Bookings, Cancellations and Refunds Policy

Effective date: 1 September 2026
Last updated: 1 September 2026

This Bookings, Cancellations and Refunds Policy explains how Back To Function Chiropractic manages appointment bookings, confirmations, late arrivals, cancellations, missed appointments, prepaid services, refunds and payment disputes.

This policy applies to appointments and services booked:

  • through our website;
  • through our online booking provider;
  • by telephone, email or SMS;
  • in person at the clinic;
  • through a Google Ads or other advertising landing page; or
  • through another booking method authorised by Back To Function Chiropractic.

This policy should be read with our Privacy Policy, Cookie Policy and Terms of Use.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.



1. About Back To Function Chiropractic

For the purposes of this policy, “Back To Function,” “we,” “us” and “our” refer to:

Business details

Back To Function Chiropractic
Practitioner: Adam Gavine, BHK, M.Chiro
ABN: 37 574 639 193
Address: Suite 36–38, 12–14 Waratah Street, Mona Vale NSW 2103, Australia
Mobile: 0468 749 223
Email: adam@backtofunction.com.au
Website: https://www.backtofunction.com.au/
Google Maps: View the Mona Vale clinic location



2. Australian and NSW Consumer Protections

Our booking, cancellation and refund practices are governed by applicable Australian and New South Wales laws, including:

  • the Competition and Consumer Act 2010 (Cth);
  • the Australian Consumer Law contained in Schedule 2 of that Act;
  • the Fair Trading Act 1987 (NSW);
  • unfair-contract-term protections under the Australian Consumer Law;
  • the Electronic Transactions Act 2000 (NSW), where bookings or agreements are made electronically;
  • applicable health-practitioner and professional obligations; and
  • applicable privacy and health-record laws.

Under the Australian Consumer Law, services supplied to consumers generally must:

  • be provided with due care and skill;
  • be fit for any disclosed purpose or result that the consumer made known and reasonably relied upon; and
  • be supplied within a reasonable time where no timeframe has been agreed.

Terms that attempt to remove these guarantees are not enforceable.



3. Making an Appointment

You may request an appointment through an available booking channel.

When making a booking, you must provide information that is accurate, current and sufficient for us to:

  • identify and contact you;
  • determine the requested service;
  • select the appropriate location and appointment type;
  • communicate relevant booking information; and
  • identify any immediate scheduling or safety requirements.

Submitting a booking request does not necessarily mean that an appointment has been confirmed.


3.1 Appointment confirmation

An appointment is confirmed only when you receive confirmation from us or our authorised booking provider by:

  • email;
  • SMS;
  • telephone;
  • an online confirmation screen; or
  • another expressly authorised method.

You are responsible for reviewing the confirmation and notifying us promptly if:

  • the date or time is incorrect;
  • the wrong service or clinic location has been selected;
  • your contact information is incorrect; or
  • you no longer require the appointment.

If you do not receive confirmation, please contact us before assuming that an appointment has been reserved.


3.2 Booking availability

All appointments are subject to:

  • practitioner availability;
  • clinic opening hours;
  • appropriate appointment duration;
  • clinical suitability;
  • availability of required facilities or equipment; and
  • circumstances outside our reasonable control.

A displayed appointment time may become unavailable before the booking process is completed.


3.3 Clinical suitability

Acceptance of a booking does not guarantee that a requested treatment will be clinically appropriate.

After assessment, the practitioner may:

  • recommend a different service;
  • request additional information;
  • seek medical clearance;
  • recommend referral to another practitioner;
  • postpone treatment; or
  • decline to provide a treatment that is unsafe, inappropriate or outside the practitioner’s professional scope.

Where a prepaid service cannot appropriately be provided, we will discuss reasonable alternatives and any applicable refund rights.



4. Appointment Reminders

We may send appointment reminders by email, SMS, telephone or another communication method.

Reminders are provided as a courtesy. You remain responsible for remembering and attending a confirmed appointment even if:

  • a reminder is not sent;
  • a reminder is delayed;
  • a message is filtered or blocked;
  • your device is unavailable; or
  • your contact details are incorrect.

