Cancellation Policy

Ember Physio and Pilates – Late Cancellation & No-Show Policy

This document summarises the key terms of bookings, cancellations, and payments. Full Terms and Conditions are provided at the time of membership sign-up and should be reviewed carefully before registration.

Pilates & Private Pilates / Clinical Exercise

1.Bookings: All class bookings must be made in advance via our CRM platform, Momence.

2. Cancellations: To avoid the loss of class credit or a cancellation fee, the following notice periods apply:

  • Morning Semi-Private & Private Sessions: At least 12 hours’ notice.

  • Morning Group Classes: At least 2 hours’ notice.

  • Afternoon/Evening Sessions (All types): At least 3 hours’ notice.

  • Failure to provide notice (No-Show) or late cancellations will result in the forfeiture of the session credit or a designated fee.

3. Late Arrivals: Late arrivals may not be accommodated. Admission to the session is at the sole discretion of the instructor.Strict Cut-off: Group Reformer classes have a mandatory cut-off time of 5 minutes after the scheduled start.

4. Payment Terms: 

  • Memberships: Minimum 3-month commitment; billed weekly or monthly in advance

  • Packs: Class packs and private sessions are paid upfront and carry fixed expiry periods.

  • Suspensions: Subscription memberships may be suspended for up to 4 weeks per year (minimum 1-week blocks).

  • Arrears: Missed or failed payments may lead to immediate account suspension.

5. Refunds: Refunds are not provided for a change of mind. Termination during a minimum commitment period may incur an early termination fee.

Physiotherapy Services

  1. Appointment Bookings: All bookings must be made through Momence. Emergency appointments are subject to clinician availability.

  2. Cancellations: Fees are calculated based on the notice provided:

    • More than 24 hours’ notice: No fee.

    • 12–24 hours’ notice: 50% of the appointment fee.

    • Less than 12 hours’ notice or No-Show: 100% of the appointment fee.

    • Monday Appointments: Must be cancelled by the preceding Friday to avoid weekend communication gaps and associated fees.


3. Late Arrivals:If you arrive late, your treatment time may be reduced to ensure the clinician remains on schedule for following patients. The full appointment fee will still apply.

4. Payments:

    • Timing: Full payment is required immediately following treatment.

    • Rebates: Health fund rebates must be claimed directly by the client using the provided invoice.

    • Security: Card details are securely stored via Momence for seamless billing.

    • Recovery: Late or failed payments may result in service suspension and third-party recovery fees.


Contact Us: For any questions or notices, please contact us at: Email: info@emberpilates.com.au