Terms of Service
Updated 9/5/2025Heal and Thrive (ABN 70 199 745 335) is a sole-trader allied health service operated by an ESSA-accredited Clinical Exercise Physiologist (Provider No. 5670713W, ESSA No. 15145). These Terms of Service (“Terms”) govern all use of our telehealth and in-person services. By booking or participating in any Heal and Thrive service, you acknowledge that you have read, understood, and agree to these Terms. You should review these Terms before each booking, as we may update them from time to time.
under-age clients
Our services are available to adults and to children / minors. Clients under 18 years of age must have the written consent of a parent or legal guardian who agrees to be bound by these Terms. The guardian must also supervise any minor’s participation and provision of information.
Client Responsibilities
Clients must actively participate in and support their care. In particular:
Accurate Health Information: You must provide complete and honest information about your health, medical history, medications, and any relevant conditions or symptoms. Promptly update your clinician if new information or changes in your health arise. Your clinician relies on this information to give safe, effective advice.
Follow Professional Advice: You agree to follow the clinician’s instructions and recommendations (for example, exercise programs, lifestyle advice, or equipment use). This includes attending sessions as scheduled and using any prescribed equipment or exercise routines as directed.
Open Communication: Keep your clinician informed about any issues, unexpected reactions, or difficulties you experience. For example, if an exercise causes pain or you feel worse, let your clinician know immediately so your program can be adjusted.
Appropriate Environment: For telehealth sessions, ensure you are in a safe, quiet, and private space with a stable internet connection and necessary equipment (computer/camera, any requested monitoring devices). You must not operate dangerous equipment (e.g. drive a car) during a telehealth session.
Consent and Understanding: Do not undertake any recommended treatment or exercise unless you fully understand the instructions. Always ask questions if you are unsure. If symptoms worsen during your program, cease the activity and contact us promptly to determine the next steps.
Technology Use: You agree to use our telehealth platform responsibly. Do not record or share sessions without express permission. You must provide any consent needed for the use of third-party telehealth software.
By complying with these responsibilities, you help ensure a safe and effective service. Failure to cooperate (for example, providing false information or not following instructions) may require us to discontinue services for your safety.
Privacy and Confidentiality
Your privacy is important. Heal and Thrive treats your personal and health information as sensitive and handles it in accordance with Australian law. All health records are kept confidential and secure. We comply with the Privacy Act 1988 and the Australian Privacy Principles (oaic.gov.au). We collect only the information necessary for your care, and we store it securely. We will not disclose your personal health information to anyone (including other family members or employers) without your explicit consent, except where required by law (e.g. mandatory reporting, subpoena).
By agreeing to these Terms, you also consent to data collection that is necessary for providing services (such as note-taking and secure storage of session records). If we use a third-party payment or telehealth platform (e.g. Stripe, Afterpay etc.), those providers may collect some data (like payment details) under their own policies. We will always comply with our privacy obligations and will inform you of any significant changes to how your data is handled.
Telehealth Limitations
Telehealth allows remote consultations by video or phone, but it has inherent limitations. You must accept these limitations:
No Hands-On Assessment: Clinicians cannot perform physical or hands-on assessments remotely. Instead, you may be asked to describe symptoms, demonstrate movements, or use home devices (e.g. blood pressure cuff) to assist assessment.
Clinical Judgement: Sometimes it may be difficult to judge your condition fully without in-person examination. If at any time the clinician determines that an in-person assessment is necessary for safe care, they will advise you to schedule a face-to-face appointment with them or another practitioner.
Emergencies: Telehealth is not suitable for medical emergencies or urgent issues. If you are experiencing a medical emergency (such as chest pain, severe difficulty breathing, or other life-threatening symptoms), you should call emergency services immediately (dial 000 in Australia) or go to the nearest hospital. The clinician cannot respond to emergencies via telehealth.
Technical Issues: Telehealth depends on technology. You are responsible for having the necessary equipment (computer, internet, camera, microphone) and for any data/telecommunications costs. If a session is disrupted by technical problems, the clinician will attempt to reconnect or reschedule as appropriate.
By using telehealth, you acknowledge these limitations and agree that Heal and Thrive and its clinicians are not liable for issues that arise purely from the limitations of remote services. Heal and Thrive will always use clinical judgment to provide the best possible care within these constraints.
