POGO Physio – Cancellation Policy

Practice Address:
POGO Physio
224-225 / 34 Glenferrie Drive,
Robina, QLD 4226

1. Purpose & Scope

We value our clients’ time and aim to provide fair and transparent cancellation guidelines.
This policy applies to all services at POGO Physio, including physio appointments and pre-paid group exercise classes.

2. Appointment Cancellations (Consults)

48-Hour Notice

Please provide at least 48 hours’ notice if you need to cancel or reschedule an appointment. This helps us offer your slot to another client who might be waiting.

Late Cancellations (less than 48 hours)
  • If you cancel or reschedule less than 48 hours before your appointment, a fee of 50% of your booked appointment applies. Cancelling on the same day or not showing up without notice incurs a fee of 50% of your booked appointment.
  • If an appointment is cancelled within 48 hours and does not require in clinic service, a telehealth appointment will be provided as an option where appropriate.
  • From Monday 26th May 2025, all INITIAL bookings will require a 50% deposit of your booked appointment fee.
  • Repeated no-shows will lead to a cancellation fee being charged and a requirement for pre-payment of future bookings or, in rare cases, discontinuation of services.
Compassionate Circumstances

We understand that sudden emergencies (e.g., illness, family issues) can arise. At management’s discretion, we may waive or reduce fees in these compassionate situations. Please let us know as soon as possible if you cannot attend.

3. Group Class Attendance for Pre-Paid Packages

Pre-Paid Packages

Many clients choose pre-paid class packs for our group exercise sessions. For example, you might purchase a 50-class pack and gradually use your remaining balance.

Cancellations & No-Shows
  • We kindly ask for 48 hours’ notice if you can’t attend a scheduled class.
  • If you cancel on the same day or no-show, one class will be deducted from your remaining class pack.
  • For instance, if you have 20 classes left and miss a classes without notice, you will then have 19 remaining.
Compassionate Circumstances

As with appointments, we’ll consider waiving the deduction for genuine emergencies. Please contact us promptly so we can work out a fair solution.

4. Payment & Rebates

  • Cancellation fees and deducted classes are typically not covered by private health insurance, Medicare, or other funding bodies.
  • If you have any billing questions, please talk to our reception team or your insurer for more details.

5. Client Rights & Communication

  • We follow Australian Consumer Law and Queensland legislation to ensure fairness and transparency.
  • If you have questions or concerns about fees, missed classes, or any other aspect of this policy, please speak with our friendly team or email helpme@pogophysio.com.au. We’ll do our best to resolve the matter quickly and fairly.

6. Updates & Review

  • We review this Policy periodically to keep it up to date with legislative changes and practice needs.
  • Any significant updates will be communicated via email, on our website, or displayed at our clinic.

Thank you for helping us keep your care timely and accessible! If you have any questions, please call us on 07 5572 0133 or visit the front desk. We genuinely appreciate your cooperation in following these guidelines, which allow us to serve you and the rest of our clients in the best way possible.