Frequently Asked Questions

Frequently asked questions and answers regarding clinical therapies, home based therapies, and cancellation policies.

Clinical Therapies

What time should I arrive for my massage appointment?

Please arrive at least 10 minutes before your massage appointment time. New clients will be asked to fill out a client consultation form.


What if I am late to my appointment?

All treatments will conclude at the scheduled time.


What will happen when I arrive for my massage appointment?

When you arrive at The SMART Centre you will be welcomed with a smile by one of our team members. We will ask you to provide us with information to help us have a better understanding of how to tailor the treatment to your needs. At this time you will be given the opportunity to provide us with any medical history, past or present injuries and anything else we should be aware of. Once your Massage Therapist has read over your information they will come and introduce themselves and take you to the treatment room. We ask that all mobile phones are turned off once you are in the waiting room for the comfort of yourself and others in the clinic.

On your first visit, we ask that you arrive 5-10 minutes early so that when filling out the Initial Consultation form you do not lose any treatment time. Please allow a few extra minutes once you are with your therapist to go through the paperwork before your treatment begins.

What can I expect to happen during my massage appointment?

Once you are sitting in the treatment room, the Massage Therapist will go through all your health information with you and talk about any concerns you may have. The Massage Therapist will then tailor the treatment to your individual needs. You are welcome to leave your personal belongings on the table or chair in the treatment room.

Your Massage Therapist will then leave the room and wait outside whilst you undress down to your underwear. Once undressed, you will position yourself either lying on your back or front depending on what your Massage Therapist has advised, you can then cover yourself with the towel provided.

You will be given a few minutes to do this before your Massage Therapist reenters the treatment room.
You will be covered by the towel throughout your massage and your Massage Therapist will only uncover the parts of your body they need to work on. Your modesty will be respected at all times and we ask that you advise the Massage Therapist if you are feeling uncomfortable.

Before you begin your treatment, your Massage Therapist will ask you to make them aware if at any time a technique or stroke is causing you discomfort. Depending on what you have discussed, your massage treatment will be conducted to specific areas of the body which may need treating, or as per requested.

What happens after my massage treatment?

After your massage treatment, the therapist will exit the room and ask you to get dressed, there is a mirror and personal toiletries for your convenience to use prior to leaving. You may be asked to stay in the room and the therapist will return to ask you any further questions, give you time to ask any questions, as well as advise of any take home exercises and stretches that could prove useful, to get the most out of your treatment.

After your massage it is advised you drink water to rehydrate, and also to help flush out any minerals that may be circulating or released after your massage. This will limit your soreness and help avoid any headaches after the treatment. It is also recommended you follow the exercise or stretching program your therapist has given you as well as any additional post care procedures to make sure you have a speedier recovery.

For payment you can bring in your private health care card to swipe on our HICAPS machine, which means you only have to pay the remaining gap payment (if applicable). At the time of your payment you also have the opportunity to make another appointment as advised by your practitioner. By this time, the whole process would normally take an hour.

How can I pay for the session?

Payment can be completed after the session through cash payment or EFTPOS.

Can I claim with my Private Health Fund?

Submit a copy of your receipt and you will be able to claim from your health fund directly.

Home Based Therapies

What do I need to supply before I can get a massage treatment?

At The SMART Centre will supply all necessary equipment required to perform a professional treatment and experience similar to that you would experience in a clinic but in the comfort of your own home. The only requirement is a space to set up the table to treat from and access to running water for hand washing.

What do I wear for my treatment at home?

Depending on the type of treatment and area that is being treated, disrobing down to underpants may be required. Please discuss with the therapist if you have any concerns.

How long does the session go for?

All sessions run for 60 mins which includes the therapist to setup, treat and pack down equipment.

How can I pay for the session?

Payment can be completed after the session through cash payment.

Can I claim with my Private Health Fund?

Submit a copy of your receipt and you will be able to claim from your health fund directly.


What is your cancellation policy?

Our goal at The SMART Centre is to provide quality care and treatment in a timely, organized manner. In order to uphold this ideal we have had to implement the following cancellation policy. This policy allows us to make better use of available appointment in order to provide health care to patients.

We understand that sometimes other things come up unexpectedly, and you need to cancel or reschedule an appointment. Please understand that we are a busy clinic and we do have waiting lists of clients that need urgent attention.

Please be courteous and call the clinic at least 24 hours prior to appointment to inform us if you are unable to attend your scheduled appointment.

To cancel appointments please call 0411 762 082. If you are unable to reach our receptionists please leave a detailed message on the voice mail. The answering machine is on 24 hours a day.

Please note: You may not cancel via email.

No charge will be applied if you cancel 24 hours in advance. Appointments missed or cancelled without 24 hour notification will be charged a Missed Appointment Fee.

Missed Appointment Fee: $90

If you are unsure whether you will be unable to make it to your scheduled appointment, then you can schedule it on the day of treatment (if availabilities permit).

What happens if I need to cancel my booking?

​At times things occur unexpectedly which is understandable but we do require 24 hrs notice to cancel bookings otherwise you may be required to pay a cancellation fee of $50.

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