Terms & Conditions and Cancellation Policy
Last updated: 23 September 2026
These Terms & Conditions apply to appointments and services provided by Trilogy Physiotherapy Pty Ltd, trading as Trilogy Physiotherapy.
By booking or attending an appointment with Trilogy Physiotherapy, you acknowledge and agree to the terms outlined below.
1. Appointments
Appointment times are reserved specifically for you. We ask that you arrive on time so that you can receive the full benefit of your allocated appointment.
When booking physiotherapy, an Initial Consultation should generally be selected for a new injury, condition or concern.
A Subsequent Consultation is generally appropriate when continuing treatment for the same injury or condition.
If an incorrect appointment type has been selected, our team may contact you or adjust the appointment to the most appropriate consultation type. The applicable consultation fee will then apply.
Appointment durations and fees vary depending on the service, practitioner and type of consultation booked.
2. Cancellation and Rescheduling Policy
We understand that plans can change. If you need to cancel or reschedule your appointment, please provide us with at least 24 hours notice.
CANCELLATIONS, RESCHEDULING OR NON ATTENDANCE WITH LESS THAN 24 HOURS NOTICE MAY INCUR A CANCELLATION FEE OF 100% OF THE APPLICABLE CONSULTATION FEE.
This policy applies to physiotherapy, remedial massage and dietetics appointments unless a different cancellation arrangement applies under a particular funding scheme, service agreement or other arrangement.
Your appointment time is reserved specifically for you. Late cancellations and missed appointments often mean that the appointment cannot be offered to another patient at short notice.
If unexpected circumstances arise, please contact us as soon as possible. Any decision to waive or reduce a cancellation fee will be considered by Trilogy Physiotherapy based on the individual circumstances.
3. How to Cancel or Reschedule
If you need to cancel or change an appointment, please contact Trilogy Physiotherapy as soon as possible.
Phone: (07) 3148 8785
Email: [email protected]
Where available, appointments may also be changed or cancelled through our online booking system.
Leaving a voicemail, sending an email or submitting another form of written communication does not necessarily mean that the change has been processed immediately. We recommend contacting us as early as possible if your appointment is approaching.
4. Appointment Reminders
We may send appointment reminders by SMS, email or another communication method.
Appointment reminders are provided as a courtesy. It remains your responsibility to remember your appointment and provide the required notice if you need to cancel or reschedule.
Not receiving an appointment reminder does not automatically waive a cancellation or non attendance fee.
5. Late Arrivals
If you arrive late, your practitioner may need to provide a shorter consultation so that appointments scheduled after yours are not delayed.
The normal consultation fee may still apply where an appointment is shortened because of late arrival.
If there is insufficient time remaining to safely or appropriately provide the service, your appointment may need to be rescheduled and a cancellation fee may apply.
6. Fees and Payment
Consultation fees vary depending on the practitioner, service and appointment duration.
Unless an alternative arrangement has been approved in advance, payment is due at the time the service is provided.
Patients are responsible for ensuring that any funding, referral, insurance or payment information provided to Trilogy Physiotherapy is accurate and current.
Outstanding accounts may need to be finalised before additional appointments are booked or provided.
Trilogy Physiotherapy reserves the right to update its consultation fees from time to time. Current fees can be confirmed with our team before booking.
7. Private Health Insurance
Patients with eligible private health insurance may be able to claim a rebate for physiotherapy and other eligible allied health services.
The amount of any rebate depends on your individual health fund, policy and level of cover.
Trilogy Physiotherapy cannot guarantee the amount of any private health insurance rebate.
Any remaining balance is the responsibility of the patient.
8. Medicare and GP Referrals
Some patients may be eligible for Medicare funded allied health services where they have an appropriate referral or plan from their GP.
It is the patient's responsibility to ensure that any required referral or documentation is valid and current.
Eligibility for a Medicare rebate is determined by Medicare and the relevant referral requirements.
Where a Medicare rebate does not cover the full consultation fee, any applicable gap payment remains the responsibility of the patient unless another arrangement has been confirmed with Trilogy Physiotherapy.
9. WorkCover Queensland
Where treatment is being funded by WorkCover Queensland or another workers compensation insurer, appropriate claim information and approval may be required.
Patients are responsible for providing accurate claim details and informing Trilogy Physiotherapy of any changes to the status of their claim.
If funding or approval is declined, expires or does not cover a service provided, the patient may be responsible for the applicable consultation fee.
