TERMS AND CONDITIONS
1: BACKGROUND
1.1 OsteopathyOne Pty Ltd ACN 158 880 561 (OsteopathyOne, we, us, our) is committed to providing independent practitioners and their patients (you, your) with osteopathy and allied health facilities.
1.2 These terms and conditions (Terms) set out the framework of how we work with you and your independent practitioners.
1.3 We may vary or amend these Terms from time to time, by updating them on our website. By continuing to attend appointments or use OsteopathyOne’s services after updated Terms have been published, you agree to be bound by the amended Terms.
1.4 If you have any questions or concerns with respect to us, your practitioner, or these Terms, please feel welcome to reach out to us at info@osteopathyone.com.au.
2: CONSULTATIONS
2.1 For each appointment:
2.2 Before any assessment or treatment, your practitioner will explain the proposed assessment, treatment techniques or exercises, together with any material risks.
2.3 You may ask questions, decline treatment or withdraw your consent at any time.
2.4 If your practitioner decides that treatment is not clinically appropriate, they may recommend that you seek care from another healthcare professional. In that case, you must still pay the applicable fees for the appointment (Fees).
2.5 You must pay the Fees in accordance with clause 6 (Fees and Payment) below.
2.6 You may be eligible for a private health insurance rebate if your extras cover includes the relevant service.
3: TELEHEALTH
3.1 If you click the link to join an online Telehealth consultation, you consent to receiving the consultation online.
3.2 Telehealth video calls are encrypted and are not recorded by OsteopathyOne.
3.3 By joining the Telehealth consultation, you agree to pay the Fees in respect of the Telehealth consultation.
4: BOOKING AND COMMUNICATIONS
4.1 You may book to see your chosen practitioner by using our online booking system, or by calling the clinic on (03) 9350 2490.
4.2 Digital forms that you complete may be held by your practitioner in your medical file in OsteopathyOne’s practice management system (Cliniko). These forms form part of your medical file.
4.3 If you register as a patient online, you agree to receive emails from OsteopathyOne. You may unsubscribe from marketing emails at any time.
4.4 For more information regarding how we communicate with you, and how we collect, use, disclose, and otherwise handle personal information, please see our privacy policy (https://osteopathyone.com.au/privacy-policy/).
4.5 You may cancel or reschedule your appointment in accordance with our cancellation policy below.
5: CANCELLATION POLICY
5.1 Your practitioner has a strict 24-hour cancellation policy. By booking an appointment, you agree to give your practitioner or OsteopathyOne at least 24 hours’ notice if you need to cancel or reschedule the appointment.
5.2 If you do not give at least 24 hours’ notice, your practitioner may charge you a cancellation fee of up to 100% of the scheduled appointment fee.
5.3 Your practitioner understands that some circumstances may be outside your control and may contact you to determine the reason for the cancellation before charging any cancellation fee.
5.4 You must pay any cancellation fee personally. This includes patients whose treatment is funded by a third party, including the NDIS, TAC or WorkSafe.
5.6 If you are charged a cancellation fee, your chosen practitioner may refuse to provide further treatment until that cancellation fee is paid.
6: FEES AND PAYMENT
6.1 All Fees are payable at the time of your consultation unless your practitioner agrees otherwise.
6.2 You may make payment of the Fees through our online payment system or in person.
6.3 You should contact OsteopathyOne before your appointment if you would like to confirm the scheduled Fees payable in respect of your appointment.
6.4 Fees payable in respect of a service may change without notice.
6.5 Fees may vary between practitioners and services.
7: CONCESSION FEES
7.1 Your practitioner may offer concession rates for osteopathic and exercise physiology services. Concession rates do not apply to group rehabilitation, myotherapy, remedial massage or third-party insurance claims. Concession rates may be available to the following people, provided that proof of concession is given at the time of booking, or otherwise prior to the appointment:
8: THIRD-PARTY PAYMENTS
8.1 Third-party payments are payments made, or expected to be made, by organisations such as:
8.2 If a third-party payment is declined, reversed or required to be repaid following an audit, you are responsible for paying the outstanding amount on demand to your practitioner or OsteopathyOne.
