Frequently Asked Questions

We currently do not employ reception staff but may in future.

How do I move my appointment?

According to the terms and conditions stated at the time of booking and contained in your Appointment Confirmation email (see below), you will be unable to move your appointment less than 24 hours prior.  However, (twice throughout the year) if the appointment is rebooked and paid for within 7 days of your cancellation this appointment will be refunded to you.

Firstly, you will need to cancel your appointment and then book another.  Go to your Appointment Confirmation email (see below) and click on the underlined cancel appointment (circled in red).

Any fees held for the cancelled appointment will automatically be unsuspended and returned to your account.

How do I cancel  my appointment?

According to the terms and conditions stated at the time of booking and contained in your Appointment Confirmation email (see below), you will be unable to cancel your appointment less than 24 hours prior.  However, (twice throughout the year) if the appointment is rebooked and paid for within 7 days of your cancellation this appointment will be refunded to you.

Go to your Appointment Confirmation email (see below) and click on the underlined cancel appointment (circled in red).

Any fees held for the cancelled appointment will automatically be unsuspended and returned to your account.

I would like a longer than 60 minute appointment.  How do I book this?

If you would like to add extra time to your physiotherapy consultation you may book an additional session immediately after your first session. If you would like an extra 30 minutes you will be directed to adding a Short Physiotherapy Consultation, for an extra 45 min you will be directed to adding a Standard Physiotherapy Consultation, and for  an extra 60 min an Extended Consultation.  Simply click one of the relevant boxes below:

I can't find my Appointment Confirmation email

Send us an email at [email protected] and we will resend the email so you may cancel/change the appointment, or simply for your records.

Where can I provide my reason for cancelling?  (It's the polite thing to do)

When you cancel your appointment there is an automatic drop down menu for you to select your reason for canceling and and option to add text. If you’re unhappy with a Physiotherapy Consultation or Personal Training Session we value your opinion, so please let us know.

My partner is unable to attend our Personal Training session.  What should I do?

If only one partner is unable to attend the scheduled session. You may still attend on your own.  Currently, Function and Form are offering single and partnered sessions at the same price. 
However, if you split the cost of your sessions with your partner, then you may wish to discuss with your partner whether they are happy to pay you to attend this session. Otherwise, you may cancel the session (go to Cancelling an Appointment).

If you are running less than 15 -30 min late for an hour appointment that’s ok. You can call us on (02)9922 6163 and let us know.  Please appreciate that we may not get everything covered in that session. Unfortunately you will be charged the fee of the booked appointment.  The practitioner at their discretion may extend the consultation where possible ( if there are no appointment after you).

I am having problems finding the building.  What should I do?

See photos below:

I am having problems getting into the building.  The sliding doors won't open or the lift doesn't work.  What should I do?

Outside business hours the building automatically locks, both the sliding doors and the lifts. We will be automatically looking for you during these times and come down to let you up. Feel free to call us if you have arrived a little late. Do be mindful that we are seeing other patients and will usher you up the lifts after their appointment and not during.

I have already paid but the appointment booking is asking me for my card details.  What should I do?

Some of our services require full payment or partial payment at the time of bookings, whilst other services are prepaid as a group of 10 to 15 sessions. 
1. Check you have selected the correct service, each service has a link to a website page with a description
2. Above the terms of use section there will be an option to " pay later"
3. Check this option and the card details will no longer show.
4. Now you can book the appointment

We currently offer Telehealth/ Zoom/ Video Conferencing for all our physiotherapy appointments and single personal training sessions.  I you would like a session for another service please send us an email with your request at [email protected]

Book your physiotherapy or Single Personal Training Session as usual.  When you receive you appointment confirmation email you will see "join an appointment" written in red text.  Click on this link.

You may also go to your google calendar invite (see below), and click on add to calendar. 

Add the link you find there to your browser (see below),  

We don’t offer refunds but we are happy for you to gift any remaining funds to a friend or family member.  

Please note 10 Session and Frequent Flyer Packages have an expiry date. For more information on these click on the links here:.

According to the terms and conditions stated at the time of booking and contained in your Appointment Confirmation email, there is a cancellation fee equal to the appointment booked if cancelling/ moving your appointment less than 24 hours prior. However, (twice throughout the year) if the appointment is rebooked and paid for within 7 days of your cancellation this appointment will be refunded to you.

The fee is which is held in reserve by the payment gateway Stripe, is returned to whatever method of payment you have selected immediately however it may take a number of days before registering with your financial institution.

I would like a receipt or invoice.  What should I do?

If you had your Health Insurance card at the time of paying,  is most likely that the Health Insurance claim has already been processed,  However if this is not the case or you would just like a receipt for your records, please email us at [email protected]  and we respond during business hours.

I think my invoice is incorrect.  What should I do?

If you believe your invoice to be incorrect, please email us the invoice with the error circled or otherwise indicated.  Send your email to: [email protected] and we will rectify the error during business hours. 
Also, note there are two dates included on the invoice, one the date of issue and the other the date of the actual appointment.

I would like a Gym/ Exercise Program created for me.  What should I do?

Take a look at the Specialist Personal Training options available by clicking the button below.  Select the appropriate program. We take require prepayment of all Gym/ Exercise Programs before we begin creating the program. Please allow 2 days before booking your first Personal Training Session to allow us time to review all the information contained in your form and create your Individual Program.

I have just found out that I am a close contact of someone with Covid-19.  What should I do?

First comply with current health orders and any requirement for testing or isolation.  Please let us know as soon as possible, You may wish to cancel your appointment or schedule a Telehealth Session (over a video call).  If you are canceling within the last 24 hours any payment made will be held in credit towards your next appointment.

I have just found out that I am have Covid-19.  What should I do?

First comply with current health orders and any requirement for testing or isolation.  Please let us know as soon as possible, You may wish to cancel your appointment or schedule a Telehealth Session (over a video call).  If you are canceling within the last 24 hours any payment made will be held in credit towards your next appointment.

I've had one treatment and I’m still not 100% recovered weeks later? Do I need surgery?

It’s not usual to make a complete recovery after one treatment. Often part of the physiotherapy process is to identifying the activities you may be doing that aggravate your injuries, and a progression of manual therapy and exercises to address the under lying issues. For example,  if weakness is the primary issue it may take up to 2-3 months of exercise for muscles to become strong enough to make a difference.

Conservative management takes time and money, and a complex problem may require several treatments over many months for complete recovery. However, these sessions are spaced depending on symptoms,  how good you are at avoiding aggravating factors, and being diligent with your exercises.

Surgery is expensive ($15,000 plus), painful, requires time off work, exercise and sport, and also requires a period of exercise rehabilitation and activity restriction. Surgery rarely yields complete recovery from pain or return to preinjury status. 


As a Physio it can often be challenging to achieve patient compliance in avoiding aggravating movements and positions  ie. sleeping on a shoulder with a rotator cuff injury.   And yet patients who choose a surgical intervention often manage better compliance with exercise, gradual return to activity and avoidance of at risk movements and positions.  Displaying rehabilitation efforts that if employed at the conservative management stage, would often negate the need for surgery.

Conservative management isn’t for everyone, and perception plays a big role in outcomes and choices.