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Commonly Asked Questions

Answers on the run

Do you ever have a question, but not sure where to find the answer? Chances are you aren't the only one to have the same burning question. So we've put together this commonly asked questions list to help answer that question, and possibly others you didn't know you wanted to know!

Masks – Do I have to still wear one at the clinic?

While the mask mandate has been lifted, we ask you still wear one when attending the clinic. The best protection is from an N95 classified mask. A mask may not protect you from catching Covid-19 or other airborne bugs, but it does help minimise the spread if you are asymptomatic (not yet showing symptoms).

Help! I'm running late for my appiointment. What should I do?

Firstly don’t panic! Life happens and sometimes it’s unavoidable. Your appointment is set aside just for you, and is waiting for you when you do arrive. If you can, please let us know how late you will be ASAP. It may not be possible to reply as I may be with a client. But rest assured your appointment won’t be given away. It just means your treatment time will still finish at the same time.
If you would like to extend your appointment ( for example from 75 minutes to 90 minutes) please ask when you arrive. You may be in luck depending on bookings and breaks following your appointment.

I may be a Covid-19 close contact but I have an appointment booked. What should I do?

Please contact the clinic ASAP.
In some cases, a negative test and wearing mask may mean you can still attend.
Other times, it’s advisable to reschedule.
This is determined case by case, and according to the latest health and industry guidelines.

I have private health insurance. How do I claim for my appointment? 

It’s easy! Let us know at the end of your appointment and you will be emailed an invoice with all the details your health fund requires to reimburse you. 

Many health funds have an app or online portal where you upload a picture or copy of your invoice for quick processing. If you are unsure, please contact your health fund. 

I have arrived early to my appointment. Why is the front door locked? 

Firstly, thanks for being on time for your appointment. 

Please be assured that if you have received a confirmation SMS for your appointment, Kate will be ready and waiting on time for your booking. If the booking schedule allows, you may be able to begin your session earlier. This also means your appointment will end earlier. However if this isn't the case we appreciate you waiting until the door is opened.

If you need help filling out your intake forms, there is plenty of time to do so during your scheduled appointment time.

During appointments, the front clinic door is locked for security and privacy. 
This ensures your treatment won’t be interrupted by other clients, as your appointment time is set aside to focus on giving you the best possible service. 

Between bookings, there is only a set limited amount of time to make client notes, change the massage table linens, and clean/sterilise the clinic room and equipment ready for your appointment. Being on time allows these crucial tasks to happen and run smoothly

I have tried calling the clinic, but no one answers, and I haven’t had a call back.

We really appreciate you getting in contact! Between clients, travel, and mobile appointments in poor mobile reception areas, it makes it hard to return phone calls. 
The best way is to text Kate directly on 0421399515 with your queries or questions. She will get back to you as soon as she can. Occasionally a message slips through the cracks. So if you haven’t had a reply within 2 days, please touch base again.

Why do I get SMS from different mobile numbers?

The joy of technology! 
Without boring you with the details, the booking software uses a pool of phone numbers within the system for all outgoing SMS.
This is why you may get the same automated appointment reminder from a different phone number compared to a previous appointment reminder.
This also means you may get a direct SMS reply from Kate (not automated) through the system from a different number.
Any number you receive a message from is dedicated text only, and will not ring if you call it.
For any time-critical messages or calls, please contact Kate directly on 0421 399 515. This is a direct (normal) mobile number.

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Thursday: 10.00am - 8:00pm
Friday: 10.00am - 5:00pm
Sat: 10.00am - 1.00pm
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