Cancellation Policy

1. How to cancel or reschedule

The easiest way to cancel or reschedule is to click the cancellation link in your appointment confirmation email or reminder. This takes you straight into our Cliniko booking system where you can cancel or move your appointment in a few clicks.

If you can't find the link, email us at [email protected] or contact us directly. Please don't rely on social media direct messages or text messages to a personal number, as we may not see them in time.

2. Notice period

More than 24 hours' notice

If you cancel or reschedule more than 24 hours before your appointment start time, there is no charge. The slot can usually be offered to another patient or a waitlist contact.

Within 24 hours of your appointment

If you cancel or reschedule within 24 hours of your appointment start time, a cancellation fee of up to 100% of the session cost may be charged at our discretion. This reflects that short-notice cancellations are difficult to fill, and the time set aside for you cannot be recovered.

We assess every late cancellation on its facts. If the slot is filled by another patient, or if there are exceptional circumstances, we may waive the fee.

No-show

If you do not attend your appointment and do not contact us, this is treated as a no-show. The full session fee will be charged.

After a no-show, future bookings may require prepayment.

3. Exceptional circumstances

We do not charge cancellation fees in these situations, provided you let us know as soon as reasonably possible:

• Sudden illness or injury (yours, or that of someone you care for).
• Family emergency (bereavement, medical emergency in your immediate family).
• Government-mandated quarantine or isolation affecting you.
• Severe weather or transport disruption that makes attendance unsafe.

Please contact us by email at [email protected] and tell us briefly what has happened. We will not require detailed evidence, but we ask you to be honest. Repeated cancellations under "exceptional circumstances" may lead us to review the arrangement with you.

4. Prepaid sessions

If you have prepaid for your session at the time of booking:

• More than 24 hours' notice: your prepayment is fully refunded to your original payment method, or held as credit toward a future booking if you prefer.
• Within 24 hours, or no-show: the prepayment may be retained in full as the cancellation fee.
• Exceptional circumstances: as set out above, the prepayment will be refunded or held as credit.

Refunds are typically processed within 5 business days through Stripe.

5. When we need to cancel

Occasionally we may need to cancel or reschedule your appointment, for example due to practitioner illness, family emergency, or unexpected building closure (the clinic operates inside Clublime Gym at 260 Keira Street).

If this happens we will:

• Notify you by SMS or email as early as possible.
• Offer to reschedule to the next available suitable slot.
• Fully refund any prepayment if you prefer not to reschedule.

We do not pay compensation for indirect losses caused by a cancellation on our side (for example, time taken off work to attend). We will, however, do everything reasonable to find a replacement slot that works for you.

6. Repeated late cancellations

If a patient repeatedly cancels at short notice or fails to attend, we may:

• Require prepayment for all future bookings.
• Limit the number of forward bookings allowed at one time.
• In rare cases, decline to take further bookings.

We will discuss this with you before applying any restriction.

7. Workshops and group sessions

Workshops have their own cancellation terms because they involve different cost structures (venue, materials, group capacity). Workshop-specific cancellation terms are published on each workshop registration page at the time bookings open, and you agree to those terms when you book and pay for a workshop.

Expressions of interest

Registering your interest in a workshop through our workshops page (elitemuscletherapy.com.au/workshops) does not commit you to attending or paying. You are simply joining the list to be notified when sessions are confirmed. You can unsubscribe at any time using the link in any email we send.

Paid workshop bookings (when available)

Once workshop bookings open, the general approach we apply is:

• More than 7 days before the workshop: full refund or transfer to a future workshop or another attendee, at your election.
• Within 7 days of the workshop: workshop fees are non-refundable, but may be transferable to another attendee or held as credit toward a future workshop, at our discretion.
• Exceptional circumstances: the same exceptional circumstances rules in section 3 above apply to workshop bookings.

If we cancel a workshop (for example, due to insufficient bookings or practitioner illness), you will receive a full refund or the option to transfer to the next available session.

8. Health fund claims

If you have claimed a session through a private health fund and the session is later cancelled with a fee charged, you will need to coordinate with your fund regarding any reclaim or adjustment. We will provide an adjusted receipt where appropriate.

9. Why we have this policy

EMT is a single-practitioner clinic. Yaser is typically booked many weeks in advance, with a waitlist of patients waiting for an earlier slot. Every short-notice cancellation that we cannot fill is a slot lost, not just for us but for someone else who could have used it.

This policy is in place to be fair to everyone involved: to you (so you know what to expect), to other patients (so cancelled slots can be offered to those waiting), and to the business (so the practitioner's time is respected).

We genuinely don't want to charge cancellation fees. The best outcome is that you give us as much notice as possible when you need to change, and we have time to fill the slot.

10. Questions

If you have any questions about this policy or about a specific cancellation, contact us at:

We will respond within two business days.