Terms and Conditions
Cancellation and Refund Policy – Life Choice
At Life Choice, we strive to provide the best possible service to our patients. We understand that sometimes appointments need to be cancelled or rescheduled. This Refund Policy outlines the terms and conditions under which refunds may be issued for online appointment bookings.
1. Grounds for cancellation made due to any other specified grounds.
Cancellation categories are as follows:
a) Type 1 – [Cooling Off]
If a Patient cancels an appointment at the time of booking or within a two-hour cooling-off period after booking an appointment (regardless of the time between cancellation and the appointment), the full amount paid for the consultation will be refunded. Booking a new appointment will attract the full consultation fee as applicable.
b) Type 2 – [Cancellation within 48 hrs prior]
If a Patient cancels an appointment at any time after the cooling-off period but outside 48 hours prior to the scheduled consultation, the full amount paid for the consultation will be refunded. Booking a new appointment will attract the full consultation fee as applicable.
c) Type 3 – [Cancellation within 24 prior]
If a Patient cancels an appointment after the two-hour cooling-off period but within 24 hours prior to the scheduled appointment, no part of the consultation fee will be refunded. Booking a new appointment will attract the full consultation fee as applicable.
Note:
1. Any rescheduling/rebooking of an appointment made after a cancellation by the Patient will be considered a “new booking” and will attract the full consultation fee as applicable.
2. In the event of a Patient cancelling or not attending the “new booking” made as a result of Provider unavailability, the refund conditions in point 1a above will apply.
2. DNA (Did Not Attend) Without Legitimate* Reason
This ground does not apply to “termination” of consultations. *Determining the legitimacy of a reason for not attending is at the sole discretion of the Practice Manager.
a) If a Patient fails to present for the scheduled appointment within 5 minutes after the commencement of the appointment, it will be considered a cancellation and non-attendance. No part of the consultation fee will be refunded. [DNA unjustified]
b) The scheduled consultation will be classified as a “failed encounter.”
c) If a Patient fails to present at all, it will be treated as a cancellation and non-attendance. No part of the consultation fee will be refunded.
d) A new appointment due to DNA must be booked via the Bookings Portal on the Life Source website. The new appointment will attract the full consultation fee.
Note:
1. Any rebooking after a DNA without a legitimate reason will be considered a “resultant booking” and will attract the full consultation fee.
2. Cancelling a “resultant booking” will not attract any refund or credit.
3. Cancellation by Practice Due to Provider Unavailability
Sickness, emergencies, or other unforeseen events may result in a Provider being unavailable at short notice.
a) Life Source staff will inform the affected Patient as soon as staff become aware of the unavailability, via phone call, text, or email using contact details from the Patient Registration Form.
b) The scheduled consultation will be classified as a “failed encounter.”
c) Life Source staff will issue a booking link and credit code for a new appointment. The Patient will not be charged for this replacement booking.
d) The Patient is not obliged to rebook and may instead request a full refund by lodging a “Refund & Credit Application” via the Patient Portal of the Life Source website.
Note:
1. Any new appointment due to provider unavailability is considered a “new booking.”
2. If the Patient cancels or does not attend the “new booking,” 1a refund conditions apply.
4. DNA/Cancellation by Patient Due to Illness or Unavailability
a) If a DNA or cancellation is due to emergent circumstances preventing participation, no refund is provided. However, a credit may be issued for future use, subject to case-by-case approval by the Practice Manager.
b) The appointment will be classified as a “failed encounter.”
c) If issued, the credit must be used within 12 months.
Note:
1. Rebookings will be considered “resultant bookings” and attract the full consultation fee.
2. Cancelling a “resultant booking” forfeits any refund or credit.
5. Termination Due to Emergent Patient Incapacity
a) If a consultation is terminated due to illness or incapacity during the session, no refund is provided. A credit may be issued for future use, subject to Practice Manager approval.
b) The appointment will be classified as a “failed encounter.”
c) Credit, if issued, must be used within 12 months.
Note:
1. Any rebooking is a “resultant booking” and will attract the full consultation fee.
2. Cancelling a “resultant booking” will not attract a refund or credit.
6. Termination Due to Breakdown of Rapport
a) If rapport breaks down between Patient and Provider (e.g., due to medication demands or unrealistic expectations), the Provider may terminate the session.
b) The consultation will be classified as a “failed encounter.”
c) The Patient may apply for a refund or credit via the Life Source Patient Portal.
d) Refund decisions are made at the discretion of the Provider and will be communicated via phone, text, or email.
e) Credit eligibility is determined case-by-case by the Provider.
Note:
1. Rebookings are “resultant bookings” and attract full consultation fees.
2. Cancelling such bookings will not attract a refund or credit.
7. Termination Due to Conflict of Interest
a) If a conflict of interest is identified before or during the consultation, the Provider may terminate the appointment.
b) The Patient may lodge a refund or credit application via the Life Source Patient Portal.
c) Refunds are discretionary and communicated by the Provider.
d) If the conflict is identified only after the consultation, it will be considered a “failed encounter.”
e) As such conflicts are unlikely to be resolved, no rebooking will occur.
8. Termination Due to Technology Breakdown
a) In the event of a technical failure during the consultation, Life Source staff will provide a rebooking link and credit code. No fee will be charged for this new appointment.
b) The appointment will be marked as a “failed encounter.”
c) The Patient may decline to rebook and instead request a full refund via the Patient Portal.
Note:
1. Any rebooking is a “new booking.”
2. If the Patient cancels or does not attend this “new booking,” the refund rules in §2.1 will apply.