Booking and Cancellation Policy

1) Eligibility (Age & Competitive Sports)

PeakSpan Health does not provide consultations to:

• Individuals under 18 years of age.
• Professional athletes or individuals subject to anti-doping testing. Some treatments prescribed by PeakSpan Health may be prohibited by the World Anti-Doping Agency (WADA) and Sport Integrity Australia. We strictly do not treat athletes who are subject to these regulations.

By booking, you confirm you are 18+ and are not a professional athlete subject to anti-doping restrictions.

2) Booking & Payment

Consultation fees are payable in full at the time of booking. Your booking is confirmed once payment is received (processed securely by our provider). Fees cover practitioner time for the booked session. Prescriptions, pathology, imaging, and products are not guaranteed and may incur additional costs at partner providers.

3) Pre-Appointment Requirements (Questionnaire & Consent)

To ensure our medical team can adequately prepare for your consultation and maximise the value of your session, all patients are required to complete the Medical Questionnaire and provide Informed Consent at least 24 hours prior to the scheduled appointment time. Our doctors review your data in advance to formulate a strategy. Therefore, failure to complete these mandatory forms by the 24-hour deadline means the session cannot proceed and will be treated as a late cancellation (see Section 5).

4) Rescheduling

You may reschedule once without charge if you do so more than 24 hours before your appointment start time (Australia/Sydney). Reschedule requests within 24 hours are treated as a late cancellation (see Section 5).

5) Cancellations, No-Shows & Late Arrivals

• Late cancellation (within 24 hours): This includes cancellations made by you, or administrative cancellations due to failure to complete pre-appointment documentation (as per Section 3). The consult remains payable in full. No refunds or credits.
• No-show (did not attend / unreachable for telehealth): The consult remains payable in full.
• Late arrival: The session may be shortened to end at the scheduled time; the full fee applies.

6) Clinic-Initiated Changes

If we must reschedule or cancel for operational/technical reasons, we will offer a new time. If we cancel and cannot offer a reasonable alternative, we will provide a full refund of the consult fee.

7) Telehealth Specifics

Attend from a private, quiet location with reliable internet/phone and confirm your identity if requested. If a technical failure prevents the consult from proceeding, we will reschedule at no charge. If rescheduling is not possible within a reasonable timeframe, we may refund the consult fee at our discretion.

8) Emergencies & Discretion

If you cannot attend due to a genuine medical emergency or other exceptional circumstance, email care@peakspan.com.au as soon as possible. We may, at our discretion, offer a one-time courtesy reschedule or credit. Documentation may be requested.

9) How to Change or Cancel

Use the link in your confirmation email/SMS to manage your booking, or email care@peakspan.com.au. The effective time of a change/cancellation is when it is received via the booking link or our inbox.

10) Refunds

Except as set out in Sections 6–8 and your rights under the Australian Consumer Law, all fees are non-refundable, including late cancellations and no-shows. Merchant/processing fees are non-refundable unless required by law.

11) Prescriptions, Pathology & Follow-Up

Prescriptions and referrals are clinical decisions made by the practitioner and are not guaranteed. Follow-up consultations, results reviews, and treatment adjustments may require additional appointments and fees.

12) Conduct & Safety

We may terminate or refuse service where there is inappropriate, abusive, or unsafe behaviour. Fees already paid for the affected session are not refundable unless required by law.

13) Privacy

We handle personal and health information in accordance with our Privacy Policy (see website). By booking, you acknowledge the Privacy Policy (including the Collection Notice).

14) Acceptance of Terms

By booking and paying for a consultation, you accept these Booking and Cancellation Policy terms.

We may update these terms periodically. The version in effect at the time of booking applies to that booking (and the latest version applies to future bookings).