1. BINDING NATURE OF TERMS

   1. Please read these Terms and Conditions carefully before booking any services with us.  

2. By booking an appointment, accessing, completing our new client intake form, or purchasing any service:

1. You warrant that you have legal capacity to enter into any agreement with us.

2. You warrant that you have not relied upon any representations or guarantees by us to accept these Terms (or enter into any agreement for our Services).

3. You have read and understood these Terms.

4. You agree to be bound by these Terms.

3. These Terms apply to all clients, and anyone who engages with Good Vibes Physio.

2. DEFINITIONS

In these Terms, the following words have the meanings set out below:

1. Appointment means a scheduled consultation, treatment session, or telehealth session booked with us.

2. Business Day means a day that is not a Saturday, Sunday, or public holiday in Queensland.

3. Card on File means the payment method stored on your account in accordance with clause 6.

4. Credit means a positive balance held on your account with us in accordance with clause 6.3.

5. Force Majeure Event means any event beyond our reasonable control, including pandemic, epidemic, natural disaster, government direction, regulatory action, industrial dispute, or interruption to essential services.

6. Funded Client means a client whose appointments are funded in whole or in part by Medicare, Workcover Queensland, the NDIS, a CTP insurer, or an employer under a workplace health funding arrangement.

7. Health Information means has the meaning given in the Privacy Act 1988 (Cth), and includes information or an opinion about the physical or mental health or disability of an individual, or about an individual's expressed wishes about future health services.

8. Services means the physiotherapy consultations, exercise rehabilitation programs, telehealth consultations, and related allied health services we provide.

9. Terms means these Terms and Conditions, as updated from time to time.

10. We, Us, Our means Good Vibes Physio (ABN 87 980 551 921) and its employees, contractors, and treating clinicians.

11. You, Your means the client or other person engaging with Good Vibes Physio.

3. WHO WE ARE

   1. Good Vibes Physio is a physiotherapy private practice based on the Sunshine Coast, Queensland, operating under ABN 87 980 551 921.  

   2. We provide physiotherapy, exercise rehabilitation, telehealth, and related allied health services.

   3. Our website is www.goodvibesphysio.com.au. You can reach us at hello@goodvibesphysio.com.au or through the contact form at www.goodvibesphysio.com.au/contact-us.

4. GOVERNING LAW

These Terms are governed by the laws of Queensland and you agree that any dispute will be subject to the non-exclusive jurisdiction of the courts of Queensland.  

5. OUR SERVICES

What We Offer

1. We provide:

1. In-clinic physiotherapy consultations and treatment;

2. Exercise rehabilitation programs;

3. Telehealth consultations (by request);

4. Online resources and educational content;

5. Health fund, Workcover, NDIS, Medicare/EPC, CTP insurance, and corporate employer-funded consultations (subject to eligibility and separate funding body requirements).

Healthcare Disclaimer

2. Our Services are provided by registered physiotherapists operating within their scope of practice under the Health Practitioner Regulation National Law. Our Services are not a substitute for emergency medical care. If you have a medical emergency, call 000.

3. All treating clinicians hold current registration with the Australian Health Practitioner Regulation Agency (AHPRA) and maintain professional indemnity insurance appropriate to their scope of practice. Our Services are delivered within that scope and in accordance with the standards set by the Australian Physiotherapy Association and AHPRA's Code of Conduct.

4. Outcomes from physiotherapy and exercise rehabilitation vary between individuals.  We cannot guarantee specific outcomes from your treatment program.

5. You must disclose all relevant medical history, current medications, pre-existing conditions, and any recent changes to your health status before and during your treatment. Failure to disclose relevant information may affect the safety and appropriateness of your treatment. 

6. Physiotherapy assessment and treatment is not a substitute for a medical diagnosis. If your treating physiotherapist identifies a presentation that may require medical assessment, they will advise you to seek appropriate medical care. In some cases, we may recommend you obtain medical clearance before commencing or continuing a treatment program. Any adverse reactions or unexpected outcomes following treatment should be reported to your treating physiotherapist promptly.

