Cancellation, Refunds and Rescheduling Policy

This Applies to: all online naturopathic consultations, packages, and programs delivered by Carolyn Allen Health Pty Ltd.
Timezone: Australia/Brisbane.
How to notify: please email hello@carolynallenhealth.com.

1. General notice requirement

  • Please provide at least 24 hours’ notice if you need to cancel or move an appointment.

  • Changes made with less than 24 hours’ notice incur a $50 late-change fee.

  • A no-show or arrival more than 15 minutes late without prior contact is treated as a late cancellation and may result in forfeiture of the consultation fee.

2. Prepaid consultations

All consultations are paid in full at the time of booking.

  • Change of mind or forgotten consults: refunds are not available.

  • Rescheduling: you may move your booking to another mutually available time if you give at least 24 hours’ notice.

  • Less than 24 hours’ notice: a $50 late-change fee applies.

3. Return and acute consultations

  • If you provide 24 hours’ notice, you may reschedule to another mutually available time.

  • If you prefer a refund instead of rescheduling, a full refund can be provided for return or acute consults when at least 24 hours’ notice is given.

  • With less than 24 hours’ notice, a $50 late-change fee applies.

4. Packages

Packages are paid in full before commencement.

  • Before the first consult and within 7 days of purchase: you may cancel the entire package for a full refund, less merchant processing fees.
    After the package has commenced: refunds for change of mind are not available. You may reschedule individual appointments with 24 hours’ notice.

  • Extended breaks: if you need to pause your package for personal reasons, please email to request an extension. Up to 2 months may be granted at my discretion. Package fees are not refundable during a pause.

5. Programs

Programs are paid in full at enrollment. A 7-day cooling-off period applies from purchase, provided program content has not been released. If pathology testing has already been ordered and paid for as part of your program, the testing cost is non-refundable. Once content access has been provided, no refunds for change of mind. Appointment rescheduling within a program follows the 24 hours’ notice rule above.

6. Supplements and digital products

  • Supplements: ordered and supplied via third-party dispensaries (such as Vital.ly and Ariya Health). Changes, delays, or returns are managed under the supplier’s own policies.

  • E-books: non-refundable once purchased due to immediate access to intellectual property.

7. If I need to cancel

If unforeseen circumstances prevent me from proceeding with a consultation or continuing a package:

  • You will be offered either a full refund of the unused consultation(s) or rescheduling to the next available time.

  • For packages that require a longer pause due to unforeseen circumstances, you will receive two options in writing within 5 business days: a refund for unused consultations or a proposed date to resume.

8. Minors

Consultations for clients under 18 require the consent and active involvement of a parent or legal guardian, who is responsible for scheduling and fees. The same notice periods and fees apply.

9. How to cancel or reschedule

  • Email hello@carolynallenhealth.com with your name, appointment date and time, and whether you wish to cancel or reschedule.

  • Your request is considered received when the email reaches my inbox. I will reply with confirmation and next steps.