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What is the Appointment Cancellation Policy?

Updated

Important

Our Fees changed on 6th August 2026. Full details are here.

Appointment Cancellation Policy

If you need to cancel or reschedule your appointment, please let us know more than 24 hours before your scheduled appointment time. The more notice, the better.
 
This policy applies in two situations:
  1. Did Not Attend (DNA): You do not attend your scheduled appointment, and your clinician marks the appointment as a DNA. 
  2. Late cancellation, where:
    • You cancel or reschedule within 24 hours of your scheduled appointment time. 
    • We need to cancel because you have not completed the required forms, results, information, documents, payment or other appointment requirements by the deadline communicated to you.

This policy does not apply if we cancel your appointment because your clinician is unavailable.

Follow-up appointments

You can access the equivalent of 6 standard follow-up appointments each year before additional fees apply.

A standard follow-up of up to 15 minutes counts as 1 appointment. An extended follow-up of more than 15 minutes counts as 2 appointments.

What happens What this means
You cancel or reschedule more than 24 hours before your appointment The number of follow-up appointments you have remaining will not change.
You cancel or reschedule within 24 hours of your appointment Your remaining appointments will be reduced by 1 for a standard follow-up or 2 for an extended follow-up.
You do not attend your appointment Your remaining appointments will be reduced by 1 for a standard follow-up or 2 for an extended follow-up.
We need to cancel because you have not completed your appointment requirements by the deadline communicated to you Your remaining appointments will be reduced by 1 for a standard follow-up or 2 for an extended follow-up.
 
If you do not have enough appointments remaining to cover the booking, you will be invoiced:
  • $99 for a standard follow-up
  • $198 for an extended follow-up

Initial appointments

Initial appointments are managed differently from follow-up appointments. The table below explains when the $240 fee applies.
What happens What this means
You cancel or reschedule more than 24 hours before your appointment
No fee applies.
You cancel or reschedule within 24 hours of your appointment You will be invoiced $240.
You do not attend your appointment You will be invoiced $240.
We need to cancel because you have not completed your appointment requirements by the deadline communicated to you You will be invoiced $240.
The invoice must be paid before another initial appointment can be booked.
 

Appeals

You may appeal a fee or an appointment being counted as used if you believe there were extenuating circumstances.
 
Appeals are considered on a case-by-case basis. Please email support@kantoko.com.au.

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