Informed Consent

7. Before commencing any assessment or treatment, your treating physiotherapist will explain the proposed treatment, the expected benefits and potential risks, any available alternatives, and what to expect during and after the session. You have the right to ask questions, to decline any aspect of treatment, and to withdraw your consent at any time.  Consent will be documented in your clinical record.

8. By attending an Appointment, you confirm that you have provided accurate and complete health and medical information to assist your treating physiotherapist in making clinical decisions appropriate to your circumstances.

Telehealth

9. We offer telehealth consultations via secure video platform on request. By booking a telehealth Appointment, you acknowledge that:

1. You are responsible for ensuring your own internet connection, device, and environment are suitable for the session.

2. The treating physiotherapist may determine that in-person treatment is more appropriate and may recommend you attend a clinic instead.

3. The same clinical standards apply to telehealth as to in-person consultations.

4. Telehealth sessions are subject to the same cancellation policy as in-person Appointments.

6. BOOKINGS AND APPOINTMENTS

Booking System

1. Appointments are managed through Halth and our practice management system.  By creating a booking, you confirm that the information you have provided is accurate and complete.

Cancellation Policy

2. We understand that life happens. If you need to cancel or reschedule, we ask that you give us at least 12 hours’ notice prior to your Appointment start time.

3. If you cancel with less than 12 hours’ notice, or do not attend your Appointment without notice, a late cancellation or no-show fee will apply equal to 50% of the scheduled Appointment fee. This fee reflects the time that has been reserved for you and cannot be reallocated at short notice. The cancellation policy applies equally to telehealth and in-clinic Appointments.

4. We recognise that cancellations may sometimes be unavoidable due to acute illness or genuine emergency. Where you contact us as soon as reasonably practicable in those circumstances, we may, at our discretion, waive the late cancellation fee. This discretion will be exercised fairly and consistently.

How the Fee is Charged

5. By booking an Appointment with Good Vibes Physio, you authorise us to charge the applicable late cancellation or no-show fee to the Card on File in accordance with clause 6.1. Your card-on-file authorisation will be confirmed by a separate written authorisation step in your new client intake form.

6. If no card is on file, you will be invoiced for the fee, and payment will be required before your next Appointment. We reserve the right to withhold future bookings until outstanding fees are settled.

7. You will be asked to acknowledge this cancellation policy as part of your new client intake form prior to your first Appointment. By completing and signing the intake form, you confirm that you have read, understood, and agree to this policy.

Our Right to Cancel

8. We reserve the right to cancel or reschedule Appointments due to practitioner unavailability, illness, or circumstances beyond our control. Where we cancel with less than 12 hours’ notice, we will offer you a priority rebook at no cost to you.

7. CARD ON FILE AND PAYMENTS

Card on File

1. We use Halth to securely store a payment method on file. By providing your card details, you authorise Good Vibes Physio to charge that card for:

1. Appointment fees at the time of service (or as invoiced)

2. Late cancellation and no-show fees as described in clause 5.2

3. Any outstanding account balance that remains unpaid for more than 14 days after the invoice date, following prior email notification to you

2. Your card details are stored and processed by Halth and Stripe in accordance with PCI-DSS standards. Good Vibes Physio does not store your full card details directly.

Prices and Payment

3. All prices are in Australian Dollars (AUD) and are inclusive of GST where applicable.  Our current fee schedule is available on our website or on request.

4. Fees are charged at the rate applicable at the time of your Appointment. We will give at least 14 days written notice of any fee changes, which will apply only to Appointments booked after the change takes effect. Accepted payment methods include credit card, debit card, and any other methods notified to you at the time of booking.

Credits on File

5. From time to time, you may have a credit held on your account. For example, where a prepaid session has not been used or where a payment was made in excess of the amount owing. The following conditions apply:

1. Credits are valid for 6 months from the date they are applied to your account.  This expiry period will be disclosed to you at the time any prepaid credit arrangement is offered.

