• The Next Step Team


Effective June 2nd, 2020. Cancellation Policy

We respect that your time is valuable and we appreciate that you understand ours is too. The Next Step Spinal Cord Injury Recovery & Wellness Centre has a strict 24-hour client cancellation policy. ALL cancellations MUST be advised via phone to our Centre on 03 9408 4871. ALL cancellations made outside of business hours will be considered a late cancellation! *Please note that cancellations made via email or text will be disregarded as they do not adhere to the policy above and make it very difficult to stay on top of communication. 

Whilst we understand that living with a spinal cord injury or neurological condition can impose complications that can see our clients having to reschedule appointments due to illness or mishaps, notice is always appreciated so that we may utilise your time slot for another TNS attendee.

All cancellations of appointments require 24 hours’ notice to avoid a cancellation fee. The late cancellation fee is 100% of the full fee for the appointment missed. *Please note that if your funding provider does not cover cancellation costs, these costs will be billed to you.

Remember, we are a NFP organisation and your fee keeps us in operation!


Whist many of our athletes utilise different funding providers, we want to remind you that if for whatever reason your funding source falls through, your account isYOUR responsibility. We expect all accounts to be paid within 7 days and any outstanding accounts over a 30 day period will be sent for debt collection in YOUR name.

Please understand that our energy is best directed at the quality of the service we provide, not chasing unpaid accounts. So if your account remains unpaid after a 30 day period, your sessions will be put on hold until full payment has been received. 

*Please note when paying invoices via bank transfer, please use your invoice number as the reference.

This makes it easier to locate your payment and less likely for you to receive an annoying email from me.

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The Next Step recognises the importance of protecting your privacy.  We are committed to ensuring the continued integrity and security of the personal information you entrust to us. 

We appreciate that the success of our business is largely dependent upon a relationship of trust being established and maintained with past, current and prospective customers, shareholders and other individuals with whom we conduct business.  We will therefore continue to collect and manage your personal information with a high degree of diligence and care. 

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