Bodytrack Cancellation Policy 

Attendance at your sessions is vital for you to achieve your goals. At Bodytrack we are dedicated to helping you to achieve your goals and we take the time to prepare for each session. Late cancellation by clients results in an inconvenience to both the Exercise Physiologist and other clients.

1. Late arrival: All sessions will commence and conclude as scheduled. Late arrival for a session will result in a shorter session as the session must finish on time.
2. Non-attendance:
   A minimum notice of 24 hours is required for appointment changes or cancellations to waive the full cost of your appointment.  This allows us to maintain a sustainable practice and for other clients on our waitlist to take the appointment time. For after-hours cancellations, please leave a message on our answering machine or send an email to info@bodytrack.com.au as this will allow us to log  our communication. Please note, all communications are time-stamped.

• Initially offer our Telehealth option if feasible or
• Endeavour to reschedule your appointment to be in the clinic at a later date

Payment and packs

• We require that all accounts are paid in full at the time of the appointment or prepaid with a value pack, unless an existing agreement is in place with a funding organisation (eg. DVA, WorkCover, NDIS).
• It is the responsibility of the client to ensure that they have the approval of any organisation funding their services prior to attending their appointment. Any services which have been attended without approved funding will be reissued to the client for payment.
• We reserve the right to cancel appointments until outstanding accounts are paid in full.
• All prepaid packs are non-refundable and remain valid for 12 months from the date of purchase

Cancellation Policy FAQ’s

I forgot I had an appointment. How can I keep track of my scheduled appointments? 

We have an automated appointment reminder system which sends an emailed reminder 2 days prior to your scheduled appointment. If you would like to receive a list of your upcoming appointments, our client concierge team can email you a full list of your appointments or print a copy for you in the clinic. Please just ask. Please note, we no longer use SMS reminders for the majority of our appointments.

I missed my appointment – can I rebook? 

Yes, however a late notice fee will still apply to your original booking as we are unable to fill that appointment. The new appointment fee will be in addition to the late notice fee.

What is the late cancellation fee? 

We charge the full appointment fee.

I have woken up unwell on the day of my appointment. What can I do? 

Please call reception on 3870 4119 as soon as possible to talk to our admin team who will initially offer a Telehealth appointment if feasible. If unable to do so, our admin team will endeavour to reschedule your appointment to be in the clinic at a later date when you have recovered from your illness.

In the past, if I miss my appointment, I have received a message to offer a reschedule. Will I still receive this? 

If you do not arrive to your appointment, you will receive an emailed invoice for the late notice fee. If you are on a prepaid pack, the fee will automatically be deducted from this. Our client concierge team can assist you in finding a new appointment time, however the late notice fee will still apply to the missed appointment.

I’m held up at work so I am unable to attend my appointment – what can I do? 

We require 24hrs notice to reschedule your appointment, otherwise the full appointment fee will apply.

I’m unable to find a carpark on arrival – what can I do? 

We encourage you to plan ahead and arrive early for your appointment to allow time for parking.

Traffic has affected my arrival time – what can I do? 

Your session will still go ahead as planned, however if you arrive late, the session time may be shortened. Please plan ahead to arrive on time.

I told my practitioner I would be away and the appointment was not cancelled. Why not? 

Our EPs often do not have access to our appointment system while they are taking your session. Any planned absences should always be directed to our client concierge team by emailing info@bodytrack.com.au or calling 0738704119.

I advised I was away but I received an appointment reminder. It must be a mistake –

This means you have an existing booking – in this instance, we kindly request you reply to the email reminder or call us to advise of the error so we can adjust this as soon as possible.

It’s the weekend or outside of admin hours. How can I notify you?

All calls will automatically be diverted to voicemail outside of standard admin hours. We will acknowledge the time of your call or email as the time of cancellation.

Appointment reminders are sent by email 2 days prior to your appointment – please ensure you check junk mail or mark Bodytrack as a safe sender to ensure you receive the reminders.

I have to care for a sick grandchild/family member – what can I do? 

We understand it can be challenging to balance family needs, however we require 24hrs notice to reschedule your appointment, otherwise the full appointment fee will apply.

I’m too exhausted or sore to come in – what can I do? 

That’s out speciality! We can adapt your program to accommodate your needs, or offer a telehealth appointment if you don’t feel up to coming in person.

When there is no admin team member present, any planned absences should always be directed to our client concierge team by emailing info@bodytrack.com.au or calling 0738704119 where you can leave a message even outside of hours.

My appointment is more than 24hrs away – can I still reschedule or cancel?

Yes, please contact our client concierge team and we’ll be able to assist you in finding a new time.

I’ve been advised a fee is payable, and I’m not happy. What can I do?

We’re more than happy to have one of our management team give you a call to discuss the reasons we have this policy in place. You may also complete a feedback form – Client Feedback Form