reschedules & No-Shows

Late cancellations and missed appointments affect both other clients waiting for care and the practitioner’s time.

• Cancellations or rescheduling made within 24 hours of the appointment will incur a 50% cancellation fee.

• Cancellations made within 12 hours, or failure to attend (no-show), will incur a 100% cancellation fee, as the appointment cannot be reallocated.

Any previously applied discounts or promotions will be forfeited where cancellation fees apply.

If we do not hear from you within this timeframe and you do not attend your appointment, this policy will be applied.

Ongoing Bookings

If you choose not to agree to this Cancellation / Reschedule Policy, you may be required to prepay for all future appointments. Prepaid appointments are non-refundable if you do not attend.

Exceptional Circumstances

We recognise that unexpected situations can arise, such as sudden illness or family emergencies. On rare occasions, discretion may be applied at the therapist’s discretion.

Late Arrivals

If you arrive late, your session will be shortened to avoid impacting other clients. The full treatment fee will still apply.

We recommend arriving at least 5 minutes prior to your appointment.