At Brisbane Livewell Clinic, each Consultation time is reserved specifically for you. These appointments are often longer than standard medical appointments, which means it can be difficult to offer that time to another Patient at short notice.
We understand that plans can change and that unexpected situations do arise. For this reason, we have had a Cancellation & Reschedule Policy in place for many years. However, this policy has not always been applied consistently in the past, and our Reception staff have more often than not waived fees for patients who did not attend their Consultations.
Unfortunately, due to the increasing number of late cancellations, reschedules and missed Consultations across the Clinic, we will now be applying this policy consistently moving forward. This is an important step in supporting our Practitioners, maintaining availability for Patients who are ready to attend Consultations, and ensuring the Clinic can continue to operate in a responsible and sustainable way.
Across the Clinic, we currently see approximately 52 out of every 100 Consultations cancelled, rescheduled or not attended. This has a significant impact on Practitioner time, Patient access to care, and the day-to-day operation of the Clinic. Some of our Practitioners drive from a long way away to their Clinic, so it is personally challenging for them when a Patient then does not attend the Consultation for any reason.
The purpose of the Cancellation & Reschedule Fee is to support a responsible, sustainable and high-quality Clinic. By applying the policy consistently, we aim to ensure fairness for all Patients and to protect the time that Practitioners have set aside for your care.
While we do understand that events happen and it can be impossible to attend a Consultation, our Practitioners by that stage have already prepared for your Consultation and travelled to the Clinic, we often will not have time to find another patient to attend the Consultations, and they are relying on your Consultation Fee to allow them to buy groceries for their families. We therefore ask you to make payment for the Consultation if you don’t attend.
If you need to cancel or reschedule your Consultation, the following fees will therefore apply from now on. To remove discretion which places stress on our staff, Cancellation Fees are calculated by formula depending on how much notice is provided.
These fees apply equally to cancellations and rescheduled appointments.
To support the consistent application of this policy, Brisbane Livewell Clinic will now require a deposit at the time of booking your Consultation. This deposit is generally applied toward your Consultation Payment.
If you cancel, reschedule or do not attend your Consultation, your deposit will be applied towards the Cancellation & Reschedule Fee for your booking.
Where the applicable Cancellation & Reschedule Fee exceeds the deposit paid, you will be required to pay the remaining balance. Where the applicable Cancellation & Reschedule Fee is less than the deposit paid, the remaining amount may be retained as a credit on your account for future Consultations, or otherwise managed in accordance with Clinic policy.
For some Patients, or in certain circumstances, full prepayment may be required before a Consultation is confirmed.
If you’re experiencing financial difficulty, please contact our Reception Team before the due date to discuss alternate arrangements.
If you are unwell and unable to attend your Consultation in person, we ask that you contact our Reception team as soon as possible. Where appropriate, we may be able to offer a Phone Consultation or an Online Videoconference Consultation instead of an in-person appointment. If this is not suitable, the standard Cancellation & Reschedule Policy will apply.
If you have any questions about this policy, our Reception team will be happy to assist, and we thank you for your cooperation in helping us apply these policies.
Brisbane Livewell Clinic (17 April 2026)
