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Our Cancellation Policy

How we manage cancellations

Life happens

We understand that sometimes you need to cancel an appointment.

How to cancel an appointment

If you need to change or cancel an appointment, we ask that you provide two business days’ notice and let us know within regular business hours. For example, if your appointment is at 9am on a Monday, you need to let us know by 9am the Thursday before.

To cancel or change an appointment, please call our Customer Experience Team on 1300 135 373 during business hours. Please do not contact your therapist directly, as they may not receive your message in time.

If you miss an appointment or cancel within two business days, we will charge you the full cost of your appointment. This includes travel.

If you cancel often, we will discuss your therapy services and goals, and what help you might need to attend appointments. If we can’t find a solution then we may decide to stop services until you are able to attend your appointments.

If your therapist needs to cancel an appointment we will do our best to reschedule.

Please note: We require five business days’ notice to cancel or change:

  • Appointments in rural or remote areas
  • Appointments for specialised services in regional areas