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We require a minimum of 24 hours’ notice to cancel or reschedule your appointment. This allows us the opportunity to offer the 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
If you cancel, reschedule, or fail to attend your appointment without providing at least 24 hours’ notice, you will be charged 50% of the treatment fee, and any previously applied discounts or promotions will be forfeited.
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
We do our best to ensure you receive your full treatment time. However, if you arrive late and we have appointments immediately after yours, your session may 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.
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Some items or services at Totally Well may be offered as subscriptions, prepaid packages, or recurring purchase options. This policy explains how cancellations apply to these purchase types.
Subscriptions & Recurring Purchases
When you purchase a subscription or recurring service, you authorise automatic charges based on the billing frequency selected at checkout.
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You may cancel a subscription at any time prior to the next billing date to stop future charges.
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Cancellation applies to future payments only.
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No refunds or credits are provided for payments already processed, unused services, or partially used billing periods.
Subscription management links are provided in your order confirmation email.
Prepaid Services, Packages & Programs
Prepaid services, packages, programs, and memberships are non-refundable.
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Unused or partially used services are forfeited if not redeemed within the stated validity period.
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Failure to book or attend appointments does not entitle the purchaser to a refund or credit.
Pre-Orders
At this time, Totally Well does not offer cancellable pre-orders.
If pre-orders are introduced in the future, any payments made will remain non-refundable once the order has been fulfilled, except where required under Australian Consumer Law.
Try Before You Buy
Totally Well does not offer “try before you buy” purchases.
All purchases are final at the time of checkout.
Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law.
You may be entitled to a remedy if a product or service is faulty or not provided with due care and skill.
Questions
If you have questions about subscriptions, services, or purchase options before buying, please contact: