Appointment Cancellation and Rescheduling Policy
Conative Health Pty Ltd trading as IKAO Health
- Purpose
IKAO Health reserves appointment time specifically for each patient. Preparation for your consultation begins before your appointment time. This policy ensures our practitioners’ time is respected and that appointment slots remain available for patients who need care.
By booking an appointment with IKAO Health you agree to the terms of this Cancellation Policy.
- Cancellation Terms
The following cancellation terms apply to all IKAO Health appointments:
More than 48 hours before your appointment No cancellation fee applies. A full refund will be issued if payment has been made.
Between 24 and 48 hours before your appointment A cancellation fee of 50% of the appointment fee applies. The remaining 50% will be refunded where payment has been made in advance.
Less than 24 hours before your appointment or non-attendance The full appointment fee is forfeited. No refund will be issued. This applies to both cancellations within 24 hours and failure to attend without prior notice.
2a. Appointments Including Diagnostic Testing
For appointments that include diagnostic testing as part of the service package, the following additional terms apply:
Diagnostic testing is ordered and coordinated at the time of booking. Testing costs are incurred at the point of booking and are non-refundable under any circumstances, including cancellation, rescheduling, or non-attendance.
Where a cancellation or refund is approved under Section 2, any refund issued will exclude the cost of diagnostic testing included in your service package.
The diagnostic testing component of your appointment fee will be clearly itemised in your booking confirmation so you understand the non-refundable portion at the time of booking.
If you cancel your appointment but your testing kit has already been dispatched, you remain responsible for completing and returning the kit or disposing of it appropriately. IKAO Health is not responsible for costs associated with unreturned or unused kits.
- Rescheduling
You may reschedule your appointment at no charge provided you give more than 48 hours notice.
Rescheduling requests made within 24 to 48 hours of your appointment will be treated as a cancellation and the 50% cancellation fee will apply.
Rescheduling requests made within 24 hours of your appointment will be treated as a late cancellation and the full fee will be forfeited.
Repeated last-minute rescheduling — defined as two or more rescheduling requests within a 7 day period — may result in prepayment being required for all future bookings.
- Late Arrivals
If you are more than 10 minutes late to your scheduled appointment, your consultation time may be reduced to avoid impact on other patients.
If you are more than 15 minutes late your appointment may need to be rescheduled at our discretion. In this circumstance the late cancellation fee will apply.
- Exceptional Circumstances
We understand that genuine emergencies occur. Cancellation fees may be waived at the discretion of IKAO Health in exceptional circumstances including serious illness or family emergency. Supporting documentation may be requested.
Requests for fee waiver on the basis of exceptional circumstances must be submitted to info@ikaohealth.com within 48 hours of the missed or cancelled appointment.
- Refund Processing
Approved refunds will be processed within 5 to 7 business days to the original payment method.
- How to Cancel or Reschedule
To cancel or reschedule your appointment please contact us by:
Email: info@ikaohealth.com
Cancellations via social media, SMS to personal numbers, or any other channel not listed above will not be accepted and will not be considered received for the purposes of this policy.
- Follow Up Consultations
Follow up consultations included as part of a testing package are scheduled by IKAO Health once your results are available. These appointments are not subject to upfront payment and the standard cancellation terms apply once the appointment is confirmed.
- Contact Us
For all cancellation and rescheduling enquiries please contact:
IKAO Health Conative Health Pty Ltd
Email: info@ikaohealth.com
Website: ikaohealth.com