Cancellation and No-Show Policy

At Reload, we prioritize our community's health and wellbeing while also valuing everyone's time.

To efficiently serve more clients, we need to run our practice smoothly. Therefore, we have a cancellation policy to respect our clients' and physiotherapists' time.

To provide undivided attention to each client, we require reasonable notice for cancellations or rescheduling appointments. Failing to provide sufficient notice may result in a cancellation fee.

New patients are asked to arrive five minutes early to complete any necessary forms.

Individual Consultations

*Including Private appointments and those funded by Workcover, TAC, and Medicare (EPC).

All clients must provide our administration team with at least 6 hours notice if unable to attend their scheduled appointment. If you are absent from your appointment or allow fewer than the required 6 hours notice, 50 % of the Consultation fee will apply — except in the case of emergency, illness, and Covid symptoms.

Group Classes

All participants must provide at least 2 hours notice if unable to attend their scheduled class. If you miss a class or fail to provide the required 2 hours notice, the full-service fee (the standard rate of one class) will apply for that session.

Packages

All packages have an expiry date of 12 months from the time of purchase: please get in contact with us at least one month before the deadline if you need an extension. 

Unused and unexpired packages can be transferred to credit for another service: a standard physiotherapy consultation or a different type of class — which you can then utilise according to the number of sessions remaining in your package, within 12 months of the purchase date. Please understand that if you require a refund, a Cancellation fee (20 % of the package price) will apply. We ask that you speak to a member of our administration team who can verify your request with the manager.

Terms and Conditions

  • We reserve the right to request pre-payment on arrival or before an appointment for those who are frequently absent/repeatedly late to cancel.

  • In extreme cases, continued dismissal of our attendance policy may result in a client being unable to make future appointments at Reload. We hope to avoid this as much as possible, but it is our opinion that a client-physio relationship must demonstrate mutual respect.

  • In most cases, Workcover insurance companies, as well as TAC, Medicare, and other third parties will not pay for late cancellation fees.

  • Exceptions may be made for immediate emergencies only, (eg. medical emergencies, car breaking down on the way), at the clinic’s discretion. This does not include last minute work commitments, family commitments, change of plans, forgetfulness, etc.

  • Please do not rely on SMS reminders - they are a complimentary service and are not fool proof.  We consider it your responsibility alone to remember your appointment (please feel free to ask for an appointment card if needed).

For more information, call us on 9386 4142 or chat with our administration team at reception.