Patient Policies

1. Cancellation Policy

We have a strict Cancellation Policy/No Show Policy:

1. Information to cancel 24 hrs prior to appointment- No Cancellation Fee
2. Information to cancel 12 hrs prior to appointment- 50% of invoice amount
3. Anything less than 12 hrs- Full invoice amount
4. For Long Consult Appointment/NDIS/Work Cover program, we require a 48-hour prior information, else full consultation fee applies against cancellation.

2. Group Sessions

Our Group Sessions are a popular way to keep your health a priority. If you wish to hold your spot in a specific Group Session, you can do so by committing to that session, however you must inform us at least 48 hours in advance if you are not attending the session for that week. Failing to do so will result in paying in full even if you do not attend the session.

3. Maintenance Packages

For Patients who have recovered well and do not need to see us on weekly basis, we offer special maintenance packages to help you keep a track of your health.

• These are 1:1 sessions provided on fortnightly basis with an advance payment at discounted rates.
• Each session will attract a $10 discount on the standard consultation charges.
• You need to book and pay minimum of 2 sessions in advance to avail the offer.
• These sessions will have a designated validity date (40 days). Any unused sessions will not be carried forward post the validity date. This is to encourage you to keep your health a priority and take charge of your fitness.

4. Rescheduling Policy

We understand there could be times when you cannot make it to the appointment, and we give you the flexibility to reschedule the appointment.

• Should you need to reschedule the appointment, we appreciate you doing so before 24 hours of your appointment.
• Rescheduling the appointment with prior notice will not attract any cancellation fee.
• Not attending the rescheduled appointment will be considered cancelled and cancellation policy will thus apply.

5. Late Arrival

We encourage you to reach 5 minutes prior to your designated appointment time.

• We understand unforeseen delays can occur. Please notify us if you are reaching late for your appointment.
• Late arrival will result in shortening of your appointment ensuring that our subsequent appointments are not delayed.

Being in health care, a tricky or complex case might require the physio to extend the session over and above their designated appointment time. We request you to be patient if your appointment gets delayed due to such reasons. Be assured, your appointment time will not be shortened due to delays caused at our end.

6. Refund Policy

We take advance payment for our services in only special circumstances/special offers such as our Maintenance packages or prepaid Group Session Packages. There is no refund policy for those sessions/appointment.

7. Appointment Beyond Clinical Hours

Under special circumstances, we offer appointments prior to or beyond our operational clinical hours, which can be made by calling us on 0283575000.

• Such appointments will attract a fee of $20 over and above the standard consultation charges.
• 50% of the consult fee must be paid in advance while making the appointment. The balance 50% will be charged post appointment.
• You can always utilise your health fund for claiming the consultation charges. If the gap payment after utilising your health fund, is less than the advance amount, we shall refund the same to you during the appointment.
• Please check our website or our Google Business Page for updated clinic timings.