The fine print, in plain English.

1. Bookings

Once you sign up, we reach out and book every session in the package upfront — both Physio and Pilates. This is intentional. Mapping the whole patient journey at the start is what makes the integrated approach work and gives you the best outcome. You don't book individual sessions through our standard booking system once your package is active — your scheduled appointments are managed by our team.

2. Package expiry

Each package has a usage window measured from your start date:

• Reset Lite — 6 weeks
• Reset — 6 weeks
• Restore — 9 weeks
• Renew — 16 weeks

Each window includes a buffer for the inevitable life thing — meetings that run over, illness, work trips. Sessions not used within the window expire and cannot be credited, refunded, or carried over.

3. Cancellations & missed sessions

Our standard cancellation policy applies: 3 hours' notice for Physio and 16 hours' notice for Pilates. Sessions cancelled inside these notice windows, or missed without notice, are counted as used and cannot be credited back. Give us as much notice as you can so you don't accidentally forfeit a session — we'd much rather rebook you than write off a session you needed.

4. Pausing a package

Packages cannot be paused once started. The schedule is designed around evidence-based timing for proper recovery — pausing disrupts the integration between your Physio and Pilates work, which is what makes the package effective. We've built buffer weeks into each window for the inevitable life thing, so you've got some flex without needing to pause.

5. Who you'll see

You'll be matched to one of our experienced physios based on your presentation, with continuity of care across the entire package. Our Titled Physios are unable to take Package appointments due to schedule conflicts. If you specifically want to see a Titled Physio, we can arrange standard appointments outside the package — just ask.

6. Our two-session guarantee

If you're not feeling progress after your first two sessions, we'll either switch you to a different physio in our team or refund the balance of your package. We'd rather you found the right physio than felt stuck with us. The guarantee applies once, within the first two sessions only — after that, standard refund terms apply (see below).

7. Refunds

Outside the two-session guarantee, packages are non-refundable once your first session has been attended. Unused sessions cannot be refunded due to change of mind, scheduling conflicts, or external circumstances. If something genuinely significant comes up (serious illness, injury, relocation), talk to us — we'll do what we reasonably can on a case-by-case basis, but we make no guarantees.

8. Private health claims

Once you've completed your full package, we'll issue an itemised invoice so you can submit it to your health fund. Physio rebates are generally straightforward. Pilates rebates are fund-dependent and the landscape changes frequently — we can't guarantee what your fund will return. Please note that Pilates is delivered by a Clinical Pilates instructor, not a Physio, which affects claimability with some funds. We recommend checking with your fund before purchase if rebates are important to you.

9. Upgrading mid-package

If you start with one package and decide you want to step up before finishing, talk to us. We'll credit what you've paid against the cost of the larger package, and you'll only pay the difference. Downgrades aren't available once a package has started.

10. The 15% physio discount

Included with the Reset, Restore, and Renew packages. Applies to standard Physio appointments for 12 months from the end date of your package. Excludes WorkCover and CTP appointments, services that are already discounted, future package purchases, and any appointments with a Titled Physio at their Titled rate. Cannot be combined with other promotions. Non-transferable.

11. Custom packages & add-ons

Some package variations are available — longer consult times (45 or 60 minutes), upgrades to a Titled Physio, or swapping Small Group Pilates to Private. Pricing varies and is set per request. Off-script requests can be discussed but are not guaranteed. Custom and varied packages follow the same terms and conditions as standard packages unless otherwise agreed in writing.

12. WorkCover & CTP patients

These packages are not available to patients funded through workers compensation (WorkCover) or compulsory third-party (CTP) insurance claims. Patients on these pathways are looked after through our standard claims process — see our Workers Compensation page for details.

13. Payment plans

Where offered, payment plan instalments are charged automatically on the same date each month from the date of purchase. Failed payments may result in a temporary suspension of bookings until resolved. After two failed payment attempts, the remaining package balance becomes immediately payable and the package may be cancelled at our discretion. Payment plan totals are slightly higher than the single-payment price to account for processing.

14. Medical suitability

Our packages are not a substitute for emergency medical care or specialist diagnosis. If your condition requires investigation beyond physiotherapy and Pilates (imaging, surgical opinion, specialist referral), we'll let you know and assist you to access the right care. We reserve the right to decline a package booking if we believe a different pathway is more clinically appropriate, in which case a full refund will be issued.

15. Privacy & clinical records

Your clinical notes, treatment history, and progress records are managed under the same privacy standards as our standard appointments. Information is held securely and not shared with third parties without your consent, except where required by law. Full privacy details are in our Privacy Policy.

16. Changes to these terms

We may update these terms from time to time. The version in effect at the time of your purchase applies to your package. Significant changes will be communicated to active package holders via email.