Terms & Conditions

DID NOT ATTEND (DNA) AND CANCELLATION POLICY

Due to the high number of non-attendances and cancellations for appointments, we charge $80 for an initial consultation and $40 for a subsequent consultation to cover part of our costs; that is neither attended nor cancelled within 4 business hours of the appointment time. The access to the record and services will be suspended until accounts are paid. There may also be the possibility of permanent suspension from the practice at our discretion for repeat offenders.

We have many wasted appointments every day. By introducing this policy, we hope patients will carefully make and keep their appointments and only cancel them if really necessary so that others are able to access them if required.

If you have any concerns, please speak to our Reception staff.

We accept cash, EFTPOS, Mastercard, Visa, American Express, and interest free finance options, e.g. Openpay, Hymm, Zip and Afterpay.

Fees are due at time of services. Cancellation fees are due on the same date of the appointment. All the extra costs and expenses for recovering accounts will be incurred.

Deposits for processing orders and booking services are 50% of gap payment.

Orders will be processed at once after payment; they cannot be amended or cancelled.

Payments are not refundable.

Full payment is required when collecting the first pair of the order for multiple pairs.

Unused credit will expire after 365 days.

Quotes are valid for 7 days and are subject to the availability at the time of order.

Promotional offers and prices are subject to the availability at the time of order.

Orders and Services must be settled & collected within 3 months from the date of invoices; otherwise, the jobs will be dismantled and payments forfeited. The clients, their families and their estates are liable to pay the outstanding balance of their orders even they are not collected.

Prescription warranty lasts for 3 months from the date of our prescription. Manufacturer warranty starts from the order date. It is clients’ responsibility to collect them as soon as possible.

Client's frames, lenses and other items are processed at the client's own risk for any damage or loss. Lenses might be fitted a bit smaller, loose or chipped due to snap fit for metal frames with rims which cannot be opened. However, extra care will

be taken.

Personal belongings, old spectacles and contact lenses left behind will not be kept; therefore, please check carefully before leaving our practice.

Single lens order could have different color of material, coating and/or tint to the other lens.

All Package deals, such as 2 for 1 offers and second pair offers, should be paid in full before any of products can be collected.

Free lifetime cleaning and adjustments
*The Glory Eyecare Optometrists guarantee and lifetime cleaning and adjustments are subject to proof of purchase.

Returns: refunds, repairs and replacements

Our policies follow the guidelines from the Government of Western Australia and the Australian Consumer Law. Please check the information on Returns: refunds, repairs and replacements | Department of Mines, Industry Regulation and Safety (commerce.wa.gov.au)

Supplier guarantee and returns policy
† FOR PURCHASERS IN AUSTRALIA Goods come with guarantees that cannot be excluded under the Australian Consumer Law. No refunds will be given for purchases of gift cards.
FOR PURCHASERS IN AUSTRALIA The benefits given to you under our express warranties below are in addition to other rights and remedies you have under the Australian Consumer Law and other applicable laws.

Any refunds provided will be made to the debit or credit card provided by you when you placed your order.

Please note that all returns are to be returned with all component parts as soon as possible and in any event within 2 weeks of you receiving a returns reference for the products. You must take all reasonable care of the products that you will return to us while they are in your possession. Products should be returned to us in or with their original packaging, and in the case of contract lenses, such packaging must be unopened and unmarked.

The product warranty is provided by the supplier(s) of the products:
Please check your consumer rights on the Consumer Protection website www.commerce.wa,gov.au and Hotline 1300 304 054, and the Terms and Conditions on our company website www.gloryeyecare.com.

We advise you to deal with the supplier(s) directly.

If you want us to assist you to deal with the supplier(s), there is a handling fee of $39.00, which includes 2-way postage to and from one supplier due to high costs. Additional service charges, such as lens edging and fitting fees and frame alignment fees, will also apply.

Limited warranty against breakage of good optical quality products (excluded low cost non-optical quality products)

Glory Eyecare Optometrists sell optical quality products which are guaranteed for a period of twelve months (longer on some products which we will confirm for you) from the date of purchase against all manufacturing defects. This warranty does not cover: scratches on sun lenses; defects caused by accident, abuse, neglect, shock, improper use or storage of the product; unauthorized modifications or repairs; normal wear and tear, as well as any issue concerning prescription lenses. If the product is returned with proof of purchase to the Glory Eyecare Optometrists practice they were purchased from within the warranty period, and Glory Eyecare Optometrists find that the breakage was due to a defect in material or workmanship, the product will be repaired or replaced at our option and returned to the sender. If it is not clear whether the fault is the result of a defect or misuse, it may be necessary for the item to be returned to the manufacturer for assessment to determine whether or not you are entitled to a replacement or refund. You will be responsible for any expenses in returning them to us, collecting them and to the suppliers and repairer and our handling fees. Please note: While every care is taken by our suppliers to ensure screws remain tight, they may loosen with wear. We recommend regular maintenance to ensure lenses and frames remain secure. Lack of regular maintenance may result in lens or frame damage and this may not be covered by this warranty. In the event that the damage is not due to a defect in material or workmanship, we will contact you to see if you want us to conduct repairs at your cost.

Glory Eyecare Optometrists will not be liable in the event that any loss or damage suffered by you is caused by any intentional act or omission or gross negligence by you or your improper use of the products.

