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 travel significant distances to attend the Clinic, and it can be personally challenging for them when a Patient is unable to attend their Consultation.
The purpose of introducing deposits is to support the consistent application of our Cancellation & Reschedule Policy and to help protect the time that Practitioners have set aside for Patients.
While we do understand that events happen and it can be impossible to attend a Consultation, by that stage your Practitioner has already prepared for your Consultation and travelled to the Clinic, and we will often not have time to offer that appointment to another Patient. Deposits form part of how we manage this fairly across the Clinic.
To support this, 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 attend your Consultation as scheduled, your deposit will be applied to your Consultation Payment, with any remaining balance payable in accordance with our standard payment terms.
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 a deposit or prepayment is required and is not paid, the Consultation may not be held or confirmed.
If a Cancellation & Reschedule Fee remains unpaid, you will be asked to finalise the outstanding amount before attending further Consultations. In some circumstances, outstanding amounts may be referred for recovery.
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 deposits or payments, 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)