Client Conduct
Heal and Thrive strives for a respectful, safe environment for both clients and clinicians. All clients must conduct themselves courteously:
Respectful Interaction: Verbal or physical abuse, aggression, harassment, intimidation, discriminatory or threatening behavior toward any staff or other clients is strictly prohibited. Heal and Thrive maintains a ZERO TOLERANCE policy for abuse. This includes offensive language, shouting, or any form of violent conduct.
Consequences of Misconduct: If you engage in unacceptable behavior, Heal and Thrive reserves the right to immediately terminate your care. Clinicians may also refuse to provide further services or require you to transfer care elsewhere. This step is to protect our staff and other clients’ well-being.
Appropriate Use: Services are for your personal health care only. You may not share or distribute materials or advice given to you with others. Any deceitful or illegal act (such as fraudulent insurance claims) during our service provision may lead to termination of our agreement and legal action if necessary.
Heal and Thrive expect mutual respect: Clinicians are committed to being polite, helpful, and sensitive to individual circumstances, and ask for the same respect in return.
Fees, Payments, and Refunds
Service Fees: You agree to pay the fees for services at the rates published by Heal and Thrive (these may be on the website, a fee schedule, or provided to you in writing). Our fees cover the consultation time, professional expertise, and any resources provided.
Payment Methods: Currently we accept direct payments (e.g. credit card, bank transfer). In future, we may offer third-party payment options (such as Stripe or Buy-Now-Pay-Later services); use of any such payment service means you also accept that service’s terms and are responsible for any fees they charge.
Medicare / NDIS / WorkSafe Funding: If you are eligible for subsidised care under Medicare (CDM), NDIS (self or plan-managed), WorkSafe, or other programs, you must provide the necessary referral or claim information. Any gap fees are your responsibility. For example, if Medicare provides a rebate for a session but does not cover our full fee, you must pay the difference. Likewise, NDIS or WorkSafe may cover sessions only up to a set rate; any shortfall between their payment and our fee will be billed to you. You agree to promptly pay any such additional amounts. More information on fees, funding and payment terms can be found here.
No Guarantee of Outcome: We will recommend treatments and programs based on current evidence and our clinical judgment, but we cannot guarantee specific outcomes or cures. Your health improvement depends on many factors, including your effort, compliance, and individual circumstances.
Cancellation and Refund Policy: We understand that life happens, so we ask for your cooperation when rescheduling:
More than 48 hours’ notice: If you cancel or reschedule at least 48 hours before your appointment, we can usually accommodate by moving your session to another time.
Less than 48 hours’ notice: Cancellations made with less than 48 hours’ notice will the full appointment fee. These charges help cover the clinician’s scheduled time and any preparation resources.
Emergencies and Exceptions: We may waive these rules in extraordinary circumstances at our discretion, but this is not guaranteed. If you miss a session due to sudden illness or emergency, please inform us as soon as possible, and we will consider each case individually.
By booking a service, you agree to these payment and cancellation terms. Any exceptions or changes will be documented in writing. Continued use of our services implies acceptance of any updates to these policies.
Emergency and Safety Protocol
Not an Emergency Service: As noted above, telehealth is not for emergencies. If you experience a crisis or urgent medical problem during normal hours, call emergency services (000) immediately or go to the nearest hospital. Do not rely on telehealth when urgent, face-to-face care is needed.
Emergency Contacts: Before your first session, we will ask you to provide a local emergency contact (a person we may call if we are concerned about your safety). Including an emergency contact is crucial for telehealth. For example, if you become very unwell or if a session abruptly disconnects, we need someone to call or reach out to on your behalf. You agree that in the event of a true emergency or if we have serious concerns about your welfare, Heal and Thrive may contact emergency services and/or your emergency contact. This is solely to ensure your safety.
Health and Safety: It is your responsibility to ensure your environment is safe when following our advice. For example, when performing exercises, choose a clutter-free area. If a session involves physical activity, have a stable chair or support nearby if needed. You should not attempt exercises that could endanger you without a way to get help. We encourage you to have your phone accessible during telehealth sessions in case you need to dial emergency services yourself.
Changes to Terms
We may update these Terms from time to time (for example, to reflect changes in laws or our services). If we do, we will post the revised Terms on our website or provide notice by email. Your continued use of Heal and Thrive services after such updates will constitute acceptance of the new Terms. You are encouraged to check these Terms periodically. If you do not agree to the updated Terms, please discontinue use of our services; any existing appointments will be subject to the Terms in effect at the time of booking.