Terms of Service

These Terms of Service apply to all clients of Physio Local and are available on our website. By attending an appointment or engaging with our services, you acknowledge and accept the terms outlined below.

1. Fees and Pricing

All fees are listed in Australian Dollars (AUD) and may be adjusted from time to time without prior notice. Current pricing can be obtained by contacting your local Physio Local clinic. Fees may vary between clinic locations. Discounted rates may be available to eligible clients, including (but not limited to) pensioners, low-income card holders, and approved community partners.

2. Goods and Services Tax (GST)

GST will be applied where required by law and will be included in the quoted price of applicable services or products. Most physiotherapy and healthcare services are GST-exempt; however, GST may apply in situations where treatment is not considered rehabilitative in nature. Certain rehabilitation products may also be GST-exempt under specific conditions. Please contact your clinic if you require clarification.

3. Consent to Assessment and Treatment

By attending an appointment at a Physio Local clinic or receiving in-home services, you provide implied consent for assessment of your condition. Your treating practitioner will explain proposed treatments and seek further consent before commencing care.

4. Collection and Use of Personal Information

Physio Local collects personal information for purposes including, but not limited to, clinical assessment and treatment, appointment management, billing, communication, and service improvement. By providing your information, you consent to its use in accordance with Australian Privacy Principles, the Privacy Act, and the Spam Act. All information is handled respectfully and confidentially.

5. Privacy and Confidentiality

Physio Local is committed to protecting patient privacy and adheres to recognised professional standards regarding confidentiality. Further information regarding privacy practices is available on our website.

6. Communication and Marketing

From time to time, Physio Local may contact you regarding appointment reminders, clinic updates, marketing materials, newsletters, or relevant health information. All electronic communications provide an option to unsubscribe. Alternatively, you may contact us directly to update your communication preferences. We comply with the Spam Act and will make reasonable efforts to honour all requests.

7. Data Security

Client records are stored securely using trusted third-party systems with strong data protection standards. If you wish to access, update, or request deletion of your personal information, please contact your Physio Local clinic.

8. Accounts and Billing

Physio Local does not routinely offer private accounts. Payment for private services is required at the time of consultation. In exceptional circumstances, private accounts may be approved at the discretion of clinic management. Third-party billing arrangements may be accepted where appropriate, including approved Workers Compensation claims, Motor Vehicle Accident claims, valid NDIS plans, and eligible DVA Gold Card referrals.

9. Payment Methods

Payment is required at the conclusion of your appointment. Accepted payment methods may include cash, cheque, EFTPOS, credit card, and private health insurance claiming where applicable.Some payment types may not be accepted at all locations and may incur additional fees. Clinics reserve the right to apply card processing surcharges.

10. Cancellations, Non-Attendance, and Late Arrivals

Appointments should be rescheduled or cancelled with a minimum of 24 hours’ notice. Failure to do so may result in a cancellation fee of up to the full appointment cost. If you arrive late, treatment time may be reduced depending on therapist availability.

NDIS Appointments:‍

NDIS participants must provide at least 24 hours’ notice for cancellations. Appointments cancelled with insufficient notice may be charged against the participant’s NDIS plan in accordance with NDIS guidelines.

11. Feedback and Complaints

Physio Local welcomes feedback and is committed to addressing concerns promptly and professionally. Complaints may be submitted via email, phone, or in writing at your local clinic. You will be informed of the process and outcome once your concern has been reviewed.

12. Ownership of Goods

Ownership of any products purchased from Physio Local (in-clinic or online) transfers to the client only once full payment has been received.

13. Product Availability

Physio Local does not hold all rehabilitation products in stock and cannot guarantee immediate availability. Most products can be sourced within 24–48 hours; however, some items may require longer lead times. Special orders may require a deposit at the time of purchase.

14. Returns and Refunds

Unused products may be returned to the clinic of purchase within 7 days, provided they remain in original packaging. After this period, refunds are subject to supplier approval. Any shipping or return costs incurred are the responsibility of the client.

15. Faulty or Damaged Products

If a product is deemed faulty or damaged (excluding normal wear and tear), Physio Local will assess the item and, where appropriate, arrange a replacement at no additional cost.

16. Product Warranties

Manufacturer warranties apply to eligible products and cover defects in materials or workmanship. Warranties do not cover damage caused by misuse, incorrect handling, or lack of maintenance. Regular care and maintenance are required to keep warranties valid.

17. Treatment Outcomes

While all Physio Local clinicians are appropriately trained and committed to best-practice care, treatment outcomes cannot be guaranteed. By engaging in services, you acknowledge that physiotherapy is a professional service and that fees are payable regardless of outcome.

18. Satisfaction Commitment

Although results cannot be guaranteed, Physio Local is committed to providing a high standard of care. If you are dissatisfied with your experience, please raise your concerns with clinic management. At the discretion of the clinic owner or manager, a refund of your most recent treatment or referral to another provider may be offered. This policy may be applied once per client.

19. NDIS Services

NDIS services provided by Physio Local are governed by separate service agreements and NDIS Practice Standards. These terms operate alongside, but independently from, this Terms of Service document. Further information is available on our website.