Structure, Terms & Conditions, Billings and FAQ's

How to get started with Clinical Pilates/PLE at MPC

To join a group class, we ask that you first complete a Clinical Pilates assessment with one of our experienced physiotherapists.The assessment is tailored to review your history, address any concerns, explore your goals, and create a personalised exercise program. This allows our physiotherapists to tailor each session to your individual needs, and it is what sets Clinical Pilates/PLE apart from other forms of Pilates. The information and foundational exercises will be shared with the physiotherapist leading your class. They will continually update and refine your program and records as you progress through your Clinical Pilates sessions.  This means you’re not limited to working with just one physiotherapist for your Pilates classes.

To schedule your assessment, please reach out to our friendly reception team. As your assessment requires access to one of our Pilates spaces, bookings can only be arranged through reception and are not available online. Please call 9078 8434 to book.

How Clinical Pilates/PLE classes are structured at MPC

All of our Clinical Pilates/PLE classes are a maximum of 3 people, 45 minutes in length and run by physiotherapists.

With 75 classes (and counting!) and just three participants per session, spaces are limited. To secure your spot each week, consider joining a class on a permanent basis. This ensures your place is reserved until it no longer suits your schedule. You’ll automatically be booked into your chosen class each week, with the flexibility to notify us in advance if you need to miss a session.

If a physiotherapist is unavailable, we will make every effort to arrange coverage so your class can proceed as usual.

How our term structure works

We break up the year by the Victorian public school terms, plus a ‘Summer Period’ in late December and January. We base the size of the term packs on the length of the school terms. Our classes continue throughout the school holidays. For instance, if a school term lasts 9 weeks, plus 2 weeks of school holidays,, a full-term pack for this period would cover 11 weeks in total.

Once you secure a permanent spot, we encourage you to purchase a term pack, which offers a 10% discount on your sessions. Term packs are payable at the start of each term.

At the start of each booking term, we’ll email you to confirm any planned absences, such as holidays or work commitments. Once notified, we’ll remove you from those classes, ensuring you only pay for the weeks you can attend. For instance, if the term spans 11 weeks (including school holidays) but you’ll be away for 3 weeks, you’ll only be charged for the remaining 8 weeks. This way, you’re never paying for sessions you miss.

If you miss a session you’ve paid for, you can schedule a make-up class anytime during the term to use the credit for the missed session. However, if the credit isn’t used by the end of the term, it will be forfeited. The only exception is if you cancel due to illness—in this case, the credit will roll over into your next pack. That said, we still encourage you to book a make-up class! Please note that make-up sessions cannot replace your regular class.

If you need to take an extended break from your regular spot, we may be able to hold it for you, depending on the circumstances. However, we can only reserve spots for specific reasons and for a limited time before offering them to other patients. Our priority is to ensure all patients have the best chance to receive the care they need. Each request will be carefully reviewed and decided on a case-by-case basis.

If you have private health insurance and physiotherapy as an extra, you can claim back a rebate from your insurer. Insurers will only allow you to claim back once you have attended a session. Once you have completed your term, we can email or print a statement so you can claim your benefits back from your insurer. This means you get a 10% discount on each session, plus a rebate for each session.

The process for claiming reimbursement from your insurer varies depending on the provider. To learn more, reach out to your private health insurer and inquire about the rebate for code 560 Group Therapy.

Clinical Pilates/PLE class waitlist for permanent places

If we are unable to find the perfect class time for you initially, we are able to book you in for your initial assessment and then book you casually until you find a permanent place in a class. We have a waiting list for people wanting to join classes permanently, and work from this when we have any movement in our classes.

If you’re placed on the waitlist for a permanent spot in a class, we’ll ask for your preferred days and times. When a suitable spot becomes available, we’ll notify you via SMS or email. Please note that offers may be sent to multiple individuals simultaneously, so be sure to respond quickly to secure your place.

Once you accept your offer, we’ll schedule your weekly sessions and can arrange a term pack for your convenience.

The second option is to add you to the waiting list for your preferred class(es) and schedule your initial assessment as soon as a permanent spot becomes available.

No-show and late cancellation policy

Under the term structure, you have agreed that you can attend the classes that you have paid for. Before taking payment, we discuss any clashes you might have with your regular class time, and take you out of any weeks you cannot attend.

If you miss a paid session, you can reschedule a make-up class at any time during the term, including the subsequent holiday period, to use the credit for the missed class. If by the end of the term you have not used the credit for the missed class, you forfeit this credit. The exception here is if you are cancelling for illness, we will roll this credit into your next pack, although we still encourage you to do a make up session as this will help you continue to achieve your goals! The make-up class cannot be your regular class. This applies at all times, whether you are outside of our cancellation window or not.

This policy differs from our standard no-show and late cancellation guidelines for other appointment types. For all other appointments, cancellations made within 12 hours of the scheduled time will incur a $30 late cancellation fee. If you fail to attend your appointment without notifying the clinic, the full consultation fee will be charged.

