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Effective Date: 8th February 2025
Welcome to Flex and Flow Physio. By accessing or using our physiotherapy services, you agree to the following Terms of Service. Please read them carefully before booking an appointment.
1. About Us
Flex and Flow Physio is a sole trader physiotherapy business providing clinic-based and mobile physiotherapy services. Our physiotherapists are accredited with the Australian Physiotherapy Association (APA) and the Australian Health Practitioner Regulation Agency (AHPRA).
2. Services Provided
We offer physiotherapy services, including but not limited to:
• Sports physiotherapy
• Women’s health physiotherapy
• Exercise-based rehabilitation
• Recovery and pain management
• Functional exercise based therapy
• Hands-on treatment including but not limited to massage, dry needling and mobilisation techniques.
• Telehealth physiotherapy
3. Eligibility for Services
To receive physiotherapy services, clients must:
• Be at least 18 years old or have parental/guardian consent if under 18.
• Provide accurate medical history and disclose relevant health conditions.
• Follow all provided treatment plans and safety guidelines.
4. NDIA (NDIS) Clients
Flex and Flow Physio provides services for self-managed and plan-managed NDIS participants.
• Clients must confirm their funding availability before booking.
• A Service Agreement may be required for ongoing treatment.
• NDIA pricing guidelines will be followed where applicable.
• Cancellations and non-attendance policies apply as per NDIS guidelines.
5. Informed Consent
By proceeding with treatment, the client acknowledges that:
• They have been informed of the nature, benefits, and risks of the proposed treatment.
• They have had the opportunity to ask questions and receive satisfactory answers.
• They may withdraw consent and discontinue treatment at any time.
6. Enhanced Primary Care (EPC) Medicare Plans
Clients referred under an Enhanced Primary Care (EPC) plan (also known as a Chronic Disease Management Plan) may be eligible for a Medicare rebate for physiotherapy sessions.
• Clients must provide a valid referral from their GP before their first appointment.
• Flex and Flow Physio is not a bulk-billing provider. A gap payment will be required for each EPC appointment.
• Clients must pay the full session fee upfront, and the Medicare rebate will be processed afterward.
• It is the client’s responsibility to check their eligibility and remaining EPC sessions with their GP or Medicare.
7. Bookings and Cancellations
• Appointments can be made via phone (0450 881 605), email (suzie@flexandflowphysio.com.au), website (https://www.flexandflowphysio.com.au), or through our social media messaging.
• Cancellations must be made at least 24 hours before the appointment time.
• Late cancellations (less than 24 hours’ notice) or missed appointments will incur a cancellation fee of $50
• For NDIA (NDIS) participants, cancellation policies align with NDIS guidelines.
8. Payment and Fees
• Fees are payable at the time of service.
• Accepted payment methods: cash, card, bank transfer, private health insurance claims, NDIS plan manager payments and medicare payments.
• Private health insurance rebates may apply; clients are responsible for checking eligibility.
• Outstanding payments must be settled within 24 hours. A late payment fee of $25 applies for overdue invoices.
9. Mobile Services
For home visits, clients must:
• Ensure a safe and appropriate treatment space.
• Inform the physiotherapist of any hazards at the location.
• Be present at the scheduled appointment time.
If a location is deemed unsafe, the physiotherapist reserves the right to refuse treatment, and a cancellation fee may apply.
10. Telehealth Services
Telehealth physiotherapy services are available for clients who prefer remote consultations. By booking a telehealth session, clients acknowledge:
• A stable internet connection is required.
• Telehealth sessions may have limitations compared to in-person treatments.
• Clients are responsible for ensuring a private and safe environment for their session.
• The physiotherapist reserves the right to recommend an in-person session if necessary.
11. Exercise Programs Disclaimer
As part of physiotherapy treatment, clients may be provided with home exercise programs.
• Clients should follow exercise instructions as prescribed.
• If any pain or discomfort occurs, clients should stop the exercise and seek advice.
• Flex and Flow Physio is not liable for injuries resulting from unsupervised exercise programs unless due to proven negligence.
• Clients are responsible for ensuring a safe environment for home-based exercises.
12. Health and Safety
• Clients must inform the physiotherapist of any changes in their health condition before each session.
• The physiotherapist reserves the right to refuse or modify treatment if a client’s condition is unsuitable for physiotherapy.
• If a referral to another healthcare professional is required, the client will be informed.
13. Emergency Situations
Flex and Flow Physio does not provide emergency medical care. If you are experiencing a medical emergency, please call 000 or seek urgent medical attention.
14. Insurance and Liability
Flex and Flow Physio is covered by public liability and professional indemnity insurance through the Australian Physiotherapy Association (APA).
• While we strive to provide effective treatment, results may vary for each individual.
• Flex and Flow Physio is not liable for any injury, loss, or damage arising from treatment unless due to proven negligence.
• Clients assume all risks associated with physiotherapy treatment, including the possibility of temporary discomfort or side effects.
15. Governing Law and Jurisdiction
These Terms are governed by the laws of New South Wales, Australia. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of New South Wales.
16. Statutory Rights Under NSW Law
Under NSW law, certain terms are implied into contracts between consumers and businesses, including warranties that our services will be provided with due care and skill and will be fit for their intended purpose. Nothing in these Terms is intended to exclude or modify such statutory rights.
17. Disclosure Obligations
As required by NSW regulations, we will disclose any necessary information regarding your treatment, including potential risks and alternative therapies, to help you make informed decisions about your care.
18. Professional Conduct and Boundaries
Our practice strictly adheres to the professional conduct standards set by the Physiotherapy Board of Australia and the Physiotherapy Council of NSW. We are committed to maintaining professional boundaries and ensuring the safety and well-being of our clients.
19. Privacy and Confidentiality
• Client information is collected and stored in accordance with Australian privacy laws.
• Personal and medical details will only be used for treatment purposes and will not be shared without consent, except as required by law.
• For more details, refer to our [Privacy Policy].
20. Changes to Terms of Service
We may update these Terms of Service from time to time. Continued use of our services constitutes acceptance of any changes.
21. Contact Information
For questions or concerns regarding these Terms of Service, please contact:
Flex and Flow Physio
Ph: 0450 881 605
E: suzie@flexandflowphysio.com.au
Location: Jordan Springs, NSW, Australia