Cancellation Policy
Physio
As we operate on an appointment-based system. “No-shows”, late-comers and late cancellations impact greatly on our ability to provide a high-quality service. We understand that on occasion you may not be able to keep your appointment and request that you let us know as soon as possible, preferably allowing 24 hours’ notice. At a minimum, we require 12 hours’ notice. If less than 12 hours’ notice is given, we reserve the right to charge a late cancellation fee of $50. This fee does not attract a health insurance rebate.
Group Sessions and Classes
We understand that on occasion you may need to cancel or change you class booking. We request that you let us know as soon as possible, preferably allowing 24 hours’ notice. At a minimum, we require 12 hours’ notice. If less than 12 hours’ notice is given, you will forfeit that class/GES credit. This fee does not attract a health insurance rebate.
Exceptions may be made for immediate emergencies only (eg. medical events) at the clinic’s discretion. This does not include last minute work commitments, family commitments, change of plans, forgetfulness, etc. Please remember that you may be depriving someone else the opportunity to improve their health as many of our classes are at capacity.
Refund Policy
Unused classes/GESs will not be refunded unless you have a medical reason with a supporting Doctor’s letter. Expiry dates are strictly adhered to, and any classes not used in the timeframe allocated will be forfeited.
We may provide exceptions on a case by case basis. Please feel free to speak to our friendly team if you need assistance.
Privacy Policy
We are committed to safeguarding your privacy. We collect personal information such as your name, contact details, health history, treatment records, and payment information to provide you with the best care. Additionally, we may use AI technology for efficient note-taking during your treatments which we will always ask your consent for prior to every session. Your personal information is used to manage your treatments, process payments and claims, contact you about appointments, and improve our services.
We may share your information with other healthcare providers (with your consent), health insurers for claims processing, or legal authorities if required by law. Rest assured, we take strong precautions to protect your data, including securely storing AI-generated notes, which are only accessible to our team.
You have the right to request access to or updates to your personal information at any time. For further inquiries or to exercise your rights, please contact us. If you visit our website, we may use cookies to enhance your experience, but these do not identify you personally. We may update this privacy policy from time to time, and any changes will be posted on our website.
If you have any questions or concerns, please contact us on 8339 3188 or email stirling@pilatesproactive.com.au.