Terms & Conditions
Mutual Commitment
In order to achieve optimal treatment results, we require an equal commitment from you. Take the time to read all of our Terms and Conditions as clarity, communication and understanding will ensure that we’re always on the same page and achieving the best outcome possible.
All of our professional recommendations are based on the information provided by you, an objective and expert physiotherapy examination and the specific goals determined by you and your physiotherapist.
We are confident that if you follow our recommendations, and any further opinions subsequent to reviews that may occur periodically throughout the term of your treatment, then we can help you to achieve outstanding results.
1. Pilates packages
1.1 You can purchase your Pilates package by calling the clinic. To purchase a package you must have completed a Pilates Assessment, or intend to complete one before commencing classes.
1.2 The package is either a 5 class package or a 10 class package. The package has set dates with an expiry being either the 5th or 10th week respectively.
1.3 If you have to miss a class, but can provide 24 hours notice, your class can be cancelled without cost and you can make up a class before your package expires, subject to availability.
1.4 In special circumstances where a medical certificate can be provided and you are medically unable to complete your package, we can pause your package and hold your remaining classes as credit but they convert to a casual class. Casual classes are subject to availability and can be booked no more than a week in advance. So when you wish to use your casual class, phone our clinic and we can happily let you know which classes have space. The casual classes have a 6 month expiry on them, so there is no rush to use the credit.
1.5 If you are unfortunately unable to return to Pilates again, due to unforeseen illness, we can refund your remaining package to you.
1.6 If you cancel your class within 24 hours of your scheduled class, the package will be applied and no make-up class will be available unless an emergency occurs (for example, a government mandated isolation). We do allow for 1 late cancellation (within 24 hours) every 10 weeks whereby a make up class within your package will be offered, subject to availability.
1.6 A package cannot be extended if you have to miss a class (except if the class you miss is at the end of your package, we will extend to the following week), but if the class you cancelled fills to full capacity without your booking, we will keep the credit in your account and you can apply it to another class (again it converts to a casual class). We only charge you for a late cancellation if we cannot fill the class.
1.7 If, on the rare occassion, we have to cancel your class, you have the option of:
(a) A one week extension of your package, at no extra cost
(b) A casual make up class, valid for 6 months, subject to availability
(c) A refund of that one class, if you cannot extend your package and are not continuing Pilates after the conclusion of your package and you cannot attend any make up classes.
2. Booking Policy
2.1 Booking Agreement
By booking an appointment with our clinic (online, by phone, in person, or via third party), you enter into a binding booking agreement with us. Booking an appointment indicates that you have read, understood, and agreed to our Terms and Conditions, including our Cancellation Policy.
We reserve your appointment time exclusively for you.
2.2 Appointment Reminders
As a courtesy, we send an SMS reminder the day before your appointment requesting confirmation.
This reminder is a courtesy only.
Your appointment remains booked and reserved for you regardless of whether you confirm.
Not receiving an SMS/Email reminder does not remove or reduce your responsibility to attend or cancel within the required timeframe.
It is your responsibility to ensure we have your correct contact details.
2.3 Fees and Payment
Consultation fees are payable at the time of your appointment unless otherwise arranged.
If a cancellation fee is incurred, it must be paid in full before booking or attending another appointment.
3. Cancellation Policy
3.1 Notice Period
We require a minimum of 8 hours’ notice to cancel or reschedule an appointment.
Notice must be provided by contacting the clinic directly during business hours or by leaving a voicemail or written message (SMS/email) that clearly states your intention to cancel or reschedule.
3.2 Late Cancellations and Non-Attendance
If you:
Cancel or reschedule with less than 8 hours’ notice, or
Fail to attend your appointment without notice (non-attendance),
a cancellation fee will apply as follows:
$50 for a 30-minute appointment
$100 for appointments longer than 30 minutes
These fees reflect the cost of reserved clinical time and the impact of short-notice cancellations on the clinic and other patients who may have required that appointment time.
This policy applies to all clients without discrimination. This includes clients who do not pay out of pocket for their physiotherapy services.
3.3 Confirmation of Appointments
Receiving an SMS reminder and/or confirming/not confirming your attendance does not alter the 8-hour cancellation requirement.
Your appointment remains reserved for you unless you formally cancel or reschedule with at least 8 hours’ notice. Failure to attend, even if you did not confirm via SMS, will result in the applicable cancellation fee.
3.4 Payment of Cancellation Fees
Cancellation fees:
Must be paid prior to booking or attending another appointment.
May be charged to the card on file where applicable.
We reserve the right to refuse future bookings if outstanding fees remain unpaid.
Consumer Rights (Australian Consumer Law)
This policy complies with the Australian Consumer Law (ACL).
Under the ACL:
Businesses may charge a cancellation fee where it represents a genuine and reasonable estimate of the loss suffered due to late cancellation or non-attendance.
Our cancellation fees reflect the reserved clinical time, clinician availability, and administrative costs associated with short-notice cancellations.
This policy is transparent, clearly disclosed, and accepted at the time of booking.
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law. If you believe exceptional circumstances apply, you may contact the clinic to discuss your situation. Any variation to this policy is at the clinic’s discretion.
4. Late and Missed Appointments
4.1 If you arrive late to an appointment, but within your appointed time slot, you will receive a shorter consultation in an effort not inconvenience other patients waiting at the same cost as the full appointment.
