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Our goal is to provide quality health care to all our patients in a timely manner. No-shows, late arrivals, and cancellations inconvenience our Exercise Physiologists and other patients. We appreciate your understanding and support so we can continue to offer a fantastic necessary service to our clientele. 

 

Appointment Cancellation

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If a cancellation is necessary, we require that you call at least 24 hours in advance from the time of your appointment on 0481 569 390. ​ If necessary, leave a detailed voicemail or text message, and we will call you back as soon as possible.

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In order to be respectful of your fellow Exercise Physiologists, please call Survivor Physiology as soon as possible as our appointments are in high demand, and your advanced notice will allow another patient access to that appointment time.

 

Late Cancellations

 

A cancellation is considered late when the appointment is cancelled less than 24 hours before the appointed time.

Failure to provide greater than 24 hours' notice of appointment cancellation will result in full payment of the service fee. However, the patient may be able to book a makeup session within the fortnight without incurring any additional cost.

 

Late Arrivals

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At Survival Physiology, we aim to run on time. Therefore, unfortunately, if you arrive late to your appointment, the original start and finish time of your scheduled appointment will remain the same. However, if appropriate, the Exercise Physiologist may prescribe you additional exercises to do before leaving the clinic.

 

No-Shows

 

A no-show is when a patient misses an appointment without cancelling. In this case, we will charge the patient the full payment of the service fee. However, extenuating circumstances will always be considered by Survivor Physiology.

 

Group Class Cancellation Policy

 

Our classes have limited spots, and many of our classes sell out. For this reason, we request that you cancel at least 24 hours before your scheduled class. This will allow us to offer your spot to another patient before the commencement of the class. Call or text us on 0481 569 390 to cancel.

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If you have purchased a class session pass and do not cancel within 8 hours prior to the commencement of that class you will be charged the full session price and it will be removed off your pass.

 

For example you paid for 10x sessions and didn't cancel within 8 hours 1x session will be removed from your pass.  

 

Refunds

 

We do not provide refunds, transfers or pass extensions due to change of mind, user error, change of address, unsuitability, or any other reason.

Class passes are to be utilised within the expiry time frame associated for each pack. In the event of illness, injury, surgery or birth passes are eligible to be paused until you are able to return to your usual exercise. 

 

Reminders

 

Text messages and email reminders are sent in advance to patients confirming scheduled appointments to ensure there is no confusion with bookings. 

 

Gift Vouchers

 

Gift vouchers purchased from Survivor Physiology are to be used for the service description on the voucher, or specified dollar amount. Vouchers are not redeemable for cash. Vouchers cannot be transferred or refunded. 

 

Duty of Care

 

As health practitioners we have a duty of care to our clients to ensure they are safe while exercising at Survivor Physiology. Practitioners make recommendations for client safety based on clinical reasoning and judgement, we ask that these recommendations are respected and taken into consideration. Survivor Physiology reserves the right to request a client to leave the premises if they fail to do so.