Change of appointment policy
To provide the best service possible (extended treatment times, the high standard of our services and facilities) without compromise, we do not inflate our pricing to account for business loss due to non-attendance. Therefore, to keep our business operational, we must enforce our non-attendance fees without exception.
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Non-attendance fee must be paid before any future bookings. This will be sent as a payable invoice via PayPal or payable in clinic. This policy applies to all changes and cancellations to appointments. There are no exceptions.
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Thank you for your understanding.
Policy timeline
Changes to physio appointments
We ask for 24 hours’ notice so that we have adequate time to re-book someone else on our waiting list.
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For changes to your appointment with 6-24 hours’ notice, a $20 fee will be charged to your account.
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For changes to your appointment with 1 to 6 hours’ notice, 50% off the session fee will be charged to your account.
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Non-attendance will incur the full appointment fee to be charged to your account.
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Even if unfortunately, you or a family member are sick (including COVID-19), this policy still applies
Changes to rehab classes
We ask for 24 hours’ notice so that we have adequate time to re-book someone else on our waiting list.
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For changes to your appointment with 6-24 hours’ notice, a $20 fee will be charged to your account.
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Non-attendance and/or changes to your appointment with less than 6 hours’ notice, 100% off the session fee will be charged to your account.
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Even if unfortunately, you or a family member are sick (including COVID-19), this policy still applies
Minimum attendance
At Aeon Health, we want to ensure fair access to appointments for all clients. To support this, we ask that clients attend at least 2 out of every 3 of their scheduled physiotherapy appointments. If more than one-third of appointments are repeatedly cancelled, forward bookings may be limited to 24 hours in advance. This helps us provide fair opportunities for others and maintain consistent care for your rehabilitation.
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For rehabilitation classes, we ask that clients attend at least 4 in every 6 weeks to reserve their spot on an ongoing basis. If this is not met, we reserve the right to offer your permanent spot to other clients in our class waitlist.
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We thank you for understanding.