Perth DEXA Scan

Appointment Booking, Payment & Cancellation Policy

Effective Date: 1st June 2026

1. Overview

This policy sets out the terms and conditions applicable to the booking, payment, cancellation, and rescheduling of DEXA scan appointments at Perth DEXA Scan. By completing a booking and making payment, you acknowledge that you have read, understood, and agreed to these terms.

This policy has been prepared in accordance with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) and the Fair Trading Act 2010 (WA), including the provisions governing unfair contract terms, consumer guarantees, and refund rights.

2. Payment at Time of Booking
Full payment is required at the time of booking in order to secure your appointment. No appointment will be confirmed until payment has been received. By paying in full at the time of booking, you acknowledge that the appointment slot is reserved exclusively for you and that the clinic incurs costs and foregoes other bookings as a direct result.
3. Cancellation and Rescheduling Policy
3.1 Cancellations and Reschedules with 12 or More Hours’ Notice

If you cancel or reschedule your appointment and notify the clinic at least 12 hours before your scheduled appointment time, the following will apply:

  • Your payment will be transferred in full to a new appointment date of your choosing, subject to availability; or
  • If you do not wish to reschedule at the time of cancellation, your payment will be held as a credit on file and may be applied to any future booking made within 12 months of the original appointment date.

As a general rule, no monetary refund is issued in lieu of a credit or transfer. However, Perth DEXA Scan acknowledges that exceptional circumstances may arise, and monetary refunds may be considered on a case-by-case basis at the sole discretion of clinic management. Requests for a refund under this clause should be submitted in writing to the clinic, setting out the circumstances of the request. Management’s decision in such cases is final. The existence of this discretion does not create an obligation to issue a refund, nor does it affect the standard remedies available under clauses 3.2 and 3.3. The discretionary refund, if approved, will be issued minus any non-recoverable transaction or payment processing fees incurred at the time of booking.

3.2 Cancellations and Reschedules with Less Than 12 Hours’ Notice
If you cancel or reschedule your appointment with less than 12 hours’ notice before your scheduled appointment time, the full booking fee will be forfeited. No refund, credit, or transfer of funds will be provided. This reflects the fact that, with less than 12 hours’ notice, the clinic is likely unable to fill the appointment slot and has already committed staff, equipment, and administrative resources to your attendance. The forfeited amount represents a genuine pre-estimate of the loss suffered by the clinic as a result of the late cancellation.
3.3 Non-Attendance (No-Show)
If you fail to attend your appointment at the scheduled time without any prior notice, the full booking fee will be forfeited. No refund, credit, or transfer of funds will be provided. The same rationale as set out in clause 3.2 applies.

3.4 How to Provide Notice of Cancellation or Reschedule

Notice of cancellation or rescheduling must be provided by one of the following methods:
Telephone: 08 6269 2016
Notice is taken to have been received at the time it is acknowledged by a clinic staff member during business hours. Voicemails or emails sent outside business hours will be treated as received at the commencement of the next business day, unless the scheduled appointment is within that same business day.
4. Clinic-Initiated Cancellations and Changes
In the event that Perth DEXA Scan is required to cancel or reschedule your appointment due to circumstances within its control (including, but not limited to, equipment failure, staff unavailability, or administrative error), you will be offered the choice of:
  • A full monetary refund to your original payment method; or
  • A rescheduled appointment at a time that is mutually convenient.
In the event of cancellation due to circumstances beyond the clinic’s reasonable control (force majeure), including but not limited to natural disasters, power outages, or public health directives, the clinic will make reasonable efforts to offer a rescheduled appointment. If rescheduling is not possible within a reasonable period, a full refund will be provided.

5. Australian Consumer Law – Your Statutory Rights

Nothing in this policy limits, excludes, or modifies any right or remedy you may have under the Australian Consumer Law or any other applicable legislation that cannot be excluded, restricted, or modified by contract.

Under the Australian Consumer Law, you are entitled to a refund or other remedy if a service:

  • Is not rendered with due care and skill;
  • Is not fit for the purpose for which it was supplied; or
  • Is not provided within a reasonable time (where no time is specified).

Where a statutory guarantee is breached, your rights under the Australian Consumer Law apply regardless of what this policy states. If you believe a service has not been delivered in accordance with the applicable consumer guarantees, please contact the clinic in the first instance. You may also contact the Department of Energy, Mines, Industry Regulation and Safety (Consumer Protection Division) in Western Australia or the Australian Competition and Consumer Commission (ACCC) for further guidance.

6. Unfair Contract Terms

Perth DEXA Scan acknowledges its obligations under Part 2-3 of the Australian Consumer Law regarding unfair contract terms. The cancellation and forfeiture terms contained in this policy are considered fair and reasonable for the following reasons:

  • Full payment and these terms are disclosed clearly prior to and at the time of booking;
  • The 12-hour notice threshold provides a reasonable and practicable opportunity for cancellation;
  • The forfeiture of fees for short-notice cancellations and non-attendance reflects genuine and direct losses to the clinic, including staff time, equipment preparation, and foregone bookings;
  • Credits are provided for cancellations made with adequate notice, ensuring the patient retains the value of their payment; and
  • The policy is applied consistently and transparently to all patients.
7. Summary Table
The following table summarises the outcomes under this policy:

Circumstance 
Notice Given 
Outcome 
Cancellation / Reschedule 
12 hours or more 
Full credit or transfer to new date 
Cancellation / Reschedule 
Less than 12 hours 
Full fee forfeited – no refund or credit 
Non-attendance (no-show) 
None 
Full fee forfeited – no refund or credit 
Clinic-initiated cancellation 
N/A 
Full refund or rescheduled appointment offered 
8. Contact and Complaints

If you have any questions about this policy or wish to raise a concern, please contact us:

If your concern is not resolved to your satisfaction, you may contact:
This policy does not constitute legal advice. Perth DEXA Scan recommends seeking independent legal advice if you have specific concerns regarding your rights.
01 June 2026 | Perth DEXA Scan
CALL NOW
BOOK NOW