When you book, we set aside your physiotherapist’s time just for you. If you can’t attend, please tell us as early as possible so we can offer that time to someone who is waiting for care.
KEEP it: attend as planned.
MOVE it: reschedule with 2 clear business days’ notice.
RELEASE it: cancel early so someone else can have your time.
This policy forms part of the Bowen Physiotherapy Client Terms you agree to when you book.
How much notice?
Please give at least 2 clear business days’ notice to cancel or reschedule. Please let us know by 4pm on the day shown below, so we have time to offer your appointment to someone else. Weekends and public holidays don’t count.
| Appointment day | Cancel or move by 4pm on |
|---|---|
| Monday | the previous Wednesday |
| Tuesday | the previous Thursday |
| Wednesday | the previous Friday |
| Thursday (incl. Collinsville) | Monday |
| Friday | Tuesday |
How to tell us (any time, day or night)
- Online, using the link in your booking confirmation (online changes close 72 hours before your appointment; after that, message or call us and it still counts)
- Reply to your reminder SMS, or email info@bowenphysio.com.au
- Phone 07 4786 2640 (reception 9:30am–2pm), or leave a voicemail outside those hours
You don’t need to speak to anyone: a voicemail, SMS or email sent to us by 4pm on that day counts.
Paying for your appointment
Your appointment is paid on the day of service, using the card you store with us when you book or when you first arrive. If you’re eligible, we’ll claim your Medicare or health fund rebate for you. You’ll receive a receipt each time your card is charged.
Your card is stored securely by our payment provider, Stripe; our staff never see your full card number. By storing a card, you authorise us to charge it as set out in this policy. If the card belongs to someone else (for example a parent, partner or employer), the cardholder must agree to these terms in writing. To update or remove your card, contact reception; removing it doesn’t cancel amounts already owed, which are then invoiced and must be paid before your next appointment. We don’t use debt collectors.
Late changes and missed appointments
If you cancel or move your appointment after the deadline, or don’t attend, your appointment is still charged at 100% of your scheduled appointment fee. This is your standard fee, shown when you book online and confirmed by reception if you book by phone or at the desk.
Moving an appointment after the deadline counts as a late cancellation, even if you rebook straight away, because the original time can’t be offered to someone else. Appointments booked inside the notice period can be cancelled without charge, but are charged if you don’t attend. Reminders are a courtesy; you remain responsible for remembering your appointment.
When we won’t charge, and refunds
- If our error means you weren’t correctly told your appointment date or time
- If we have to cancel or move your appointment
If something unavoidable happens. If something genuinely unavoidable stops you attending (for example a bereavement, an emergency, sudden illness or a road closure), let us know as soon as you can. If we’re able to give your appointment time to another client, we’ll refund or credit the fee. If the time can’t be filled, the charge stands, because the time was set aside for you.
Running late?
Your session still ends at its scheduled time and the full fee applies. We’ll still see you if you arrive within 15 minutes for a follow-up, or within 10 minutes for an initial consultation or group class. After that it counts as a missed appointment and we’ll rebook you. Group classes follow the same rules as individual appointments.
Funded appointments
Appointments you attend are billed to your funder as usual. Late-cancellation and missed-appointment fees can’t be claimed from Medicare, private health, WorkCover, DVA or most other third-party payers (such as home care package providers), so you pay them yourself. For NDIS participants, these fees are claimed from your plan in accordance with the current NDIS pricing arrangements and your Service Agreement, and your stored card is used only for amounts your plan can’t pay.
Working together
If attending keeps getting hard, we’ll talk with you about a different time, telehealth, or booking one session at a time. If a disability, health condition or communication difficulty makes managing appointments hard, tell us so we can help.
Switching to telehealth. If you can’t come in but could still do your session by phone or video at the same time, contact us as early as possible. Your physiotherapist will confirm whether it’s clinically suitable and, for video, we’ll send you a link. If we can arrange it, it’s a change of format, not a cancellation, and no cancellation fee applies; if we can’t arrange it in time, the usual rules apply. If we can’t reach you at the appointment time, it counts as a missed appointment. Funders may not cover telehealth in the same way (phone sessions often aren’t claimable), so you may need to pay some or all of the fee yourself.
Our commitment to you: we’ll do our best to run on time. If we have to change your appointment, we’ll tell you as early as possible and rebook you first.
Think we’ve made a mistake? If you believe you’ve been charged in error, please contact us. We’ll look into it promptly, and if we’ve made a mistake, we’ll refund it. Raising a concern will never affect your care.
KEEP it. MOVE it. RELEASE it.