Cancellation Policy

1. Introduction

At Heart & Lung Physio, we are dedicated to providing exceptional care to our clients. To ensure efficient scheduling and the best service for all, we have established this cancellation policy.

2. Booking Process

Clients can book appointments through the following methods: 

• Visiting our website www.heartandlungphysio.com.au and completing the “Request an Appointment” form.
• Calling us on (+61) 0493 838 087. 
• Emailing us at admin@heartandlungphysio.com.au

3. Cancellation Notice Period

A minimum of 48 hours’ notice is required for appointment cancellations or rescheduling.

4. Cancellation Fees

Appointments cancelled or rescheduled with less than 48 hours’ notice may be subject to a cancellation fee of 50% of the consultation fee.

5. No-Show Policy

Clients who do not show up for their appointments without prior notice will be charged the full consultation fee. 

6. Late Arrival

Clients who arrive more than 10 minutes late for their appointment, may need to reschedule their session to avoid delays for other clients. In such cases:

• Clients may be charged the full consultation fee, even if the appointment is cut short or rescheduled due to their late arrival.
• Every effort will be made to accommodate the rescheduled appointment at the earliest available time.

7. Payment Information

Cancellation fees and no-show fees will be charged to the payment method on file. In cases where no payment details are on file or the payment method is declined, clients will receive an invoice for the outstanding amount.

Payment for the invoice must be made within 14 days of the invoice date. Failure to settle the invoice within this timeframe may result in additional administrative fees and collection efforts.

8. Exceptions

We understand that emergencies and unforeseen circumstances can arise. Clients should contact us as soon as possible to discuss their situation.

9. Covid-19 Exceptions

In light of the ongoing COVID-19 pandemic, the following exceptions apply:

• COVID-19 Symptoms or Exposure: If clients or a member of their household develop COVID-19 symptoms or have been exposed to someone with a confirmed case of COVID-19, they should contact us immediately to reschedule their appointment. No cancellation fees will be incurred for COVID-19-related cancellations or rescheduling within the 48-hour notice period.
• Isolation or Quarantine: If clients are required to isolate or quarantine due to a public health order or medical recommendation, they should inform us as soon as possible. We will work with them to reschedule their appointment, and no cancellation fees will apply.
• Travel Restrictions: If government-imposed travel restrictions prevent clients from attending their scheduled appointment, they should notify us in advance. We will accommodate the situation by rescheduling the appointment, and no cancellation fees will be incurred.
• Business Closure: In the event that Heart & Lung Physio is required to temporarily close due to COVID-19-related reasons, all affected appointments will be rescheduled, and no cancellation fees will be charged.

10. Rescheduling

Clients can reschedule appointments within the 48-hour notice period without incurring a cancellation fee.

11. Contact Information

To cancel or reschedule appointments, clients should use one of the following methods:

• Calling us on (+61) 0493 838 087
• Emailing us at admin@heartandlungphysio.com.au

12. Privacy And Data Protection

We are committed to protecting your privacy. Clients may review our privacy policy for information on how their data is handled. 

13. Policy Review And Changes

Heart & Lung Physio reserves the right to review and update this cancellation policy as needed. Clients will be informed of any changes in advance. 

14. Australian Business Number (Abn)

Our ABN is 70 669 839 856

15. Legal Compliance

This cancellation policy complies with all relevant local and national laws and regulations, including the Australian Consumer Law (ACL). 

16. Consequences Of Non-Complaince

Repeated violation of this cancellation policy may result in the refusal to schedule future appointments. 

By booking an appointment with Heart & Lung Physio, clients acknowledge that they have read and understood this cancellation policy. 

This Cancellation Policy was last updated on 01/10/2023.