Terms & Conditions

 

Client Consent to Treatment
  • Explicit/Informed Consent: Physiotherapist will explain the client’s condition and the proposed physiotherapy assessment and treatment plan. Answer any questions the client has about the condition or treatment. Obtain the client’s consent before commencing any treatment procedure. The client understands that he/she/they can withdraw consent at any time, and this will be respected without affecting the client’s future care. Verbal and written consent will be provided to receive physiotherapy assessment and treatment from the qualified practitioners at Flex Physio & Massage Pty Ltd.
  • Right to Refuse/Withdraw: The client has the right to refuse treatment, seek a second opinion, or withdraw consent at any time without prejudice.
  • Physical Contact: Due to the physical nature of physiotherapy and remedial massage therapy, the client has the right to accept or withdraw consent for physical contact at any time.

 

Financial and Payment Terms
  • Updated fee structure: Please follow the most updated fee stucture and accepted payment methods, including EFTPOS, HICAPS, approved third-party billing, and bank transfers.
  • Payment Obligation: The client agrees to pay the full consultation fee at the time of the service unless third-party billing arrangements have been approved and confirmed.
  • Third-Party Billing: If dealing with WorkCover, CTP/TAC, Medicare (GPCCMP), or DVA, specify that:
      • The client must provide all required paperwork/approvals prior to the appointment.
      • If approval is not in place, the client remains responsible for the full fee and must claim the rebate directly from the insurer after payment to Flex Physio.
      • Rebates are applied only to the service itself, not to cancellation fees.

 

Cancellation and Missed Appointment (Did Not Attend) Policy
  • Required Notice: 24-hour notice is required for cancellation or rescheduling.
  • Cancellation Fee: $55 applies to any late cancellations or “Did Not Arrive” (DNA/No-Show) appointments.
  • Late Arrival: If the client is late for an appointment, the session may be shortened to avoid impacting subsequent clients. Full consultation fee will still apply.
  • Exceptions: Flex Physio & Massage Pty Ltd reserves the right to waive the fee in cases of genuine emergencies, but the client must communicate this as soon as possible.

 

Privacy and Confidentiality (Information Release)
  • Please refer to the privacy and policy tab under “Info”
  • Marketing/Communication: Consent for SMS reminders, emails, and any marketing communication will be provided during patient intake form. The client have the right to opt out of promotional material.

 

Exclusion of Liability
  • Limited Liability: Flex Physio & Massage Pty Ltd and its employees are not liable for, nor accept responsibility for, any injury, loss, or damage sustained by a person resulting from treatments except where such injury, loss, or damage arises from the practice’s or employee’s gross negligence or professional misconduct.
  • Personal Property: Flex Physio & Massage Pty Ltd is not responsible for loss or damage to a client’s personal property while on the premises.

 

 Clinical Practice and Client Responsibilities

  • Client Responsibility: The client agrees to provide a full and accurate medical history and follow the advice of the physiotherapist and remedial massage therapist.
  • Referral: Physiotherapist may refer the client to other forms of care if they believe the condition is outside their scope of practice or the risk of physiotherapy is too high.
  • Code of Conduct: Flex Physio & Massage Pty Ltd and its practitioners adhere to the Physiotherapy Board of Australia’s Code of Conduct.