Cancellation Policy
Life happens, and plans change. Here's exactly how cancellations, rescheduling and missed appointments work — including what your funding pathway means for you.
Why we have this policy
Force & Function is a mobile practice. When you book, we reserve that time exclusively for you and plan travel around it — so a late cancellation usually can't be filled by another client. This policy keeps that fair for everyone, and it's applied with common sense rather than rigidly.
How much notice we need
Please give us at least 24 hours' notice if you need to cancel or reschedule. With that notice there is never a fee, and we'll find you another time.
| Notice given | Fee |
|---|---|
| More than 24 hours | No fee — we'll reschedule you |
| Less than 24 hours | 50% of the appointment fee |
| No-show, or we cannot safely access the session | 100% of the appointment fee |
A "no-show" includes arriving at your home for a scheduled visit and being unable to deliver the session — for example nobody is home, we can't safely access the property, or the environment is unsafe to work in as described in our Terms & Conditions.
What this means for your funding pathway
NDIS participants
Cancellations are handled under the NDIS Pricing Arrangements and Price Limits, not the table above. Under those rules a short notice cancellation for therapy supports means you cancel with less than two clear business days' notice, or you don't attend. "Clear" days exclude both the day you cancel and the day of the appointment.
Where that happens, the NDIA permits us to claim up to 100% of the agreed support price from your plan. We will only do so where:
- your signed service agreement provides for short notice cancellation claims;
- we were unable to fill the appointment with other billable work; and
- the claim complies with the NDIS pricing and claiming rules in force at the time.
These amounts are claimed against your plan, not charged to you personally.
DVA clients
DVA does not pay for appointments that are missed or cancelled. Where you have been told about this policy at the time of booking, we may charge you directly for a missed appointment in line with DVA's guidance for allied health providers. This is the only circumstance in which a DVA client would be charged — we never charge a gap for services relating to an accepted condition.
Medicare (CDM plan) clients
Medicare does not pay a rebate for an appointment you did not attend, and a missed appointment does not use up one of your five annual allied health sessions. Any cancellation fee is charged to you privately at the rates in the table above, and is not rebatable.
WorkCover clients
Insurers generally do not fund missed or cancelled appointments. A cancellation fee may therefore be your personal responsibility, charged at the rates in the table above.
Private clients
The rates in the table above apply and are payable directly by you. Cancellation fees are not claimable on private health insurance.
Running late
If you're running late, call us as soon as you can and we'll do what we can. Because the next client is usually expecting us at a set time, a session that starts late will still finish at its scheduled time, and the full fee applies.
If we need to cancel
If we cancel or reschedule your appointment for any reason — illness, a vehicle problem, an emergency — you will never be charged, and we'll offer you the next available appointment as a priority. Where a home visit can't go ahead but you'd still like to be seen, we can often convert the session to telehealth instead.
Exceptional circumstances
We understand that many of our clients are managing unpredictable health conditions, and that genuine emergencies happen. We routinely waive cancellation fees for things like sudden illness or a flare-up, hospitalisation, a bereavement, a family emergency, or unsafe travel conditions such as flooding or storms.
If something has happened, just tell us. We'd much rather you cancelled than pushed through a session you weren't well enough for.
Repeated cancellations
Exercise physiology works through consistency, so if appointments are regularly being missed we'll have a conversation with you about whether the timing, format or frequency of your program needs to change. In some cases we may ask to move to a different booking arrangement. We'll always discuss this with you first.
How to cancel or reschedule
The fastest ways to reach us:
- Phone or SMS: 0435 537 959
- Email: Admin@forceandfunction.au
- Through your booking confirmation, via our online booking system
Notice is counted from when we receive your message. If you leave a message outside business hours, it's counted from when it was sent, not when we read it.
Questions about a fee
If you think a cancellation fee has been applied unfairly, contact us and we'll review it. If you're not satisfied with the outcome, the complaints options set out in our Terms & Conditions are available to you.