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 Booking, Cancellation & Lateness Policy

Dear Valued Customer, to ensure we provide the highest level of care and respect all our patients’ and staff’s time, kindly refer to the updated policy below, effective from the stated date at the end of this policy. This policy applies regardless whether it was read or not.

​1. Appointment Booking

  • Appointments can be made via a phone call or WhatsApp message.

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2. Deposit Requirement

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

  • We will hold the slot for 2 hours, if no deposit has been made then, we will release it to other patients. Please check with us on the available time slots again, there will be no refunds for deposits made for appointments that were not agreed to.

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Why is a deposit needed?

We understand life gets busy — however, missed or late cancellations impact other patients who may need care and affect our team's schedule.

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A deposit:

  • Confirms your commitment to the appointment

  • Reserves dedicated time with your clinician

  • Helps reduce last-minute no-shows and cancellations

  • Enables us to run an efficient and fair scheduling system

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Note: The deposit will be fully credited toward your treatment or consultation 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 cancel or reschedule your appointment up to 3 working days in advance (not inclusive of weekends and public holidays) without penalty.

  • Cancellations made less than 3 working days before your appointment may result in the forfeiture of your deposit.

  • 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 will be forfeited.

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6. No-Show Policy

  • If you do not attend your appointment and provide no notice, your deposit will be forfeited.

  • 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. Deposit may be forfeited in this case and you will have to book a new slot.

 

8. Please be punctual

  • There will be a default 5 minutes grace period, any later will result in cancellation of appointment. Other grace periods may be discussed prior to the appointment and will be considered on a case-by-case basis.

    • There will strictly be no waiting on behalf of the patient - if patient is not here once the grace period is up, we will still cancel the appointment (even if the parent/guardian/accompanying individual is around).

    • 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.

    • If you made a deposit prior to the appointment, it will be forfeited if you are late, unless otherwise agreed at our discretion.

  • 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

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