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Payment & Fees Policy

Effective Date: 16/04/2025

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To ensure transparency and fairness, Soma has a clear policy on service fees and payments. We appreciate your cooperation in helping us maintain smooth clinic operations.

 

1. Payment Terms

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  • Payment is due at the time of your appointment
     

  • We accept EFTPOS, credit/debit card, and cash (bank transfer may be available upon request)
     

  • ACC-subsidised sessions may still incur a surcharge
     

  • Non-ACC (private) appointments are charged at our standard rate
     

 

2. Missed or Late Payments

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  • Invoices unpaid on the day may incur a late payment fee
     

  • Continued non-payment may result in suspension of further appointments until outstanding amounts are cleared
     

If you are experiencing financial difficulty, please speak to us in advance. We will do our best to work with you.

  • Continued non-payment may result in suspension of future appointments until the balance is cleared.
     

 

3. Debt Collection

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If your account remains unpaid after reasonable reminders and a final notice, it may be referred to a debt collection agency.
Please note:

  • You may be liable for any collection and legal costs incurred in recovering the outstanding balance.
     

  • Once referred, your account will be managed directly by the collection agency.
     

If you're having difficulty making payment, please contact us as early as possible—we’re happy to work with you on a solution.

 

 

4. ACC Claims and Patient Liability:

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In the event that an ACC (Accident Compensation Corporation) claim is submitted and subsequently declined, the patient will remain liable for the full cost of treatment. This includes any charges for services provided before, during, or after the claim decision. It is the patient's responsibility to ensure that their ACC claim is valid and submitted correctly. If an ACC claim is declined, patients will be invoiced for any outstanding balance that would have been covered by ACC.

By attending treatment sessions, patients acknowledge that they are responsible for payment of any fees not covered by ACC, including but not limited to any excess, co-payment, or non-approval of treatment by ACC.

 

 

Cancellation Policy – Soma (Swanson Physiotherapy Limited)

We understand that life is unpredictable and that plans may need to change. However, to ensure fair access to appointments and to respect our clinicians’ time, we kindly ask that you provide at least 24 hours’ notice if you need to cancel or reschedule your appointment.

 

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5. Cancellations and Missed Appointments

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  • Cancellations made with less than 24 hours’ notice may incur a cancellation fee up to the full cost of the appointment.
     

  • Failure to attend an appointment without notice (a "no-show") may also result in being charged the full appointment fee.
     

  • This policy helps us manage our schedule efficiently and offer timely appointments to all our patients.
     

 

6. How to Cancel or Reschedule

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To cancel or reschedule an appointment, please contact us as soon as possible:

  • Phone: 09 215 6564
     

  • Email: info@soma.co.nz
     

  • Any online booking system instructions if applicable
     

If you leave a message outside of business hours, we will take the time of your message into account.

 

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7. Exceptions

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We understand that emergencies and unexpected situations happen. If there are exceptional circumstances surrounding your late cancellation or missed appointment, please let us know—we may waive the fee at our discretion.

 

Thank you for your understanding and cooperation.

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