Glory Eyecare Optometrists wants you to be completely happy with your purchase. If you have any concerns within three months of the date of purchase, we will put it right.

You will at all times indemnify, and keep indemnified, us and our directors, officers, employees and agents from and against any loss (including legal costs and expenses on a full indemnity basis) or liability incurred or suffered by you or by us arising from any claim, demand, suit, action or proceeding by any person against you or us where such loss or liability arose out of, in connection with or in respect of your conduct or breach of these terms of use or the use of this Website, any information that you provide via this Website or any damage that you may cause to this Website.

You agree that this website is provided free of charge. Glory Eyecare Optometrists shall not be liable to you or any person for any loss or damage of any kind which may arise from the use of gloryeyecare.com and the use of any information contained within it.

By using this website, you consent to the terms and conditions and disclaimers, as defined by Glory Eyecare Optometrists. Glory Eyecare Optometrists reserves the right to change these conditions from time to time without giving you prior notice.

Glory Eyecare Optometrists aggregate liability to you for any other losses resulting from use of this website is limited to the nominal amount of $1.

PATIENT FEEDBACK / COMPLAINTS

From our experience, unsatisfied patients are often caused by misunderstanding, bias, unwillingness for discussion and improbable expectations, such as under-estimating the complexity of the case and the costs of good products and services, and over-estimating the benefits from Medicare and the benefits of cheap products and services. An open mind with realistic expectations and good communication allows our innovative evidence based experienced optometrist to solve your problem(s) satisfactory!

Medicare allows all optometrists to charge according to their cost structure. Different practitioners and practices have different experience, expertise and equipment; more complicated, longer consultations done with higher quality equipments and technologies have higher costs, and therefore higher fees. Bulk billing is subject to Medicare eligibility and can vary between different cases, health services and providers. We offer both bulk billed Classic Consultations and private billed Speciality Testings and Consultations to suit individual visual and eyecare needs. Our billing is based on recommended fees and Medicare guidelines. Explanation and recommended fees of the consultation were provided, agreed and signed before the tests were conducted by our experienced therapeutically endorsed optometrist. We strictly follow professional, Medicare and government guidelines.

Realistic budget and expectations with an understanding and grateful mind lead to happy patient and practitioner relationship and eventually satisfied and happy outcome and experience! Unfortunately, I have seen many people keep complaining their good service providers who provide quality and advanced services because they themselves expect a lot out of unrealistic budgets, especially first timer without any previous experience to compare. They can't differentiate different quality and appreciate quality until they learn from bad experience and losses incurred from poor services and/or products. Worse still, they might damage the relationship with good service providers and can't access their services when they really need them, such as urgent care, emergency and advanced specialty services, which are not provided by basic service providers . Eventually, they were trapped with discount service providers with basic services and missed the lifelong opportunities for the best, specialty and advanced services to achieve the best outcomes for themselves and their family!

Realistic expectations are the keys to satisfactory outcomes and happiness!

Honesty, mutual respect, understanding and gratitude leads to harmony and best outcomes!

Be reasonable and keep good relationship with your local service providers!

All feedback is important to us and Feedback forms are available at reception.

Alternatively forward your compliments, concerns, comments or complaint to: gloryeyecare@gmail.com.au

If for any reason you are not satisfied with the products of services you have received and would like to seek for second opinion and more information, please contact:

Consumer Protection WA (for consumer rights)

Ph: 1300 304 054

Web: https://www.commerce.wa.gov.au/consumer-protection

Service Australia (for Medicare issues)

Ph: 1300 360 460

https://www.servicesaustralia.gov.au/medicare

Optometry Australia (for general enquiry about professional services)

Professional Service Advisors

Ph: (03) 9668 8500

Email: national@optometry.org.au

Web: https://www.optometry.org.au

Liability Wavier

Essential tests, procedures and professional advice are recommended when indicated based on professional evidence and experience. Declining essential tests (e.g. retinal scans to detect sight- and life-threatening diseases), procedures (e.g. spectacles fitting and instructions), professional advice (e.g. wrong use of eye drops and medications, handling or replacement of contact lenses) and non-compliance can lead to blurry vision, visual or physical discomfort or irritation, or headaches from the new optical appliances (e.g. glasses, contact lenses) or even serious consequences (e.g. breakage of optical appliances, eye or body injuries, car accidents, loss of vision or even life, etc) are at your own risk and releases us from any liabilities or losses in the future.

Reviews and Complaints

Please be aware that:

1. If a customer threatens to leave a negative review unless they receive some sort of benefit that they are not entitled to, then this is blackmail. (What to do with a bad review - Macpherson Kelley (mk.com.au))

2. If someone has left a negative review, you may have legal rights against them. (Online Defamation: Negative Posts on Social Media | LegalVision).

Due to actual and potential losses from unreasonable reviews and complaints, costs and expenses of actions over unwarranted, misleading and scathing reviews and unsuccessful complaints will be incurred and sought. These include professional removal of online reviews which costs $500 to $1,500 per review, recovery of our reasonable costs of resource, time and labour according to https://hcc.vic.gov.au/public/health-records, other legal costs and expenses, and any potential losses of revenue of our business and staff in the future. Video cameras are in use throughout our practice, the recordings could be used as legal evidence.