Terms and Conditions

Cancellation Policy

We understand that life gets busy, and we aim to be fair and transparent with our cancellation policy. Our practitioners maintain waitlists for many of their services, so providing as much notice as possible allows us to offer your appointment to another patient in need.

Appointment Deposits

A $50 deposit is required to secure all initial appointments and all massage appointments. This deposit is applied to the cost of your appointment at the time of attendance.

If you cancel within our late cancellation period or do not attend your appointment, your $50 deposit will be retained as your cancellation fee.

Short-Notice Cancellation & No-Show Policy

Classes (6 hours' notice)
Cancellations made within 6 hours of your scheduled class will result in the loss of that class from your pass or the full class fee being charged.

Appointments (3–12 hours' notice)
Cancellations made between 3 and 12 hours before your appointment will incur a $50 cancellation fee. Where a deposit has been paid, this will be retained as your cancellation fee.

Appointments (Less than 3 hours' notice or No-Show)
Cancellations made within 3 hours of your scheduled appointment, or failure to attend without notice, will incur a fee equal to 50% of the appointment fee. If a $50 deposit has been paid, it will be applied towards this fee, with any remaining balance payable.

Payment of Cancellation Fees

Where applicable, cancellation fees will be processed using your deposit. Any outstanding balance must be paid promptly and can be settled:

• In person at your next visit.

• Via the secure payment link included in your emailed invoice. Please note this link is valid for 24 hours. If it expires before payment is made, the outstanding balance will remain on your account and must be paid before or at your next appointment.

How to Cancel

Appointments and classes can be cancelled:

• Online through our booking system.

• By calling or texting us on 0478 116 700.

Please do not cancel via social media (Facebook or Instagram), as these accounts are not monitored for appointment changes.

Clinical Follow-Up

As allied health practitioners, we have a duty of care to our patients. If you do not attend your appointment, our team may contact you to check on your wellbeing and assist with rescheduling where appropriate.

Refund Policy & Consumer Guarantees

Our services and class packs come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). For major failures with the service, you are entitled to cancel your service contract with us and receive a refund for the unused portion.

Apart from your rights under the ACL, the sale of a class pass and/or rehabilitation pack is final and valid for 6 months (or 12 months depending on pack type) from the time of purchase. We do not provide refunds, transfers, suspensions, or extensions for change of mind, user error, change of address, or unsuitability.

Medical Exemptions: In documented cases of illness, injury, birth & recovery, or surgery, Pear Exercise Physiology & Physio will gladly suspend your class pass or rehabilitation pack until you are medically cleared to return to exercise.

Gift Vouchers

These Terms and Conditions apply to all gift vouchers issued by Pear. By purchasing, using, or attempting to redeem a Pear Gift Voucher, you accept the following terms in accordance with the Australian Consumer Law (ACL) requirements.

1. Voucher Value and Use

• Gift vouchers can be used for any eligible service or product offered by Pear, unless otherwise stated at the time of purchase.

• Vouchers are redeemable in-person or via phone/email booking only.

• Partial redemptions are permitted, and any remaining balance will stay valid until the expiry date.

2. Expiry Date

• Pear Gift Vouchers are valid for 3 years (36 months) from the date of issue, in compliance with Australian Consumer Law.

• The date of issue is clearly printed on the voucher or contained within the digital receipt.

• Any unused balance after the expiry date will be forfeited and cannot be refunded or redeemed.

3. Exclusions

• Vouchers cannot be used to purchase other vouchers, third-party products, or events not run directly by Pear.

• Vouchers cannot be redeemed for cash, refunded, or exchanged.

• Vouchers cannot be used to pay outstanding account balances.

4. Lost or Stolen Vouchers

• Please treat your physical voucher like cash. Pear is not responsible for unauthorised use of a voucher.

• Lost, stolen, or damaged physical vouchers will not be replaced or refunded unless proof of purchase can be verified and the voucher can be securely identified and cancelled within our system.

5. Refunds and Consumer Guarantees

• Gift vouchers are not refundable once purchased, except as required under the Australian Consumer Law (ACL).

6. Proof of Purchase

• Proof of purchase (receipt, invoice, or confirmation email) may be required for all voucher redemptions.

7. Amendments

• Pear reserves the right to update these terms at any time, provided such changes do not reduce the rights of existing voucher holders.

Parent Waiver & Release of Liability for Minors

With the growth in our Mums & Bubs classes, and in Mums bringing their children along to appointments, we have taken the following actions to help protect both our studio, and your littles ones, in getting involved in the classes & appointments at Pear! 

Parent Waiver and Release of Liability for Minors which states that children can be involved in exercise physiology, remedial massage and physiotherapy appointments & supervised small group classes, but their safety & responsibility lies with you as their parent/guardian. 

Our team will assist where we can with childminding, however our primary role is to teach the class, and provide supervised exercise programming and other active & manual therapies. 

To protect children with allergies to eggs, peanuts and similar nut products, Pear Exercise Physiology & Physio has a policy that no food or products containing eggs or nuts should be brought into the studio - such as:

i. eggs or egg shells
ii. egg cartons for craft
iii. peanuts, brazil nuts, cashew nuts, hazelnuts, almonds, pecan nuts
iv. any other type of tree or ground nuts, peanut oil or other nut based oil or cooking product, peanut or any nut sauce, peanut butter, hazelnut spread, marzipan
v. any other food which contains nuts such as chocolates, sweets, lollies, nougat, ice creams, cakes, biscuits, bread, drinks, satays, pre-prepared Asian or vegetarian foods
vi. foods with spices and seeds such as mustard, poppy, wheat and sesame seeds. 

We also have a Parent Waiver and Release of Liability for Minors for you to sign, which states that children can be involved in small group classes & appointments, but their safety & responsibility lies with you as their parent/guardian. Our team will assist where we can with childminding, however our primary role is to teach the class, provide therapeutic services & supervised exercise programming. 

Thank you in advance for your co-operation and understanding with our policies.