Refund Policy

Effective Date: 11/01/26

At Performance Lab Physio, we are committed to delivering high-quality physiotherapy, rehabilitation, and performance services. This Refund Policy outlines when refunds may apply and how they are handled.

1. Services Rendered

Because our services are professional healthcare services delivered in real time, no refunds are provided once a session or service has been delivered, including:

Physiotherapy appointments
Assessments
Treatment sessions
Performance or rehabilitation programs
Exercise prescription or programming
Telehealth consultations

Once a session has occurred, the time, expertise, and clinical resources have been fully provided and cannot be reversed.

2. Cancellations & Missed Appointments

To ensure fairness to both our clients and clinicians, the following cancellation policy applies:

24+ hours before appointment = No charge

Less than 24 hours’ notice = 100% of session fee charged

No-show or failure to attend = 100% of session fee charged

Late cancellations or no-shows are not eligible for refunds, as this time cannot be reallocated to another patient.

3. Prepaid Sessions & Packages

If you purchase a prepaid package (e.g., multi-session block, rehabilitation program, or performance plan):

Unused sessions may be refunded only if:
- You provide written notice, and
- The request is made within 14 days of purchase, and
- No services from the package have been used

Once any session within a package has been used, the package becomes non-refundable.

Any approved refunds will be calculated based on the standard single-session rate, not the discounted package rate.

4. Dissatisfaction With Service

If you are unhappy with your care, we take this seriously. You should contact us within 7 days of your appointment so we can:

Review the matter
Offer a clinical explanation
Provide corrective care if appropriate

Refunds are not provided simply due to dissatisfaction, as physiotherapy outcomes vary based on medical, biological, and compliance factors. However, we may offer follow-up treatment or alternative solutions at our discretion.

5. Exceptions Under Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. You may be entitled to a refund if:

The service was not provided with due care and skill
The service was not delivered as described
The service was unsafe or unfit for purpose

If any of these apply, we will provide a remedy in accordance with the law.

6. How Refunds Are Processed

If a refund is approved:

It will be issued to the original payment method
Processing time is typically 5–10 business days
Administrative fees may be deducted where applicable

7. Contact

All refund or cancellation requests must be submitted to:

Performance Lab Physio
Email: physio@theperformance-lab.co.uk
Phone: 01254 457867