9: WORKSAFE AND TAC
9.1 Your practitioner may charge a gap fee to WorkSafe or TAC patients at their sole discretion.
9.2 If you are a WorkSafe or TAC patient, you must bring all documents relevant to your WorkSafe or TAC claim to your appointment. We will confirm that your claim is valid before billing WorkSafe or TAC (as applicable) on your behalf. You may be required to pay any Fees upfront until that confirmation is received.
9.3 If you are covered by WorkSafe or TAC, you must attend regular appointments and complete pain or functional questionnaires at regular intervals as required.
9.4 For the avoidance of doubt, the cancellation policy in clause 5 applies to WorkSafe and TAC appointments.
10: GP CHRONIC CONDITION MANAGEMENT PLAN
10.1 A GP Chronic Condition Management Plan (GPCCMP) is a Medicare-supported plan for eligible patients with a chronic illness who have received a relevant referral from their general practitioner. You should speak with your general practitioner to confirm whether you are eligible for a GPCCMP.
10.2 Patients who have a GPCCMP must pay the full Fees at the time of consultation. The applicable Medicare rebate will be processed to the bank account registered with Medicare.
10.3 The cancellation policy in clause 5 applies to appointments made under a GPCCMP.
11: COVID-19 AND INFECTIOUS DISEASE RISK
11.1 You agree to take reasonable preventative steps to reduce the risk of exposure to, and transmission of, COVID-19 and other infectious diseases when attending the clinic or receiving services.
11.2 To the maximum extent permitted by law, you:
11.3 Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
12: REFERRER REWARDS
12.1 If you are a new patient and are referred by an existing patient through the use of an OsteopathyOne voucher, gift card, SMS or email voucher, you may receive 10% off your first appointment by presenting that voucher, gift card, SMS or email.
12.2 If a new patient identifies an existing patient as their referrer (in accordance with clause 12.1), that existing patient may receive up to 10% off their next appointment. Only one referrer reward may be used per appointment.
12.3 Referrer rewards do not apply to third-party insurance claims, including NDIS, Medicare, TAC and WorkSafe claims.
13: PATIENT INFORMATION
13.1 You agree to provide information that is accurate, complete and not misleading to OsteopathyOne and your practitioner, including in any patient form, consent form, medical history or other document.
13.2 You must promptly notify OsteopathyOne and your practitioner if any information relevant to your treatment, health status, contact details, Medicare details, private health insurance details or funding arrangements changes.
13.3 OsteopathyOne and your practitioner will rely on the information you provide when communicating with you. OsteopathyOne is not responsible for any loss, damage, delay or adverse outcome arising from inaccurate, incomplete or outdated information provided by you.
14: REFUSAL OR DISCONTINUATION OF SERVICES
14.1 OsteopathyOne or your practitioner may refuse to provide, or may discontinue, services where reasonably necessary, including where:
14.2 Where reasonably practicable, OsteopathyOne will notify you of the reason services are being refused or discontinued.
15: LIABILITY
15.1 Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred on you by the Competition and Consumer Act 2010 (Cth), the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted or modified.
15.2 To the maximum extent permitted by law, OsteopathyOne excludes all representations, warranties and guarantees not expressly set out in these Terms.
15.3 OsteopathyOne does not guarantee that any treatment provided by your practitioner(s) will achieve a particular outcome or result.
15.4 To the maximum extent permitted by law, OsteopathyOne is not liable or responsible for any loss arising out of or in connection with the services provided to you, whether by OsteopathyOne or by your practitioner.
15.5 These Terms are governed by the laws of Victoria, Australia.
15.6 The parties submit to the non-exclusive jurisdiction of the courts of Victoria and any courts entitled to hear appeals from those courts.