Appointment & Workshop/Event Cancellation Policy
Appointment Booking Conditions & Cancellation Policy
All online booking requests require a valid credit card on file to support our practitioners and encourage adherence to our booking and cancellation policy. Clients are welcome to book by phone or in person during business hours.
Please arrive at least 5 minutes before your appointment start time (10 minutes for your 1st visit). We require notice periods (see below) if you wish to cancel or reschedule your appointment; otherwise cancellation fees may apply. Making an appointment at the Wellness Centre Wollongong acknowledges the WCW cancellation policy. Late cancellations & no shows will be charged.
In consideration of other clients who may miss out on a session they may need, we will now enforce a strict cancellation policy for all appointments, including Gift Vouchers, requiring 48 hours’ notice for Cancellations or rescheduling.
Late arrivals may not receive an extension of their scheduled appointment and will be charged accordingly. This time has been allocated to you. In special cases, and when our schedule allows, we may be able to accommodate a partial or full appointment. This will be at our discretion and will occur only with proper advance notice of your late arrival. If your therapist is running late due to unforeseen circumstances, you will receive your full scheduled appointment allocation.
The Wellness Centre Wollongong enforces the following cancellation policy:
- More than 48 hrs notice (by phone only) given there will be no Cancelation Fee. We appreciate your advanced notice;
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24 hours' or more notice (48 hours for treatments of 90 minutes or longer and Day Spa packages): no fee.
Less than the required notice: 50% of the advertised service price. Failure to attend without notice: 100% of the advertised service price. - Failure to attend a scheduled appointment 100% of the consultation fee will be charged and/or applied against your account
- If we refill your appointment time, the fee is waived. All prices and fees are GST-inclusive.
Intro Pass Conditions
- Intro offers (28-Day Reset; 3-Class Intro Pass; Private Beginners Pilates; iRest Intro) are for people who are new to the Wellness Centre and live in the Illawarra, limited to one intro offer per person, once.
- Activation and expiry: the 28-Day Reset runs for 28 consecutive days from your first visit. The 3-Class Pass gives 3 classes over 14 consecutive days from your first visit and must be activated within 1 month of purchase. Private Beginners Pilates includes 3 private sessions and 1 group class and expires 30 days after your first session. The iRest Intro is a single class, used within 30 days of purchase.
- Intro offers are personal, non-transferable and cannot be combined with any other discount, including Community Access Rates.
- The booking and class-cancellation windows in §A(4) apply.
- Intro offers are not refundable for change of mind. If you are unable to start or continue for medical reasons (medical certificate required), we will refund the unused portion or extend the offer — your choice. Nothing limits your ACL rights (§A(12)).
- Intro offers do not renew automatically and nothing is debited afterwards — at the end of your offer you simply choose (or don’t choose) a membership or pass. We’ll contact you near the end of your offer to help, with no obligation.
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Pay on the Day
Your card details are securely stored and will only be used in accordance with our booking and cancellation policy … they will never be charged at the time of booking.
The Wellness Centre Wollongong has a strict “pay on the day” policy, including all initial appointments for private consultations with or without referrals(with a valid GP referral and approval from your insurer you should be able to claim this visit back through your insurance). If a payment is not made on the day a $15 administration fee will apply.
Gift Voucher Bookings & Conditions
- Validity. Gift vouchers are valid for at least 3 years from the date of purchase, as shown on the voucher. The expiry date and these conditions are stated on the voucher at the time of supply.
- What vouchers can be used for. Vouchers are redeemable for services, classes, memberships, workshops and retail at the Wellness Centre to their face value. Dollar-value vouchers are redeemed at the prices current on the day of redemption. A voucher purchased for a named service (e.g. “60-minute massage”) entitles the holder to that service even if its price has since increased, until the voucher’s expiry.
- No post-purchase fees. We do not charge any activation, balance-enquiry, administration or other fee that reduces a voucher’s value after purchase.
- Booking with a voucher. Quote your voucher number when booking. Voucher bookings follow the same appointment and class cancellation conditions as any other booking. If a voucher booking is cancelled late or not attended, the applicable late-cancellation or no-show fee may be deducted from the voucher’s value — and, as with all bookings, no fee applies if we refill the appointment time. The remaining balance stays available until expiry.
- Cancelling or changing a voucher booking. You may cancel or reschedule a voucher booking by phone, email or SMS with the relevant notice periods, at no cost to the voucher. Rescheduling within the notice period never reduces the voucher’s value.
- Balance, partial use and change. Vouchers may be used across multiple visits; any unused balance remains on the voucher until expiry. Balances are not redeemable for cash, except where the law requires (for example a small residual balance, or a refund arising under the Australian Consumer Law).
- Refunds and transfers. Vouchers are transferable to another person but are not refundable for change of mind by the purchaser or holder. Nothing in these conditions limits Australian Consumer Law rights – where a service paid for by voucher fails to meet a consumer guarantee, remedies apply as if paid in cash.
- Lost or damaged vouchers. Contact us with proof of purchase (or the purchaser’s details) and we will reissue the voucher with its remaining balance and original expiry. We are not responsible for vouchers redeemed by someone else before the loss is reported.
- Exclusions. Unless stated on the voucher, vouchers cannot be exchanged for cash and cannot be used to purchase further gift vouchers. Promotional or complimentary vouchers (issued free, e.g. prizes or bonuses) are not purchased gift cards; they may carry a shorter stated expiry and their own conditions.
