Legal

Booking, Deposit & Cancellation Policy

The terms you accept when you book an appointment with us.

Version 1.0 · Effective 17 August 2026

1. 1. Definitions

   • We, us, our — Power Physiotherapy.
   • You — the person receiving treatment, or the person responsible for booking it.
   • Appointment — a session reserved in your name at a specific time.
   • Session fee — the fee for the appointment type booked, told to you before you book.
   • Deposit — an amount paid to confirm a booking, credited against the session fee.
   • Notice period — the 24 hours immediately before your appointment start time.

2. 2. Booking and deposits

   A deposit confirms your booking. It is credited in full against your session fee.

   Deposits are arranged directly with the clinic when your booking is confirmed. You will not be asked for card details through this website.

   Cancel or move your appointment before the notice period begins and your deposit is refunded in full, or carried to the new time — whichever you prefer.

3. 3. Changing or cancelling an appointment

   You may move or cancel an appointment at any time before the notice period begins, as often as you need to, at no charge. We would always rather you moved an appointment than pushed through one that is not going to help you.

   To cancel or move, reply to your confirmation, or email [email protected]. The notice period is measured from the time we receive your message to your appointment start time.

4. 4. Late cancellation and non-attendance fee

   If you cancel within the notice period, or do not attend, a fee of 50% of the session fee applies.

   This fee is a genuine pre-estimate of the loss we suffer when an appointment is given up too late to offer to someone else. It is not a penalty, and it is not a charge for treatment: no treatment was provided. The estimate reflects that the practitioner’s time is reserved for you alone and, inside the notice period, is very unlikely to be filled.

   Any deposit held is applied to the fee, and any balance is refunded to you.

5. 5. When the fee is not charged

   We exercise a discretion, in good faith, not to charge the fee where the reason was outside your reasonable control. That includes, without limiting it:

   • sudden illness or injury, yours or someone you care for;
   • hospital admission;
   • bereavement or a family emergency;
   • failure of transport, or of care or support you depend on to attend;
   • any other circumstance that meant the appointment was not reasonably yours to keep.

   You do not need to provide documentation. Tell us what happened and we will take you at your word.

   The fee is also not charged where we cancel or reschedule your appointment, where the practitioner was running so late that the session could not go ahead as booked, or where we are able to fill the appointment time with another patient.

6. 6. How the policy is applied

   1. Disclosed at booking. This policy is shown and accepted when you book. We record which version you accepted and when.
   2. Reminded before. You receive a reminder ahead of your appointment with the time and a direct way to move or cancel it in one step.
   3. Reviewed by a person. Nothing is charged automatically. Every late cancellation and non-attendance is reviewed against clause 5 before any fee is raised.
   4. You are contacted first. If a fee is going to apply, we contact you before it is raised, tell you why, and give you the chance to explain.
   5. Invoiced, not deducted. Where a fee stands it is invoiced, and the invoice states the appointment, the notice given, and the version of this policy you accepted.
   6. You can dispute it. Reply to the invoice and it is re-reviewed by the principal physiotherapist. We put the outcome in writing.

7. 7. What this fee is not charged to

   A cancellation fee is always a private charge. It is not billed to your health fund, WorkCover, the TAC, an NDIS plan, or any other funder. Funders do not pay for appointments that did not happen, and billing one for a cancellation would be a false claim.

8. 8. First appointments

   If this is your first appointment with us and something goes wrong on the day, tell us. First bookings are treated generously — we would rather meet you late than not at all.

9. 9. Your rights under the Australian Consumer Law

   Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law, including the consumer guarantees. Those guarantees cannot be contracted out of, and this policy does not attempt to. Where any term of this policy would be unlawful or unenforceable, it applies only to the extent it lawfully can, and the rest of the policy continues to apply.

Questions about this document: [email protected].