Policies and Terms & Conditions

  • If you need to cancel or rearrange your appointment, please provide us with 48 hours notice.

    Pre-paid new patient appointments:

    If you cancel within 48 hours of the appointment time or do not attend your appointment, you will not be eligible for a refund, regardless of the reason, unless we are able to rebook your appointment. This fee compensates for the time reserved and resources allocated to your appointment.

    If you cancel your appointment at least 48 hours in advance, we offer a refund of the amount paid less a $20 administration fee. This is because we are charged fees by the third party provider who handles our payments.

    Please email us at hello@kapitiwomenshealth.co.nz with your name, appointment date and time to cancel your booking. We will require a bank account name and number for the refund and this may take up to three business days to process.

    If you reschedule your appointment with less than 48 hours notice there is a $60 administration fee in addition to your consultation fee. If you reschedule at least 48 hours in advance there is no additional fee.

    Pay on the day appointments:

    If cancellations are made within 48 hours of your appointment time and a replacement cannot be found , or if you do not attend your appointment, there will be a charge of 50% of your consultation fee.

  • Kāpiti Women’s Health acknowledges the rights of the patient outlined within the Health & Disability Commissioners Code of Rights. 

    We aim to provide a high quality, professional service at all times. If you are not happy with the treatment or service you have received, please inform us in writing via email.

    We will take such steps as are reasonable to investigate complaints, within a reasonable time of such complaint being received by us. We will give you a written notice of the investigations which have been carried out, and the outcome of your complaint. 

  • We collect personal information from you, including your name, contact details and health information.

    We collect your personal information in order to provide optimal healthcare.  Besides our staff, we share this information with other healthcare providers such as your GP and specialists in order to keep them informed of your health and make referrals. If you do not wish to have information shared with any other providers, we respect this and will keep all information confidential unless this compromises your safety or wellbeing.

    Providing some information is optional. If you choose not to enter accurate information, we are compromised in our ability to give the best health advice.

    We keep your information safe by using secure patient management software and only allowing relevant staff to view it. By law we are required to hold patient records for ten years.

    You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong.  If you’d like to ask for a copy of your information, or to have it corrected, please contact us at hello@kapitiwomenshealth.co.nz or 022 314 3032.

  • The following Terms of Trade apply to services provided by Kāpiti Women’s Health (KWH) to its patients:

    • Prices include GST unless otherwise stated.

    • Unless otherwise agreed, all services shall be paid for on the date of service. If you are unable to pay on the day please advise us before the consultation. Where it is agreed otherwise, services shall be paid within 7 days of the date of invoice

    • Prices quoted for services may be adjusted from time to time, and the customer hereby agrees to pay any such adjusted price.

    • Payment shall be accepted in the form of cash, direct debit or direct credit.

    • A late payment fee of $50 plus interest may be charged on overdue accounts at a rate of 10% weekly.

    • If cancellations are made within 24 hours of your appointment time and a replacement can not be found there will be a charge of 50%. Not attending your appointment will also incur a charge of 50%.

    • KWH may withhold further provision of service where there is any outstanding amount due, except in emergency situations.

    • Overdue accounts will be referred to a debt collection agency for recovery and you will be liable for the debt collection costs. The debt collection agency may provide such default information to other parties not limited to credit reporting companies.

    • Termination of the contract may apply where there is non-payment without prejudice to any claims KWH may possess.

    • No goods supplied by KWH may be returned for credit.

    • Variations to the Terms of Trade may occur from time to time, and KWH will notify the patient by way of invoice – receipt of which shall be deemed to be acceptance by the patient.

    • KWH agrees not to use or disclose any information more than is reasonably necessary in the circumstances for its genuine business purposes.

  • At times, another person may be present during a consultation or examination.

    This may include a support person requested by the patient, a support person for minors / patients with reduced capacity or an interpreter. We encourage people to bring a support person with them for the consultation.

    As part of our commitment to improving access to women’s health services, we may at times be training other clinicians to perform procedures or upskill in certain consultations. The presence of another clinician in the consultation will always be discussed with the patient first in private. If the patient does not consent to this occurring, it will not unduly influence the service received by the patient.

    A support person may also be present in the form of a chaperone which can be requested by any patient in the context of an intimate or physical examination. This is any examination that may intrude on the patient's personal boundaries, and may be embarrassing or distressing for the patient.

    It is best practice to offer a chaperone for all intimate examinations, to ensure the comfort of the patient and also to protect the doctor. However, due to the size of the clinic this is not always possible. If you would prefer to have a chaperone present for an examination, please indicate this at the time of booking, so we can ensure that another clinician is available.