1. Why we have this policy
At MoveLab Health, each appointment is time set aside just for you. When an appointment is cancelled late or missed, that time usually can’t be offered to another patient who needs care.
This policy helps us keep appointments available, reduce waiting times, and treat every patient fairly.
2. Cancelling or rescheduling
Please give at least 24 hours notice if you need to cancel or reschedule an appointment. For example, for a 10:00am Tuesday appointment, let us know by 10:00am Monday.
You can cancel or reschedule by:
- using the link in your appointment confirmation or reminder
- booking online at movelabhealth.com.au
- calling us on 03 5519 9100 (leave a voicemail outside business hours)
- emailing admin@movelabhealth.com.au
The time your message is received by phone, voicemail, email or online booking is the time of cancellation.
3. Cancellation and no-show fees
Fees are a percentage of the standard fee for the appointment you booked.
| Situation | Fee |
|---|---|
| Cancelled or rescheduled with 24 hours notice or more | No fee |
| Cancelled or rescheduled with less than 24 hours notice | 50% of the appointment fee |
| No-show (not attending without notice) | 100% of the appointment fee |
Arriving more than 10 minutes late may mean a shortened session or, if it can’t go ahead, being treated as a late cancellation. The full appointment fee still applies to a shortened session.
Cancellation and no-show fees can’t be claimed through private health insurance, Medicare, or third-party funders such as DVA, NDIS, TAC or WorkSafe. They are payable by the patient.
4. Exceptions
We understand that genuine emergencies happen. Fees may be waived at the discretion of MoveLab Health in situations such as:
- a sudden illness or medical emergency
- a family emergency or bereavement
- severe weather or unsafe travel conditions
If you’re unwell with a contagious illness, please don’t come in. Call us as early as you can and we’ll work with you.
Repeated late cancellations or no-shows may mean future appointments need to be prepaid, or booking may be restricted.
5. Paying fees and acknowledgement
Any cancellation or no-show fee will be invoiced after the missed appointment. It must be paid before or at your next appointment. If you have card details stored with us, the fee may be charged to that card, and we’ll send you a receipt.
By booking an appointment with MoveLab Health, you agree to this cancellation policy.
Phone: 03 5519 9100
Email: admin@movelabhealth.com.au
MoveLab Health · 85 Lava St, Warrnambool VIC
Last updated: September 2026