How to best use JaneApp for your Clinical Pilates/PLE bookings

JaneApp, our intuitive booking software, makes it easy to manage your appointments and billing details. It also offers the option to subscribe to your calendar for seamless scheduling.

To access your account, ensure your login details are linked to your current patient profile. If you’re unsure, our reception team is here to assist. They can confirm your username and help reset your password if needed.

You can access JaneApp directly through the Malvern Physio website. If you’ve ever scheduled an appointment online with one of our practitioners, chances are you’ve already used JaneApp.

After logging in, navigate to the ‘Book an Appointment’ page. To proceed, simply click on ‘My Account’ located in the top menu bar.

This page will have a list of options on the left hand side:

Upcoming Appointments

This page displays a list of your upcoming appointments. Above the appointment list, you’ll find a ‘Subscribe to Your Calendar’ button in the top-right corner. By subscribing, any appointments you book, cancel, or that are updated by the clinic will automatically sync to your calendar for seamless scheduling.

Pay Balance

You can securely pay online for any appointments or classes that you have owing on your account. This will reset your balance to zero. Once done, you can reach out to reception to arrange a term pack for the remaining classes in the term.

Receipts

You can find your receipts here which you can use to claim with your private health insurance.

General housekeeping

Studio names

At Malvern Physio, we offer two fully equipped clinical studios: the “Blue Studio” and the “Green Studio.” The Blue Studio is conveniently located just two doors down from reception, beside Fergus Cafe at street level. The Green Studio, our smaller space, can be found within our sister business, Return Pilates. It’s three doors away, past Taco Bill, and upstairs from the Victorian Dental Group. Please note, the larger studio within the Return Pilates space is exclusively reserved for their classes.

Checking in with reception

Kindly check in at reception before your class. This allows our team to accurately record your attendance and guide you to the correct studio for your session.

Early classes (before reception is staffed)

Monday classes at 6:30 am are always held in the blue studio, while Tuesday classes at 6:45 am take place in the green studio. Our front desk team is available from 6:45 am Monday to Friday and from 7:45 am on Saturdays, except in special circumstances.

Wearing socks

Grip socks are highly recommended for Clinical Pilates/PLE classes, but wearing any type of socks is mandatory. For hygiene purposes, bare feet are not permitted on the equipment.

Early for class

We appreciate your eagerness to arrive early! That said, it often means you’ll have a bit of time to wait before your class begins.

The blue studio features a cozy waiting room located just behind the main studio on the left. After placing your belongings on the shelving in the hallway to the right, feel free to unwind in the waiting room until your class begins. Alternatively, you’re welcome to wait in the hallway if you prefer.

The green studio features a welcoming waiting area shared by Return Pilates and Malvern Physio. Feel free to relax and enjoy the space before your class begins. Personal belongings will be stored inside the green studio, so please keep them with you while you wait.

Being mindful of others

Please keep in mind that you are one of three people in your class, and your physiotherapist can only be in so many places at once! You might need to wait briefly while they complete an instruction for another patient in class. They will come back to you as soon as they can.

New injury or flare up?

If you have a new concern or a flare up of an existing issue, please contact reception for a treatment appointment with one of our physiotherapists. The best way for us to give you the care you need is to have a 1:1 appointment with you, rather than trying to help you in a class environment.

Need to make changes to your classes?

If you need to make any changes to your classes, please speak directly to our reception team. Whether it’s booking a make-up class or switching to a different one, our reception staff are here to assist you. While our amazing physiotherapists focus on leading your classes, they may not always be able to relay messages. To ensure your requests are handled smoothly, always contact reception for any class adjustments.

Frequently asked questions

How do I know which studio my class will be in?

The best way to know is by checking with our friendly reception team at our main site, 299 Wattetree Road. The following classes begin before the reception desk is staffed:

• Monday 6:30am in the blue studio.
• Tuesday 6:45am in the green studio.

If you have a permanent place in a class, the class does not move studios unless there are extenuating circumstances.

Are there discounts or memberships available?

Absolutely! Secure your spot in a class by purchasing a term pack upfront and enjoy a 10% discount as a reward.

What if the classes currently available don’t suit my schedule?

Join our waiting list today! Simply let our friendly reception team know your preferred times, and we’ll notify you via SMS or email as soon as an appointment becomes available.

Do I need to do an assessment first? What if I have done Pilates elsewhere prior to attending Malvern Physio?

If you have not done an assessment at Malvern Physio, then yes you will need to start with an assessment. An assessment is important for us to understand your history, any concerns you might have, and to develop your exercise program. As you attend more classes, you will continue to develop your exercise program over time.

It’s great that you have done Pilates elsewhere, but if you are new to Clinical Pilates with us, then you will need to complete an assessment.

Should I ever get re-assessed?

This might be necessary if something has changed since you’ve last been at the clinic for Clinical Pilates/PLE, or you have been absent for a significant amount of time.

For example, if you have had surgery, been injured, given birth, or have new goals, then another 1:1 session would be ideal. This only needs to be 30 minutes, but can be longer if you wish.