At Piara Waters Physiotherapy & Massage, we are committed to providing high‑quality, hands‑on care to our community. To ensure fair access to appointments and respect the time of both clients and practitioners, we have the following cancellation and no‑show policy.
Why This Policy Exists
Your appointment time is reserved exclusively for you. Late cancellations and missed appointments limit our ability to offer care to other clients who may be waiting for treatment. This policy helps us maintain smooth clinic operations and provide consistent, reliable service to everyone.
1. Appointment Reminders
We send automated reminders via SMS and/or email before your appointment.
These reminders are a courtesy only — clients remain responsible for keeping track of their appointments.
2. Cancellation Policy
We require a minimum of 24 hours’ notice to cancel or reschedule an appointment.
Same‑Day Cancellations
- Full appointment fee applies.
- You may reschedule within 48 hours at no extra cost.
- This applies to all sessions, including insurance and Medicare claim appointments.
If You Can’t Reschedule Within 48 Hours
- A 50% payment is required.
- You will receive 50% off your next session as a courtesy.
Monday Appointments
- Must be cancelled by 1:00 PM Saturday.
- Later cancellations are treated as same‑day cancellations.
3. No‑Show Policy
A no‑show is when a client:
- Does not attend their appointment, and
- Does not contact the clinic before the appointment start time
No‑show fee: up to 100% of the appointment cost.
4. Running Late
If you arrive late, your session may be shortened to avoid impacting the next client.
The full appointment fee still applies.
If you are more than 10 minutes late, your practitioner may not be able to proceed with the session, and the appointment may be treated as a no‑show.
5. Exceptional Circumstances
We understand that life happens.
Exceptional circumstances will be reviewed compassionately by our Practice Manager.
6. How to Cancel or Reschedule
You can cancel or reschedule by:
- Calling the clinic
- Leaving a voicemail
- Replying to your SMS reminder
- Using your online booking link (if applicable)
Messages must be received at least 24 hours before your appointment.
7. Prepaid Sessions & Packages
If you have prepaid sessions, a late cancellation or no‑show will result in forfeiture of that session.
8. Third‑Party Payers (Medicare Care plans, ICWA, Workers’ Compensation, Insurance)
Where applicable, cancellation fees may be charged directly to the client if the funding body does not cover missed appointments.
9. Agreement to This Policy
By booking an appointment with Piara Waters Physiotherapy & Massage, you agree to the terms of this Cancellation & No‑Show Policy.
Thank you
Thank you for your understanding and support.
Please let us know if you have any questions — we’re here to help.