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, which is charged only if you cancel late, don’t turn up, or the clinic has to cancel because the appointment wasn’t one you could book, and your booking is confirmed straight away.
When is my booking confirmed?
Instantly. You’ll see a confirmation screen and get a confirmation email straight away, plus a text if you booked for the same day. 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 — cancelling is free until 24 hours before the start, or for 10 minutes after you book if that’s later. Your booking page shows the exact deadline for your appointment.
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 before the start, 50% if it’s more than 12 hours before, and 100% within 12 hours. If you booked on the day of the appointment, cancelling after the 10 minutes costs 100%.
What if the clinic cancels on me?
You won’t be charged, with one exception: if the clinic has to cancel because the appointment wasn’t one you could book — it’s for new (or returning) patients only, you told us you were one, and their records show you weren’t — the cancellation fee for that booking can apply, and the booking screen says so before you confirm. A person at Haylo approves every one of those before anything is charged. 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?
You claim as usual, on the discounted price, which is what the clinic charges you. What your fund pays back depends on your policy.
Can I use a discount with my health-fund card?
Yes. The discount comes off the price the clinic charges, and you claim on that price as usual. What your fund pays back depends on your policy.
Payments & fees
Cards on file, fees, and how penalties work.
When am I charged?
You pay the clinic directly for the appointment. Haylo charges your card only if you cancel late, don’t turn up, or the clinic has to cancel because the appointment wasn’t one you could book, under the same policy at every clinic: free more than 24 hours before the start, 50% if it’s more than 12 hours before, and 100% within 12 hours; if you booked on the day of the appointment, cancelling after the 10-minute grace period costs 100%. One exception, in your favour: if the clinic moves your appointment by more than 15 minutes or changes your practitioner, we tell you, and you can cancel free until the deadline in that message.
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 is charged only if you cancel late, don’t turn up, or the clinic has to cancel because the appointment wasn’t one you could book, and a person at Haylo approves every fee first.
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 before the start, 50% if it’s more than 12 hours before, and 100% within 12 hours; if you booked on the day of the appointment, cancelling after the 10-minute grace period costs 100%. Before you confirm, we show you the exact dollar amounts and the exact dates they apply from, for that appointment — and where there is time to, we message you before your free-cancellation window closes, while cancelling is still free. Your booking page always shows the deadline. If the clinic moved your appointment by more than 15 minutes or changed your practitioner, cancelling is free until the deadline we sent you.
What happens if I don’t turn up?
Not turning up costs the full appointment price, except for NDIS appointments, which have no fee, and other funded appointments, where we check with your clinic first. We send you a reminder the day before, and a text on the day for most appointments, 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. A new card is used for bookings you make from then on; bookings you’ve already made stay with the card you booked with. Under the current card authorisation, a card stays on file while it holds a booking that’s coming up, one in the last three days your clinic hasn’t yet recorded as attended or missed, or a fee that’s awaiting approval or being collected.
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?
Open Booking settings and choose Delete my account, or email privacy@haylohealth.com.au. If you have a booking coming up, one from the last three days your clinic hasn’t yet recorded as attended or missed, or a fee still being collected, it asks you to wait until that’s done. Deleting removes your name, contact details and date of birth from the booking records we keep, removes your saved card and signs you out everywhere. Your clinic keeps its own records; ask it about those.
Clinics & practitioners
How clinics get on Haylo and what you can expect.
Are the clinics on Haylo verified?
Every clinic passes a go-live check before any of its times appear — a real business we have spoken to, working calendar integration, real prices, and practitioner details on file. Where we have checked a clinic’s ABN against the Australian Business Register, that clinic’s page shows the date we did it — and where we haven’t, we make no claim about it. Practitioners in AHPRA-registered professions (physiotherapy, chiropractic, osteopathy, podiatry) are checked against AHPRA’s public register before their times are listed.
Is my massage therapist AHPRA-registered?
No — and nobody’s is. Remedial massage and myotherapy aren’t among the professions AHPRA registers, so there’s no national register to look them up in, for us or for you. Therapists qualify through a Diploma of Remedial Massage or an Advanced Diploma of Myotherapy and join a professional association such as Massage & Myotherapy Australia, which requires current first aid, ongoing training and professional indemnity insurance. That membership is also what makes them a recognised provider with the health funds. Haylo doesn’t hold or check those documents — the clinic confirms its practitioners are appropriately qualified when it joins Haylo. Some associations publish a member directory, though not all of them let you search by name.
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 the clinic can’t see you, you won’t be charged for it.
Privacy & safety
How we handle your data and keep things secure.
Who sees my booking details?
The clinic you book with, and the companies that run parts of Haylo for us, some of them overseas, such as Stripe for card payments and our email and text message providers. Other clinics don’t see your bookings, and we don’t sell your information.
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?
Your treatment notes stay in your clinic’s own system, and Haylo doesn’t receive them; we read only the short notes staff write on an appointment or a cancellation. Haylo keeps your account details and date of birth, your bookings (date, time, clinic, practitioner and price) and the answers you give when you book, on servers in Sydney. Your card number stays with Stripe.
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.