When you book with UpPlus Physiotherapy, that time is held exclusively for you. We don't double-book, and we don't overbook. It also means that when an appointment is cancelled at short notice, the time usually can't be offered to someone else who is waiting to be seen.
All we ask is reasonable notice. Give us 24 hours and there is never a charge.
How much notice we ask for
| Notice you give us | What happens |
|---|---|
| 24 hours or more | No charge. We'll reschedule you at a time that suits. |
| Less than 24 hours | A fee of 50% of the appointment fee may apply. |
| Less than 2 hours, or non-attendance | A fee of up to 100% of the appointment fee may apply. |
When we won't charge you
This policy exists to protect appointment availability, not to collect fees. In practice, we waive it far more often than we apply it:
- The first time is always waived. Life happens. We'll simply remind you of the policy for next time.
- Genuine emergencies are never charged. Sudden illness, an accident, a bereavement or a caring emergency — just let us know.
- Your very first appointment is never charged, including new patient offer bookings.
Changing or cancelling your appointment
Rescheduling is always easier than cancelling, and we'd much rather move your appointment than lose you altogether. You can reach us in any of these ways:
- Phone — 0403 907 587. If we cannot pick up, leave a message and we will call you back.
- Online — use the booking link in your confirmation email to change your appointment yourself.
- Email — admin@upplus.com.au.
Running late? Please call ahead. We'll always see you if we can, though a late start may mean a shorter session so the patients after you aren't kept waiting. If you arrive more than 15 minutes late we may need to rebook you.
Medicare, DVA, NDIS and WorkCover appointments
Non-attendance cannot be billed to Medicare, the Department of Veterans' Affairs, the NDIS or a WorkCover insurer. Where a fee applies to an appointment funded by one of these schemes, it is a private charge and is invoiced to you directly.
Fairness
Any fee charged under this policy reflects the cost of holding a clinician's time that could not be reallocated. It is not a penalty. Fees are always applied at the discretion of the practice, and if you believe a fee has been applied unfairly, please tell us — we will review it.
This policy applies to appointments at all UpPlus Physiotherapy locations and forms part of the terms you accept when you book with us.
Last updated: August 2026