2. Credits are non-transferable and may only be used by the account holder.

3. Credits are not redeemable for cash, except where required by law.

4. Credits will be applied automatically to your next invoice unless you request otherwise.

5. Credits that relate to sessions prepaid in advance will be refunded to you on request if we are unable to provide the service within the credit period due to circumstances within our control, or if you have a genuine medical reason that prevents you from attending within the credit period (supported by a medical certificate).

6. We will not forfeit credits where the amount in dispute is the subject of an unresolved complaint. Credits that have genuinely expired may otherwise be forfeited and are not redeemable.

Funded Clients - WorkCover, NDIS, Medicare/EPC, CTP and Corporate

6. If you are attending under a funding arrangement, the following applies:

1. You are responsible for ensuring your referral, care plan, or claim is valid and current at the time of your Appointment.

2. You may be charged the gap amount or the full private fee if your funding approval has lapsed, your referral is invalid, or your funding body declines the claim.

3. Separate terms and conditions from your funding body also apply and take precedence in relation to funding matters.

4. NDIS clients receiving services under a plan-managed or self-managed arrangement agree to invoicing in accordance with the NDIS Pricing Arrangements and Price Limits.

5. CTP Insurance: If your treatment is being funded through a Compulsory Third-Party insurer, you must provide us with your claim number and insurer details prior to your first Appointment. We will invoice your insurer directly where approved. If your claim has not been accepted, or if the insurer declines a particular service, you will be responsible for the full private fee for those sessions.

6. Corporate / Employer-Funded Sessions: If your employer has arranged funding for your sessions, you must provide written confirmation of this arrangement before your first Appointment. Once your employer-funded sessions are exhausted, any further sessions will be charged at our standard private rates. You are responsible for confirming the number of funded sessions with your employer prior to booking.

8. PRIVACY AND HEALTH INFORMATION

Collection of Health Information

1. We collect personal information and Health Information (as defined under the Privacy Act 1988 (Cth)) to provide physiotherapy and allied health services, manage Appointments and billing, comply with our legal and regulatory obligations, and communicate with you about your care.  This includes information about your medical history, current health status, treatment notes, and funding arrangements.

2. Good Vibes Physio is an APP entity for the purposes of the Privacy Act 1988 (Cth).

Use and Disclosure

3. We may use and disclose your Health Information to:

1. Treating practitioners within our practice;

2. Your referring GP or specialist;

3. Your funding body (Medicare, WorkCover Queensland, the NDIS, a CTP insurer, or your employer) as required to process claims;

4. Our practice management and billing software providers (including Halth and Stripe).

4. We will not disclose your Health Information to any other third party without your consent, except where required or permitted by law.

Retention

5. We retain health records for a minimum of 7 years from the date of last service for adult clients, and until the client's 25th birthday (or 7 years, whichever is longer) for clients who are minors at the time of treatment, in accordance with applicable law and AHPRA guidance.

Access and Correction

6. You may request access to your Health Information or request a correction at any time by contacting us at hello@goodvibesphysio.com.au. We will respond to access and correction requests within 30 days. If we decline a request, we will provide our reasons in writing and advise you of the complaint process available to you.

Privacy Complaints

7. If you have a concern about how we have handled your Health Information, please contact us first at hello@goodvibesphysio.com.au. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at www.oaic.gov.au.

9. INTELLECTUAL PROPERTY

   1. All content on our website and in our programs, including text, exercise programs, videos, graphics, logos, and other materials, is owned by or licensed to Good Vibes Physio.  

   2. You may not copy, share, reproduce, or use this content commercially without our prior written consent.

   3. Exercise programs and rehabilitation resources provided to you are for your personal use only and may not be shared with or sold to others.

10. RECORDING AND SOCIAL MEDIA

    1. You must not audio or video record any part of your consultation or any part of our premises without our prior written consent.

2. We may take clinical photographs or videos for the purpose of documenting your progress or for educational use, and we will obtain your written consent before doing so.  Any clinical images are treated as Health Information and handled in accordance with clause 8.

3. We may use de-identified case information for educational and professional development purposes.

4. If you post content about our practice or your treatment on social media, you agree that the content is accurate and not misleading. We encourage you to direct any concerns to us directly before posting publicly.