Cancellation arrangements may also be subject to the requirements of the relevant insurer or funding arrangement.
10. Department of Veterans' Affairs
Patients receiving services funded through the Department of Veterans' Affairs must provide the appropriate information and referral documentation where required.
Eligibility and funding are determined by the Department of Veterans' Affairs and applicable program requirements.
11. NDIS Participants
Trilogy Physiotherapy provides services to NDIS participants where appropriate.
NDIS funded services are subject to the participant's funding arrangements, service agreement and the applicable NDIS Pricing Arrangements and Price Limits.
Cancellation fees for NDIS funded appointments may differ from the general 24 hour cancellation policy outlined above.
Where permitted under the applicable NDIS rules and the participant's service agreement, a short notice cancellation or non attendance fee of up to 100% of the applicable NDIS support price may be charged.
Participants, nominees, plan managers and support coordinators are responsible for notifying Trilogy Physiotherapy of any relevant changes to funding, plan management or service arrangements.
12. Third Party and Funded Appointments
Where an appointment is funded or paid for by an insurer, employer, government organisation, plan manager or another third party, the patient remains responsible for providing accurate and current funding information.
If funding is declined, exhausted, withdrawn or does not cover the service provided, responsibility for payment may revert to the patient or responsible party where appropriate.
13. Online Bookings
Our online booking system is provided for convenience and allows patients to request or book available appointment times.
When booking online, please select the service and appointment type that best reflects your needs.
If our team believes that another appointment type, practitioner or service would be more appropriate, we may contact you before your appointment.
Submitting an online booking does not alter the cancellation policy outlined on this page.
14. Clinical Care and Consent
Before providing treatment, your practitioner may discuss your condition, assessment findings, proposed treatment options, expected benefits, possible risks and available alternatives where appropriate.
You are encouraged to ask questions at any stage of your care.
You may choose not to proceed with a particular treatment or may withdraw consent at any time.
Treatment recommendations and rehabilitation plans are individualised. Outcomes cannot be guaranteed and may vary depending on the condition, injury, individual circumstances, adherence to rehabilitation and other factors.
15. Children and Young People
Where services are provided to a child or young person, consent may be obtained from a parent, guardian or other authorised person where appropriate.
The level of involvement of the child or young person in treatment decisions will depend on their age, capacity, circumstances and applicable professional requirements.
16. Personal Belongings
Please take reasonable care of personal belongings brought into the clinic.
Trilogy Physiotherapy is not responsible for loss or damage to personal belongings except where responsibility cannot lawfully be excluded.
17. Respectful Behaviour
Trilogy Physiotherapy is committed to providing a safe and respectful environment for patients, visitors and staff.
Aggressive, threatening, abusive, discriminatory or inappropriate behaviour towards staff, practitioners or other patients will not be accepted.
Where necessary to maintain the safety and wellbeing of patients and staff, Trilogy Physiotherapy may refuse or discontinue non emergency services.
18. Privacy
Personal and health information is handled in accordance with the Trilogy Physiotherapy Privacy Policy and applicable privacy requirements.
You can read our Privacy Policy here: Privacy Policy .
19. Communication
By providing your contact details, you consent to Trilogy Physiotherapy using those details for communications reasonably connected with your appointments and care, including appointment confirmations, reminders, administrative communications and follow up.
Marketing communications are managed separately and can be unsubscribed from where applicable.
20. Website Information
Information provided on the Trilogy Physiotherapy website is general information only and is not intended to replace an individual assessment, diagnosis or treatment plan from an appropriately qualified healthcare professional.
If you require individual advice regarding an injury, condition or health concern, please arrange an appropriate consultation.
21. Emergencies
Trilogy Physiotherapy does not provide an emergency medical service.
If you are experiencing a medical emergency, call 000 or attend the nearest emergency department.
22. Changes to These Terms
Trilogy Physiotherapy may update these Terms & Conditions and Cancellation Policy from time to time to reflect changes to our services, fees, business practices, funding arrangements or legal requirements.
The current version will be published on this page with the date of the latest update.
23. Governing Law
These Terms & Conditions are governed by the applicable laws of Queensland and Australia.
24. Contact Trilogy Physiotherapy
If you have any questions about these Terms & Conditions or our Cancellation Policy, please contact:
Trilogy Physiotherapy Pty Ltd
532 Seventeen Mile Rocks Road
Sinnamon Park QLD 4073
Australia
Phone: (07) 3148 8785
Email: [email protected]