| The last two years have been extraordinarily difficult for many Australian businesses, especially small and medium-sized companies like ours. The aftermath of Covid-19 has made it difficult to sustain business operations, staff, and a steady flow of business, and the impacts are still being felt as the winter months progress. A considerable increase in late cancellations (especially within 24 hours of appointments) has been and continues to be one of the biggest challenges our company has faced and continues to confront. We recognise late cancellations are frequently due to unanticipated changes in clients’ schedules or sickness, which can be challenging to accommodate. However, logistically, similar to other service industries such as hospitality, cancellation of a service within 24 hours means that our staff cannot fill the appointment; despite robust waitlist processes, our company continues to pay your practitioner despite your absence. However, this has reached a point where it is no longer financially feasible for our company to continue to do so. For these reasons, like many other businesses in the service industry, we will be implementing a new cancellation policy to be respectful to our team and to other patients who may be trying to secure a booking. |
| NEW CANCELLATION POLICY As of Monday 13th June, a cancellation fee of $30 will be applied for missed appointments or for appointments that have been cancelled or rescheduled with less than 24 hours’ notice. When you schedule an appointment with us, you are reserving a time slot that our allied health practitioners are rostered to fill. As a courtesy to our staff, we ask that you call our reception desk as soon as you are unable to make your scheduled appointment. If you need to cancel or reschedule, we require that you contact us at least 24 hours prior. To aid this new policy, we will be sending out Appointment SMS Reminders 48 hours in advance (rather than the previous procedure of 24 hours in advance). |
| CHANGE TO BOOKING PROCESS From Monday 13th June, all bookings made online or via phone will require credit card details to be held to secure the booking. There will be no charge to the card unless you have a late cancellation or are a no-show. Late cancellation: If you cancel your appointment less than 24 hours before your sessionNo-Show: If you miss your appointment without cancelling or rescheduling If any of the above apply, you will be charged a $30 missed/cancellation appointment fee. This fee will be charged to your payment details provided upon booking your appointment. A receipt of payment will be sent to you via email. *Please note – Cancellation fees are not subject to any rebate from Medicare, private health fund, DVA or WorkCover. |
| HOW TO CANCEL YOUR APPOINTMENT If you need to cancel your appointment, you can do so via one of the following options:Call the clinic: -Double Bay (02) 9328 1200 -Drummoyne (02) 9819 7800 -CBD (02) 8310 2822 -Alexandria (02) 8310 2828Use the cancellation link in your online booking email confirmation |
| We truly value your cooperation and understanding in this matter. We strive to give a better experience for our patients and our team of practitioners who turn up each day to service your sessions. Thank you for your ongoing support and loyalty to Sports Lab. |