Cancellation Policy

MotionMate Training values your time and the time reserved for your appointment. As a mobile and online physiotherapy service, late cancellations significantly impact the ability to offer appointments to other clients. For this reason, we require adequate notice for any changes.

Notice period

We require a minimum of 2 business days’ notice to cancel or reschedule an appointment.

  • “Business days” exclude weekends and public holidays

  • Notice must be provided via SMS, phone call, or email

Private clients

Cancellations with sufficient notice

  • Appointments cancelled or rescheduled with at least 2 business days’ notice will not incur a fee.

Late cancellations or non-attendance

  • Cancellations made with less than 2 business days’ notice, or failure to attend a scheduled appointment, may be charged up to 100% of the session fee.

  • This includes situations where access to the agreed location is not available at the scheduled time.

Exceptional circumstances

We understand that unforeseen circumstances can occur. Where appropriate, MotionMate Training may consider waiving fees at its discretion (e.g. sudden illness or emergencies). Supporting documentation may be requested.

NDIS participants

Cancellations with sufficient notice

  • Appointments cancelled or rescheduled with at least 2 business days’ notice will not be charged.

Short-notice cancellations

  • Cancellations made with less than 2 business days’ notice, or non-attendance, may be charged in line with the NDIS Pricing Arrangements and Price Limits as a short-notice cancellation.

  • Charges may be claimed from your NDIS plan where:

    • The appointment was scheduled and confirmed, and

    • MotionMate Training was unable to fill the appointment with another participant

Who is billed

  • Plan-managed participants: the invoice will be sent to your Plan Manager

  • Self-managed participants: the invoice will be sent directly to you

Exceptions

In line with NDIS guidelines, cancellation fees will not be charged where:

  • The cancellation is due to reasons outside the participant’s control, or

  • The provider is able to fill the cancelled appointment

How to cancel or reschedule

To cancel or reschedule an appointment, please contact us as soon as possible via:

  • Phone or SMS: (+61) 437 877 553

  • Email: chad.mclean@motionmatetraining.com.au

Providing early notice helps us support other clients and manage our service sustainably.