Cancellation & No-Show Policy

To ensure fair access to appointments and maintain high-quality care for all patients, The Movement Clinic Sydney has the following Cancellation & No-Show Policy.

1. Appointment Cancellation

• We require a minimum of 24 hours’ notice to cancel or reschedule an appointment.
• Cancellations made within 24 hours of your appointment time will incur a Late Cancellation Fee equal to 100% of the consultation fee.

2. Same-Day Cancellation / No-Show

• Patients who do not attend their appointment, or cancel within 24 hours, will be charged a No-Show Fee equal to 100% of the consultation fee.

3. Courtesy Reminders

• We send an SMS or email reminder approximately 48 hours before your appointment.
• Reminders are a courtesy only.
• Not receiving a reminder does not exempt you from cancellation fees.

4. Repeated Late Cancellations

Patients with two or more late cancellations or no-shows may be required to:

• Pre-pay for future appointments, or
• Be placed on a same-day appointment only system (subject to clinician approval).

5. Payment of Fees

• Cancellation and no-show fees must be paid before another appointment can be booked.
• Private health insurance does not cover cancellation or no-show fees.

Thank You for Your Cooperation

This policy helps us provide consistent care, support better treatment outcomes, and make appointments available to those who need them most.

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Privacy Policy

At The Movement Clinic Sydney (“TMCS”, “we”, “our”, “us”), your privacy and the protection of your personal information are extremely important to us. We are committed to complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, store and protect your personal information when you visit our website, book appointments, complete forms, or receive care at our clinics.

1. What Personal Information We Collect

We collect information that allows us to provide safe, effective and personalised care. This may include:

Personal & Contact Information

• Name
• Date of birth
• Address
• Email address
• Phone number
• Emergency contact details

Health & Medical Information

Required for clinical assessment, treatment and rehabilitation, such as:

• Medical history
• Injury information
• Surgical history
• Imaging or reports
• Medications
• NDIS details (if relevant)
• Health questionnaires
• Referrals and outcome measures

Billing & Payment Information

• Payment method details
• Medicare information
• Private health fund information
• Workers Compensation, CTP or DVA claim information

Website & Digital Information

• Online booking details
• IP address
• Device information
• Cookies and analytics (standard website tracking)

We will only collect information that is necessary for the activities and services we provide.

2. How We Collect Your Information

We collect personal information in the following ways:

• When you complete our Patient Registration Form
• When you book online via our booking platform
• During consultations, assessments or treatment sessions
• From email, phone, SMS or website communication
• From referring practitioners (with your consent)
• From Medicare, private health funds, NDIS, DVA or insurers when required
• Through our website analytics and cookies

We will always collect information directly from you, unless you provide consent for someone else to do so (e.g., a GP, support coordinator, family member).

3. Why We Collect Your Information

We collect personal and health information so we can:

• Provide safe, effective physiotherapy, exercise physiology and remedial massage services
• Assess, diagnose and treat injuries or conditions
• Create personalised rehabilitation and treatment plans
• Book, manage and confirm appointments
• Communicate with you about your care
• Manage payments, billing and insurance claims
• Comply with clinical, legal and regulatory requirements
• Improve our services and customer experience

We will never use your personal information for purposes you have not agreed to.

4. How We Store & Protect Your Information

Your information is stored securely using industry-standard systems.
We use platforms that comply with Australian privacy regulations and ensure:

• Password-protected software
• Secure cloud storage
• Restricted staff access
• Encrypted data where applicable
• Secure document disposal

We take reasonable steps to protect your information from unauthorised access, loss or misuse.

5. Sharing Your Information

We may share your information only when necessary and with your consent.
This may include:

• Your GP, specialist or referring health professional
• Medicare, DVA, private health funds or insurers
• NDIS plan managers or support coordinators
• External medical or imaging providers
• Our trusted third-party service platforms (e.g., booking system, email communication tools)

We will never sell, rent or trade your personal information.

6. Your Rights

You have the right to:

• Access the personal information we hold about you
• Request corrections if information is inaccurate or incomplete
• Withdraw consent (where applicable)
• Make a complaint if you believe your privacy has been breached

To request access or make a complaint, please contact us.

We will respond within a reasonable timeframe, in accordance with the APPs.

7. Website, Cookies & Online Tracking

Our website may use cookies and analytics tools to improve user experience and monitor website performance.
Cookies do not identify you personally.

You can disable cookies in your browser settings if you prefer.

8. Changes to This Policy

We may update this Privacy Policy from time to time.
Any changes will be published on our website with the updated date.

9. Contact Us

If you have questions about this Privacy Policy or how we handle your personal information, please contact us

Contact Us