Glory Eyecare Optometrists

Terms & Conditions

 

These policies help us maintain high standards of care and efficient service for all our patients.

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Late Arrivals
Late arrivals may require rescheduling to avoid delays for other patients. Please arrive on time to receive the full consultation.

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Payment Policy
All fees are due at the time of service. We accept cash, EFTPOS, credit cards (Mastercard, Visa, American Express), and interest-free options (Afterpay, Zip). Payment plans available for some services. Deposits for bookings are 50% of the gap payment. Payments are non-refundable.

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Frame and Lens Care
Patients are responsible for the care of their frames and lenses. Regular maintenance is recommended. We are not liable for loss or damage to items left in the office.

 

Contact Lens Trial Policy
First-time users may have a trial period to ensure proper fit. Additional charges may apply for follow-up appointments.

 

Privacy & Confidentiality
Your personal and medical information is confidential and used only for eye care services. We comply with privacy regulations.

 

Liability Waiver
Declining professional advice is at your own risk. We are not liable for any resulting issues.

 

No Show / Cancellation Policy
A $40 fee applies for missed appointments or cancellations with less than 4 business hours' notice. Services will be suspended until fees are paid. Repeat no-shows may result in service restrictions.

 

Prescription and Warranty Policy
We offer a 3-month warranty on prescriptions. Manufacturer warranties vary. Frames and lenses are processed at the patient's own risk.

 

Return/Refund Policy
Products must be returned in original condition within 14 days for a refund or exchange. Custom-made items are non-refundable. A $50 fee applies for handling supplier returns.

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Custom Contact Lens Fitting and Resolution

Custom contact lenses, including scleral lenses, require a full and completed fitting process to ensure safe and effective use. All professional services and lenses related to custom fittings are non-refundable once ordered or provided.

Patients must attend all scheduled appointments and maintain regular communication throughout the fitting process. If the fitting is not completed, lenses will not be dispensed due to safety and clinical concerns.

In cases where the fitting is not completed or lenses are declined, the clinic may offer a goodwill alternative, such as complimentary glasses, as a final resolution. This offer is subject to acceptance by a specified deadline and is non-negotiable once declined or expired.

 

​​Behavioural Standards
Abusive conduct or unreasonable demands will not be tolerated. The practice may impose limits on communication or visits if necessary.

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Feedback

• Feedback forms available at reception

• For concerns, please email: info.gloryeyecare@gmail.com.au

 

Reviews

Unwarranted negative reviews may incur legal action and removal costs ($500 to $1,500 per review).

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Complaints & Resolution Process

For Fees & Payment Queries:

1. Contact our clinic first: info.gloryeyecare@gmail.com

2. Optometry Australia: (03) 9668 8540

3. Consumer Protection WA: 1300 304 054 or www.commerce.wa.gov.au/consumer-protection

For Clinical Care Concerns:

1. Contact our clinic first: info.gloryeyecare@gmail.com

2. Optometry Australia: (03) 9668 8540

3. Health and Disability Services Complaints Office: (08) 6551 7600

We value constructive communication and appreciate your cooperation in following these processes for timely resolution.

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Healthcare Complaint Administration Billing Policy

We strictly comply with all regulations while maintaining full transparency. Unlike some practices that may cause confusion, we uphold the highest accountability standards.

Administrative Charges
We will recover reasonable costs from our complainants for:

• Record reviews with staff

• Regulatory/legal correspondence

• Practice management tasks

• Formal response preparation

Fees
Standard casual hourly rates apply for both office staff and optometrists.

Purpose
These charges:

• Compensate professional time fairly

• Support practice sustainability

• Discourage unreasonable complaints

• Maintain quality patient care

This balanced approach protects both patient rights and professional responsibilities.

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