Booking, Cancellation & Lateness Policy

​1. Appointment Booking

• Appointments can be made via a phone call or WhatsApp message. Please send us a photo of your referral letter and latest X-ray.

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2. Deposit Requirement

• To secure your appointment, a deposit of SGD $150 (inclusive GST) is required, at the time of booking your slot.

• As appointment slots are limited, deposits should be made within 2 hours of booking confirmation. If payment is not received within this timeframe, the slot may be released to other patients. Please contact us again to check availability should this occur.

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Note: The deposit will be fully credited toward your treatment or consultation fee.

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Please note that deposits may be forfeited in the following circumstances:

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• Changes to appointment or rescheduling with less than 3 working days' notice

• Failure to attend the appointment without prior notice

• Failure to attend with the required documents needed for the appointment to proceed

• Failure to commence an appointment within 3 months of the date of deposit received

• Arrival beyond the agreed grace period, resulting in cancellation of the appointment

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Please refer to the sections below for further details.

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Why is a deposit needed?

Many of our patients wait weeks or months for an appointment. When appointments are cancelled at short notice or patients do not attend, it is often too late for us to offer that slot to another family who may be waiting for care.

 

The deposit helps us:

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• • Reserve dedicated time for your appointment

• • Reduce last-minute cancellations and no-shows

• • Ensure fair access to limited appointment slots

• • Provide efficient scheduling for all patients

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Please note that the deposit is fully credited towards your consultation or treatment fee.​​

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3. How to pay the deposit

• Deposits can be made via PayNow UEN. Please indicate the patient’s full name as per NRIC under the bill reference no. section and send us a screenshot of the successful transaction via WhatsApp.

• A payment voucher will be issued upon receipt of payment of the deposit.

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4. Cancellation & Rescheduling

• You may reschedule your appointment up to 3 working days in advance (not inclusive of weekends and public holidays) without penalty.

• Changes made less than 3 working days before the appointment will be subject to the deposit policy outlined above.

• For rescheduling with sufficient notice, your deposit will be transferred to the new appointment.

• We understand that emergencies can happen unexpectedly. If you are unable to attend your appointment due to a genuine emergency, please contact us as soon as possible.

  • In some cases, we may request reasonable documentation (e.g., medical certificate, hospital record) to transfer your deposit.

  • We handle these situations with compassion and confidentiality, and assess each case individually.​

• You may reschedule your appointment up to a maximum of 2 times, after which a new deposit will be required.

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5. No Refund Policy

• Deposits are non-refundable.

• The deposit will only be held for 3 months from the date of receipt, if no appointment has been scheduled within the stated period, the deposit policy outlined above applies.

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6. No-Show Policy

• Failure to attend an appointment without prior notice will be subject to the deposit policy outlined above.

• Repeated no-shows may result in being required to prepay in full for future bookings or being declined further bookings.

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7. Day of appointment

• Please bring along the hard copy of the referral letter and X-ray (unless otherwise stated). We require the documents for brace fabrication; without it we may not be able to proceed with the appointment and the deposit policy outlined above may apply.

 

8. Please be punctual

• We kindly ask patients to arrive on time for their appointment. A grace period of 5 minutes is generally provided. As many appointments are scheduled back-to-back, arriving significantly late may result in the appointment needing to be rescheduled so that other patients are not affected.

• As the patient must be present for assessment and treatment, we are generally unable to proceed or hold the appointment if the patient has not arrived by the end of the agreed grace period, even if a parent or accompanying person is present.

• We reserve the right to cancel your appointment without prior notice once the grace period (default or agreed prior to the appointment) is up. If you foresee yourself reaching late, please inform us beforehand. We will consider proceeding with the appointment on a case-by-case basis.

  • Appointments that are cancelled due to arrival beyond the agreed grace period will be subject to the deposit policy outlined above.

• We understand that emergencies can happen unexpectedly. If you are unable to attend your appointment due to a genuine emergency, please contact us as soon as possible.

  • In some cases, we may request reasonable documentation (e.g., medical certificate, hospital record) to transfer your deposit.

  • We handle these situations with compassion and confidentiality, and assess each case individually.

 

9. Need Help?

If you have any questions or need to discuss your booking, please contact our team via WhatsApp or a call at +65 97532455.

Thank you for your understanding and cooperation. This policy helps us provide quality care to all patients fairly and efficiently.

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Sincerely,
Lifeforce Limbs & Rehab Team

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Updated & Effective from: 7th October 2025