Terms & Conditions

Terms & Conditions

At Proactive Physiotherapy, our goal is to provide every client with the highest standard of care. Listed below are the terms and conditions that allow us to maintain such standards within our practice, and provide equality of services to all patients.

Billing & Accounts

  • It is expected that all fees are paid at time of the consultation.

  • We accept cash, EFTPOS & credit cards (excluding American Express & Diners).

  • If you have private health insurance, please bring your membership card to enable immediate rebate for your convenience.

  • Any outstanding invoices will be sent out by our accounts team for debt collection.

  • We request that any outstanding fees be rectified before attending or booking future appointments.


Booking & Cancellation Policy

  • We require 24 hours’ notice for any appointment cancellations or appointment rescheduling. Failure to provide 24 hours’ notice will incur a 100% fee of the scheduled service fee.

  • To cancel or reschedule your appointment we are contactable on (08) 6202 8282. If the 24 hour window falls outside of our business hours we require notice to be provided by either: detailed voicemail, email, reply to the SMS reminder system or via our websites form enquiry submission.


Late Cancellation/No Show Fees

  • A cancellation or reschedule is considered late when the appointment is changed less than 24 hours before the scheduled appointment time.

  • A no-show is when a patient misses an appointment without providing any notice.

  • Failure to provide 24 hours’ notice or a no-show will incur a 100% fee of the scheduled service fee.

  • This fee reflects that with less than 24 hours’ notice, the clinic is likely unable to fill the appointment slot and has already committed staff and resources to your attendance, including administrative resources. The cancellation fee represents a genuine pre-estimate of the loss suffered by the clinic as a result of the late cancellation or no-show. This fee is also in consideration of our practitioners and other clients

  • These fees apply to all clients including Worker's Comp, ICWA, NDIS & Medicare. Please be aware that Worker’s Comp Insurers, ICWA and Medicare do not cover cancellation fees and you will be personally responsible for covering these.

  • You will also not be able to claim back late cancellation fees on private health insurance or Medicare.

  • We request that any outstanding fees be rectified before attending or booking future appointments.

  • The cancellation policy is outlined in all booking correspondence including automated booking email confirmations, email reminders and SMS reminders.

  • All bookings made online require acceptance of our terms and conditions prior to booking.


Appointment Reminders & Confirmations

  • At the time of booking, automated email confirmations are sent to the email provided to us. These emails contain an appointment cancellation link when rescheduling outside our late cancellation window.

  • 1 day prior to your appointment between 9am-10am AWST, you will receive an email and SMS reminder. We request that you respond “Y” to your SMS reminder confirm attendance or to call (08) 6202 8282 if you need to reschedule. Please note the above cancellation policy is outlined in the reminder and applies.

Referrals

  • Private clients

    • A medical referral is not required to see our practitioners. However if a referral has been provided, please ensure this is provided to the treating health practitioner, to assist in continuity of care.

  • Insurance claims

    • Clients who are eligible for Insurance claims must provide a medical referral before commencing treatment, as part of their claims process. This medical referral must be provided by a general practitioner, sports physician or orthopaedic surgeon.

    • For billing and accounts with third party insurers, we require all insurer claim information to be provided at your initial consultation. Failure to provide the required billing information will result in the patient incurring an out of pocket fee to be personally claimed back from their insurer. If no claim has been approved or is still in dispute, we require all appointments to be paid in full until the claim has been approved.

    • Before commencing treatment, patients must declare that they will be personally liable for all accounts, including those incurred for injuries under workers’ compensation or following a motor vehicle accident, in the event that liability is denied or placed in dispute.

  • Medicare

    • We accept Chronic Condition Management (CCM) Plans obtained through your general practitioner and require your referral to be presented to your appointment.

    • CCM plans allow a Medicare rebate for up to 5 appointments per calendar year for those who are eligible.

    • Appointment fees for Medicare CCM plans are in line with our private appointment fees. There will be an out of pocket gap fee dependant on the amount of benefit by Medicare, which is subject to change. If you wish to find out the current Medicare rebates please see the Medicare Benefits Schedule - Item 10960.

    • When using a Medicare CCM Plan, we cannot claim under Private Health Insurance & vice versa.

Consumer rights

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or any other applicable legislation.