Payment Methods
Health Coverage
All Wellness Centre Practitioners are registered with Private Health Funds. Please ensure that you have checked with your health fund to ensure coverage for the applicable service prior to your appointment. Some practitioners are only covered with specific funds. The WCW takes no responsibility for any errors or misunderstanding between patients and health funds regarding rebates.
Late Arrival Policy
Cancellation and Failure to Attend Policy
- More than 48 hrs notice (by phone only) given there will be no Cancelation Fee. We appreciate your advanced notice;
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24 hours' or more notice (48 hours for treatments of 90 minutes or longer and Day Spa packages): no fee.
Less than the required notice: 50% of the advertised service price. Failure to attend without notice: 100% of the advertised service price. - Failure to attend a scheduled appointment 100% of the consultation fee will be charged and/or applied against your account
- If we refill your appointment time, the fee is waived. All prices and fees are GST-inclusive.
Cancelling or rescheduling. You may cancel or reschedule by phone 4226 3777, email info@wellnesscentre.net.au, or SMS to 0483 941 587 — notice is effective from when your message is received/timestamped, including outside business hours.
Making an appointment at the Wellness Centre Wollongong is the acknowledgement of the WCW cancellation policy.
It will be necessary to clear all fees owing prior to receiving further appointments at our practice.
Workshops, Courses & Events
If you have booked for a workshop and are unable to attend a workshop/course for any reason, please let us know as soon as possible in order for your place to be offered to someone else.
If you are registered for a workshop or event you must cancel at least 1 week prior to the workshop/course to receive a full refund (a 10% admin fee will be deducted). Cancellations up to 48 hours prior to the workshop will be liable for a 25% cancellation fee. Unfortunately, refunds cannot be issued for cancellations made less than 48 hours prior to the workshop. Tickets to The Wellness Centre workshops are 100% transferrable. We do not offer refunds other than that above however you are welcome to re-sell or gift it to your friends or family. Simply send an email via our Contact Us Here page with the change of name details.
Please consider your purchase and bookings carefully as there are no refunds (unless it qualifies under Fair Trading & Australian Consumer Law). If, at the discretion of the Wellness Centre management, a refund is granted, a 10% admin fee will be charged.
In some circumstances, you may be able to transfer the payment to an alternative future workshop or course. This option is offered at the discretion of the event organizer.
In the event of the cancellation of an event by the organizer, you will receive a full refund of the course fee. If an event is moved from its advertised venue and/or the date is changed, your payment will remain valid if you wish to attend the rescheduled event. If not, we will issue a full refund.
Unfortunately, the Wellness Centre Wollongong cannot be held responsible for unforeseen circumstances (such as weather or transport problems) that lead to the participant being unable to attend the scheduled course or workshop.
Direct Debit Studio Memberships
We just request 4 weeks minimum for direct debit passes and 7 days written notice to cancel or put your membership on hold.
Membership Cancellations
Memberships require a commitment to yourself and to the Wellness Centre. If circumstances change and you find yourself in a cash flow problem please discuss your situation with us directly.
If you need to cancel your membership 5 day written notice (email) is required.
A fee of 35% of the unused portion of the membership is required. You can cancel your Membership in the Minimum Term if you contract a serious illness or a permanent physical incapacity which is confirmed by a medical practitioner that we reasonably agree to and you pay the Administration Fee of $50
Studio Class/Course/Workshop Refunds
- Workshops (single events). If you cancel 7 or more days before the workshop, you may choose a full refund or a free transfer to another workshop or a credit. If you cancel between 48 hours and 7 days before, you may choose a 75% refund or a free transfer to the next running of the same workshop. Under 48 hours, fees are not refundable for change of mind, but your ticket is fully transferable to another person (email us the new name), and we may offer a credit at our discretion. Nothing in this clause limits your ACL rights (§A(12)).
- Courses (multi-week programs). You may withdraw with a full refund up to 7 days before the course starts. After the course begins, fees for remaining sessions are refundable only for medical reasons (certificate required) or where the ACL requires; missed individual sessions are not refunded, but we will offer a make-up option (such as attending the equivalent session in the next course or a recording, where available) where practical.
- If we cancel or change. If we cancel a workshop or course (including for low enrolment), you receive a full refund of all fees, or a transfer to the next running — your choice. If we change the venue or date, your booking remains valid, or you may have a full refund.
- We are not responsible for circumstances beyond either party’s control (such as weather or transport) preventing your attendance; in genuine hardship cases talk to us and we will try to find a fair outcome, such as a transfer.
- Workshop and course places are personal but transferable as described above. No percentage-based “administration fees” apply to refunds; where a payment-processing cost is genuinely incurred and withheld, it will be the actual amount, stated at the time.
Refunds
Gift Voucher purchases, Class Passes, Workshop tickets, Booking deposits etc. are not refundable due to incorrect choice or change mind’ and are only valid if allowed under conditions of Fair Trading and Australian Consumer Law
Remembering your Appointment
It is the patient’s responsibility to keep their appointment information safe, and arrive at the appointed time. Unfortunately we cannot be held responsible if you lose your appointment information.
The WCW offers a courtesy email/text reminder system.
The Wellness Centre Wollongong has the right to refuse entry at any time. We have the right to end memberships for bad behaviour.