Cancellation policy

At Reforge Physiotherapy, we are committed to providing the highest quality care to our patients. To maintain a smooth and efficient schedule and ensure that all patients have access to appointments, we kindly ask you to observe our cancellation policy. This allows us to offer the appointment slot to another patient in need.

Appointment Cancellations & Rescheduling

  • Cancellations made after 8pm of the night before your appointment may be subject to a late cancellation fee of $49.

  • Late reschedules made less than 3 hours before your appointment may be subject to an admin fee of $25 which will be added on to the consultation fee on your next attendance.

  • No-shows (missed appointments without notice) may be charged a full session fee or a no-show fee of $99, at our discretion.

How to Cancel or Reschedule

To cancel or reschedule an appointment, please contact us via:

  • Phone: 0411 464 220

  • Email: admin@reforgephysio.com

Emergency Exceptions

We understand that emergencies and unforeseen circumstances can occur. If you experience a genuine emergency, please let us know as soon as possible. We may waive cancellation fees on a case-by-case basis.

Repeated Late Cancellations or No-Shows

Frequent late cancellations or missed appointments may result in limited future booking privileges or the requirement for prepayment to secure an appointment.

Payment

These cancellation fees are not covered by Medicare, third-party funding (e.g. WorkCover, NDIS, DVA etc.) or private health insurance, and must be paid by the patient on their own accord.

Thank you for respecting our time and the time of other patients. Your cooperation helps us provide better care for everyone.

If you have any questions about this policy, please don't hesitate to contact our team.

Privacy Policy

This Privacy Policy explains how we collect, use, store, and disclose your information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records Act (where applicable).

By using our website or our physiotherapy services, you consent to the practices described in this policy.

Personal Information

When you interact with us, we may collect the following personal information:

•       Full name

•       Date of birth

•       Contact details including email address, phone number, and mailing address

•       Appointment booking details and scheduling preferences

•       Medicare or health fund information for billing purposes

Health Information

As a physiotherapy practice, we collect sensitive health information necessary for providing clinical care, including:

•       Medical history and relevant health conditions

•       Details of injury, illness, or symptoms provided during consultation

•       Treatment records, clinical notes, and assessment findings

•       Referral letters from medical practitioners

•       Information provided through online intake or health history forms

Website Information

When you visit our website, we may automatically collect certain technical information, including:

•       IP address and browser type

•       Pages visited and time spent on our site

•       Cookies and similar tracking technologies

How We Collect Your Information

We collect your personal and health information through:

•       Online appointment booking forms on our website

•       Contact forms and enquiry submissions on our website

•       In-clinic intake forms, consent forms, and verbal consultation

•       Email, phone, and other direct communications with our practice

•       Referrals from medical practitioners, specialists, or other health providers

How We Use Your Information

We use your personal and health information to:

•       Schedule and manage your appointments

•       Provide physiotherapy assessment, treatment, and ongoing care

•       Communicate with you about your appointments and treatment plan

•       Process payments and liaise with Medicare or your private health insurer

•       Coordinate care with your referring or treating medical practitioners

•       Maintain accurate and complete clinical records

•       Comply with legal and regulatory obligations

•       Improve the quality of our services and patient experience

We will not use your health information for marketing purposes without your explicit consent.

Disclosure of Your Information

We may share your information with third parties in the following circumstances:

•       Treating practitioners: We may share relevant health information with your GP, specialist, or other health professionals involved in your care.

•       Health funds and Medicare: With your consent, we will submit claims on your behalf.

•       Legal and regulatory bodies: Where required by law, such as responding to a court order or complying with a regulatory obligation.

•       Practice management software providers: Our clinical and booking software vendors who process data on our behalf under strict confidentiality agreements.

We do not sell, rent, or trade your personal or health information to third parties.

Storage and Security of Your Information

We take the security of your personal and health information seriously. Your information is stored securely using a combination of physical and electronic safeguards, including:

•       Encrypted digital clinical records management systems

•       Password-protected systems with restricted staff access

•       Secure physical storage for any paper-based records

•       Regular staff training on privacy and data security

We retain health records for a minimum of 7 years from the date of last entry (or until age 25 for records relating to a patient who was a minor at the time of treatment), in accordance with relevant state and federal requirements. After this period, records are securely destroyed.

Cookies and Website Tracking

Our website may use cookies — small text files stored on your device — to improve your browsing experience and gather anonymous usage data. You can control cookie settings through your browser preferences. Disabling cookies may affect the functionality of some parts of our website.

We do not use cookies to collect personally identifiable information without your consent.

Your Privacy Rights

Under the Australian Privacy Principles, you have the right to:

•       Access the personal and health information we hold about you

•       Request corrections to inaccurate or outdated information

•       Ask us how your information has been used or disclosed

•       Withdraw consent for certain uses of your information (where applicable)

•       Make a complaint if you believe your privacy rights have been breached

To exercise any of these rights, please contact us using the details in Section 10.

Third-Party Links

Our website may contain links to third-party websites (e.g., online booking platforms or health resources). We are not responsible for the privacy practices of these external sites and encourage you to review their privacy policies before providing any personal information.

Complaints and Contact

If you have a concern or complaint about how we have handled your personal or health information, please contact us.

Changes to This Policy

We may update this policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website. We encourage you to review this policy periodically.