How much notice we need, what happens if you cannot make it, and how to let us know.
We understand that plans can change. To help us manage appointments fairly and ensure appointment times remain available for clients who need care, the following cancellation notice periods apply.
Providing sufficient notice when cancelling or rescheduling is important. It gives our team enough time to contact clients on our waiting list and offer the appointment to someone else who may be waiting for care. Late cancellations and no-shows often leave us unable to fill the appointment at short notice.
1:1 Appointments
A minimum of 24 hours’ notice is required to cancel or reschedule all one-to-one appointments.
Clinical Classes
A minimum of 12 hours’ notice is required to cancel or reschedule a Clinical Class booking.
NDIS Appointments
A minimum of 48 hours’ notice is required to cancel or reschedule NDIS appointments.
Late Cancellations & No-Shows
If you cancel with less than the required notice or do not attend your scheduled appointment or class:
The applicable session fee may be charged in full.
For prepaid Clinical Class packs, the session may be deducted from your pack.
Where your treatment is funded by a third party (such as WorkCover, CTP, DVA, Medicare or another insurer/funder), late cancellation and non-attendance fees are generally not covered by the third party. Where the funder does not cover the fee, you will be responsible for payment of the applicable cancellation or non-attendance fee.
Where a third-party funding arrangement permits cancellation fees to be charged to the funder, the applicable funding rules will apply.
We understand that genuine emergencies and unexpected circumstances can occur. These circumstances may be considered by Vitalis Physiotherapy on a case-by-case basis.
Repeated Late Cancellations or No-Shows
Regular attendance is important for continuity of care and also allows us to provide appointments to other clients who need treatment.
Where there is a pattern of repeated late cancellations or non-attendance, we may discuss this with you and review whether we are able to continue reserving appointments for you.
In cases of ongoing or repeated late cancellations or no-shows, Vitalis Physiotherapy may discontinue or discharge a client from ongoing care, where clinically and professionally appropriate.
How to Cancel or Reschedule
Please contact us as soon as possible if you need to change your booking:
Thank you for providing as much notice as possible. Your consideration helps us offer cancelled appointments to clients on our waiting list and provide timely care to as many people as possible.
