Welcome to Forge Physiotherapy & Performance. By booking an appointment, using our website, or purchasing products or services from us, you agree to the following Terms and Conditions.
1. About These Terms
These terms apply to all clients receiving treatment at Forge Physiotherapy & Performance, all users of our website, and all purchasers of products (including PILLAR Performance retail items) through our clinic or online store.
2. Consent to Treatment
- All new clients are required to complete an intake/consent form prior to their first appointment.
- Physiotherapy assessment and treatment will be explained to you, and you have the right to ask questions, decline any part of treatment, or stop treatment at any time.
- Treatment involves an element of clinical judgement and, as with any healthcare intervention, outcomes cannot be guaranteed.
3. Clients Under 18
- Clients under the age of 18 require consent from a parent or legal guardian prior to treatment.
- A parent or guardian must be present at the initial consultation unless otherwise agreed with the treating clinician.
4. Appointments, Cancellations, and No-Shows
- We require a minimum of 24 hours' notice to cancel or reschedule an appointment.
- Cancellations with less than 24 hours' notice, or failure to attend, may incur a fee of up to 100% of the scheduled session cost.
- Repeated missed appointments may require pre-payment for future bookings.
- We recommend arriving 5–10 minutes prior to your appointment; late arrival may result in a shortened session at the full session rate.
5. Fees and Payment
- Fees are payable at the time of service unless alternative arrangements have been made in writing.
- Current fees are available on request or via our website fee schedule and are subject to change.
- HICAPS is available for eligible private health fund claims; clients are responsible for any gap payment.
- Clients referred under Medicare CDM/EPC or DVA arrangements must provide a valid referral, and remain responsible for any gap between the rebate and the consultation fee.
- For compensable claims (WorkCover, CTP, insurance), the client remains responsible for payment until liability is formally accepted by the third party.
- Invoiced accounts are due within 14 days of the invoice date.
- Overdue accounts may attract reminder notices and, if unresolved after 30 days, may be referred to a collection agency, with recovery costs added to the balance.
6. Refunds and Cancellations of Packages
- Consultation fees are non-refundable once a session has been delivered.
- Pre-paid session packages/bundles that are cancelled will be refunded pro-rata, calculated at the full individual session rate for sessions already used.
- Product purchases, including PILLAR Performance items, are subject to our separate Returns Policy and applicable rights under Australian Consumer Law.
7. Telehealth Services
- Telehealth consultations are billed at the same rate as in-person consultations unless stated otherwise.
- Clients are responsible for ensuring a stable internet connection, private space, and suitable device. Sessions disrupted due to client-side technical issues are not automatically eligible for a refund or re-scheduled free of charge.
- Telehealth is not appropriate for all conditions; your clinician will advise if in-person assessment is required.
8. Clinical Risk and Limitation of Liability
- As with any physical treatment, there is a small risk of soreness, discomfort, or (rarely) injury following physiotherapy treatment or exercise prescription. Clients should report any adverse reaction to their clinician promptly.
- To the extent permitted by law, Forge Physiotherapy & Performance excludes liability for indirect or consequential loss arising from treatment, advice, or use of our services, except where such liability cannot be excluded under the Australian Consumer Law or other applicable legislation.
- Nothing in these terms limits any non-excludable consumer guarantees.
9. Privacy and Confidentiality
- Personal and health information is collected, used, and stored in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and our full Privacy Policy, available on request or on our website.
- Health information may be shared with referring practitioners, health funds, Medicare, DVA, or insurers only as necessary to provide care or process claims, or with your consent.
- Clients may request access to, or correction of, their personal health records in accordance with applicable privacy legislation.
10. Complaints and Feedback
- We welcome feedback and take complaints seriously. Please raise any concerns directly with your treating clinician or clinic management in the first instance.
- If a complaint cannot be resolved internally, clients may escalate to the relevant health complaints body (e.g. the Australian Health Practitioner Regulation Agency (AHPRA) or the applicable state health ombudsman).
11. Website Use and Intellectual Property
- All content on this website, including text, logos, images, and branding (including PILLAR Performance materials used under licence/partnership), remains the intellectual property of Forge Physiotherapy & Performance or its respective owners and may not be reproduced without permission.
- We take reasonable steps to keep website content accurate but do not warrant that all information is complete, current, or error-free. Content is general in nature and does not replace individual clinical advice.
- Links to third-party websites (e.g. PILLAR Performance, referral partners) are provided for convenience; we are not responsible for the content or practices of external sites.
12. Online Bookings and E-Commerce
- Online bookings are subject to availability and confirmation by the clinic.
- Product orders placed through our online store are subject to stock availability, and we reserve the right to cancel or amend an order where an item is unavailable, with a full refund provided in that case.
13. Changes to These Terms
We may update these Terms and Conditions from time to time to reflect changes in our services, legislation, or business operations. The most current version will always be available on our website, and continued use of our services constitutes acceptance of the updated terms.
14. Governing Law
These terms are governed by the laws of Queensland, Australia, and any disputes will be subject to the jurisdiction of the courts of Queensland.
15. Contact Us
For any questions regarding these Terms and Conditions, please contact:
Forge Physiotherapy & Performance
39 Ern Harley Drive, Burleigh Heads | 0450426687 | info@forgephysioandperformance.com