Fee and Payment Policy

The purpose of this policy is to clearly outline our fees, payment expectations, and cancellation policy to ensure a smooth and transparent experience for all of our patients.

1. Application and Basis for Charging Fees

This policy applies to all patients receiving care or purchasing products from The Good Osteo, including services provided at our Featherston clinic.

Fees are determined by:

  • The type and duration of the Appointment/Treatment received.

  • Any Products or Supplements purchased.

  • Note: All listed fees are inclusive of GST.

We commit to providing clear information about our fees. Our current Fees Schedule is available for viewing on our website at https://thegoodosteo.co.nz/pricing. We will always provide notice of fee changes via signage at the clinic.

2. Responsibility for Payment

To keep our clinic running smoothly and accessible to our community, payment for services is required at the time they are provided.

You are responsible for the payment of fees when you:

  • Receive treatment or services during an appointment.

  • Purchase products or supplements.

  • In the case of outstanding balances, we kindly ask that these are settled promptly.

Our Community Commitment: We understand life happens. If you are experiencing genuine difficulty with payment, please speak to us privately as soon as possible. We are here to help and may be able to find a solution.

3. Payment Methods and Terms

  • Payment Due: Payment for all services is due at the time of your appointment. This includes any patient co-payment portions for services claimed through ACC or insurance.

  • Credit Card Fees: The Good Osteo reserves the right to charge a small convenience fee to cover bank transaction costs when payments are made by credit card.

  • Accredited Employers: If an employer is accredited to cover costs, we can invoice them directly. If payment is not received by the 20th of the following month, the patient will then become personally liable for the outstanding balance.

4. Cancellation and Failure to Attend

When you book an appointment, we reserve that time specifically for your care. Missed appointments impact our ability to help other community members seeking urgent care.

  • Cancellation Notice: We require 24 hours notice if you need to cancel or reschedule your appointment.

  • Liability: If you do not attend a booked appointment, or provide insufficient notice of cancellation, you will be liable for a cancellation fee of up 100% of the full cost of the booked appointment.

5. Managing Outstanding Fees

While we prefer to resolve all payment matters directly and respectfully, failure to settle overdue fees for services, products, or cancellation charges may result in the following steps:

  • Temporary Suspension of Service: Patients with an overdue balance may have future appointments temporarily cancelled until the balance is paid.

  • Debt Collection: The Good Osteo reserves the right to engage a reputable debt recovery agency for overdue debts. Any additional costs incurred during the debt collection process will be added to the outstanding balance and become the responsibility of the patient.

  • Future Bookings: We reserve the right to decline future appointments for patients with a consistent history of non-payment, even if past debts have been cleared.

6. Refunds and Credits

We aim to process refunds quickly and fairly:

  • Over-Charged Payments: For accidental over-charged payments:

    • If claimed within 14 days, we will offer a refund directly back onto the original card used or via direct bank transfer.

    • If claimed after 14 days, the amount will be applied as a credit on your clinic account for future use.

  • ACC Subsidies: If you pay the full fee and later receive an ACC subsidy, the subsidy amount will be applied as a credit to your clinic account.

  • Special Circumstances: Refunds may be considered on a case-by-case basis if you are permanently leaving the area or country.

  • Clinic Error: A full refund will be given if a prepaid appointment cannot be provided by The Good Osteo.

  • Gift Vouchers: No refunds will be given for unused or expired gift vouchers.