Cancellations and Refund Policy


Introduction

METS is a Clinical Weight Management Programme, staffed by health professionals committed to providing the best advice and care to our clients. We make your health a priority and believe that you should do too – putting your appointment above other matters so that you can improve your health and enjoy life.

METS provides two types of service; Testing programmes and Managed Care programmes, which are exclusive to METS and licenced partners.

Each service comprises specific metabolic testing and may also include specialist advice in nutrition and activity programming. At METS each service is individualised and therefore considerable time is spent preparing your programme.


Overview

The purpose of this policy is to inform METS clients of the outcome for cancelling or rescheduling appointments/managed care services.

It is expected that if a client cannot keep an appointment with us, that notice is given as soon as possible directly to the client’s practitioner in person or via phone call or email. We require at least 24 hours’ notice prior to your appointment.


Scope

This policy applies to METS clients booking testing and managed care services. This policy includes appointments which are cancelled and appointments which are rescheduled. It applies to all clients irrespective of their method of funding (eg: Medicare , private).


Cancellation and rescheduling prior to commencement of service

If a client has paid for a service and wishes to cancel or reschedule before commencing the first visit, at least 24 hours’ notice must be given, except in the case of serious illness or other extenuating circumstances, or a charge will be levied equivalent to 25% of the total programme cost. If there is no notification of cancellation prior to the first appointment date, the service will be deemed to have commenced.

Notice must be given by the client or client’s parent/guardian directly to the client’s practitioner in person or via phone call or email.

METS will always try to accommodate a rescheduling of the appointment, however a preferred time or date cannot be guaranteed.


Cancellation and rescheduling of individual appointments

Clients are required to provide at least 24 hours’ notice if they wish to cancel or reschedule their appointment, except in the case of serious illness or other extenuating circumstances. A $30 late cancellation and administration fee will occur if notice is given less than 24 hours’ notice before hand. If there is no notification of cancellation prior to the first appointment date, the service will be deemed to have commenced.

Notice must be given by the client or client’s parent/guardian directly to the client’s practitioner in person or via phone call or email.

METS will always try to accommodate a rescheduling of the appointment, however a preferred time or date cannot be guaranteed.


Refund Policy after the Service has Commenced

Any request for a refund of payments for services or goods provided by METS needs to be in writing. This request can be received by letter, facsimile, or email. The request for a refund will be reviewed against any contractual agreements or term and conditions of service that may be applicable.

METS will provide a refund in the following circumstances:

  • An error has been made by METS
  • Product and Services do not match what you were shown at the time of purchase

METS will not provide a refund in the following circumstances:

  • A customer, member, client changes their mind.
  • A customer, member, client decides later that they can't afford the product or service they have purchased.
  • A customer, member, client finds alternative product or services at a more competitive price.
  • A customer, member, client has chosen what they believe to be an incorrect product or service.

These terms have been developed in conjunction with the Australian Competition and Consumer guidelines. For more information please visit the ACCC site below.

https://www.accc.gov.au/consumers/consumer-rights-guarantees/cancelling-a-service

Late or missed appointments

Clients arriving late to an appointment, but within their appointed time slot may receive a shorter consultation in an effort not to inconvenience other clients. Client who arrive after or miss their appointment completely will be charged full consultation fees.


Contact Us

Should you have any other questions or concerns please contact us.