Terms of Service

These terms of service are available to clients on the clinic website and should be understood by all staff, both administratively and therapeutically.

1. Pricing
All prices are in Australian Dollars and are subject to change without notice. Prices can be obtained by calling our Physio Inq Frankston clinic. Prices may vary between Physio Inq clinics. From time to time, there may be discounts made available for certain individuals, including, but not limited to Pensioner Concession Card holders, Low Income Health Care Card holders, children, and our Community Partners. You are responsible for presenting evidence to qualify for these discounts, which will apply for future appointments only.

2. Goods and Services Tax (GST)
GST is applied to relevant services and products and will be included in the quoted fee for service or product. Most healthcare services are GST-exempt, except in certain circumstances, where the service is not for the rehabilitation of an injury. Private remedial massage and exercise physiology service fees include GST.

3. Consent
By attending your appointment at Physio Inq Frankston, you are providing implied consent for the assessment of your condition. Your therapist will seek further consent before commencing treatment.

4. Personal Information Handling
Physio Inq Frankston collects details for various reasons, including, but not limited to treatment diagnosis and delivery, marketing, personal communication, and account management. By attending our clinic and providing these details, you give consent to Physio Inq Frankston using them in a respectful manner, in accordance with the Australian Privacy Principles, the Spam Act and the Privacy Act.

5. Privacy
Physio Inq Frankston adheres to the AMA guidelines regarding patient privacy and confidentiality.

6. Communication
From time to time, Physio Inq Frankston may use your details to contact you for appointment reminders, update emails or letters, marketing communications, newsletters or general interest pieces. Each of our communication channels provides an option to unsubscribe; alternatively, you can contact Physio Inq Frankston to be removed from the contact register. Whilst we adhere to the Spam Act, and we strive to comply with your requests as best as reasonably possible, if you have any issues, please contact frankston@physioinq.com.au.

7. Data Security
Physio Inq Frankston prioritises the security of its clients’ data. We use third parties with exemplary records of data management and security to ensure your records remain safe. If you would like any of your data removed, for any reason, please contact Physio Inq Frankston.

8. Accounts
Physio Inq Frankston does not maintain personal accounts. All private accounts are payable at the time of consultation. Approved third-party payable accounts may be established under appropriate conditions, including but not limited to; approved Workers Compensation Claims, approved Motor Vehicle Accident Claims, approved and current NDIS plans, and approved and appropriately referred DVA Gold Card holders.

9. Payment
Payment is due at the time of consultation. Physio Inq Frankston accepts various forms of payment, including debit / credit card, private insurance cards from approved insurers, and cash (though cash is not preferred). Amex is not accepted. We are a mixed billing practice. If you attend our clinic with a GP referral and care plan, our clinic is set up to allow you to claim any eligible Medicare benefits on-the-spot after full payment is made, using a bank account card. If you hold a Pensioner Concession Card, Low Income Health Care Card, or are under 18 years, your GP may request that you receive a limited number of bulk-billed appointments (you will need to attend with a specific GP referral), to help reduce your fees. These appointments can be claimed directly from Medicare on your behalf at the time of consultation. If you request that we claim a Medicare bulk-billed benefit on your behalf but are not eligible for that benefit (i.e. because you have already reached your benefit limit), you agree to pay your appointment fees in the clinic or over the phone within 14 days.

10. Cancellation and Late Appointments
All appointment cancellations or changes must be made 24 hours in advance. Physio Inq Frankston reserves the right to charge a cancellation fee of up to the full cost of the appointment. If you are running late for an appointment, you may only receive treatment for the remaining time of your scheduled appointment, depending on therapist availability.

11. Complaints
All clients have avenues to make formal and informal complaints. Please contact frankston@physioinq.com.au, call (03) 7032 4855 or submit a hand-written letter of complaint to the Physio Inq Frankston clinic. All complaints will be addressed promptly, and you will be notified of the process and outcome.

12. Title to Goods
Goods purchased at Physio Inq Frankston or online will only be transferred to the client once full payment has been received.

13. Availability of Products
The usual time frame for delivery of products through our approved suppliers is 24-48hrs; however, for certain products, it may take longer to source. Orders will only be placed when full payment has been made.

14. Return of Goods
If a product is unused, it may be returned to Physio Inq Frankston, within 7 days and provided it is in its original packaging. After 7 days, any refund will be at the discretion of the third-party supplier. Clients will be responsible for any associated shipping costs to return the product to the supplier.

15. Damaged or Defective Goods
If any goods are damaged or defective, not due to normal wear and tear, Physio Inq Frankston will assess the condition of the goods and, if applicable, replace them at no cost to the client.

16. Warranty on Goods
All manufacturer warranties will be upheld by Physio Inq Frankston. Warranties cover parts and materials covered in the manufacture of the goods but do not apply in cases of improper use or operator error. Regular maintenance should be carried out to ensure warranties remain valid.

17. Guarantee
Physio Inq Frankston makes no guarantee regarding the outcomes of treatment. All therapists are appropriately trained in their respective fields and will make every effort to assist in the rehabilitation of injury, the treatment of pain, or the coordination of healthcare. If the outcome does not align with expectations, the client agrees that service has still been provided, and no refund will be issued.

18. Satisfaction Promise
Whilst there is no guarantee of outcome, Physio Inq Frankston offers a satisfaction promise. We guarantee that you will be satisfied by the level of care provided by the clinic and your therapist. If not, we will refund or credit the cost of your last treatment and make appropriate referrals to another therapist, either internally or at another business.

19. NDIS
Under the NDIS guidelines, Physio Inq Frankston abides by a certain set of regulations and service agreement standards that are separate from these terms of service. Those are outlined in the written Service Agreement and Schedule of Supports provided to participants. Regarding complaints: If the participant is not satisfied or prefers not to contact the clinic, they can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting ndis.gov.au for further information.