SM Therapy Clinic Policies

At SM Therapy, we’re committed to delivering high-quality, professional care in a respectful and well-managed environment. To help us maintain this standard, please take a moment to read through our clinic policies.

Cancellation & No-Show Policy

We understand that life can be unpredictable, but we also value your time, your therapist’s time, and the opportunity to help others in need of treatment.

  • Cancellations with less than 24 hours’ notice will incur a 50% fee of your scheduled session.
  • No-shows or cancellations within 2 hours of your appointment will also incur a 50% fee.
  • If you are unwell, your first cancellation will be waived as a courtesy. However, if you cancel your rescheduled session at short notice or do not attend, the 50% cancellation fee will apply.

Please let us know as early as possible if you’re unable to attend so we can offer your slot to someone else in need.

Late Arrival Policy

To respect all clients’ time, we kindly ask you to arrive a few minutes early.

  • If you are more than 10 minutes late, your session may be shortened or rescheduled depending on your therapist’s availability.

This ensures we remain punctual for all clients and deliver the best care within the allocated time.

Zero-Tolerance Policy: Behaviour and Conduct

SM Therapy maintains a strict zero-tolerance policy towards any form of aggressive, disrespectful, or inappropriate behaviour towards staff or clients. This includes:

  • Verbal abuse or threats
  • Physical intimidation or violence
  • Disrespectful or harassing conduct

Any breach of this policy will result in immediate termination of your session and potential future bans from our clinic.

In serious circumstances, law enforcement will be contacted.

We are here to help, and we expect mutual respect to maintain a safe, professional environment for all.

Payment Policy

Payment is required at the time of service. We accept the following methods:

  • EFTPOS
  • Credit Card
  • Cash

Private Health Insurance

We offer HICAPS for eligible Remedial Massage claims. You can claim on the spot and pay the gap.

Please note: Health fund rebate amounts vary by provider and your level of cover. We recommend contacting your health fund directly to confirm your rebate entitlement using the item code we provide.

Medicare or Bulk Billing: Medicare and EPC/CDM referrals do not apply to Myotherapy or Remedial Massage. We are a private billing clinic and do not offer bulk billing or rebates through Medicare.

Sickness & COVID-Safe Policy

Your health, and ours, is a priority. Please do not attend if you are experiencing:

  • Fever
  • Sore throat or cough
  • Respiratory issues
  • General cold/flu-like symptoms
  • Have tested positive for COVID-19

If unwell: Kindly inform us as soon as possible, and we’ll reschedule your session without penalty the first time.

If symptomatic but testing negative, please wear a fitted face mask during your session.

Close contact with COVID-19? Please test prior to your appointment and notify us.

Clinic Hygiene Practices

  • Hand sanitiser is provided on entry.
  • All treatment areas are cleaned thoroughly between clients.
  • Therapists follow strict hand hygiene before and after every session.

Communication Policy

We aim to keep things clear and simple. You may hear from us via:

  • SMS: Appointment reminders and updates
  • Email: Confirmations, resources, or important notices
  • Phone: For rebookings, follow-ups, or urgent matters

Let us know your preferred method of contact, and we’ll do our best to accommodate you. All communications are strictly professional and related to your care or clinic updates.

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