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Fitzroy
(03) 9417 0869
Richmond
(03) 9421 1049

Cancellation Policy

We understand that life is dynamic, so we are happy for you to change your booking ahead of the scheduled day.
As all Universal Practice Treatments and Classes are delivered by Medically Trained Physiotherapists, our governing professional body (The Australian Physiotherapy Association), our registration, our professional indemnity insurance and the government provide our profession with a set of standards and guidelines that we must adhere to.
These standards are what allows our clients to claim our services on Private Health Insurance, gives us our accreditation and ensures your satisfaction. Due to these required standards most of our Physiotherapy Treatments and Group Class Plans are prepared before the day of your booking by your treating Physiotherapist.
Universal Practice Class sizes are small and all treatments are delivered with 100% guided attention. Due to this there are often extensive waitlists full of clients, as equally as deserving as you, wanting to attend Universal Practice.
If you do not attend or cancel your session late we are not always able to fill these places. This impacts the flow of the studio and our Physiotherapists’ remuneration.
It is for these reasons, that if you need to change your booking we require you to do so outside of the following timeframes so that our Physiotherapists and Studio Coordinating Team can adapt accordingly. Failure to do so will result in a cancellation fee being incurred.
Our Universal Practice Cancellation Policy terms and fees for Physiotherapy Treatments, Individual Appointments, Clinical Pilates and Group Classes in full further down.

Cancellation via phone or email
Please note that our administrative hours are:
Monday – Friday | 8am – 7pm.
Saturday | 8am – 12pm
Sunday | Closed

Universal Practice is unable to accept cancellations for Physiotherapy Treatments, Individual Appointments, Clinical Pilates or Group Classes by voicemail or email outside the above administrative hours.
Eg. When cancelling by phone or email, bookings for Monday morning will need to be cancelled by 12pm on Saturday to avoid a cancellation fee.

Cancelling online through Mindbody or the Universal Practice App:
You are able to cancel through your Mindbody Login or via your Universal Practice App at any time. To avoid a cancellation fee, you will need to be respectful of the Cancel Policy timeframes. Mindbody calculates the time of your cancellation relative to your session, to ensure you are not unfairly charged.
Please Note: If you feel you have an exceptional circumstance that deserves consideration, then please communicate your request in writing to management (info@universalpractice.com.au).
Studio Coordinators and Physiotherapists must adhere to the Cancellation Policy and are unable to reverse cancellation charges at the time of late cancel or non-attendance.

Physiotherapy Treatment Cancellation Policy:
Please note for all Physiotherapy Treatment, Individual Pilates Appointments and Individual Yoga Appointments, that 50% of the session price will be charged for cancellations within 12 hours of the appointment time.
Clients that fail to attend their appointment without notifying us prior to it’s start time will be charged the full cost of the Physiotherapy Treatment or Individual Appointment.

Clinical Pilates Cancellation Policy:
Please note that clients who fail to attend or cancel their Clinical Pilates Class within 24 hours of the class time will be charged the full cost of the session or forfeit a class credit.
Clients that choose to purchase their Clinical Pilates Classes singularly are required to store their credit card details in Mindbody (a secured payment website).

Reformer Pilates Cancellation Policy:
For clients who fail to attend or cancel within 10 hours of the scheduled class time will be charged the full cost of a single session or forfeit a class credit.
All Membership and 2 Week Introductory Offer Clients will be incur a $20 cancellation fee per class for non-attendance or cancelling within 10 hours of the scheduled class.
This applies to all Universal Practice clients.

Yoga Cancellation Policy:
Clients who fail to attend or cancel within 2 hours of the scheduled class time will be charged the full cost of a single session or forfeit a class credit.
All Membership and 2 Week Introductory Offer Clients will be charged a $10 cancellation fee per class for non-attendance or cancelling within 2 hours of the scheduled class:
This applies to all Universal Practice clients.

Waitlists:
We have live waitlists available to all our clients to improve the availability of our classes. If you are on the waitlist and no-longer able to attend please remove yourself from the waitlist as this will be preventing others from attending. We have many clients that live close by and are able to attend classes with short notice.
You will receive an automatic notification via text or email (depending on your alert configuration in Mindbody and on your App) if you are moved from the waitlist to the class.
The cancellation policy may still be enforced for client’s that are moved from the waitlist into the class that late-cancel or fail to attend a class.
If you are unsure of your Alert Configurations or need assistance with your Universal Practice App please see one of our Studio Coordinators, who are more than happy to assist.