​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 any non-attendance/no show, a $50 late cancellation fee applies. This fee is payable via credit card or direct deposit and is required for us to secure a new booking for you. e.g. Cancellation for Saturday must be communicated by close of business on Thursday. Cancellation for Tuesday must be communicated by close of business on Saturday. If you have any questions regarding our clinic booking policies please do not hesitate to reach out to our friendly reception team on (03) 9819 7695. Please kindly note that we do not wish to charge our patients late cancellation fees; please be respectful of us so we can extend the same courtesy to you.

Please be considerate and respectful for our time and to others who would also like the opportunity to see us. As a busy destination clinic with a renowned reputation for our expertise 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 be on time. We recommend that you take note of your appointment date and time in your phone calendar. You will receive an SMS reminder 3 days before your scheduled appointment; if you are unable to attend we would appreciate that you respond to this reminder as soon as possible by replying 'N'. If we do not receive a reply from you, we will assume that you are attending.

A reservation fee is required to secure an appointment at our clinic for the following situations: • ​New patient ($25) • Saturday appointment for new and existing patients ($25) • Family bookings involving more than 2 appointments on the same day ($25 per person) • Patients with multiple cancellations and no shows in their booking history ($25 for each booking) • Complex consultations for eye conditions that necessitate a longer appointment time — such as Ultimate Eye Health+, dry eye assessment, keratoconus assessment, scleral lens assessment and fitting — require a $50 reservation fee 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 have made a booking but 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 will 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 that have been booked for you. In the event of a late cancellation within 2 business days of your appointment, or failing to attend your appointment, the reservation fee is forfeited, a no-show fee may be applied and a reservation fee will need to be paid again before we can secure a new booking.