CANCELLATION POLICY

Cancelling, rescheduling or missing an appointment

This page explains what happens if you need to cancel, reschedule or miss an appointment with us, so there are no surprises. It works alongside our Patient Terms & Conditions and, for online appointments, our Telehealth Consent. Our current fees and this policy are also shared with you when you book.

Giving us notice

If you need to cancel or reschedule, please let us know as early as you can. The more notice you give, the better the chance we can offer your spot to someone else who needs it.

Late cancellations, reschedules and no-shows

If you cancel or reschedule within 24 hours of your appointment, or don’t attend (a no-show), the full consultation fee is payable and isn’t refundable. 

We allow a 10-minute grace period from your scheduled appointment start time. If you haven’t joined your appointment within 10 minutes, and we’re unable to reach you after making reasonable attempts, your appointment will be treated as a no-show. Missed appointments cannot be rescheduled and the full consultation fee remains payable.

When we’ll waive the fee

Cancellation and no-show fees may be waived at our discretion in exceptional circumstances. This is considered on a case-by-case basis and does not create an expectation that the fee will be waived in future.

Payment plans

If you’re paying by an agreed payment plan, each instalment is due before the appointment it relates to. A cancelled or missed appointment is handled in the same way as above.

Packages and programs

Appointments booked as part of a prepaid package or program follow this same policy. If a package ends early, any refund or credit is handled under our Refunds & Returns Policy.

How to cancel or reschedule

To cancel or reschedule, please use the link in your booking confirmation, or get in touch with us as early as you can via email: hello@sorasol.com.au

 The sooner we know, the better the chance we can offer your spot to someone who needs it.

And of course, nothing in this policy affects the rights you have under the Australian Consumer Law that can’t be excluded.