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 - Website Appointment Purchases & Bookings

 

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

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Bookings are subject to acceptance by The Pole Physio, with confirmation provided at the time of purchase.

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We use secure third-party payment providers (such as Stripe or similar services) to process payments. Payment details are handled securely through these providers. The Pole Physio does not have access to your full card details and does not store sensitive card information directly on our internal systems. We are not liable for any loss arising from third-party payment systems, except where required by law or where caused by our fraud or negligence.

 

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 the patient's responsibility to attend or cancel their appointment within the required timeframe.

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

A minimum of 24 hours’ notice is required to cancel or reschedule an appointment.​

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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. 

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Cancellation fees are automatically applied and are non-refundable.

 

3. Refund Policy – Services

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All appointments booked and paid for in advance are non-refundable, including but not limited to:

• Late cancellations (under 24 hours’ notice)

• Non-attendance / no-shows

• Change of mind

• Scheduling conflicts

• Failure to attend for any reason not covered under Australian Consumer Law

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Where more than 24 hours’ notice is provided, appointments may be rescheduled subject to practitioner availability. Rescheduling is not guaranteed.

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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 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

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

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Further information is available via the Australian Competition and Consumer Commission (ACCC).

 

5. Change of Mind

We do not offer refunds for change of mind or if a similar service is available elsewhere at a lower cost.

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6. Processing of Refunds

 

Where a refund is required under Australian Consumer Law, we aim to process approved refunds within two (2) business days.

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Refunds will be issued to the original payment method unless otherwise agreed.

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Where legally permitted, merchant processing fees may be deducted from the refund amount.

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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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