Cancellation & Refund Policy
We understand that life can sometimes bring unexpected changes to your schedule. To ensure the best possible service for all our clients, we have implemented the following cancellation and rescheduling policy for nutrition services:
1. Nutrition Consultations
1.1 Cancellation or Rescheduling 48 Hours Prior: If you need to cancel or reschedule your consultation, please provide at least 48 hours' notice. This allows us to offer the time slot to another client. Appointments cancelled or rescheduled with sufficient notice will incur no additional charges, and consultation fees will be fully refunded.
Each appointment may be rescheduled once. Additional rescheduling requests may be treated as a cancellation.
1.2 Cancellation within 48 Hours: Cancellations made less than 48 hours before the scheduled appointment will incur the following fees:
24 to 48 hours' notice: 50% of the consultation fee
Less than 24 hours' notice: 100% of the consultation fee
These fees reflect the reserved time and opportunity cost for our nutritionist's availability.
1.3 No-Show Policy: If you do not attend your scheduled appointment and provide no notice, the full consultation fee will be charged.
1.4 Rescheduling within 48 Hours: Rescheduling less than 48 hours before your appointment will incur a 25% rescheduling fee.
1.5 Repeated Short-Notice Rescheduling: Repeated short-notice rescheduling, including rescheduling within 48 hours of an appointment, may result in one or more of the following at our discretion:
The appointment proceeding as booked
The session being charged in full
Future appointments requiring pre-payment
Scheduling being paused until consistent availability can be maintained
This policy ensures appointment times remain fair and sustainable for all clients.
1.6 Exceptions: We understand that emergencies and unforeseen circumstances may arise. In such cases, please contact us as soon as possible. We will review each situation individually and may consider waiving fees.
1.7 How to Provide Notice: Cancellations and rescheduling requests must be made by phone or email (see Communication section below). Notice is only considered received once acknowledged by our office. All notice periods (e.g. "48 hours") are calculated in calendar hours, not business hours.
1.8 Late Arrival: Clients arriving more than 15 minutes late to a scheduled consultation may be treated as a no-show under clause 1.3, at our discretion, or offered the remaining time only, with the full fee still applying.
1.9 Refund Processing: Where a refund is payable under this policy, it will be processed within 7 business days to the original payment method.
2. Pre-Paid Session Packages
2.1 Non-Refundable: All pre-paid session packages, including new client packages are non-refundable once purchased. Payment secures your sessions and covers preparation and administrative costs.
2.2 Exceptional Circumstances: Refunds or credits may be considered only in cases of genuine hardship, illness, or other exceptional circumstances, at the discretion of Nutritional Essence.
2.3 Completion Timeframe: All sessions must be used within 12 months of the purchase date. This ensures you receive the full benefit of your package while allowing flexibility for your schedule.
2.4 Session Rescheduling: Individual sessions within a package can be rescheduled with at least 48 hours' notice. Sessions missed or cancelled without sufficient notice will be considered used.
2.5 Transferability and Pausing: Packages are personal to the purchasing client and are non-transferable to another person unless agreed in writing. A package may be paused for documented medical reasons (e.g. pregnancy, surgery, injury) at our discretion, with the completion timeframe extended by the length of the pause.
2.6 Extension Requests: Requests to extend the 12-month completion timeframe must be made in writing before the expiry date. Extensions are not guaranteed and are granted at our discretion.
2.7 Acknowledgment: By purchasing a package, you acknowledge that you have read and agree to these terms.
3. Metabolic Balance Program
3.1 Completion Timeframe: The Metabolic Balance program must be completed and all included sessions/services used within 12 months of the purchase or start date.
3.2 Non-Refundable: The Metabolic Balance program is non-refundable once purchased, regardless of how many sessions or services have been used.
3.3 Unused Sessions: Any portion of the program not used within the 12-month timeframe will be forfeited, with no entitlement to a refund, credit, or extension, except at the discretion of Nutritional Essence in cases of genuine hardship, illness, or other exceptional circumstances (see 2.2).
3.4 Transferability and Pausing: The program is personal to the purchasing client and is non-transferable to another person unless agreed in writing. It may be paused for documented medical reasons (e.g. pregnancy, surgery, injury) at our discretion, with the 6-month timeframe extended by the length of the pause.
3.5 Extension Requests: Requests to extend the 12-month completion timeframe must be made in writing before the expiry date. Extensions are not guaranteed and are granted at our discretion.
3.6 Partial Completion: Where relief is granted under clause 3.3 due to genuine hardship, illness, or other exceptional circumstances, any refund or credit offered will be assessed on a pro-rata basis reflecting sessions/services not yet delivered, rather than a full refund of the program fee.
3.7 Acknowledgment: By purchasing the Metabolic Balance program, you acknowledge that you have read and agree to these terms.
4. General Terms
4.1 Business-Initiated Changes: If we need to cancel or reschedule an appointment (e.g. due to illness or unforeseen circumstances), we will provide as much notice as possible and offer the next available appointment at no additional cost, or a full refund for that session if no suitable alternative can be arranged.
4.2 Policy and Pricing Changes: We reserve the right to update this policy and our pricing from time to time. Changes will apply to new bookings and purchases made after the update date; sessions and packages already purchased will be honoured under the terms in place at the time of purchase.
4.3 Fees and GST: All fees quoted are inclusive of GST unless otherwise stated.
4.4 Consumer Rights: Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.
Communication:
To cancel or reschedule your appointment, please contact Nutritional Essence Clinic at least 48 hours before your scheduled time, by phone at 0423 601 622 or by email at hello@gracebarron.com. Please note that emails are only actioned during business hours, so time-sensitive cancellations close to the 48-hour window should be made by phone.
Our goal is to provide you with exceptional service and support on your health journey. Your cooperation and understanding of our cancellation and rescheduling policy help us maintain the highest level of service for all of our clients.