Important Policies

 

 

To ensure that you have a pleasant experience at Goulds Natural Medicine Clinic, please familiarise yourself with our clinic policies. 

 

Payment  

 

Prepayment is required to secure appointments* and will be processed at the time of booking, or by 24 hours prior to the appointment start time.

Our office accepts cash, EFTPOS, Visa, and MasterCard. We also accept part payment from your Health Insurance Provider via HICAPS (please note that Naturopathy is no longer claimable through Private Health. HICAPS can be used for Acupuncture services only).   

 

*Prepayment is not required for the following appointments where same-day payment is accepted:

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• In person repeat appointments (excluding first follow ups)

• Counselling

• Acupuncture or Chinese massage & acupuncture

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Cancellations 

 

Goulds Natural Medicine Clinic has a one (1) business-day cancellation policy. If you are unable to make it to your appointment, please give us at least 24 hours’ notice so we may offer the appointment time to another patient who may be waiting to receive care. Without 24 hours’ notice, a cancellation charge will apply - this is usually the full price of the appointment.  

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Please note that we are unable to process cancellations outside of our clinic office hours (AEST/AEDT):

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• Monday, Wednesday: 9.00am - 7.00pm

• Tuesday, Thursday, Friday: 9.00am - 3.00pm

• Saturday, Sunday: Closed

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For cancellation or rescheduling of Monday appointments, please contact us on Friday before 3:00pm.

For cancellation or rescheduling of appointments on the day after a public holiday, please contact us within opening hours prior to the public holiday.

 

Email 

 

As a courtesy, Goulds Natural Medicine Clinic provides email communication with our clinic staff and practitioners, which allows patients to send short emails a limited number of times between visits. For non-urgent medically related questions, please limit email communication to clarifications of previously discussed issues. These should require a simple answer, such as “yes” or “no.” Please allow up to 7 business days for a response. Questions or requests that are related to administration, such as appointment scheduling or billing, should be directed to our reception staff. For more complex and/or urgent questions or requests, please call the clinic. Our staff will determine if your communication requires scheduling an appointment. 

 

Lab Results 

 

Many of the laboratory tests our practitioners order are complex and are integral to diagnosing complex conditions. Because of this, lab results will only be discussed with your practitioner at office visits. Results will not be available until you have the opportunity to discuss the findings with your practitioner. 

 

Supplement Refills 

 

There are a few ways you can refill the supplements or herbs you were prescribed from our natural dispensary. You can stop by in person to pick up your medicines, or you may email or phone through your refill request and your order can be mailed to you. 

 

Returns 

 

If for any reason you decide to return a product, we are happy to give you a refund or a credit if the supplement bottle is unopened, has not expired, and was purchased within 30 days. No returns will be allowed for purchases greater than 30 days, items made specifically for you (e.g., individualised liquid herbal formulas), liquid herbal preparations, or for special orders.  

 

Thank you for considering Goulds Natural Medicine Clinic for your healthcare needs. If you have any questions, please don’t hesitate to contact us. We look forward to meeting you and to providing you with the highest quality care!