Terms of Service – Lake Gwelup Physiotherapy

1. Pricing

All fees are listed in Australian Dollars (AUD) and are subject to change without notice. Price updates generally occur annually on January 1st. We are committed to transparent pricing — you can find our current physiotherapy fees on our website.

2. Goods and Services Tax (GST)

GST is included in the quoted prices where applicable. Most healthcare services are GST-exempt, unless the service is not for injury rehabilitation. Some rehabilitation-related products may also be GST-exempt under certain conditions.

3. Consent to Treatment

By attending an appointment with Lake Gwelup Physiotherapy, whether in our Gwelup clinic or at an alternate location (e.g., home, gym, hydrotherapy pool), you provide implied consent for assessment. Your physiotherapist will seek explicit consent before beginning treatment.

4. Collection of Personal Information

We collect personal and medical information for purposes including treatment planning, communication, account management, and marketing. For full details, please view our Privacy Policy.

5. Privacy Policy

Lake Gwelup Physiotherapy respects your privacy and is committed to protecting your personal information in compliance with Australian privacy laws. This applies to all patients, website users, and anyone engaging with our services. See our full Privacy Policy for more details.

6. Payment Policy

Payment is required at the time of consultation. We accept:

• Cash
• Cheque
• Credit/Debit Cards
• Private Health Insurance cards from approved providers

We offer on-the-spot private health fund claims via HICAPS. Please bring your physical or digital health fund card. If your fund does not support electronic claiming, you may be required to pay upfront and seek reimbursement directly from your provider.

7. Cancellations and Late Arrivals

Please provide at least 12 hours’ notice for cancellations or rescheduling. A $50 cancellation fee may apply for late cancellations or missed appointments. Review our full Cancellation Policy for more details.

8. Treatment Guarantee

While we provide expert care, we do not guarantee specific outcomes from treatment. Our qualified physiotherapists strive to deliver the best evidence-based care. If treatment does not achieve the desired result, it is still considered that the service was provided, and no refund will be issued.

9. Satisfaction Promise

Although we cannot guarantee treatment outcomes, we stand by our Satisfaction Promise: if you're not satisfied with the level of care received, we will refund your last treatment and offer an internal or external referral. This is at the discretion of the clinic owner and applies once per client.

10. Right to Refuse Treatment

Our physiotherapists may refuse or discontinue treatment if:

• There is a conflict of interest
• The case falls outside our scope of practice
• There is repeated non-attendance or lateness
• A client displays rude, threatening, or inappropriate behaviour

We prioritise the safety of our staff and patients. If necessary, we will refer clients to an appropriate external provider in accordance with state and federal healthcare legislation.

11. Limitation of Liability

Lake Gwelup Physiotherapy and its staff are not liable for any injury, loss, or damage arising from treatment, unless due to proven negligence on the part of the clinic or its practitioners.

12. Complaints

We welcome feedback and take complaints seriously. To lodge a complaint:

• Email: chris@lakegwelupphysio.com.au
• Call: 0433 011 923

We will acknowledge, investigate, and resolve your complaint promptly.

If you have questions about these Terms of Service, please contact us at chris@lakegwelupphysio.com.au