Terms & client policies

These terms apply to services provided by Karri Performance, a trading name of Abouna Yostos Pty Ltd (ABN 42 693 727 301).

Financial policy

• Payment is due at the time of service unless an approved insurer, scheme or employer account applies.
• PT plans are billed weekly in advance by direct debit to your card on file. There are no lock-in contracts. Cancel with 7 days' notice through the app or by email.
• You can pause your plan for up to 4 weeks per year (illness, travel).
• Health funds: rebates depend on your level of cover; you pay the gap on the day.
• WorkCover WA / ICWA / Comcare: we bill the insurer directly for approved treatment. If your claim is declined or not yet approved, you're responsible for fees, which you may be able to claim back later.
• DVA / Medicare / NDIS / Support at Home: we follow each scheme's rules. Services outside the scheme's coverage are privately billed, and we'll tell you before they're provided.
• Failed direct debits are retried after 3 days. A $10 failed-payment fee may apply.

Cancellation and no-show policy

• Please give 24 hours' notice to cancel or reschedule.
• Late cancellations (under 24 hours) are charged at 50% of the session fee, and no-shows at 100%, or a PT session is deducted from your plan.
• Insurers don't pay for missed appointments, so for insurer-funded appointments the fee is charged to you.
• We understand emergencies happen. Talk to us.

Code of conduct

We provide a safe, respectful environment for clients and staff. Abusive behaviour, harassment or unsafe conduct may result in services ending.

Complaints

Contact the site lead or email feedback@karriperformance.com.au. We acknowledge complaints within 2 business days. If you're not satisfied with how we handle a complaint about a registered health practitioner, you can contact AHPRA or the WA Health and Disability Services Complaints Office (HaDSCO).