Terms and Conditions

Booking Policy

Unforeseen circumstances happen. It’s what life is all about! In consideration for our practitioners and other clients, it is expected that if you are unable to attend or need to change your booked appointment, you provide us with as much notice as possible, so we can offer your appointment to those on our waiting list.
You can call us, even after hours and leave a message, or email our administration team to let us know. Cancellations within 24 hours may incur a fee, subject to the discretion of management.
As our practitioners strive at all times to adhere to their schedules, we ask all clients to arrive with enough time to be ready for their appointment. Clients who are not ready for the start of their appointment may receive a shorter treatment in an effort not to inconvenience other clients.
Clients who fail to attend their scheduled appointment may be billed a cancellation fee, subject to the discretion of management.

Accounts and Billing

Please get in touch with your local administration team for our schedule of fees and pricing.
We accept cash, cheque, EFTPOS and credit card payments. Without our prior approval all payments must be made at the time of service.
Requirements for Insurance, Workers’ Compensation, Medicare and Department of Veterans Affairs claims and other third-party paying accounts differ. For these instances, we will discuss with you the information required to process the account. Without full supporting documentation, payment will be your responsibility.
In most cases, your health fund will allow you to claim electronically, remember to bring your physical or digital member card with you. There may be some instances where you need to pay us first and then claim back benefits directly from your health fund.

Terms of Payment (Effective 1 January 2026)

For all direct paying clients, all invoices must be paid within 7 days of the invoice date.

These terms help us ensure consistent service delivery and efficient account management. If you have any questions regarding your payments or require further clarification, please reach out to our administrative team.

Right to Refuse Treatment

There may be times where our practitioners and health professionals may be unable to effectively treat and provide adequate care for a particular client. This could be due to conflict of interest, repeated non-attendance/late attendance, area of professional proficiency, a person exhibiting rude, violent or threatening behaviour, proper maintenance of professional boundaries or any other lawful reason.
Ensuring the safety and protection of our staff is vital, so should any issue arise, our practitioners have the right to immediately discontinue or refuse treatment and if it is appropriate to do so, refer the client to another health professional or practice.
We act in accordance with current state or territory and federal legislation with regards to the discontinuation or refusal of client treatment and the transfer of client health records.

Disrobing and Protecting Client Privacy

We understand that each client has a unique need for privacy during a consultation depending on personal preference, natural modesty, the type of care being provided and the client’s familiarity with the service being provided.
If a client needs to disrobe for a particular treatment, our practitioners must provide a clear explanation of “adequate undress” and the reason it is important. Our practitioners will offer a suitable cover (such as a gown, shorts or drape) if it is necessary, to protect the client’s dignity and may turn their back or choose to leave the room while a client disrobes.
Discussion and phone communication is conducted discreetly, in the interests of respecting clients and protecting the privacy of health information.
Similarly, client handover discussions are conducted discreetly and do not take place in the presence of other clients or administrative staff.
If you would like any further information on your rights and responsibilities as a client, please click here.