Terms of Service
Welcome to Terra Physiotherapy! By accessing our services — whether in person, online, or through our website — you agree to the following Terms of Service. These terms are here to protect your experience and help us continue providing the high quality, respectful care our community values.
1. What We Offer
Terra Physiotherapy provides a range of evidence-based, holistic services, including:
- Physiotherapist-led Clinical Pilates sessions
- Physiotherapy consultations (musculoskeletal and women’s health)
- Online and in-person care
- Movement and education-based programs (e.g. postpartum taping, perimenopause support).
All services are delivered by fully qualified physiotherapists registered in Australia.
2. Bookings & Payments
- Appointments can be booked online or by contacting our clinic directly.
- Payment is required at the time of booking unless prior arrangements are made.
- Private health insurance rebates are available for eligible services. Receipts for all Physiotherapy services will be issued within 48 hours of your appointment. For group class subscriptions, receipts will be provided on the 1st of each month through the client portal — please note that claiming is unavailable if you have not attended a class.
- For Group Physiotherapy class subscriptions (direct debit), payments are processed weekly (prior to your class) and your spot is reserved. Casual attendees are charged a different rate and book subject to availability.
- If other payment options are agreed, all the policies stated here still apply to your subscription.
- Missed Payments – Subscription Plans: If a weekly subscription payment is not successfully processed, you will be notified and given the opportunity to update your payment details. A late fee of AU$15 will be applied if the payment is not fulfilled within 3 business days and the subscription requires manual reinstatement. Please ensure your payment method remains up to date to avoid interruptions to your regular class booking.
3. Cancellations, Make-Ups & Refunds
3.1 Clinical Pilates (Subscription Clients)
- You are entitled to 2 class allowances per 8-week block (starting on the 1st of August 2025), which can be used as:
- A make-up session (subject to availability)
- A credit toward another physiotherapy service (if you’re unwell)
- A credit toward another physiotherapy service (if you’re unwell)
- These are combined entitlements—2 total per block.
3.2 Other Physiotherapy Appointments
- A minimum of 24 hours’ notice is required for cancellations.
- Late cancellations may incur a fee, not showing up for your appointment may incur full fee charged.
- Refunds are issued in accordance with Australian Consumer Law.
Additional details:
- 24 hours’ notice is required to access a make-up class.
- Missed classes must be made up within 4 weeks.
- No-shows or late cancellations may forfeit the session.
- Holiday pauses of up to 4 weeks per calendar year are allowed (with 2 weeks’ notice in writing by email to info@terraphysiotherapy.com). Public holidays and clinic closures are excluded from your allowance.
- Class packs are no longer available. Ongoing clients benefit from smaller, manageable weekly payments via direct debit.
- Subscriptions may be cancelled with 10 days’ notice before your next billing cycle.
4. Your Responsibilities
We ask that you:
- Provide accurate health information and notify us of any changes.
- Follow safety and clinical advice during sessions.
- Treat our team and space with respect.
- Arrive on time to receive your full appointment.
5. Health & Safety
- We maintain high standards of hygiene, infection control, and safety.
- If you’re unwell, please reschedule your session.
- Our care for pregnant and postpartum clients follows current clinical guidelines.
6. Privacy & Confidentiality
We take your privacy seriously. Your personal and health information is handled in accordance with our Privacy Policy.
7. Updates to These Terms
These terms may be updated as needed. The most current version will always be available on our website. Continued use of our services implies acceptance of any updates.