Our promise
If your first visit isn't right, tell us
We want you to feel confident trying a new practitioner. If you're genuinely unhappy with the standard of service you received at your first appointment, tell reception within seven days.
We'll pass your concern to the practitioner you saw. If they agree the service fell short, they can refund that appointment in full. You won't need to complete a form or put your complaint in writing.
The guarantee applies across the clinic — chiropractic, physiotherapy, podiatry, colonic irrigation, massage, naturopathy and acupuncture.
What we guarantee
The guarantee is about the standard of your care, not the outcome of your treatment. It covers things your practitioner can control:
- Professional, courteous and ethical care
- A clear explanation of what they find and recommend
- An individual approach rather than a one-size-fits-all protocol
- A welcoming and respectful experience
What we cannot guarantee is a particular clinical result. Every person, condition and recovery is different. A good practitioner can give you their best assessment and treatment, but cannot promise that your symptoms will improve after one visit.
The simple terms
- Tell us within seven days
- This gives you time to reflect on the appointment while keeping the details fresh.
- First appointment only
- The guarantee applies once per patient. It is designed to make trying someone new feel low-risk, not to provide an ongoing refund option.
- Your practitioner makes the decision
- The practitioners here are independent professionals and stand behind their own work. The practitioner you saw decides whether a refund is appropriate.
- A refund closes that treatment relationship
- If your appointment is refunded, you are welcome to see another practitioner at Brunswick Health, but the same guarantee does not apply again.
How to tell us
Simply call reception on (03) 9380 8099 and tell us what wasn't right. Reception will pass it on to your practitioner and follow it up for you.
You don't need to make a formal complaint or explain yourself at length. We'd rather hear when something hasn't been right than have you quietly leave disappointed.
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Bookings
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