Online Payment, Cancellation & Rescheduling Policy

Quick summary: Full payment is required at booking. Cancel or reschedule 12+ hours ahead and your payment becomes a 12-month customer credit. Cancel less than 12 hours ahead, no-show, or arrive more than 15 minutes late, and your payment is retained as a 100% fee. Full details below.

Nothing in this policy limits your rights under the Australian Consumer Law.

Payment at Booking

• Full payment is required at the time of booking to confirm your appointment.

• I accept major credit and debit cards via my secure online booking system.

• All online payments are non-refundable. Your payment secures your reserved time — see below for what happens if you need to cancel, reschedule, or don't attend.

Cancellations

• You must cancel at least 12 hours before your scheduled appointment time to avoid a cancellation fee.

• Cancellations must be made by you, directly through the Timely online booking system, via either your Timely booking confirmation email or client portal.

If you cancel more than 12 hours before your appointment: Your payment will be automatically allocated as a customer credit (12-month expiry, non-transferable, non-refundable).

If you cancel less than 12 hours before your appointment: Your payment will be allocated as a 100% cancellation fee (no customer credit or refund). This fee covers the loss of income from the reserved time that cannot be rebooked.

Rescheduling

• You must reschedule at least 12 hours before your scheduled appointment time.

• Rescheduling must be completed by you, directly through the Timely online booking system, via either your Timely booking confirmation email or client portal.

• Rescheduling requests made less than 12 hours before your appointment will be treated as a cancellation and subject to the 100% cancellation fee above.

No-Show Policy

• If you do not attend your appointment and have not cancelled or rescheduled via the online system, a 100% no-show fee applies.

• No customer credit, refund, reschedule, or replacement will be issued for no-shows.

Late Arrivals

• Please arrive on time for your appointment.

• If you arrive more than 15 minutes late, your appointment will be treated as a no-show — the 100% fee applies, with no customer credit, refund, reschedule, or replacement.

• If you arrive late but within 15 minutes, your appointment will still conclude at the originally scheduled end time, so the next client isn't delayed. You'll be charged the full price of your original booking, even though your session itself will be shorter.

If I Need to Cancel Your Appointment

If I need to cancel or reschedule your appointment, I'll always give as much notice as possible. You'll be offered the choice to:

• rebook at a time that suits you, or

• receive a customer credit (12-month expiry, non-transferable, non-refundable).

Exceptional Circumstances – Customer Credit

• In exceptional circumstances (e.g. medical emergency, bereavement), if you contact me directly — by replying to your appointment email or SMS — before your appointment time, I may, at my sole discretion, transfer your payment to a customer credit for future use (12-month expiry, non-transferable, non-refundable).

• This is not a refund and is subject to my approval.

• Customer credits cannot be redeemed for cash or refunded, except where required under Australian Consumer Law (e.g. major failure on my part).

How to Cancel or Reschedule

1. Log in via your Timely booking confirmation email or client portal.

2. Select your appointment and choose Cancel or Reschedule.

3. Changes must be completed at least 12 hours before your appointment time.