Change of Appointment / Cancellation / Non-Attendance Policy
In fairness to everyone wanting our help with an appointment, we have a ‘Change of Appointment / Cancellation / Non-attendance Policy’ requiring you to notify us if you need a change to your appointment by no later than 9.30am on the day prior to your appointment.
For Monday appointments, you need to notify us by no later than 2pm on the Saturday prior to your appointment.
For our Physio BeActive Sessions, Pre/Post Natal Pilates and Fitness Pilates class attendance, & Strength & Conditioning classes we require a minimum of 48hrs notice of change / cancellation of your appointment.
If you need to change your appointment, we politely request you call us on 07 55006470 to reschedule as we do not always receive sms replies.
The Fee for a change of appointment after 9.30am on the day prior to your scheduled appointment/ after 2pm Saturday, or within 48hrs for BeActive & Pilates & S&C sessions is:
• Standard Appointments: $40*
• Small Group BeActive / Pilates / S&C classes: $25*
Should you not show for your appointment (non-attendance), you will be charged the full fee schedule for your non-attendance. On paying this full fee you may request that your Therapist uses your paid time to create a useful resource for you (this may be useful stretches, area’s to focus on for self massage, trigger-point, education or referrals).
Workers compensation, Third-Party Payees & Veterans Affairs (DVA) clients please note: As your Insurer or Government Department does not cover cancellation fees, this policy continues to apply to you personally. Any cancellation fee will therefore be billed to you directly in accordance with this policy.
*We retain the right for these fees to be debited from your any Pack Credits you may have with us.
Our usual process of appointment reminders:
➡️on booking, you will get an email with confirmation of your booking. We encourage to check the details of this appointment are correct and add it to your calendar.
➡️3days prior to your appointment, you will receive an email reminder
➡️2days prior to the day of your appointment, you will receive an SMS confirming date, time, Therapist and location. This sms asks for you to reply “YES” (or we can also recognise almost any version of yes like “y”, “yeah”, “yep” or “ok” 😀).
➡️➡️We need you to reply to confirm you are attending your appointment by 9.30am the day prior to your appointment- or your appointment will be cancelled from the diary to allow someone else to access our help.
➡️If you need to change your appointment, we ask for you to call us on <<BusinessPhone>> (or send an email to <<BusinessEmail>>) BEFORE 9.30am on the day PRIOR to your appointment to avoid a late Change of Appointment fee of $40 (or failure to attend will cost you the full appointment fee which no-one wants!)
👉In summary, You will receive an sms reminder 2days prior to your appointment and you will have over 24hrs to reply “yes” to your confirm.
If we do not receive a confirmation from you, we will try calling you- and if we cannot get in touch, your appointment will be cancelled from the diary.
👌Of course, if you don’t want an sms reminder, just let us know and we can set you up to have only email reminders, or a phone call reminder, or no reminders at all (and yep, we do have some of you who don’t need a reminder because you obviously have great memories, or a great diary, or are so reliable that you just always know when to attend! If this is you, WE LOVE YOU! 💙💛)
We Thank You for your on-going custom & consideration to this policy when making your appointments.
