Last updated: 11 February 2026

1) Online physiotherapy sessions

A minimum of 24 hours’ notice is required to cancel or reschedule a telehealth appointment.

Cancellations made with less than 24 hours’ notice, or failure to attend, will be charged in full.

If a session cannot proceed due to a technical issue on my side, it will be rearranged at no extra cost.

Please ensure you have a reliable internet connection and suitable space for online sessions.

2) In-person physiotherapy sessions

In-person appointments are held at Island Healing, Newhaven 3925.

Cancellations within 24 hours or missed appointments will incur the full session fee.

Appointments are subject to Island Healing’s current cancellation policy, including any deposit requirements or late cancellation fees as published on the clinic’s website. Clients are responsible for reviewing the clinic’s most up-to-date cancellation terms.

Private health insurance rebates cannot be claimed for missed appointments or late cancellations.  Full fees remain payable.

3) NDIS & Home Care Packages

For NDIS participants (self-managed or plan-managed), short notice cancellations may be claimed in accordance with the current NDIS Pricing Arrangements and Price Limits.

For Home Care Package clients, cancellation terms may also be subject to the relevant provider agreement.

4) Group classes and workshops

All booked classes and workshops are non-refundable.

If you are unable to attend a live online class, advance notice must be provided before the class starts.

Where advance notice is given, and where a recording is made available, access to a recorded version of the session may be provided.

Classes are not routinely recorded, and access to a recording is not guaranteed.

Access to any recording provided does not constitute a refund or credit.

Studio-based classes held at Island Healing are subject to the clinic’s class cancellation and no-show policy.

5) How to cancel or reschedule

Cancellations or rescheduling requests should be made via your booking account using the link in your confirmation email. 

If you are unable to access your booking account, you may submit a message via the Register your interest/Contact Susie form.

6) Exceptions

In exceptional circumstances (e.g. medical emergency), this policy may be reviewed at my discretion.

7) Changes

This policy may be updated from time to time. The current version will always appear on this website with an updated “Last updated” date.