Policy
Notice, lateness and claims.
Three things worth knowing before your appointment, written the way we would explain them on the phone.
Changing or cancelling
24 hours' notice.
We ask for at least 24 hours' notice to change or cancel a booking. A cancellation inside that window, or a missed appointment with no notice, is charged at half the session price, because that slot could usually have gone to someone on our waitlist.
Exceptions we use judgement on
- Genuine same-day illness, told to us as soon as you know
- An emergency on your end that stops you attending
- Our own scheduling error, which is never charged to you
Running late
We hold your slot for ten minutes.
Call ahead if you can, so Dean can let your therapist know. After ten minutes, your session is shortened to protect the next client's appointment time, and the full session fee still applies for the time booked.
If you know in advance you will be more than ten minutes late, ring and we will usually be able to shift you into a later slot the same day instead.
Claims
How a HICAPS claim is processed.
You pay the full session price at the desk. Dean processes the claim on the HICAPS terminal using your health fund card, and the rebate your policy allows is refunded direct to that card, usually within a few business days. We cannot tell you the amount in advance, only that the claim goes in before you leave.
In short
- Pay in full at the desk
- Card tapped on the HICAPS terminal
- Claim lodged electronically before you leave
- Rebate refunded by your fund, days later
Related questions
What is your cancellation policy?
Can you claim HICAPS on the spot?
What if I am running late?
Any questions
Ring before you book.
Dean can talk you through any of this in under a minute.