Terms & Conditions

1. Cancellations

We understand that some circumstances cannot be foreseen, yet last-minute cancellations and situations where people miss their session times due to forgetting or mixups negatively affects the treatment progress, and prevents others from receiving care at that time. For this reason: 

  • If you are unable to attend a scheduled session, you must provide at least Twenty-Four (24) hours’ notice.

  • Cancellation more than 24 hours before your session time incurs no fee.

  • Cancellation between 24 and twelve (12) hours of your session incurs 50% of the full session fee.

  • Cancellation or failure to attend (“no show”) on the day of the session, for any reason, incurs the full session fee.

  • This policy is applicable to all customers/patrons and is NOT claimable on your health fund.

  • Clients who are claiming their consultation fee through Medicare will be required to pay the full cancellation fee themselves. The cancellation fee cannot be bulk billed.

  • Further appointments may not be booked until the outstanding cancellation fee has been paid.

We appreciate your understanding of this policy and welcome any questions you may have.

2. Late, Interrupted or Missed Sessions

If you are late for your session, or the session is interrupted (e.g. by a phone call or bathroom emergency), the session must still conclude at the original scheduled time, and you will be charged at the full session fee.

This policy is necessary to ensure we can remain punctual and reliable for all Friendly Physio Patrons.

Where the schedule permits, your Friendly Physio therapist may at their discretion choose to extend your session’s end time to make up for time lost due to unforeseen disruptions or delayed starts.

3. Consent to Treatment

By engaging in a session with Friendly Physio, you give consent to your attending therapist to perform all necessary examinations, manual therapies, interventions, rehabilitation and medical diagnostic procedures in accordance with their professional training and understanding of your clinical situation.

By engaging in a session with Friendly Physio, you understand, acknowledge and accept:

  • Physiotherapy treatment is physical in nature and may require you to disrobe

  • You have the right to see the physiotherapist of your choice, refuse intervention, seek a further opinion, to provide feedback and make a complaint.

  • You have an opportunity to discuss the nature and purpose of your care with your attending therapist before any treatment is performed.

  • The adverse risks associated with treatment, including stiffness and soreness, soft tissue injury, neurological complications, cerebrovascular injuries, skin irritations from taping methods, burns and other minor complications.

  • The probability of risk is lowered by screening procedures performed during the assessment and reassessment.

  • Other treatment options exist if the risk of physiotherapy is considered to be high, including medication, medical care, hospitalisation and surgery.

  • The risk of remaining untreated includes the formation of tissue adhesions, scar tissue and other degenerative changes. These changes can further reduce mobility, and lead to chronic pain. It is very possible that delay of treatment will complicate the condition and make future rehabilitation more challenging.

4. Consent to Obtain and Release Information

To enable us to provide the highest level of care we may need to obtain and/or release information regarding your medical condition with other healthcare professionals, institutions, consultants, case managers and etc.

By engaging in a session with Friendly Physio, you give permission for Friendly Physio practitioners to exchange such information regarding your health and any significant past medical history, with those people deemed necessary.

5. Accounts and Billing

  • Friendly Physio will issue you with a weekly invoice after the conclusion of your final session for that week. 

  • It is expected that all fees are paid in full within 3 days of the invoice being issued.

  • If you are paying in person at the time of your session we accept cash, EFTPOS and credit cards. If you are paying the invoice after the session has concluded we accept direct bank deposit. 

  • If you cannot comply with the payment terms, or wish to request special consideration, please let us know as soon as possible.

6. Special Offers

  • *First Session Free

    • To receive your first Friendly Physio session free, you must meet the following criteria: 

      • Be a new patron/customer (have never been a patron/customer of Friendly Physio before).

    • Friendly Physio has the right to change the terms of or cease this offer at any time without notice. 

  • *Referral Offer

    • To receive a free session for referring someone to Friendly Physio you must meet the following criteria:

      • Be a current or former Friendly Physio patron.

      • The person you refer is not a current or former patron of Friendly Physio.

      • The person you refer books, undertakes and pays for at least 3 sessions with Friendly Physio.

    • Once you meet the above criteria, your account will be credited the full amount of one session. 

    • There is no limit to the number of referral sessions that can be earned.

    • Friendly Physio has the right to change the terms of or cease this offer at any time without notice. 

7. Privacy Policy Summary Statement

  • Friendly Physio is committed to protecting your privacy. Your personal information is generally only shared with other people involved in your care where necessary.

  • The personal and health information you provide during your sessions may be collected for the primary purpose of providing high quality health care.

  • Where required by law or if necessary for debt collection reasons, your personal information will be disclosed.

  • Friendly Physio may use SMS and/or email communication to remind you of your upcoming sessions

  • From time to time Friendly Physio may send you information, updates and special offers via a number of possible ways including: post, email, telephone call or SMS.

  • Should you wish not to receive such communications please let us know

  • 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

Friendly Physio, Callan Roberts and any contractors performing work for Friendly Physio, will not be held liable, nor shall they accept any responsibility for any injury, loss or damage sustained by any person or persons arising out of any of the treatments or interventions delivered during scheduled sessions which does not arise from any negligent act or omission of the Friendly Physio and its contractors.

This Policy is effective from 1st November 2025

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