Cancellation, Rescheduling, and Refund Policy

At ZIVIO Health, we understand that life is unpredictable and sometimes appointments need to change.

We aim to offer reasonable flexibility while respecting the time and resources dedicated to providing personalised care. Our policies differ depending on whether you are booking a standalone consultation or receiving care through one of our Care Pathways.

Standalone consultations are available exclusively to existing patients who are not enrolled in a Care Pathway.

As appointment availability is limited, we ask that you provide as much notice as possible if your plans change.

If you need to reschedule, please email admin@ziviohealth.com.

• More than 72 hours' notice: Free rescheduling.
• 72 hours or less notice: A $50 rescheduling fee applies.
• Change from in-person to online consultation: Free of charge, provided the appointment time remains unchanged.

Rescheduling requests are subject to appointment availability.

If you need to cancel your appointment, the following refund conditions apply:

• More than 72 hours' notice: A $50 administration fee will be deducted, and the remaining balance refunded.
• 24 to 72 hours' notice: 50% of the appointment fee will be refunded.
• Less than 24 hours' notice: No refund is available.
• Failure to attend without notice: The full consultation fee is forfeited.

Approved refunds will be returned to the original payment method and may take 5 to 10 business days to appear, depending on your bank or payment provider.

Our Care Pathways provide personalised, continuous care with greater flexibility than conventional appointment-based consultations.

We recognise that health circumstances, personal commitments and priorities can change, particularly for people managing complex or chronic health conditions.

For this reason, Pathway members benefit from a more flexible approach to appointment scheduling.

We encourage members to provide at least 72 hours' notice whenever possible.

During your agreed Care Pathway:

• Occasional cancellations or rescheduling requests made in good faith: No fee or deduction from your allocated clinical time.
• Repeated cancellations or rescheduling: Where frequent changes create additional administrative work or disrupt appointment availability, an administration fee of up to $50 per occurrence may apply.
• Late cancellations: Where less than 72 hours' notice is provided, the scheduled appointment duration may be deducted from your remaining clinical time allocation, depending on the circumstances.
• Failure to attend without notice: The full scheduled appointment duration will generally be deducted from your remaining clinical time allocation.
• Changes from in-person to online appointments: Free of charge, provided the appointment time remains unchanged.

Fees and clinical time deductions will not both be applied to the same missed or cancelled appointment.

Our approach is based on fairness, mutual respect and flexibility. We recognise that unexpected health issues and other circumstances may make advance notice difficult.

Any fees or deductions will be considered individually, taking into account the circumstances, frequency of changes and impact on appointment availability.

Care Pathways involve a commitment to an agreed programme of care rather than payment for individual appointments.

Each Care Pathway is governed by its own Terms and Conditions, as outlined in your individual Care Pathway Agreement. These include provisions relating to membership fees, payment arrangements, appointment scheduling, cancellations, rescheduling, pauses, early termination and refunds.

The general policies outlined on this page apply alongside your individual Care Pathway Agreement. Where specific arrangements differ, the terms of your signed Pathway Agreement will take precedence, subject to applicable New Zealand law.

We recognise that unexpected illness, emergencies and other circumstances beyond your control can arise.

Where appropriate, we may waive or adjust cancellation fees, rescheduling fees or clinical time deductions.

We encourage you to communicate with us as soon as reasonably possible so we can explore suitable arrangements.

For appointment cancellations, rescheduling requests or changes to consultation format, please contact:

admin@ziviohealth.com

Please include your name, appointment date and the change you are requesting.

Our team will respond as soon as practicable during normal business hours.

• Notice periods are calculated from the scheduled appointment start time.
• Requests must be submitted by email to ensure a clear record of the requested change.
• Fees and deductions will be applied fairly and reasonably, taking individual circumstances into account.
• ZIVIO Health may review this policy periodically. Any changes affecting existing bookings or Care Pathway agreements will be communicated appropriately.
• Nothing in this policy limits your rights under applicable New Zealand consumer protection legislation.