Last updated: Feb 22, 2026

 

This Policy applies to all online appointments purchased through www.thepolephysio.com. By booking or purchasing with The Pole Physio, you agree to the terms outlined below.

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1. Payments

 

1.1 Website Appointment Purchases & Bookings

 

All appointments must be paid in full at the time of booking unless otherwise specified.

Bookings are subject to acceptance by The Pole Physio. Confirmation will be provided at the time of purchase.

We use secure third-party payment providers (such as Stripe or similar services). The Pole Physio does not store or have access to your credit card details and is not liable for losses arising from third-party payment systems, except where caused by our fraud or the fraud of our employees.

 

1.2 Surcharge Fees

 

Online transactions may incur a surcharge fee. Any surcharge will be clearly displayed at checkout and will not exceed the amount charged to The Pole Physio by the merchant provider, in accordance with ACCC regulations.

 

2. Appointment Cancellation Policy

 

Appointment reminders are sent five (5) days prior and one (1) day prior to your scheduled appointment as a courtesy reminder. Failure to receive a reminder does not waive your responsibility to attend or cancel your appointment.

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Late cancellations create significant disruption for our practitioners and prevent other clients on the waiting list from accessing care.

If you need to cancel or reschedule your appointment, we require a minimum of 24 hours’ notice.

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Cancellations made with less than 24 hours’ notice will incur a 50% cancellation fee. Failure to attend your appointment without notice (“no show”) will incur a 100% cancellation fee.

 

3. Refund Policy – Services

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Appointments booked and paid for in advance online are NON-refundable, including in cases of cancellation/late cancellation, change of mind, missed appointments, scheduling conflicts or non-attendance.

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Where more than 24 hours’ notice is provided, we are happy to offer a rescheduled appointment time, subject to practitioner availability.

By proceeding with your booking or purchase, you acknowledge and agree to these terms and conditions and understand that refunds will not be issued for cancellations or non-attendance, except where required under Australian Consumer Law.

 

4. Australian Consumer Law

 

Nothing in this Policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL).

 

Under the ACL:

• Our services come with guarantees that cannot be excluded.

• If a service has a major failure, you may be entitled to cancel the contract and receive a refund for the unused portion, or compensation for reduced value.

• If a failure does not amount to a major failure, you are entitled to have the issue rectified within a reasonable timeframe.

 

If there is any inconsistency between this Policy and the ACL, the ACL will prevail.

Further information about your rights can be found at the Australian Competition and Consumer Commission (ACCC) website.

 

5. Change of Mind

 

We do not offer refunds for change of mind or if you find a service cheaper elsewhere.

 

6. Processing Time

 

Where a refund is required under Australian Consumer Law, we aim to process approved refunds within two (2) business days. Refunds will be issued via the original payment method unless otherwise agreed.

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Merchant processing fees may be deducted where legally permitted.

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7. Contact

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If you have questions regarding this Policy, please contact: info@thepolephysio.com

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