Failure to receive a reminder will be considered when reviewing the circumstances of a disputed missed-appointment charge, if any such charge has been validly disclosed.



5. Cancelling or Rescheduling an Appointment

If you need to cancel or reschedule, please contact us as soon as reasonably possible.

You may contact us by:

  • calling or messaging 0468 749 223;
  • emailing adam@backtofunction.com.au;
  • using the cancellation or rescheduling function in the booking system, where available; or
  • using another method identified in your booking confirmation.

5.1 Current cancellation-notice requirement

We ask patients to provide as much advance notice as reasonably possible so that the appointment may be offered to another patient.

As of the effective date of this policy, this policy does not impose a specific minimum cancellation-notice period or automatic cancellation fee.

A cancellation fee will apply only if, before completing the booking, you were clearly informed of:

  • the required notice period;
  • the amount or method used to calculate the fee;
  • the circumstances in which the fee applies;
  • any relevant exceptions; and
  • how to dispute or request review of the fee.

A cancellation condition contained only in an undisclosed internal policy will not be applied to your booking.


5.2 Introducing or changing a cancellation condition

If we introduce or change a minimum notice period or cancellation fee, the updated condition will:

  • apply prospectively;
  • be displayed during the booking process;
  • be included or linked in the booking confirmation;
  • be clearly stated on any relevant advertising landing page;
  • be reasonable and proportionate;
  • not operate as a penalty;
  • be subject to appropriate exceptions; and
  • not remove rights provided by the Australian Consumer Law.

A new or increased fee will not be applied retrospectively to a booking made before the condition was properly disclosed.


5.3 Reasonable exceptions

Where a disclosed cancellation condition would otherwise apply, we will reasonably consider circumstances such as:

  • sudden illness or injury;
  • a medical emergency;
  • a family emergency;
  • severe weather or transport disruption;
  • government directions;
  • unexpected caring responsibilities;
  • a positive infectious-disease test or symptoms that make attendance inappropriate;
  • technical failure affecting a telehealth appointment; or
  • another circumstance outside the patient’s reasonable control.

We may request reasonable supporting information where appropriate, but will not seek unnecessary health information.



6. Missed Appointments

A missed appointment occurs when a patient:

  • does not attend a confirmed appointment;
  • does not provide notice that they will not attend; or
  • arrives so late that the appointment cannot safely or reasonably proceed.

6.1 Missed-appointment fees

No missed-appointment fee will be charged unless the amount and applicable conditions were clearly disclosed before the booking was completed.

If a missed-appointment fee has been properly disclosed, the fee must:

  • be reasonable;
  • reflect the legitimate impact of the reserved appointment;
  • not be excessive or punitive;
  • be applied consistently;
  • take reasonable exceptional circumstances into account; and
  • remain subject to the Australian Consumer Law and unfair-contract-term provisions.

We will not describe an undisclosed fee as “non-refundable” or automatically charge an undisclosed amount.


6.2 Repeated missed appointments

Where appointments are repeatedly missed, we may reasonably require:

  • confirmation before reserving another appointment;
  • prepayment, provided the terms are disclosed beforehand;
  • booking by telephone rather than online; or
  • another reasonable scheduling arrangement.

Any restriction will be applied fairly and will not affect care needed for an emergency, which should be obtained through an appropriate emergency service.



7. Late Arrivals

Please arrive at the time stated in your booking confirmation, or earlier if you have been asked to complete forms.

If you arrive late, we may:

  • provide the remaining portion of the appointment where clinically appropriate;
  • modify the planned service;
  • reschedule some or all of the appointment; or
  • reschedule the appointment entirely if there is insufficient time to provide safe and appropriate care.

We will not rush or provide clinically inappropriate treatment merely to complete a service within the remaining time.


7.1 Charges following late arrival

Any charge associated with a late arrival must be consistent with a condition disclosed before booking.

If no applicable condition was disclosed, we will not introduce an unexpected late-arrival fee after the event.

