Cancellation and no-show policy

Back on Track Sports Physiotherapy is committed to providing high-quality care while respecting the time of our patients and practitioners.

Appointments are reserved specifically for you. Late cancellations and missed appointments often cannot be offered to another patient at short notice.

The following policy applies to all appointments booked with Back on Track Sports Physiotherapy.

1. Booking deposit

1.1 A $30 deposit is required to secure all appointments.

1.2 When you attend your appointment, the deposit will be credited towards your consultation fee.

1.3 If your private health insurance benefit results in the deposit exceeding your remaining out-of-pocket amount, any overpayment will be refunded.

2. Cancelling or rescheduling an appointment

2.1 If you cannot attend your appointment, please notify us as soon as possible by calling (03) 9813 8852, leaving a voicemail, emailing the practice or managing your appointment through our online booking portal.

2.2 The following fees apply to cancellations and rescheduling:

• 24 hours or more notice: No cancellation fee. Your $30 deposit may be transferred to another appointment or refunded.

• Less than 24 hours’ notice: A fee equal to 50% of the scheduled appointment fee may apply.

• Failure to attend: The scheduled appointment fee will be charged in full.

2.3 The $30 deposit forms part of any applicable cancellation or no-show fee. It is not charged in addition to the fee.

2.4 A cancellation received at or after the scheduled appointment time will be treated as a missed appointment.

2.5 If an appointment is booked less than 24 hours in advance, the late cancellation fee will apply if the appointment is subsequently cancelled or rescheduled.

3. Late arrival

3.1 If you arrive late, your appointment will still finish at its scheduled time and the full consultation fee will apply.

3.2 If you arrive too late for the practitioner to provide safe and appropriate treatment within the remaining appointment time, the appointment may be treated as a missed appointment and charged in full.



4. Emergencies and exceptional circumstances

4.1 We understand that genuine emergencies, sudden serious illness and exceptional circumstances can occur. In these situations, the clinic may waive or reduce the fee at its discretion.

4.2 Routine work or family commitments, changes of plans, transport delays and forgetting an appointment will not ordinarily be considered exceptional circumstances.

4.3 Repeated late cancellations or missed appointments may require any outstanding fees to be paid before another appointment can be booked.

5. Insurance and third-party funding

5.1 Cancellation and no-show fees are not treatment fees and are generally not eligible for private health insurance or Medicare rebates.

5.2 For appointments funded by TAC, WorkSafe, NDIS or another third party, the funding body’s cancellation rules may apply. The patient may be responsible for any amount the funding body does not cover.

This policy is in place to respect the time of our practitioners and patients. Late cancellations and missed appointments prevent us from offering that time to another patient who may be waiting for care.