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Terms  & Conditions

NeuCore Physiotherapy Pty Ltd — Website Terms and Conditions

Last Updated: 29/12/2025

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NeuCore Physiotherapy Pty Ltd ABN 32 692 769 538 | ACN 692 729 538

These Terms and Conditions (“Terms”) govern your use of the NeuCore Physiotherapy website at
www.neucorephysio.com.au (“Website”) and your engagement with our mobile physiotherapy services
(“Services”). By accessing the Website or receiving Services, you agree to these Terms. If you do not agree, you
must not use the Website or engage our Services. These Terms apply to: (a) use of the Website; and (b) clients who engage NeuCore Physiotherapy services, subject to a separate Service Agreement. Clinical services are governed primarily by the Service Agreement, Consent to Treatment, and Privacy Policy. Where there is inconsistency, those documents prevail.

 

  1. Introduction & Definitions

    • NeuCore / We / Us / Our — NeuCore Physiotherapy Pty Ltd

    • You / Your — Website user or client of our Services

    • Services — Mobile physiotherapy services

    • Appointment — Scheduled physiotherapy session

    • Service Agreement — Agreement between you and NeuCore Physiotherapy Pty Ltd for
      provision of Services

  2. Use of Website

    • Eligibility — Clients must be 18+

    • Accurate Information — You must provide correct and current information.

    • Account Security — If an account is created, you are responsible for login security and all
      activity.

  3. Bookings and Appointments

    • Confirmation — Bookings are confirmed once we receive the appropriate referral form

      and a staff member acknowledges via email and/or phone call.

    • Appointment Times — Times are estimates; delays may occur due to circumstances
      beyond our control.

    • Location Requirements — Safe, hygienic, and private space must be provided.

    • Cancellation Policy — Must comply with our Cancellation Policy and Service Agreement.

    • Privacy Policy - Must comply with our Privacy Policy (summary of privacy policy provided in welcome pack)

    • Our Right to Cancel — We may cancel due to staff illness, unsafe location, non-payment,
      or breach of Terms.

  4. Fees and Payment

    • Service Fees — Displayed on the Website; subject to change.

    • Payment Terms — As per Service Agreement. No online payments are processed via the Website.

    • Health Fund Claims — Clients must confirm coverage and provide accurate details; any gap fees are your responsibility. 

    • Late Payment — Any fees outstanding for more than 14 business days will incur a late payment fee of $10.

  5. Professional Services

    • ​Qualified Practitioners: Registered with AHPRA.

    • Professional Relationship: Physiotherapist-client relationship; practitioners follow
      professional standards.

    • Medical Information: Clients must disclose relevant health info; failure may impact safety
      and outcomes.

    • Treatment Decisions: Clients may accept/decline recommendations; responsible for
      following plans.

    • Scope of Practice: Physiotherapy only; referrals made when appropriate.
      Acknowledgment of Risk: Physiotherapy involves physical activity; clients acknowledge
      inherent risks and release NeuCore Physiotherapy Pty Ltd from liability for injuries
      occurring during or as a result of treatment, except where caused by gross negligence.

  6. Health and Safety

    • Client Responsibilities — Inform of condition changes, follow safety instructions, ensure
      safe environment, report adverse reactions.

    • Contraindications — Disclose conditions that may contraindicate treatment (surgery,
      infectious disease, pregnancy, cardiovascular issues, etc.).

    • Medical Emergencies — Services are not for medical emergencies. If an emergency
      occurs, call 000 immediately. Services may provide first-aid until help arrives but are not a
      substitute for emergency care.

  7. Privacy, Consent, and Record Keeping

    • Privacy Policy — We collect, store, and use data in accordance with our Privacy Policy.

      Consent — Services are provided only after signed Service Agreement, Cancellation
      Policy, and Consent to Treatment and Photo/Media Form.

    • Cloud-Based Storage — All records are uploaded directly to secure, encrypted servers. No records are stored locally on devices in accordance with our Privacy Policy.

  8. Data Retention & Data Destruction

    • Retention periods comply with privacy, NDIS and healthcare legislation.

    • No information is destroyed prior to the end of required legal retention periods.

    • When legally permitted, we destroy Personal Information using the following methods:

      • Physical data: cross-cut shredding and certified disposal.

      • Digital data: secure erasure, overwrite purge, and digital shredding;

      • We retain Personal Information in accordance with the following schedule:

    • Record Type = Website referral & intake forms, Active Retention = Duration of engagement or waitlist, Archival Retention = 7 years from last contact.

    • Record Type =Clinical information (if service commences), Active Retention = As per healthcare law, Archival Retention = 7 years, or until age 25 if under 18.

    • Record Type: Administrative correspondence, Active Retention = 12 months, Archival Retention = 7 years​​​

  9. Liability, Insurance, and Disclaimers

    • Professional Indemnity — All Services are covered by professional indemnity and public liability insurance.

    • Limitation of Liability — Liability limited to the amount paid for the service, to the maximum extent permitted by law.

    • No Guarantee of Outcomes — We cannot guarantee specific treatment outcomes; individual results may vary.

    • Force Majeure — We are not liable for failure to provide services due to events beyond our control (e.g., natural disasters, pandemics, travel disruptions).

  10. Intellectual Property

    • All content on this Website, including text, images, graphics, logos, videos, is the intellectual property of NeuCore Physiotherapy Pty Ltd or its licensors and is protected by copyright and other intellectual property laws.

    • © 2025 NeuCore Physiotherapy Pty Ltd. All rights reserved. Images used on this Website are for illustrative purposes only and may not depict actual clients, patients, or personnel.

    • Website content may be used for personal, non-commercial purposes only and must not be reproduced, distributed, or modified without prior written consent.

  11. Termination

    • By Client — Written notice; responsible for services already provided.​

    • By NeuCore Physiotherapy Pty Ltd — Breach of Terms, non-payment, inappropriate conduct, or false information.

  12. Complaints and Disputes

    • Initial complaints: submit complaints to feedback@neucorephysio.com.au. We will​ respond within 14 business days.

    • Any disputes regarding cancellations, fees, or related matters will be addressed throughm the following process:

      • Negotiation: If the initial response is unsatisfactory, we will arrange a discussion to negotiate a mutually acceptable outcome.

      • External Escalation: If internal resolution is unsuccessful, clients may contact:

      • Office of the Australian Information Commissioner (OAIC): 1300 363 992 (privacy matters), or;

      • NDIS Quality and Safeguard Commission for privacy 1800 800 110 (NDIS related matters) or;

      • AHPRA: 1300 419 495 (professional standards) for professional standards.

  13. General Provisions

    • Governing Law — Victoria, Australia; non-exclusive jurisdiction of Victorian courts.

    • Severability — Invalid clauses limited/eliminated; rest remain in force.

    • Entire Agreement — Includes Privacy Policy, Service Agreement, Cancellation Policy.

    • Amendments — Updated Terms posted on Website; continued use constitutes acceptance.

    • Waiver — Failure to enforce any provision does not waive others.

    • Assignment — Clients cannot assign; NeuCore Physiotherapy Pty Ltd may assign freely.

  14. Contact

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