Here at Sarah’s Physio To Go, our team values and supports the health and wellbeing of our community, both our clients and our therapists along with your time and ours. Our cancellation policy was introduced to respect and prioritise both your time and our therapist’s time to maintain an effective working environment where we can keep helping people towards their goals in the most efficient and productive way we can.

Our team understands that things come up and you may need to cancel your appointment. We simply ask that you notify us as soon as possible and no less than the day prior to your scheduled appointment.

We are predominantly a mobile service team and with that there is extra time, resources and planning involved to ensure that everyone receives the most convenient, gold standard quality of care within their home. Our team always aims to promote continuity and consistency of patient care the best that we can.

The following applies:

Cancellations – Private Clients:

• More than 24 hours notice, you will not be charged any cancellation fees.
• Within 24 hours of your appointment & the day prior to your appointment, you may be charged a $50.00 cancellation fee.
• ON the day of your appointment, there will be a full consultation fee charged to you.
• If you reschedule your appointment at the time of the call of cancellation that is within the next week at the availability of our physiotherapists, our team is happy to waive the full cancellation fee

Cancellations – NDIS Clients:

• Those who are covered under the National Disability Insurance Scheme (NDIS) must give a minimum of 2 business days (48 hours) notice to avoid cancellation fees
• This policy is adopted by the NDIS Price Guidelines which can be found online

No Show appointments:

• If you do not ‘show up’ for your appointment at all, there will be a full consultation fee charged to you. This means, we arrive at your home or meeting place and you are not home, the therapist will try to contact you and your supporting contacts and if there is no contact made you will be charged the full fee and the therapist will leave your premises after 15 minutes with NO Contact
• If you are able to be contacted within the first 15 minutes, the therapist will wait for you to arrive and you will be able to have the remainder of the allotted time for your session (refer to running late process).

Running Late:

• If you are running late for your appointment, depending on your therapist’s availability, you may be only able to receive the outstanding time of your appointment for treatment. This is in an effort not to inconvenience other clients waiting to be seen. If the physiotherapist’s time schedule allows, you may be able to have the full time of your consultation

Regional appointments:

• A 48 hour cancellation policy has been adopted due to the additional time allocation required for regional home consultation

*Note:

• Cancellation fees may need to be paid in full privately; some insurances and third parties don’t pay these fees. Check with your personal insurance company if unsure.
• There will be a complimentary reminder text message sent directly to your provided phone number
• There may be an exception in the case of an emergency or sudden illness symptoms. Sarah’s Physio To Go may waive this fee in rare extenuating circumstances. This will be at the discretion of the company.
• Sarah’s Physio To Go reserves the right to request prepayment before an appointment for those who are frequently absent or repeatedly late to cancel appointments.

Sarah’s Physio To Go’s cancellation policy respects and supports the time commitment of both our clients and our physiotherapists. Furthermore, this is to assist our team of health professionals able to keep providing our gold standard service. We hope you understand our
intended expectations.

If you have any questions, please don’t hesitate to contact our team on 0428 880 197 or alternatively email office@sarahsphysiotogo.com