Booking Policy for Rejuva Haus

Purpose

This policy outlines the procedures for payments, cancellations, refunds, and complaints for Rejuva Haus, Mobile IV Infusion Services. It ensures that all clients understand their financial responsibilities and the terms associated with booking, cancelling, rescheduling, and requesting refunds for IV infusion and intramuscular (IM) injection treatments.

Scope

This policy applies to all clients who book services with  Rejuva Haus, as well as staff members responsible for handling bookings and payments. It is designed to ensure transparency, fairness, and compliance with consumer rights and industry best practices.

  1. Payment Policy

1.1 Booking Confirmation and Deposit

  • Once a medical history form has been received and our medical team has assessed your suitability for treatment, an appointment will be offered within 24 hours via a call or SMS.

  • A payment will be sent to you to pay a deposit to secure your appointment. The deposit amount will be deducted from your treatment total.

  • Your appointment will be held for no longer than 48 hours without payment. If payment is not received within this time, your appointment may be cancelled and offered to another client.

1.2 Fees and Surcharges

  • A booking fee is required to confirm all appointments.

  • If a prescription is required for your treatment, you must pay for it at the time of booking along with the booking fee. The fee for the prescription is $55.

  • An estimate of your treatment will be given at the time of booking your appointment. Confirmation of the total cost will be provided at the time of service, prior to treatment commencing.

  • Additional fees may apply, including:

    • After-hours, weekend, and public holiday surcharge: 10% per client 

    • Travel fee: If you are located more than 20km from Ballarat a travel fee of $0.85 per km will apply.

    • Any additional charges will be disclosed at the time of booking.

1.3 Payment Methods

  • We accept credit/debit cards, bank transfers, and online payment links.

  • Payment must be fully processed before the start of the treatment.

  1. Cancellation and Rescheduling Policy

2.1 Cancellation Policy

  • If you cancel within 72 hours of your appointment, you will be charged a cancellation fee equal to your booking fee.

  • If you fail to attend your appointment or if our nurse arrives and you are not at the designated address, your card will be charged the full amount of your treatment.

2.2 Rescheduling Policy

  • If you need to reschedule, please do so as soon as possible by calling or texting 0477862809.

  • Your booking fee is valid for one reschedule only.

  • If you reschedule more than once, a new booking fee will be required.

  1. Refund Policy

3.1 Non-Refundable Items

  • Prescriptions and booking fees are non-refundable.

  • Refunds for treatments or services rendered are generally not available.

3.2 Refund Considerations

  • Refunds may be considered under exceptional circumstances and requests will be assessed on a case-by-case basis.

  • Requests for refunds must be made in writing to the Director of Nursing. 

  • Approved refunds will be processed within 5-7 business days to the original payment method.

  1. Complaints & Disputes

4.1 Lodging a Complaint

Complaints must be submitted in writing to the business owner.  Please include:

  • Your full name and contact details.

  • A clear description of the issue.

  • Any supporting documents or evidence.

  • Complaints should be sent via email or postal mail.

4.2 Resolution Process

  • We aim to acknowledge complaints within 48 hours and provide a resolution within 7 business days.

  • If a resolution is not satisfactory, you may escalate your complaint to the Health Complaints Commissioner (HCC) Victoria.

For questions or further information, complaints and requests for refunds, contact:

Business Owner: Sophie Draffin

Email: sophie@rejuvahaus.com.au

Phone: 0477 861 809

Address: 9 Flewin Ave, Miners Rest, VIC 3352