Help
Help & FAQs
Quick answers to common questions about booking allied-health appointments on Haylo. Can’t find what you’re looking for? Email support — or find an appointment.
Bookings
How booking, confirming, and rescheduling works.
How do I book an appointment?
Search by suburb or location, pick a slot that works for you, and tap Book. You’ll add a card on file — it is only charged if you no-show or cancel late — and your booking is confirmed straight away.
When is my booking confirmed?
Instantly. You’ll see a confirmation screen and get a confirmation email and SMS straight away — nothing waits on the clinic approving it. Your card is never charged for a booking that isn’t confirmed.
Can I reschedule a booking?
Cancel the existing booking from My bookings and re-book a new slot. We don’t support direct reschedule yet — but as long as you’re inside the grace period, cancelling is free.
How do I cancel a booking?
Open My bookings, tap the booking, and choose Cancel. Within the grace period (10 minutes after your booking is confirmed), there’s no charge. After that, Haylo’s standard fees apply: free more than 24 hours out, 50% between 24 and 12 hours, 100% inside 12 hours or for same-day bookings.
What if the clinic cancels on me?
You won’t be charged — your card is only ever charged for your own late cancellation or no-show. We email you (and text you, unless you’ve turned SMS off) as soon as we detect the cancellation, and you can rebook another time or clinic straight away.
How far in advance can I book?
Up to 14 days ahead — that’s the window Haylo publishes, so no clinic shows further out than that. Some clinics only list same-day appointments. The marketplace shows you what’s actually available right now.
Same-day discounts
How last-minute pricing works on Haylo.
How do same-day discounts work?
Clinics list spare same-day appointments at a discount to fill them. You see the discounted price upfront and lock it in by booking — there’s no haggling and no codes.
Why are some appointments discounted and others aren’t?
Discounts only apply to same-day slots, and only at clinics that have opted in. Future bookings are always at the clinic’s standard rate.
Will the clinic still apply my private health rebate?
Yes — the discounted price is what you pay before any rebate. Bring your card to the appointment and the clinic processes your claim as normal.
Can I use a discount with my health-fund card?
Yes. Same-day discounts on Haylo work the same way as walk-in promotional pricing — your fund still rebates the discounted amount.
Payments & fees
Cards on file, fees, and how penalties work.
When am I charged?
Most of the time — at the clinic, just like a regular appointment. Haylo only charges your card if you no-show or cancel late, under the same policy at every clinic: free more than 24 hours out, 50% between 24 and 12 hours, 100% inside 12 hours or for same-day bookings. One exception, in your favour: if the clinic moves your appointment, you can cancel free of charge — we tell you the exact deadline when we notify you of the change.
Why do I need a card on file?
It protects clinics from no-shows and late cancels. Without it, clinics couldn’t risk listing same-day spots at a discount. Your card isn’t charged unless you cancel late or don’t turn up.
What is the grace period?
A short window (10 minutes from confirmation) right after you book where you can cancel for free, no questions asked. Use it if you booked the wrong slot or changed your mind.
What if I cancel late?
The same scale applies at every clinic: free more than 24 hours out, 50% between 24 and 12 hours, and 100% inside 12 hours or for a same-day booking. The exact amount in dollars is shown to you before you book. If the clinic moved your appointment, cancelling is free — we tell you the deadline when we let you know about the change.
What happens if I don’t turn up?
No-shows are charged the full appointment fee. We send reminders 24 hours before and again 2 hours before, so try to cancel as early as you can if something comes up.
How do I update my card?
Open Booking settings from your account menu and add or remove cards there.
Account & login
Signing in, profile, and notifications.
How do I sign up?
Tap Sign up and use Google, Apple, or your email. We’ll send a magic link if you choose email — no password required.
I didn’t get my magic link email — what now?
Check your spam folder. If it’s not there, request a new link from the login screen. Still nothing? Email help@haylohealth.com.au and we’ll help you in.
How do I update my email or phone number?
Open Profile from the sidebar. For email changes, contact support — we change emails manually so accounts can’t be hijacked.
Can I turn off text messages?
Yes — open Preferences and turn SMS off. That stops every Haylo text, not just reminders. Confirmations, cancellations and fee notices still reach you by email.
How do I delete my account?
Email help@haylohealth.com.au from your registered email and we’ll delete your account and personal data within 30 days.
Clinics & practitioners
How clinics get on Haylo and what you can expect.
Are the clinics on Haylo verified?
Yes. We verify every clinic’s ABN, business email, and primary practitioner’s AHPRA registration before they can go live on Haylo.
Can I choose a specific practitioner?
Yes — slots are listed per practitioner. You can also filter by gender, language, or discipline on the search page.
Why don’t I see my regular clinic on Haylo?
They might not be on Haylo yet. Suggest us to them — or tell us at help@haylohealth.com.au and we’ll reach out.
What if my practitioner runs late?
Same as walking into the clinic directly — Haylo doesn’t change how appointments run on the day. If your appointment doesn’t happen, you’re not charged.
Privacy & safety
How we handle your data and keep things secure.
Who sees my booking details?
Only the clinic you’re booking with. Haylo never shares your details with other clinics or third parties.
Is my card information secure?
Yes — cards are stored by Stripe (PCI-DSS Level 1, the same standard as major banks). Haylo never sees or stores your full card number.
Where is my health data stored?
Haylo doesn’t store clinical health records — those stay in your clinic’s practice management system. We only store booking metadata (date, time, clinic, price).
I have a complaint about a booking — who do I contact?
Email help@haylohealth.com.au with your booking number and details. We respond within one business day and will work with the clinic on your behalf.