Your right to cancel the appointment
You may cancel your appointment by notifying us, with at least 48 hours’ notice, by email or telephone. Refunds will be given provided the appointment is cancelled not less than 48 hours before the date of the appointment.
If the appointment is cancelled with less than 48 hours’ notice or if you do not attend, we reserve the right to withhold the entire consultation fee.
We understand that occasionally a short-notice cancellation may be unavoidable and if it is possible to reschedule your appointment, will try to do so. We respect that your time is valuable, and we appreciate that you understand ours is too.
To help our patients minimise the chance of losing their consultation fee, we will send email and text reminders a minimum of 48 hours ahead of appointments. Although, due to circumstances beyond our control this may not always be possible, and patients should therefore not rely on such reminders.
Our right to cancel the appointment.
We may cancel or reschedule your appointment, at our sole discretion and without any liability, if:
- you do not, within a reasonable time of us asking for it, provide us with any information that we have requested for us to provide the services;
- you do not make any payment to us when it is due;
- you seriously or repeatedly breach any of these terms.
There may be rare occasions when we have to cancel the clinic and appointments at very short notice. Our team will endeavour to offer you a similar appointment for the soonest date available often by opening up a new date. Should this be unacceptable you will be offered a refund for your appointment.
Your right to complain
Zerenia endeavours to treat all patients compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment at Zerenia you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, our team will be pleased to help and support you through the process.