PhysioDirect

Cancellation & Refund Policy

Last updated: 21 July 2026

1. What you pay, and to whom

When a physiotherapist accepts your booking request, you pay a booking deposit of S$20.00 via Stripe to secure the appointment. The session fee — currently S$180.00 for a 45–60 minute session — is billed after the session has been delivered, with your deposit credited toward it. Home visits may carry an additional transport fee of up to S$50.00, which is always disclosed to you at the time of booking before you pay anything.

Your treatment contract is with the physiotherapist, not with PhysioDirect. PhysioDirect concludes the booking and collects the deposit, session fee, and any transport fee as the physiotherapist's disclosed collection agent. Refunds under this policy are likewise processed by PhysioDirect on the physiotherapist's behalf.

2. If you cancel

  • 24 hours or more before the appointment start time: your deposit is refunded in full to your original payment method. Refunds are initiated promptly and typically appear on your statement within 5–10 business days, depending on your bank or card issuer.
  • Less than 24 hours before the start time, or if you do not attend (no-show): the deposit is forfeited. The forfeited deposit is a genuine pre-estimate of the value of the physiotherapist's time reserved for you and the appointment slot that could not be offered to another patient — a proportionate liquidated sum, not a penalty. No further cancellation charge applies.

3. If the physiotherapist cancels

If the physiotherapist cancels the appointment or fails to attend — for any reason and regardless of how much notice is given — your deposit is always refunded in full to your original payment method. You will not be charged the session fee or any transport fee for a session that did not take place.

4. If PhysioDirect cancels

In rare cases we may cancel a booking ourselves — for example, if a verification issue arises with the physiotherapist's registration or listing. If we do, your deposit is refunded in full, regardless of timing.

5. Rescheduling

Rescheduling 24 hours or more before the appointment start time is free: your deposit is carried over to the new appointment. A reschedule requested less than 24 hours before the start time is treated as a cancellation under Section 2, and a new booking (with a new deposit) is required for the new time.

6. How to cancel or reschedule

  • To cancel: from the My Bookings page of your PhysioDirect account, using the cancel option on the relevant booking; or
  • to cancel or reschedule, by contacting support at gininnovate@gmail.com. The time we receive your request (not the time you send it, if these differ) is used to determine which cancellation window applies, so please cancel through My Bookings where possible for an immediate timestamp.

7. Session fees already billed

Once a session has been delivered, the session fee (and any disclosed transport fee) for that session is not refundable, except where a refund is required by law. If you believe you have been billed incorrectly, or you have a concern about a session you were charged for, please raise it through our Complaints & Disputes process — we will look into it.

8. Your statutory rights

Nothing in this policy excludes or limits any right you have under applicable law that cannot be excluded or limited — including your rights under the Consumer Protection (Fair Trading) Act — and nothing excludes liability for death or personal injury caused by PhysioDirect's own negligence, or for fraud.