Where part of a service has been supplied, any charge will take account of:

  • the service actually provided;
  • the reserved practitioner time;
  • the reason for the delay;
  • whether the clinic contributed to the delay;
  • any disclosed booking terms; and
  • applicable consumer guarantees.


8. Delays at the Clinic

Healthcare appointments sometimes take longer than expected because of clinical needs or unforeseen circumstances.

If we are running late, we will make reasonable efforts to:

  • tell you about a significant delay;
  • provide a revised estimate;
  • offer a reasonable rescheduling option; and
  • avoid disadvantaging you because of a delay caused by us.

If a substantial clinic delay means you cannot reasonably receive the booked service, we will not charge a cancellation or missed-appointment fee.

Any prepayment for a service that is not supplied will be addressed in accordance with this policy and the Australian Consumer Law.



9. Cancellation by the Practitioner or Clinic

We may need to cancel or reschedule an appointment because of:

  • practitioner illness or emergency;
  • equipment failure;
  • unsafe conditions;
  • clinic closure;
  • severe weather;
  • loss of utilities or internet service;
  • circumstances affecting clinical safety; or
  • another event outside our reasonable control.

We will make reasonable efforts to notify you promptly and offer:

  • the next reasonably available appointment;
  • another suitable practitioner or service, where available and acceptable; or
  • a refund of any amount prepaid for the cancelled service.

You will not be charged a cancellation fee when we cancel the appointment.


9.1 Reasonable losses

Nothing in this policy excludes a consumer’s right to compensation for reasonably foreseeable loss or damage arising from a failure to comply with an applicable consumer guarantee.

However, reimbursement of incidental travel, accommodation, time or other expenses will depend on the circumstances and applicable law.



10. Telehealth Appointments

Telehealth appointments are subject to the same general booking and cancellation principles as in-person appointments.

Before a telehealth appointment, you are responsible for taking reasonable steps to ensure that you have:

  • a compatible device;
  • a working camera and microphone where required;
  • a stable internet connection;
  • a suitable private location; and
  • the correct appointment link or instructions.

10.1 Connection failures

If a telehealth appointment cannot proceed because of a technical failure, we will consider:

  • whether the failure originated with the clinic or the patient;
  • whether the appointment could reasonably continue by telephone;
  • whether a meaningful portion of the service was supplied;
  • whether rescheduling is appropriate; and
  • any applicable consumer guarantees.

A patient will not automatically be treated as a missed appointment where a genuine technical problem prevented attendance.



11. Prepayments

We may require prepayment for certain appointments, services, products or packages only where that requirement is disclosed before booking or purchase.

A prepayment is not automatically forfeited merely because an appointment changes.

A prepayment may be:

  • applied to the completed service;
  • transferred to a rescheduled appointment;
  • retained in whole or part under a valid, reasonable and previously disclosed cancellation condition; or
  • refunded where required by this policy or law.

We will not continue charging for a service that we know we cannot supply.



12. Prepaid Services and Treatment Packages

Where prepaid services or treatment packages are offered, the terms presented before purchase should identify:

  • the services included;
  • the total price;
  • any applicable GST;
  • the number of appointments or credits;
  • any expiry date;
  • booking requirements;
  • cancellation conditions;
  • transferability, if any;
  • refund conditions; and
  • any material exclusions.

12.1 Clinical independence

Purchasing a package does not require a practitioner to provide treatment that becomes clinically inappropriate.

Treatment recommendations may change based on:

  • assessment findings;
  • response to care;
  • new symptoms or diagnoses;
  • patient preference;
  • contraindications; or
  • professional obligations.

Patients are not required to continue treatment against their wishes.


12.2 Unused prepaid services

If you choose to discontinue a prepaid package for change-of-mind reasons, refund eligibility will depend on the terms disclosed before purchase.

When calculating any refund, we may reasonably account for:

  • services already supplied;
  • products already provided;
  • an expressly disclosed and reasonable discount structure;
  • legitimate and disclosed non-recoverable costs; and
  • applicable consumer-law requirements.

