Payment and Cancellation Policy

Fees, Charges and Invoicing

Private Clients

· Fees for physiotherapy services are payable at the time of service unless otherwise agreed.

· Payment can be made via bank transfer, EFTPOS, credit card, or other approved payment methods.

· Invoices to external parties are due within 7 days of issue unless alternative arrangements have been agreed in writing.

· Fees are subject to change. We aim to provide 28 days notice prior to any fee changes

· Private health subsidies are available and, where possible, can be processed at the time of payment.

NDIS Participants

For NDIS-funded services:

· Fees will be charged in accordance with the current NDIS Pricing Arrangements and Price Limits where applicable.

· Services will be invoiced directly to Plan Managers or self-managed participants

· Travel charges may apply and will be discussed prior to service commencement.

· Participants or their nominees are responsible for ensuring sufficient funding is available to cover agreed services.

· Outstanding invoices may result in suspension of future services until payment arrangements are made.

WorkCover/ CTP, Support at Home and DVA

·      Invoices will be billed directly to the appropriate 3rd party and payment is required within 7 days.

·      Where payment is not received, services may be ceased until payment arrangements have been made.

·      Fees areset in accordance with relevant funding body guidelines and/or contractual arrangements

Medicare:

·      Medicare rebates are available with a GP referral to subsides private fees

·      Medicare rebates are claimable at time of service

Client Cancellation Notice Period

At May Rehab, we spend a significant amount of time planning and preparing for your session. We reduce the amount of clients we see in a day to ensure we are able to provide the best service to you. To protect ourselves, our quality practice and our business, it is our policy that we charge the full fee if you cancel within 48 hours of your appointment. 

To avoid cancellation charges, clients are requested to provide at least 48 hours notice before their scheduled appointment. This aligns with standard NDIS short-notice cancellation requirements for therapy supports.  

Short Notice Cancellations

A cancellation may be considered a short notice cancellation if:

· Less than 48 hours notice is provided; or

· The participant does not attend the appointment; or

· The participant is unavailable at the agreed time and location.

· The participant attends only part of their appointment.

Where permitted under the NDIS Pricing Arrangements and the participant’s Service Agreement, a short notice cancellation fee may be charged. Any such claim will only be made where the relevant NDIS support item permits cancellation claims and all NDIS conditions are met.  

Exceptional Circumstances

We may waive cancellation fees at our discretion in situations such as:

· Medical emergencies

· Hospital admission

· Bereavement

· Natural disasters or severe weather events

Supporting documentation may be requested where appropriate.

Provider Cancellations

If May Rehab needs to cancel an appointment:

· We will provide as much notice as possible.

· We will endeavour to offer an alternative appointment time.

· No fees will be charged to the participant for provider-initiated cancellations.  

 Travel and mobile services

· Clients must ensure safe and reasonable access to the service location.

· If the therapist arrives at the agreed location and the participant is unavailable, the appointment may be treated as a short notice cancellation.

· Travel charges may apply in accordance with the agreed Service Agreement and NDIS rules where applicable.

Late Payments

For private-paying clients:

· Payment is due at the time of service

· Invoices for short notice cancellations not paid by the due date will  receive a payment reminder.

· Ongoing overdue accounts may result in suspension of services until payment arrangements are agreed.

For participants with 3rd party funding (NDIS, DVA, Support at Home, WorkCover/CTP):

·      Any funding issues should be communicated as soon as possible so appropriate arrangements can be discussed.

Ending Services

Services may be terminated immediately where:

· There are safety concerns.

· Abuse, harassment, or threatening behaviour occurs.

· Required funding is unavailable.

· Continued service delivery is not clinically appropriate.

Any outstanding invoices remain payable following termination.

NDIS Service Agreement

Either party may end the Service Agreement by providing 14 days’ written notice, unless otherwise agreed.

Services may be terminated immediately where:

· There are safety concerns.

· Abuse, harassment, or threatening behaviour occurs.

· Required funding is unavailable.

· Continued service delivery is not clinically appropriate.

Any outstanding invoices remain payable following termination.