Cancellation Policy

1. Why we have this policy

Mobile Spine Clinic is a home-visit service. When an appointment is cancelled at short notice or missed, your chiropractor has usually already set aside the time and travelled (or begun travelling) to you, and the appointment time generally cannot be offered to another patient. The fees below are a genuine estimate of the cost a late cancellation causes us — they are not intended as a punishment. This policy forms part of our Terms of Use and applies to all bookings.

2. Cancellation fees

• More than 24 hours’ notice — no charge. You can reschedule or cancel free of charge.
• Less than 24 hours’ notice — 50% of your scheduled appointment fee.
• Missed appointment (“no-show”), or cancelling after your chiropractor is already travelling to you — 100% of your scheduled appointment fee.

A “missed appointment” includes us being unable to provide your treatment because no one is home, or we cannot access the premises, at the agreed time.

3. How to cancel or reschedule

• Call or text 0449 689 527
• Email info@mobilespinehealth.com.au
• Use the link in your booking confirmation email

Your cancellation takes effect when we receive it — a text, voicemail or email sent before the 24-hour cut-off counts, even if we read it later. Rescheduling with more than 24 hours’ notice is always free.

4. Fairness, emergencies and discretion

We understand that genuine emergencies and sudden illness happen. Fees may be reduced or waived at our discretion — including for a first occurrence, where you give us as much notice as you can, or where we are able to offer your appointment time to another patient. If you wake up unwell on the day of your visit, please contact us as early as possible; we will always take genuine illness into account.

5. If we need to cancel

If we must cancel your appointment (for example, due to practitioner illness or an emergency), we will tell you as early as possible, offer you priority rebooking, and refund in full any amount you have already paid for that appointment. You will never be charged a fee for an appointment we cancel.

6. Booking deposits, card details and how fees are charged

• We may ask for card details, or a booking deposit, when you book — for example, through our online booking system’s secure payment provider. Card details are collected and stored by the payment provider, not by us, and we never see your full card number.
• By providing card details or a deposit at booking, you authorise us to charge any cancellation or missed-appointment fee under this policy to that card (or deduct it from your deposit). We will notify you when a fee is charged and issue a receipt.
• If we do not hold card details or a deposit for your booking, we will invoice you for any cancellation fee, payable within 7 days.
• Outstanding cancellation fees may need to be settled before further appointments can be booked. If appointments are repeatedly cancelled late or missed, we may require pre-payment or a deposit to secure future bookings.

7. Health fund rebates

Cancellation and missed-appointment fees are not a health service, so they cannot be claimed from your private health fund. They will not appear on a claimable itemised invoice or receipt — they are payable by you directly.

8. Changes to this policy

This policy is published on our website and referenced in your booking confirmation. We may update it from time to time; the version on our website at the time of your booking applies. Questions? Call 0449 689 527 or email info@mobilespinehealth.com.au.

Mobile Spine Clinic is operated by Mobile Spine Health Pty Ltd (ABN 11 656 670 978).