At Good Self, we aim to provide fair and flexible scheduling while protecting the time of our practitioners and clients. Late cancellations or missed appointments can result in financial loss for our team, so we ask for your understanding and cooperation with the following policy:
Appointment Reminders
To help you manage your schedule, we send email reminders and text reminders 48 hours prior to your appointment. This allows you ample time to reschedule or cancel your appointment without any consequences if needed.
How to Cancel or Reschedule an Appointment
- By Phone or Email: Contact us at 03 5417 2303 or hello@goodself.com.au. Please note: Your appointment is not considered cancelled until you receive a confirmation email.
- Via Email Confirmation: Use the self-service link in your email confirmation to cancel or reschedule with at least 24 hours’ notice.
- Reception Hours: We recommend cancellations be made during reception hours to ensure prompt action and avoid fees. Cancellations outside reception hours will be time-stamped, and our policy applies.
Cancellation Fees
- 20+ Hours’ Notice: No fees apply.
- Less Than 20 Hours’ Notice:
- We will attempt to fill your appointment with clients from our waiting list.
- If the appointment is filled: You will not be charged, and we will notify you of this outcome.
- If the appointment is not filled: 50% of the fee applies, due on the day of the original booking.
- Less Than 2 Hours’ Notice or No-Shows: 100% of the fee applies.
Clinical Pilates
2:1 or 3:1 classes attract a 100% cancellation fee should less than 20 hours notice be given to change or cancel a class. This fee is deducted from any credit on file that has been pre-paid via your fortnightly subscription. If you are paying casually via credit card or direct debit, then the fee will be deducted from your payment method store securely in our payment vault.
If a cancellation fee applies to you we will do one of the following:
- Send you a payment link or invoice via email or sms
- Take a payment from your bank account or credit card that is already securely saved on in either of our payment processors (Stripe or Go Cardless).
These payment fees are due within 24 hours to the clinic unless you have had approval to make a payment at a later date.
We will always issue you with a receipt via email should any fees be charged.
Why This Policy Matters
This policy helps us protect our practitioners’ livelihoods and ensures that other clients have access to available appointments.
Thank you for your understanding and support. If you have any questions, don’t hesitate to contact us at 03 5417 2303 or hello@goodself.com.au.