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Our clinic booking policy, fees and terms of service, so every patient knows what to expect when booking an appointment with us.
Our clinic booking policy, fees and terms of service, so every patient knows what to expect when booking an appointment with us.
Last updated: 9 August 2026
Please be considerate and respectful of our time and of others who would also like the opportunity to see us. As a busy destination clinic with a renowned reputation for our experience in myopia management, OrthoK and specialty lenses, we are privileged to look after many thousands of patients across Melbourne and beyond who have chosen us for their eye treatments and ongoing professional care.
By making a booking at our clinic, please ensure that you attend your appointment as scheduled and arrive on time. We recommend noting your appointment date and time in your phone calendar. You will receive an SMS reminder 3 days before your scheduled appointment; if you're unable to attend, we'd appreciate you reply to this reminder as soon as possible with 'N'. If we don't receive a reply from you, we will assume you're attending.
Changes and cancellations should be clearly communicated to our reception team well in advance of your scheduled appointment, during clinic opening hours. Replies to our SMS reminder outside of our normal opening hours will be considered as received on the next business day.
For cancellations within 2 business days of your appointment, and for any non-attendance or no-show, a $50 late cancellation fee applies. You will need to make this payment before our clinic will accept any further bookings from you. This fee is payable via credit card over the phone, direct deposit, or a secure Square link sent to your mobile. All payments are due immediately, and late payments may incur additional charges.
If you have any questions regarding our clinic booking policies, please don't hesitate to reach out to our friendly reception team on (03) 9819 7695. We don't wish to charge our patients late cancellation fees; we simply ask that you be respectful of our clinic and our doctors' professional time, so we can extend the same courtesy to you.
A reservation fee is required to secure an appointment at our clinic for the following situations.
Our reception team can take payment of the reservation fee over the phone at the time of booking to instantly secure your appointment time. If you prefer to pay by bank transfer, we can send you details to pay via direct deposit. Please note that if you've made a booking but are yet to pay the reservation fee, the booking is not secured and may be taken by other patients. Tentative bookings are automatically cancelled after 2 days if the reservation fee has not been received.
Reservation fees stay in your account as credit towards your appointment, and can be used to pay for services or products at your next visit. We expect that you commit to attending appointments booked for you. In the event of a late cancellation within 48 hours of your appointment, or failing to attend, the reservation fee is forfeited and will need to be paid again before we can secure a new booking.
If you have any questions about our booking policy, cancellation fees or reservation fees, please contact our reception team on (03) 9819 7695 or via our Contact Us page.