Welcome!

We’re so glad you’ve chosen to experience care with us at The Melbourne Apothecary. Before we begin, here are a few things to keep in mind to ensure a smooth and enjoyable experience.

Booking & Appointments

• You can book online, in person, or by calling us.

• Once you’ve made a booking, we’ll send a confirmation and, if you're a new client, a short health form to complete. Please fill this in before your appointment so your practitioner can tailor your care.

• If you are under 18 years of age, we may also require your guardian to complete a consent form.

• If you don’t complete the form in advance, we may need to reschedule your appointment.

Creating a Safe & Supportive Space

To make the most of your session and ensure a safe and respectful space for everyone, we ask that you:
✔ Arrive on time and ready for your appointment.
✔ Share any health conditions, allergies, or medications with us.
✔ Refrain from attending if you’re suffering from something contagious.
✔ Treat our team, space, and equipment with care and respect.

Your Responsibility for Your Health

We’re here to support you, but ultimately, your health is in your hands.

• If you have a medical condition, take medications, or are unsure about any treatment, we encourage you to check in with your healthcare provider before your session.

• You know your body best - if something doesn’t feel right, pause and seek medical advice as needed.

• We’re committed to providing safe, high-quality treatments, but like all health services, results can vary, and some risks exist.

• By booking a session, you confirm that you take full responsibility for your health decisions.

Payment & Pricing

• Our prices are listed on our website and at our location.

• Payment is required at the time of booking or before receiving any medicine or products.

• For telehealth bookings, full payment is required upfront.

• For in-person bookings, a deposit is required and the rest of the price must be paid at the time of your session.

• If payments are overdue, we may pause future bookings until settled.

• Gift vouchers are valid for 36 months from the date of purchase and are non-refundable.

• Gift Vouchers can be used for any service or product purchased through The Melbourne Apothecary, unless otherwise stated.

• Additional products recommended by your practitioner or bought in-store will incur an additional cost.

Late Arrivals & Missed Appointments

• If you arrive late, your session will be shortened to finish on time and respect the next client’s booking.

• We understand that life happens, and sometimes plans change. If you need to cancel or reschedule:

• More than 24 hours’ notice → You can reschedule or request a full refund.

• Less than 24 hours’ and more than 3 hours’ notice → For telehealth bookings: a 50% cancellation fee applies; and for in-person bookings: your deposit will be forfeited.

• Less than 3 hours’ notice, arriving more than 10 minutes late, or a no-show → Your session will be forfeited, and the full fee applies.

To cancel or reschedule, please call us on 03 9419 9988

Your Privacy & Confidentiality

• Your personal information is collected to provide you with the best care.

• We keep your details safe and private, only sharing them when necessary (e.g., with team members involved in your care, your guardian or our trusted third party providers).

• If you are under 18 years of age, we may require your guardian to sign a consent on your behalf.

• If you’d like more details, check out our Privacy Policy or contact us at ma@cometoma.com.au

By sharing your details with us, you’re giving us permission to collect, use, store, and, when necessary, share your information as outlined in our Privacy Policy. We respect and protect your personal information. When you receive care from us, we collect details to ensure we can provide you with the best possible service.

If We Need to Make Changes

We may need to adjust bookings, pause services, or decline appointments in rare cases. If this happens, we’ll always do our best to communicate with you and find a solution.

We understand that you may have a preferred practitioner, and we’ll do our best to honour your request. If they become unavailable, we’ll offer an alternative or reschedule at your convenience.

We’re so glad you’re here. Before we get started, there are a few important things we’d love you to know about your treatment and care with us. This is all about making sure you feel informed, safe, and confident in your experience.

Your Consent to Acupuncture & Physical Treatments

We want you to feel completely comfortable with your treatment. If you’re receiving acupuncture, cupping, or other physical therapies, please know that they are designed to support your wellbeing.

Some things to be aware of:

• Occasionally, you may experience mild bruising or rarely a small bleed after an acupuncture needle has been removed. With cupping, superficial bruising is expected and is part of the therapeutic process. These marks are completely normal and usually fade within days for acupuncture and a week or two for cupping.

• If you receive moxibustion (a warming therapy using herbal heat), there is a small risk of a minor burn, but we’ll ensure you’re comfortable and safe throughout.

• Your treatment is always in your hands. If there’s ever a therapy you’d prefer not to receive, just let your practitioner know - we’re here to personalise your care.

Your Health & Wellbeing Matter to Us

To ensure your treatments are safe and effective, we need a full picture of your health. That means sharing any allergies, health conditions, or medications with your practitioner. If something changes in your health along the way, please keep us in the loop so we can adjust your care and our recommendations accordingly.

Your health is in your hands. If you have a medical condition, take medications, or feel unsure about any aspect of your treatment, we encourage you to check in with your GP or specialist before moving forward, including before taking any supplements or medication.

You know your body best. If something doesn’t feel right, trust yourself - pause, reflect, and seek medical advice if needed. We’re here to support you on your journey.

Questions or Concerns?

We follow the Code of Conduct set by the Health Complaints Commission. If you’d like to learn more, visit www.hcc.vic.gov.au or call 1300 582 113.

Need to Chat?

If you have any questions, concerns, or feedback, we’d love to hear from you. Reach out anytime at ma@cometoma.com.au

Thank you for choosing The Melbourne Apothecary - we’re honoured to be part of your health journey. ✨

The MA Clinic Pty Ltd (ACN 685 320 343, ABN 54 685 320 343) and The MA Wellness & Events Pty Ltd (ACN 685 914 032, ABN 40 685 914 032) ma@cometoma.com.au