Booking & Cancellation Policy

Please read these terms before booking a treatment appointment.

Appointments

Cellevate provides mobile appointments across South-East Melbourne and West Gippsland. We come to your agreed appointment address and do not operate a public walk-in clinic.

Online bookings are available for vitamin IV appointments (1 hour) and NAD+ IV appointments (2 hours). Other drip options are arranged following consultation. These are allocated booking times; the time needed for your care may vary.

Booking reserves your appointment. Treatment is subject to clinical assessment, suitability and an appropriate prescription. We will let you know if information from your treating doctor is needed.

Your $100 deposit

A $100 deposit is required when booking a treatment appointment. It is credited towards your total treatment price and helps us prepare for your appointment, including ordering supplies.

The remaining balance is payable after your appointment. We will confirm your total treatment price and any additional charges before you commit to treatment.

Free 15-minute phone consultations do not require a deposit.

Changing or cancelling

Please give at least 48 hours’ notice if you need to change or cancel your appointment. With this notice, you can transfer your deposit to a new appointment or receive a full refund.

For cancellations with less than 48 hours’ notice, or if you are unavailable at the agreed appointment address, the full $100 deposit is retained as a cancellation fee, subject to your rights under Australian Consumer Law and the exceptions below.

Please contact us as soon as possible if illness or unexpected circumstances affect your appointment. We will consider your circumstances individually and discuss your options.

If treatment cannot proceed

If we cancel your appointment, you can choose a new appointment or a full refund of your deposit.

If our clinical assessment determines that treatment is not appropriate, we will refund your deposit. If treatment needs to be postponed for clinical reasons, you can choose to transfer your deposit or receive a refund.

Refunds and your rights

Approved refunds are returned to the original payment method. We aim to process them within five business days; your payment provider may take additional time.

Nothing in this policy limits your rights under Australian Consumer Law, including your rights where services do not meet consumer guarantees.

Contact us

To change a booking or discuss a payment, email hello@cellevate.com.au or call 0483 734 609.