Terms of Service

Welcome to Proactive Physiotherapy & Pilates. By booking an appointment or using our services, you agree to the terms outlined below. Please read them carefully. If you have any questions, contact us via email admin@proactivephysio.co

Pricing

All fees are listed in Australian Dollars (AUD) and are subject to change without notice. Price updates generally occur annually. We are committed to transparent pricing if you wish to query our prices, please contact admin@proactivephysio.co

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.

Consent to Treatment

By attending an appointment with Proactive Physiotherapy & Pilates at 4/2 Banks Avenue Hillarys, you provide implied consent for assessment.

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.

Privacy Policy

Proactive Physiotherapy & Pilates 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.

Payment Policy

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

  • Cash

  • 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.

Cancellations and Late Arrivals

Please provide at least 24 hours’ notice for cancellations or rescheduling. A cancellation fee of 100% of the scheduled appointment may apply for late cancellations or missed appointments. Review our full Cancellation Policy for more details.

Treatment Guarantee

While we provide expert care, we do not guarantee specific outcomes from treatment. Our qualified practitioners 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.

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.

Limitation of Liability

Proactive 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.

Complaints

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

  • Email: admin@proactivephysio.co

  • Call: (08) 6202 8282

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

If you have questions about these Terms of Service, please contact us at admin@proactivephysio.co