Booking, Cancellation & Refund Policy

Matar Health Holistic Nutrition and Wellness Clinic

At Matar Health, we value your time and ours. This policy exists to ensure clarity, fairness, and mutual respect while allowing us to provide thoughtful, prepared care to every client.

By booking an appointment, you agree to the terms outlined below.

Appointments & Bookings

  • All consultations are by appointment only

  • Appointments can be booked online via our website or by contacting the clinic directly

  • Consultations are available in-clinic (Earlwood, NSW) and online within Australia

  • Appointment times are reserved specifically for you and require preparation prior to your session

Payment

  • Full payment is required at the time of booking to secure your appointment

  • Payments are processed securely via our online booking system

  • Prices are displayed clearly at the time of booking and are inclusive of GST where applicable

Cancellations & Rescheduling

We understand that life happens and aim to be fair while protecting the sustainability of the clinic.

More than 24 hours’ notice

  • Appointments cancelled or rescheduled with more than 24 hours’ notice will receive:

    • A full refund or

    • The option to reschedule at no additional cost

Less than 24 hours’ notice

  • Cancellations or reschedules made within 24 hours of your appointment are non-refundable

  • This includes changes due to illness, personal matters, or scheduling conflicts

Failure to attend (No-Shows)

  • Appointments that are missed without notice are charged in full

  • No refunds or credits are issued for no-shows

Late Arrivals

  • If you arrive late, your session will still end at the scheduled time to respect other clients

  • The full consultation fee applies

  • If you arrive more than 10 minutes late, the appointment may need to be shortened or rescheduled at the practitioner’s discretion

Practitioner Cancellations

In the rare event that Matar Health needs to cancel or reschedule your appointment:

  • You will be offered:

    • A full refund or

    • Priority rescheduling at a mutually suitable time

  • We will always aim to provide as much notice as possible

Refund Policy (Australian Consumer Law)

Nutrition Consultations:

Please note:

  • Change of mind is not grounds for a refund once a consultation has been delivered

  • Refunds are not provided for dissatisfaction related to outcomes, as individual results vary

  • Nutrition consultations are considered a professional service and involve individualised time, preparation, and expertise

Supplements, Personal Products, Teas, Testing:

Unless a product has a fault or may have been tampered with at the time of sale, Matar Health Nutrition is under no obligation to replace the product or give a refund on an unwanted medicinal. Under TGA Guidelines for safe practice and dispensing of medicines, it is illegal for a practitioner to re-dispense medicine that has already been dispensed to another patient.

Packages & Prepaid Services (if applicable)

  • Packages are non-refundable once commenced

  • Unused sessions may expire if not used within the specified timeframe

  • Extensions may be granted at the practitioner’s discretion in exceptional circumstances

Contact & Questions

If you have questions about this policy or need support with a booking, please contact:

info@matarhealth.com
0407 496 596

We approach all enquiries with kindness, clarity, and respect.

Policy Updates

Matar Health reserves the right to update this policy at any time. The most current version will always be available on our website.