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Cancellation policy

If you miss, cancel or change your appointment with less than 24-hours' notice given, you will be charged a cancellation fee. For physio and massage treatments the cancellation fee will be 50% of the appointment cost, and for classes you will have one class deducted from your pack. We run a busy practice and 24-hours' notice allows us time to contact another patient who is in need. You will receive an SMS or email reminder 48 hours prior to your appointment if you opt in to these services.

Conditions of Treatment- Massage & Physiotherapy

• Your treating practitioner may provide manual (hands-on) treatment. Please be aware that after manual treatment you may be sore for 2-3 days to allow time for your body to adjust.


• Most soft tissue injuries require time to heal and recover. You will most likely need a follow-up treatment after your initial consultation to appropriately manage your condition.


• YYour treating therapist may request that you undress to expose the area/s of your body to be assessed &/or treated. Appropriate draping (towel / shorts / singlet) will be offered to you to ensure that you feel comfortable.


• Your treating physiotherapist may suggest dry needling (a form of acupuncture) to treat your condition. Your permission will be asked prior to commencement of dry needling. If you do not consent to this treatment, please advise your treating physiotherapist.


• We advise that you adhere to carrying out specific exercises and self-management strategies given to you by your treating therapist to aid recovery, regain movement and optimal function.


• We will endeavor to keep your appointments with the same therapist to manage your individual case. However, at times we may not be able to provide you with an appointment with your specific therapist due to appointment scheduling. In this case, you will be asked to see a different therapist within the practice.


• Your treating therapist may also refer you to see a different therapist (within or outside of the practice) with greater expertise/experience on your particular case to ensure the most appropriate care is provided.


• We request that you allow us to communicate with your GP, specialist, &/or other health practitioner/s you may be seeing for the appropriate management of your case.
  

Exercise Programs

PEP & Studio Pilates

• To keep your permanent Pilates weekly spot/s, a minimum of 3 must be attended per month otherwise the permanent spot will be given to patients on our waitlist.


• To hold a regular weekly spot, a Pilates Pack is needed. Payments for new packages will be paid via direct debit with your credit card or bank account (fees and charges apply).


• Regular Pilates sessions are held for 6 weeks only, regardless of holidays or surgeries. It is the clients responsibility for managing their usage of their pack within the expiry date. If there is a planned break from PEP/SP (within the 6 weeks) you may discuss this with admin what is the best course of action e.g Purchase a 5 pack instead of pay casually until you return from your break, then start a new 10 pack.


• If you need to cancel or reschedule, we require 24hrs notice. If a cancellation is made within 24 hours, the session will be charged (one session will be taken out from your pack), so you don't forfeit this session you will need to make up another session within the week. ● Packs are non-refundable and non-transferrable /li>
  
• Make up classes must be scheduled within the expiry date of your package


• Pack of 5 has 2 months expiry. Packs of 10 have 4 months expiry (including reward of 20% discount on physio or massage)

Direct Debit

• Introductory Package A: private sessions need to be used up within 1 month.


• By agreeing to Direct Debit, the client acknowledges that Ezidebit Pty Ltd has been used by Lively Physio & Pilates Pty Ltd to collect direct debit fees.


• Should the client cancel a session without 24 hours' notice the full fee will still be debited from the Clients account.


• It is the client’s responsibility to ensure there are sufficient funds in the nominated account by the due date to enable the debit to be processed. If there are insufficient funds, the Client agrees that Lively Physio & Pilates Pty Ltd nor Ezidebit will not be held responsible for any fees and charges that may be charged to the Client due to the Client’s financial position. Lively will charge a $9.90 fee to the Client’s nominated account if the payment is dishonoured. Repeated failed payments will result
  in membership cancellation.


• If your bank/credit card details change the client will either update Bookings Essential or notify Lively Physio & Pilates Pty Ltd in advance to avoid delays in the payment process.


• All Packs are set to automatically renew on the completion of your chosen Pilates pack.


• If you choose to terminate your permanent Pilates sessions, Lively requires written notice two-weeks prior to the renewal date.


• If the Client’s account becomes in arrears, they give permission for Ezidebit to debit the outstanding balance to bring their account back up to date.


• Any information that you provide to us, including your financial information, is confidential and protected by Ezidebit.

Liability Waiver for classes conducted at Lively Physiotherapy & Pilates

• I agree to the Conditions of Treatment laid out above.


• I am aware that physical exercise can be strenuous and subject to risk of serious injury. I agree that if I engage in any physical exercise or activity, or use any amenity belonging to Lively Physiotherapy & Pilates Studio on the premises, I do so entirely
  at my own risk. I agree that I am voluntarily participating in the use of this facility and assume all risks of injury, illness, or death. I do not have any medical ailments, physical limitations, or mental disabilities that will affect my ability to participate in exercise classes. I have clearance from my medical officer (if appropriate), and my instructor is aware of any such conditions.


• I acknowledge that Lively is not responsible for any theft or damage of my personal property.


• If hiring the studio, I am aware there will be no direct supervision during my time at the studio. Depending on the booking time, there may not be another person in the studio at the same time. I acknowledge this risk, and I acknowledge that Lively recommends only hiring the studio when others are present.


• This waiver and release of liability includes, without limitation, all injuries which may occur, as a result of; (a) my use of all amenities and equipment in the facility and my participation in any activity, class, program or instruction, (b) the sudden and unforeseen malfunctioning of any equipment, (c) slipping and /or falling while in the premises*


• I acknowledge that I have carefully read this “waiver and release” and fully understand that it is a release of liability. I agree to release Lively Physiotherapy & Pilates Studio and all instructors working at said company from any and all claims and causes of action that I or my representatives now have or may have in the future for personal injury, property damage or wrongful death occurring to me, arising out of participation in private or group PEP/Pilates/Senior exercise fitness classes.
  


• In the event of any emergency, I authorise medical attention from any licensed hospital, physician and/or medical personnel to provide any treatment deemed necessary for Lively’s immediate care and agree that I will be responsible for payment of any and all medical services rendered.


• In the event that any one or more of the provisions of this agreement shall be held to be invalid, illegal, unenforceable or in conflict with the law according to the jurisdiction of the state of NSW, the remaining portions will not be invalidated, and shall remain in full force and effect
  

Note: Should any part of this agreement be found by a court of law to be against public policy or in violation of any state statute or case precedence, then only that wording is removed and the remainder of this agreement will remain in full force.

*At Lively, our clients’ safety is always our first priority and we will abide to our duty of care as health practitioners. All our equipment are regularly serviced to ensure it is functional. Lively Physiotherapy & Pilates Studio has public liability insurance, and all instructors also have their own personal public liability insurance.