Cancellation and Refund Policy

Last reviewed: 19 August 2026

This policy explains what happens when an appointment at All Saints Medical Centre is cancelled, changed or missed, and when a fee we have charged will be refunded. It applies to appointments booked in person, by phone, or through our online booking partners.

Cancelling or changing an appointment

If you cannot attend, please let us know at least 24 hours before your appointment. That gives the time to another patient who needs it.

You can cancel or reschedule by:

• Calling reception on (02) 9583 2999 during opening hours
• Managing your booking in HotDoc or HealthEngine, if you booked online

Our opening hours are Monday to Friday 8am to 7pm, and Saturday 9am to 4pm.

Missed appointments and late cancellations

We appreciate that sometimes emergencies happen. First-time no-shows and late cancellations will not be charged a fee.

After that, a $50 fee applies to appointments missed, cancelled or rescheduled without 24 hours notice. This fee is set by the practice, is not claimable from Medicare or private health insurance, and is payable before or at your next appointment.

If something outside your control kept you away, please let us know. We will take the circumstances into account.

If we need to cancel or reschedule

Occasionally a doctor becomes unavailable at short notice. If that affects your appointment we will contact you as soon as we can and offer you the next suitable time. No fee applies, and any amount you have paid in advance for that appointment is refunded in full.

Refunds

We will refund a fee where:

• You paid for a consultation that did not take place
• You were charged the wrong fee
• A payment was taken twice or processed in error
• We cancelled the appointment and you had already paid

Refunds are returned to the original payment method wherever possible, and processed as soon as practicable once we have confirmed the details.

A consultation that has taken place is not refunded simply because of its outcome. Your rights under the Australian Consumer Law are not affected by this, and are set out below.

Medicare rebates

Where a service attracts a Medicare rebate, that rebate is paid by Medicare, not by the practice. If you have claimed a rebate and it has not arrived, you can contact Medicare on 132 011. Our reception team can confirm what was claimed on your behalf and lodge the claim again if it did not go through.

Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or removes those rights. Where the law gives you a remedy, that remedy applies in addition to anything set out on this page.

Questions, or a fee you would like to discuss

Please speak with our Practice Manager. Most billing questions are sorted out quickly.

• Phone: (02) 9583 2999
• Email: allsaintsdrs@gmail.com
• In person: 154-156 Ramsgate Rd, Ramsgate Beach NSW 2217

If we cannot resolve your concern, you can contact the Health Care Complaints Commission on 1800 043 159 or at www.hccc.nsw.gov.au.