4.2 Please see section 3 for our cancellation policy.
5. Consent to Treatments
You hereby request and give consent to our therapists to perform all agreed examinations, manipulations, therapy, rehabilitation and medical diagnostic procedures in accordance with their professional training and understanding of your injury. Consent is fluid, and can be removed at any time.
You acknowledge and accept that
5.1 The physical nature of physiotherapy and related treatments.
5.2 You have the right to see the physiotherapist of your choice, refuse intervention or seek a further opinion and to provide feedback and make a complaint.
5.3 The adverse risks associated with treatment can occur, including stiffness and soreness, soft tissue injury, neurological complications, cerebrovascular injuries, skin irritations, burns and other minor complications.
5.4 The probability of risk is lowered by screening procedures.
5.5 Other treatment options exist if the risk of physiotherapy is considered to be high, including medication, medical care, hospitalization and surgery.
5.6 The risk of remaining untreated includes the formation of adhesions, scar tissue and other degenerative changes. These changes can further reduce skeletal mobility, and induce chronic pain cycles. It is quite probable that delay of treatment will complicate the condition and make future rehabilitation more difficult.
5.7 Most clients receive our services without the need of a medical or other referral. However, in the event a referral from another practitioner has been given, it is highly recommended that such a referral is provided to the treating physiotherapist to assist in the continuity of care and our delivery of the most appropriate treatment for the client/patient.
6. Consent to Obtain and Release Information
6.1 To expedite the management of your injury or injury claim, you accept it may be necessary to communicate the details of your medical condition with treating practitioners, rehabilitation consultants, case managers and employers.
6.2 If you do not wish to consent to release of information, please notify our reception staff.
6. Accounts and Billing
6.1 It is expected that all fees are paid in full at the time of consultation.
6.2 We accept cash, EFTPOS, credit cards and offer electronic health rebates (via HICAPS) for your convenience. However, in the event of electronic network failure, an invoice will be emailed and payment is required within 48 hours.
6.3 Payment of accounts can be done via direct deposit or in person at the practice from which you received the service.
6.4 Health Insurance rebates (electronic or otherwise) can only be claimed after the service has been received.
6.5 Our intention is not to exclude anyone from being able to access our physiotherapy services. We have never denied anyone the benefits of physiotherapy care because of their inability to pay our published fees. If financial hardship requires individual consideration, please contact the Practice Director and we will attempt to offer solutions.
7. Privacy Policy Summary Statement
7.1 This practice is committed to protecting your privacy and this information is generally only disclosed to other members of your medical team where necessary.
7.2 The personal and health information you provide during your consultation and subsequent treatment will be collected for the primary purpose of providing high quality health care.
7.3 Where required by law or if necessary for debt collection reasons, your personal information will be disclosed.
7.4 Preston Physiotherapy uses SMS and/or email communication to keep you up to date with your appointments.
7.5 Occasionally we may send you information regarding news at your local practice via a number of possible ways including: post, email, telephone call or SMS.
7.6 Should you wish not to receive such communications or our convenient SMS appointment reminders please advise the administration staff at the practice.
7.8 Your acceptance of these Terms and Conditions is considered consent to receive such communications as outlined above however you may opt out at any time.
8. Exclusion of Liability
8.1 The Practice Director and employees of this Practice shall not be liable for, nor shall they accept any responsibility for any injury, loss or damage howsoever sustained by any person or persons arising out of any of the treatments or procedures delivered in this Practice or in any way whatsoever which does not arise from any negligent act or omission of the Practice Director and employees.
9. Gift Certificates
9.1 Gift certificates are only able to be redeemed for services or products to the amount on the gift certificate. Not redeemable for cash
9.2 Gift certificates are non-refundable
9.3 Any purchases of a greater value than the value of the gift certificate must be paid in full at the time of purchase
9.4 In the unlikely event of business closure, gift certificates are void
10. Promotions
10.1. Your appointment needs to be booked within the promotional time frame.
10.2. Promotions cannot be combined and are not available in conjunction with any other offer
10.3. Valid only for full priced consultations
10.4 You are still able to claim your private health insurance on these discounted appointments
10.5. Promotions can only be used for 1:1 Physiotherapy appointments
10.6. The discount is not redeemable for cash and cannot be used in retrospect on past appointments
10.7. Consultation prices are subject to change, and the discount is applied to the price of the consultation at the time of the consultation
10.8. Promotions will be applied to the next appointment, and cannot be ‘saved for later’
10.9. Promotions cannot be redeemed for compensable appointments such as workcover, TAC, NDIS, DVA or bulk-billing EPC
11. AI notes
Some of our clinicians utilise AI notes. We will ask for consent to use these, and you are able to choose whether or not you wish for them to be used.
We use a program called Heidi. The program listens and transcribes the session. There is no voice recording obtained. We have also onset these transcripts to permanently delete after 7 days.
A little bit about Heidi:
No patient dara is not used to train, develop, or improve Heidi’s AI models
The servers where the transcripts are encrypted are located within Australia
Heidi Health is based in Melbourne, Victoria, Australia
Heidi’s information management systems are ISO27001 accredited
The notes that are transcribed are copied into our practice management software (Cliniko) and permanently saved to your patient file