We will not impose an excessive termination charge or rely on an unfair term.

If we cannot supply the remaining prepaid services, we will offer an appropriate remedy, which may include:

  • an alternative service with your agreement;
  • a credit;
  • rescheduling; or
  • a refund for the unsupplied portion.

12.3 Expiry dates

Any expiry date must be disclosed before purchase.

We will consider reasonable extension requests where illness, injury, pregnancy, caring responsibilities, clinic closure or other significant circumstances prevented use within the stated period.

An expiry date will not be applied in a manner that is misleading, unconscionable or inconsistent with applicable law.



13. Change-of-Mind Cancellations

The Australian Consumer Law does not generally require a business to provide a refund solely because a consumer:

  • changed their mind;
  • found a lower price elsewhere;
  • no longer wants the service;
  • selected the wrong service; or
  • cannot attend for a reason unrelated to a failure by the provider.

We may nevertheless offer a rescheduled appointment, credit or refund as a matter of discretion.

Any discretionary remedy:

  • does not replace your statutory rights;
  • may be subject to reasonable disclosed conditions; and
  • does not establish that the same remedy will apply in every situation.


14. Service Problems and Consumer Guarantees

Your rights are different where a service fails to satisfy a consumer guarantee.

A service problem may arise where the service:

  • was not provided with due care and skill;
  • was not fit for a disclosed purpose;
  • did not achieve a result that was expressly agreed and legally guaranteed;
  • was not supplied within an agreed or reasonable time; or
  • materially differed from its description.

A disappointing clinical outcome does not by itself establish that a consumer guarantee was breached. Healthcare outcomes vary, and no outcome is guaranteed unless expressly and lawfully stated.


14.1 Major service failure

A service may have a major failure where, for example:

  • a reasonable consumer would not have acquired it had they known the nature and extent of the problem;
  • it is substantially unfit for its normal purpose and cannot easily be corrected within a reasonable time;
  • it is unfit for a disclosed purpose and cannot easily be corrected; or
  • it creates an unsafe situation.

For a major failure, you may be entitled to:

  • cancel the affected service contract;
  • receive a refund for the unused portion;
  • receive compensation for reduced value; and
  • receive compensation for other reasonably foreseeable loss or damage.

14.2 Minor service failure

If a failure is not major and can be remedied, we are generally entitled to a reasonable opportunity to correct the problem.

If the problem is not corrected within a reasonable time, you may be entitled to:

  • have the problem addressed elsewhere and recover reasonable costs;
  • cancel the affected service; or
  • obtain an appropriate refund for the unused portion or reduced value.


15. Refunds

Approved refunds will generally be made using the original payment method unless:

  • that method is unavailable;
  • you agree to another method; or
  • another method is required by law.

Processing times may depend on the bank or payment provider. We will provide confirmation when the refund has been initiated.

A refund will not be replaced with clinic credit unless you agree, except where the original transaction terms and applicable law permit that outcome.


15.1 No blanket “no refunds” rule

We do not apply a blanket “no refunds” policy.

Statements such as the following do not override the Australian Consumer Law:

  • “all payments are non-refundable”;
  • “no refunds under any circumstances”;
  • “refunds are available only as clinic credit”; or
  • “packages expire regardless of service failure.”

Any term of this kind will be read subject to the consumer guarantees and other applicable law.



16. Advertising, Promotions and Google Ads Bookings

An advertisement or landing page may describe an appointment, service, offer or price.

We take reasonable steps to ensure that advertising:

  • clearly identifies Back To Function Chiropractic;
  • accurately describes the promoted service;
  • does not guarantee a clinical outcome;
  • does not misrepresent practitioner qualifications;
  • clearly displays material eligibility conditions;
  • states the full price or explains how the price is calculated;
  • discloses mandatory fees;
  • discloses cancellation conditions that apply to the advertised booking;
  • states offer commencement and expiry dates;
  • does not create false scarcity or artificial urgency;
  • does not conceal significant exclusions; and
  • directs users to secure booking and privacy information.

