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Cancellation & Payments Policy

We understand that sometimes clients need to cancel an appointment. Please notify us as soon as possible and a give a minimum of 24 hours before your scheduled appointment on business days only Monday to Friday (8am-5pm). If you have an appointment on Monday, you are required to give notice the Friday before.

1. If your appointment can be rescheduled to a different time on the SAME DAY, no fee will be charged.

2. If More Than 24 Hours’ Notice : For all clients who give more than 24 hours’ notice that you cannot make your appointment, you may either cancel or rescheduled to a suitable time.

3. If Less Than 24 Hours’ Notice or Same Day Cancellation : For all clients who give less than 24 hours’ notice that you will not be able to make an appointment, $40 fee will be charged.

4. No Communication and Missed Appointments : For all clients who miss an appointment with no prior communication, 50% of the scheduled appointment fee will be charged. Payment is required prior to rebooking. Missed appointments or appointments not cancelled in an appropriate amount of time are a lost opportunity for us to schedule our time well and help other clients. Only in extenuating circumstances may a session be waivered. We please ask that you make every effort to keep your scheduled appointment.

NDIS and Home Care Package Missed Appointments

All NDIS and Aged Care are required to provide 2 business days’ notice of cancellation or will be charged full amount for the scheduled appointment.

Payment Terms Policy

Our practitioners charge the fees that reflect the time taken and degree of complexity in each consultation. Individual practitioners may choose to vary the amount charge accordingly.

Please Note:

  1. Payment is required on the day of treatment unless otherwise arranged.
  2. We accept a range of payment methods including Cash, EFTPOS and Credit Cards (Mastercard, Visa) accepted. No fee is charged for credit card use. AMEX cards are not accepted.
  3. If possible, private health insurance claims are processed on the spot.
  4. For payments of additional services: Online or over the phone payments can be made.

If your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs incurred as if the debt were collected in full, including legal demand costs and the cost of retaining that debt collection agency and/or law firm.

For Self-managed Participants, Account settlement is required immediately following in-clinic appointments. For home consultations Payments are required 7 days from invoiced receipt.

Payment within this timeframe ensures that services and products continue to be available and that treatment is not disrupted. Some services and products will not be provided if payment terms are not met, and we reserve the right to cancel upcoming appointments until payments made in full or up to date.

Travel Expense Policy:

All NDIS participants and aged care clients are required to give a minimum of two business days’ notice for appointment cancellations or reschedules. Cancellation or reschedules within five business days will be charged the full cost of time allotted to the appointment. FHCARE charges up to a maximum of 30 minutes per journey, and is calculated via distance between a participant’s home and the nearest clinic. Travel is billed at the practitioner’s standard rate and does not include the cost per kilometre. If there are multiple participants in your area, the total travel time is divided among. Travel fees may change in accordance with NDIS guidelines.

Non-standard appointments or community consultations where the participant is required to meet the practitioner at a different location, such as school, childcare or for an assistive technology trial will have a billable travel time of 30 minutes each way.

Non–Contact Hours Billable:

Time spent on non-face-to-face activities may be billed by our practitioners. Non-contact hours that assist the participant’s planning or progression of services may include: client care note taking, noting outcomes for functional assessments, sensory profile forms and skills and development forms, therapy planning, any phone and email communications with other service providers and writing progress reports for co-workers and other providers.