Insight Clinic is a Registered provider of Medicare, Northwest Melbourne Primary Care Network (NWMPCN), Care In Mind, and National Disability Insurance Scheme (NDIS).
Cancellation & Refund Policy
Insight Clinic operates on a scheduled appointment system. When you book a session, that time is reserved exclusively for you.
We require a minimum of 48 hours’ notice to cancel or reschedule an appointment.
The 48-hour period refers to business hours. Weekends and public holidays are not counted as business hours.
If less than 48 hours’ notice is provided:
• A late cancellation fee of 50% of the session fee may apply
Late cancellation fees are not eligible for Medicare rebates or third-party funding claims.
If you do not attend your scheduled appointment and do not provide notice:
• The full session fee (100%) will be charged
No-show fees are not eligible for Medicare, NDIS, WorkSafe, TAC, or other funding reimbursements.
Refunds are not provided for:
• Late cancellations
• Non-attendance
• Change of mind
• Missed appointments
• Dissatisfaction where services were delivered as scheduled
If a prepaid appointment is cancelled with more than 48 hours’ notice, payment may:
• Be transferred to a future appointment, or
• Be refunded to the original payment method (processing times may apply)
Refunds are processed at management discretion and in accordance with Australian Consumer Law.
For services funded through:
• Medicare
• NDIS
• WorkSafe Victoria
• TAC
• Victims of Crime
Cancellation and non-attendance fees remain the client’s responsibility unless otherwise approved by the funding body.
Medicare does not cover missed appointment fees.
NDIS cancellation charges may be processed in line with current NDIS pricing arrangements.
We understand that unforeseen emergencies can occur.
In cases such as medical emergency or hospitalisation, management may review cancellation fees at its discretion. Supporting documentation may be requested.
Repeated late cancellations or non-attendance may result in:
• Requirement for prepayment
• Limited advance booking access
• Review of ongoing suitability
• Discontinuation of services
This ensures fair access to appointments for all clients.
REFUND REQUEST FORM
Please complete this form to request a refund for prepaid services or incorrect charges.
All refund requests must be submitted in writing using this form. Submission of this form does not guarantee approval. Refunds are assessed in accordance with our 48-hour cancellation policy and clinic policies.