16.1 Advertised appointment availability

An advertisement does not guarantee that a particular appointment time is available.

Bookings remain subject to:

  • real-time availability;
  • appointment confirmation;
  • clinic location;
  • clinical suitability; and
  • the stated promotional conditions.

16.2 Advertised pricing

Where an advertisement states a price, that price will apply according to its disclosed conditions.

We will not add an undisclosed mandatory fee after a patient responds to an advertisement.

If optional services or products may involve additional charges, those charges will be explained before the patient agrees to purchase them.


16.3 Promotional offers

A promotional offer should clearly state:

  • who is eligible;
  • the service included;
  • the price;
  • the expiry date;
  • clinic or practitioner limitations;
  • booking and cancellation requirements; and
  • material exclusions.

These conditions should appear on or be clearly accessible from the same landing page as the offer. General terms must not be used to conceal a material restriction.



17. Requesting a Refund

To request a refund, contact:

Refund contact

Adam Gavine, BHK, M.Chiro
Back To Function Chiropractic
Suite 36–38, 12–14 Waratah Street
Mona Vale NSW 2103, Australia
Mobile: 0468 749 223
Email: adam@backtofunction.com.au

Please provide:

  • your name and contact details;
  • the appointment or transaction date;
  • the service or package involved;
  • the amount paid;
  • reasonable proof of purchase;
  • the reason for the request;
  • relevant supporting information; and
  • the remedy you are seeking.

We will acknowledge the request and aim to provide a substantive response within 10 business days. More complex matters may require additional time, in which case we will provide an update.



18. Disputing a Cancellation or Missed-Appointment Charge

If you believe a cancellation, late-arrival or missed-appointment charge was:

  • not disclosed;
  • calculated incorrectly;
  • unreasonable;
  • applied inconsistently;
  • caused by circumstances outside your control;
  • caused by a clinic delay or cancellation; or
  • otherwise inconsistent with this policy or applicable law,

please contact us using the details in Section 17.

We will consider:

  • the booking information shown before confirmation;
  • the confirmation sent to you;
  • the timing and method of cancellation;
  • the circumstances involved;
  • the amount charged;
  • whether the clinic incurred a legitimate loss;
  • previous appointment history where reasonably relevant; and
  • applicable consumer-law requirements.

Where a charge was incorrectly applied, we will reverse or refund it.

Contacting us first may allow the matter to be resolved quickly, but nothing in this policy requires you to surrender a statutory complaint, payment-dispute or consumer right.



19. Complaints and External Assistance

We encourage you to contact us first so that we can review and attempt to resolve the concern.

NSW Fair Trading

Website: https://www.nsw.gov.au/departments-and-agencies/fair-trading
Telephone: 13 32 20

NSW Fair Trading may provide information or informal assistance with disputes concerning services, charges, refunds and consumer rights.

Australian Competition and Consumer Commission

Website: https://www.accc.gov.au/

The ACCC provides consumer-law information and receives reports about potential systemic breaches, but does not ordinarily resolve individual disputes.

Other healthcare complaint pathways may also be available where a concern relates to professional conduct or the delivery of healthcare.



20. Changes to This Policy

We may update this policy to reflect changes to:

  • clinic operations;
  • booking systems;
  • services or packages;
  • consumer law;
  • advertising requirements; or
  • cancellation and refund practices.

Changes will be published with an updated effective date.

A change will not retrospectively:

  • impose a new fee;
  • increase an existing fee;
  • shorten a cancellation period;
  • remove an accrued refund right; or
  • reduce a non-excludable consumer protection.

Material booking conditions will be presented before a new booking is completed.



21. Contact Us

Questions about this policy may be directed to:

Back To Function Chiropractic
Attention: Adam Gavine, BHK, M.Chiro
ABN: 37 574 639 193
Address: Suite 36–38, 12–14 Waratah Street, Mona Vale NSW 2103, Australia
Mobile: 0468 749 223
Email: adam@backtofunction.com.au
Website: https://www.backtofunction.com.au/