We understand that life can get messy and the therapists at Gay Health Brisbane make allowance for this. Remember that when you do not show for a booked class or session, or when you cancel at the last minute, you are denying that time to someone else who may need treatment.
Your therapist will grant leniency the first time a non-attendance, cancellation or late rebooking is made, and remind you of our policies. This leniency will not extend beyond the first instance.
Please rebook or cancel as soon as you are aware you need to, the therapists and other clients at Li'Rann will thank you!
When a session is booked but not attended for any reason, and the client does not inform the clinic or their therapist of non-attendance, then the client will be charged the full rate for the booked session. If the client prepaid then payment is forfeit. If client has not prepaid, then they will be black-listed and unable to make future bookings without paying the appropriate non-attendance fee.
Example 1: a Workshop is booked at $50. The client's credit card was charged in full at time of booking, this charge is not refunded.
Example 2: a 1 hour in-call massage session is booked at $70. The client chose to pay on attendance, so no fee is taken, but client is black-listed and unable to make a future booking without paying the $70.
Example 3: a 2 hour out-call massage session is booked at $235. The client paid 50% deposit only, so this deposit is retained, and the the client is black-listed and unable to make a future booking without paying the remaining 50%.
A cancelled booking will not be charged if cancelled more than 24 hours in advance.
A booking cancelled within 24 hours and on the same day will be charged the full rate of the booked session under the same conditions as a non-attendance.
Moving or Rescheduling a Booking
A booked session that is moved or rescheduled to another day within 4 hours of the time the session is booked will incur a charge of 50% of the booked rate.
Example 1: a Workshop booked for 230pm at $50 is rescheduled to the following week with the client making the reschedule at 12pm (2.5 hrs before the class). The client's credit card is charged $25 (50% of the booked rate of $20), this is in addition to the full rate of the Workshop.
Example 2: a 1 hr in-call massage session booked for 8pm is rescheduled to the next day at 10am with the client making the reschedule at 730pm (30 minutes before the session). The client's credit card is charged $35 (50% of the booked rate of $80).
A cancellation may be made by text, email, or phone call. The time a cancellation is received by any of these methods is the time used to determine whether the cancellation policy applies. Please be aware to verify that if texting a cancellation your text has been sent and delivered by your phone as network disruptions have been known to delay both the sending and receipt of text messages.
If cancelling by phone call and you are put through to message bank then please ensure to leave a message that you wish to cancel a session. A request for a therapist to return your call is not considered sufficient notice of a cancellation unless the message also states a session is to be cancelled. Emails, phone calls, message bank and text messages all have system time tags which will be used to determine whether the cancellation policy applies.
Allowance is made for extenuating circumstances at the discretion of a Li'Rann therapist. Repeated cancellations with extenuating circumstances by a client will be reviewed and the cancellation policy may be applied at the discretion of a therapist.