Booking, Payment & Cancellation Policy
We understand that life happens and plans sometimes need to change. At the same time, appointment times are reserved especially for you.
This policy helps support fairness, sustainability, and availability for all clients.
By booking an appointment, you agree to the terms outlined in this policy.
Why this policy exists
Late cancellations and missed appointments mean the session time cannot be offered to another client, and preparation has already taken place.
This policy helps honour the time, energy, and care involved in holding therapeutic space.
Appointments & Booking
Appointments are booked for a specific time and are reserved exclusively for you. This allows adequate preparation time and ensures availability for all clients.
Payments
Payment is required for all appointments either prior to or at time of service.
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Online payments (required when booking online) are processed securely via Stripe, a third-party payment provider.
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In-person payments are processed via Zeller, a secure EFTPOS payment system.
This practice does not store or retain full credit or debit card details. Payment information is handled directly by the relevant payment provider in accordance with their security and privacy standards.
Online and Card payments are our preferred methods of payment.
Payments by cash, PayID and direct deposit are also accepted. Exact money is requested for cash payments as minimal change is held on site.
Refunds & Credits for Online Payments
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If you have paid for an appointment online via Stripe, the payment will generally be applied as a credit to your next session.
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Refunds can be issued at the practitioner’s discretion, but may be limited. Any refund will be processed via Stripe.
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Please note: Stripe may charge processing fees for refunds. In most cases, the practice absorbs these fees.
Cancellations & Changes
If you need to cancel or change your appointment, please notify us as soon as possible.
You may cancel your appointment online using the link provided in your confirmation email.
If you need to reschedule, please contact us directly by phone or email, as rescheduling is not available online.
Late Cancellations, Changes & Non-Attendance
Appointments cancelled or changed within 24 hours of the scheduled start time, or appointments not attended, are charged at 100% of the session fee.
This includes:
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Late cancellations
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Late changes
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Failure to attend an appointment without notice
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A reminder SMS is sent two days prior to your appointment to help avoid late cancellations
Rescheduling Within 24 Hours
Where a short-notice reschedule can be accommodated within a short timeframe (generally within the following week), this may be treated as a reschedule rather than a cancellation, at the practitioner’s discretion.
Rescheduling an appointment to a significantly later date (for example several weeks or more) is considered a cancellation, and the cancellation policy applies.
Illness & Attending Appointments
If you are unwell, please do not attend your appointment and arrange to reschedule as soon as possible.
This includes, but is not limited to:
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Cold or flu symptoms
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Fever
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Gastrointestinal symptoms
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Any illness you feel may be contagious
If you arrive for your appointment displaying symptoms of illness, you may be asked to reschedule your appointment. This is to support your wellbeing and to protect the health of practitioners and other clients.
Kinesiology and related holistic sessions may exacerbate symptoms when the body is already unwell, so it is recommended that you wait until you have fully recovered before attending.
If you need to reschedule due to illness, please contact us by phone or email as soon as possible.
Where illness arises close to the appointment time, this will be managed with care and discretion, and assessed on a case-by-case basis in line with the cancellation policy.
Discretion
We understand that unexpected situations can arise. Any discretion applied to fees is at the sole discretion of the practitioner and is assessed on a case-by-case basis.
Repeated late cancellations or changes may result in future appointments requiring prepayment or alternative booking arrangements.
How to Contact Us
If you need to cancel or discuss rescheduling your appointment, please contact us as soon as possible.
Phone: 0422 470 630
Email: hello@mieken.com.au
Agreement
By booking an appointment, you acknowledge that you have read, understood, and agreed to this Booking, Payment & Cancellation Policy.
Thank you for your understanding and support.