Booking Terms and Conditions

LATE NOTICE POLICY

At EP.EP. we greatly value time, both yours and ours. Therefore a strict Late Notice Policy is adhered to. The policy states that should you need to change or cancel your appointment/class we ask that a minimum of 24-hour’s notice be given to us.

In the event of arriving late to your appointment the original and agreed to start and finish time of your scheduled appointment will remain the same. Full fees for the booked appointment will apply. If an appointment is cancelled due to late arrival our late notice policy applies.

FOR 1:1 EXERCISE PHYSIOLOGY SESSIONS

Payment of 50% of the appointment fee applies if an appointment is rescheduled or cancelled with less than 24-hours notice, or in the event of a no-show.

Third party payers will be invoiced at full rate of appointment booking in the event of late cancellation or no-show.

FOR ALL CLASSES

Failure to arrive for a class you are booked in for, cancellation on the day or less than 24-hours notice of non-attendance – will mean you forgo a class on your class pass, or be required to pay the casual class fee (if you do not have a pass).

In the event that you cannot attend your confirmed appointment or class, please contact us as soon as possible: (p) 08 7123 2488

To help minimise cancellations and no-shows a reminder email and text are sent out prior to your appointment. Emails are sent 2 days prior to your appointment and an SMS the day before.

WHY EVEN HAVE A LATE NOTICE POLICY?

At EP.EP. we pride ourselves on delivering personalised, high-quality care that genuinely makes a difference in people’s lives.

Every appointment represents dedicated time from one of our skilled Exercise Physiologists — time that is planned, prepared for, and held specifically for you.

Our 24-hour cancellation policy is in place because late cancellations and missed appointments directly impact our ability to do what we do best. That time cannot easily be reallocated to another client who may be waiting, and it affects the sustainability of our practice and our team.

We understand that life happens, and we will always do our best to work with you. In return, we ask for timely notice so we can continue providing the exceptional, personalised service you deserve — and so every client gets the access to care they need.

NEW CLIENT CONSULTATION DEPOSIT

We require a 50% deposit to secure your initial appointment (this includes pre-class screenings) at EP. EP. Exercise Physiology + Movement. The deposit will be applied to the cost of the session. In the event that your health fund covers the full cost or near full cost of the session the deposit will be applied as credit to your account (and may be used for upcoming sessions or classes) or refunded to you.

If you are booking your new client appointment online, payment of the full appointment fee is required to complete your booking (for all services). An invoice will be emailed to you following your session to allow you to claim with your private health fund. Any Medicare rebates will be processed at the completion of your appointment.

REFUND POLICY

We do not provide refunds, transfers or pass extensions due to change of mind, user error, change of address, unsuitability or any other reason.
Class passes are to be utilised within the expiry time frame associated for each pack. In the event of illness, injury, surgery or birth passes are eligible to be paused until you are able to return to your usual exercise. We may request medical confirmation (from your GP or specialist) for the reason(s) associated with pausing your pass.

• 6 class pass (8 weeks)
• 12 class pass (16 weeks)
• 24 class pass (6 months)

GIFT VOUCHERS

Gift vouchers purchased from EP. EP. Exercise Physiology + Movement are to be used for the service description on the voucher, or specified dollar amount. Vouchers are not redeemable for cash. Vouchers cannot be transferred. Expiry for vouchers is 3 years from voucher issue.

DUTY OF CARE

As health practitioners we have a duty of care to our clients to ensure they are safe while exercising in our studios. Practitioners make recommendations for client safety based on clinical reasoning and judgement, we ask that these recommendations are respected and taken into consideration. Our studios reserve the right to request a client to leave the premises if they fail to do so.

OSTEOPOROSIS, ONERO & ATTENDING CLASSES

Client safety is of utmost importance to the EP. EP. Exercise Physiology + Movement team. We cannot provide clients with the ONERO program to complete offsite without supervision. Should a client choose to do so it is at their own risk and responsibility.

Our practitioners will provide guidance on the safest and most suitable way for you to progress into classes. We require your most recent Bone Density Scan prior to you attending classes (ideally we should have this in your pre-class assessment session). Please speak with our team directly for more information on pathways into classes.

PRIVATE HEALTH FUNDS & REFERRALS

You don’t need a referral to see an exercise physiologist. exercise physiologists are Allied Health Practitioners, 1:1 consults and classes may be claimed under your private health cover.  The exact amount will be dependent on your level of cover and insurer. Please contact your provider for further information regarding this. The item codes for exercise physiology are as follows:

• 102 Initial Consultation
• 202 Subsequent Consultation
• 502 Group Class/consultation

MEDICARE REFERRALS

You may be eligible for exercise physiology services through Medicare (up to 5 sessions per calendar year). Your GP will be able to discuss this with you and take appropriate steps to action a referral. Referral paperwork is required before your first MEDICARE appointment. We also accept Type 2 Diabetes Management Plans through Medicare.

Medicare appointment fees are due IN FULL on the day of your appointment/class. If you are a new Client we do require the New client deposit (outlined above). Medicare rebates are processed back to you following your appointment (to your nominated bank account with Medicare) please allow up to 5 business days for this to show in your account.

THIRD PARTY COMPENSATION

If you have NDIS (self or managed), WorkCover claim, life insurance or motor vehicle insurance claim please contact us to chat about your options and to see if we are the right fit for your needs.