OUR POLICIES

Please read our policies carefully before acknowledging them in booking forms, not only does it protect us "the practitioners", but it also contains important information for your rights as a consumer.

For any questions regarding our policy, please send us an enquiry form.

Welcome to Zoom Therapy Services.

Zoom Therapy Services would like to take the opportunity to introduce you to our procedures and polices document.
The following contains information for clients on a range of areas including:

  • Payment Policy

  • Cancellation Policy

  • Sickness Policy

  • Toileting Policy

  • Complaint Policy

Zoom Therapy Services
Payment Policy:

If you are self-managed: Zoom Therapy Services requests payments to be made at the time of service. During your session, a mobile eftpos machine will be used to take payments. 

This will be included as the final part of your session. Whilst your child is being transitioned from the room (placing shoes on) your therapist will work to quickly to take the payment. A receipt will be emailed immediately following the payment in order to be claimed for NDIS. 

If there are delays or internet related issues, we ask that you can make a bank transfer so that each session can be completed at the end of each session.

If you are third party managed we will invoice your 3rd party payer direct, following the session.

Zoom Therapy Services
Cancellation Policy:

“Zoom Therapy Services is committed to providing all of our families with exceptional care. Therefore, when a client cancels without giving enough notice, they prevent another client from being seen."

Our Weekly Therapy clinic cancellation policy stipulates a client needs to maintain an 80% or higher attendance rate during a term to retain their regular therapy spot an 100% attendance rate for group therapy and intensive therapy blocks. 

This is to ensure maximum opportunities for therapeutic progress for our clients while being mindful of the clients on our extensive waiting lists. Please email me on zoomtherapyservices@gmail.com by 3:00pm on the day prior to your scheduled appointment to notify us of any changes or cancellations.

If prior notification is not given, you will be charged the scheduled fee for the missed appointment.


Our Intensive Programs states that these programs are a full week (or 2 week) program and 100% attendance is required. If you cancel your program by the Monday (7 days) before your scheduled holiday intensive start date (no later than 5pm), a 50% (of the full fee) will be charged. If we are able to book in another client into your spot, this fee will be waived. 

Any cancellations that occur after this period of your scheduled holiday intensive start date; the full week program fee will be charged. We will do our best to try and fill this spot, where possible. Cancellations during the week must still be paid for under the cancellation policy as these cannot be filled by another client.

Zoom Therapy Services
Sickness Policy:

Zoom Therapy Services requests that if your child has acute sickness symptoms that your child does not attend their session. 

Sessions when there is unwellness often result in poor outcomes for the child as session lean towards being very physical in nature. We also have vulnerable children who have suppressed immune symptoms that we need to be considerate towards. 

Symptoms such as a running nose, fever, active cough, vomiting, diarrhea, lethargy, sore throat etc. If your child has required medication for suspected symptoms, please reschedule your session. 

Always feel free to reach out to your therapist in these incidences so that a plan can be formed around rescheduling your appointment. We hope that firm policies and procedures ensure minimal disruption to the operation of our service. We appreciate your support!

Zoom Therapy Services
Toileting Procedure:

Zoom procedures around managing children or young people who need assistance with toileting. Staff are aware that children have a need for privacy and confidentiality, being aware that these children are vulnerable. Our policy is as follows:

  • When a parent/carer is present, they are responsible for taking their child to the toilet.

  • If a parent is not present, children over 7 the child will be led to the toilet where they will be expected to toilet themselves and a therapist will remain near the clinic doorway to let the child back into the clinic setting when complete. Self-toileting means they can open and lock/shut toilet door themselves, complete their own toileting routines, leave to re-enter the clinic unassisted.

  • Under 7, if a parent/carer is not present, therapist is to message or call the parent and advise that their child needs to go to the toilet. Parent/carer to enter the setting to assist their child. If a child has had a toileting accident, a parent will be informed immediately and asked to return to support a clean-up with their child.

  • No child is to enter the bathroom with another child.

Zoom Therapy Services
Complaints Policy:

Everyone (participants and their families, workers and other providers) at Zoom Therapy Services is encouraged to provide feedback or make a complaint through multiple mechanisms including conversations with Allied Health Professionals (AHP), phone calls, emails, websites and third parties such as funding bodies.

Participants and their families are provided with the opportunity to provide feedback or make a complaint at the time of their reviews but also at any time during service delivery. 

Information on how to make a complaint is provided to participants before services commence and reinforced during support delivery.
Complaints can be made at https://www.ndiscommission.gov.au

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