Terms and Conditions

Unfortunately, Terms and Conditions are necessary, they are boring but necessary!

Please read below for the T+C’s of various aspects of Reload Physio

Prepaid Fixed Term Packages and Rehab Programs

By purchasing a fixed term exercise class package or rehab program, including, but not limited to the Reload 6- and 2-week Rehab Programs, Onero 12 week and direct debit packages, you agree to the following terms and conditions:

·         The prepaid package is valid for a fixed duration of time, as specified at the time of purchase. The fixed term will commence on a Monday and finish on a Sunday.

·         If you miss a class, you can make it up in the following week, subject to availability and prior booking.

·         If you have any unused classes at the end of the fixed duration, you can only use them on the week immediately following the end of the term, subject to availability and prior booking. This extra week accounts for any and all Public Holidays that may occur during the fixed term.

·         Any classes that remain unused one week after the end of the term will be forfeited and cannot be refunded.

·         Our usual cancellation policy remains in place, and any breach of the cancellation policy will result in a forfeit of a class from this agreement.

Direct Debit Payments

By signing up for direct debit with our Third-Party provider, currently Ezidebit, you agree to the following terms and conditions for fortnightly class attendance at Reload Physio:

·         You will be charged a one-time new account fee of $2.20 when you first set up your direct debit.

·         You can choose to pay by EFT bank transfer or credit card. EFT bank transfer will incur a 99-cent transaction fee per payment. Credit card payments will incur a 1.99% fee per payment.

·         You are responsible for ensuring that you have sufficient funds in your account to cover the direct debit payments. If your payment is rejected due to lack of funds, you will be charged a $9.90 dishonour fee. You have an optional choice to receive a reminder SMS the day before payment is due to be direct debited. (These fees are set by EziDebit, not Reload Physio.)

·         You can cancel your direct debit at any time by sending a written notice to hello@reload.physio by giving at least 7 days’ notice before your next payment is due. Otherwise, you will be charged for that payment.

·         You can pause your direct debit for 7 or 14 days if you are unable to attend classes for any reason. You must notify hello@reload.physio in writing at least 7 days before the start of the pause period. You will not be charged for the paused period.

·         Your fortnightly payments are based on calendar weeks, starting from Monday, and ending on Sunday, commencing the week after the payment is made. You can attend any Onero or Onero Technique classes within your period during the week up to the maximum of your agreement. One missed class can be made up the following week only.

·         Direct Debits will occur on Friday of the week preceding the term, if the Friday is a Public Holiday, the Direct Debit may not occur until the following Monday.

·         Reload Run Club payments will occur monthly on either the 1st or 15th of the month, whichever is sooner after you choose to sign up.

·        Reload Physio reserves the right to change the fees at any time but will provide you with 14 days’ notice of any changes. You can opt out of the direct debit if you do not agree with the new fees.

Other 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.