11. YOUR RESPONSIBILITIES

When you use our Services, you agree to:

1. Provide accurate and complete health and contact information.

2. Notify your treating physiotherapist of any changes to your health status, medications, or medical history.

3. Follow any safety instructions or precautions provided during your consultation or as part of your exercise program.

4. Not attend an Appointment if you are acutely unwell with a contagious condition — please contact us to reschedule.

5. Treat our team respectfully. We reserve the right to discharge any client who is abusive, aggressive, or threatening towards our staff or other clients.

12. LIMITATION OF LIABILITY

Consumer Guarantees

1. Nothing in these Terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the Australian Consumer Law that cannot lawfully be excluded or limited. Where the law permits us to limit our liability, we limit it to the greatest extent permitted.

Maximum Liability

2. Subject to clause 12.1, to the maximum extent permitted by law, our total liability to you in connection with any Services we provide is limited to the total fees paid by you for the specific service or series of services giving rise to the claim in the 12 months before the event giving rise to the claim.

Consequential Loss

3. To the maximum extent permitted by law, we are not liable for any indirect or consequential loss, including loss of income, loss of opportunity, or any other economic loss, arising from or in connection with our Services.

13. COMPLAINTS

    1. If you have a concern about the care or service you have received, we ask that you contact us first at hello@goodvibesphysio.com.au so we can work to resolve it together.

2. If you are not satisfied with our response, you may also contact:

1. The Australian Health Practitioner Regulation Agency (AHPRA) for concerns about registered practitioners: www.ahpra.gov.au

2. The Office of the Australian Information Commissioner (OAIC) for privacy-related concerns: www.oaic.gov.au

3. The Queensland Office of Fair Trading for consumer concerns: www.qld.gov.au/fairtrading

14. FEEDBACK AND REVIEWS

    1. We welcome feedback about your experience with us. If you have a concern about your treatment or your experience at our practice, we ask that you contact us at hello@goodvibesphysio.com.au in the first instance so that we can work to resolve the matter together.

2. If you choose to leave a review on a third-party platform, we ask that the content be accurate, fair, and not misleading. We reserve the right to respond to public reviews to provide factual context, subject to our privacy obligations. 

3. You otherwise agree not to disparage or defame us.

15. DISPUTE RESOLUTION

    1. If a dispute arises in connection with these Terms or our Services, the parties agree to attempt to resolve the dispute in good faith by notifying the other party in writing of the dispute and its nature and then meeting (or communicating by phone or video) within 10 Business Days to attempt resolution.

2. If the dispute is not resolved within 20 Business Days of the written notice, either party may refer the dispute to a mutually agreed mediator or, failing agreement, to a mediator nominated by the Queensland Law Society. The costs of mediation will be shared equally unless the mediator determines otherwise.

3. Nothing in this clause prevents either party from seeking urgent interlocutory or injunctive relief from a court of competent jurisdiction, or from making a complaint to AHPRA, the OAIC, or the Queensland Office of Fair Trading.

16. FORCE MAJEURE

We are not liable for any failure or delay in providing our Services where that failure or delay is caused by a Force Majeure Event. If a Force Majeure Event affects our ability to deliver Services, we will notify you as soon as practicable, offer to reschedule your Appointment, and, if we are unable to reschedule within a reasonable period, refund any prepaid amounts for Services not delivered.

17. CHANGES TO THESE TERMS

    1. We may update these Terms from time to time. For material changes (including changes to fees, the cancellation policy, or any clause that affects your legal rights), we will give you at least 14 days written notice by email or through a prominent notice on our website before the change takes effect. For minor or administrative changes, the updated Terms will be published on our website and take effect immediately.

2. Fee changes will apply only to Appointments booked after the change takes effect. The current version of these Terms will always be available on our website with its effective date.

18. SEVERABILITY

If any provision of these Terms is deemed void or unenforceable, that provision is severed from these Terms and the remaining provisions continue in full force and effect.

19. CONTACT US

Good Vibes Physio

Email:  hello@goodvibesphysio.com.au

Website:  www.goodvibesphysio.com.au

Contact form:  www.goodvibesphysio.com.au/contact-us