Terms of Service

These terms of service are available to clients on the clinic website and should be understood by all staff, both administratively and therapeutically.‍

1. Fees and Charges

Our consultation and product prices are quoted in Australian Dollars (AUD). Rates may change without prior warning. To confirm the latest fees, please speak with our reception team. Concessions may be available for certain groups such as students, Community Partners, and holders of a Low Income Health Care Card. Proof of eligibility is required and reduced fees will apply to future sessions only.

2. GST (Goods and Services Tax)

Where GST is applicable, it will be included in the quoted fee. Most allied health services are GST-free; however, if treatment does not relate to injury rehabilitation, GST may apply. Exercise physiology and remedial massage sessions are subject to GST.

3. Consent to Care

By booking and attending an appointment, you agree to be assessed by one of our clinicians. Before any treatment is provided, your practitioner will explain the approach and seek your explicit consent.

4. Collection and Use of Information

We collect personal details to deliver clinical services, manage your account, maintain communication, and provide relevant updates. By providing this information, you authorise us to use it in accordance with the Australian Privacy Principles, the Privacy Act, and the Spam Act. All information is managed respectfully and securely.

5. Privacy Commitment

We follow the Australian Medical Association (AMA) guidelines to safeguard your confidentiality and privacy at all times.

6. Contact and Marketing

We may use your details for reminders, clinic news, health information, or promotional updates. Each message contains an opt-out option, and you may also request removal directly. We comply with the Spam Act and will respect your preferences. For assistance, email penrith@n1physio.com.au

7. Data Protection

Keeping your data secure is important to us. We work with trusted providers who maintain strong data security standards. If you would like your information removed from our systems, please let us know.

8. Accounts and Billing

Private clients are required to pay at the time of service. We do not run personal credit accounts. Where approved, third-party billing may be accepted (e.g., Workers Compensation, Motor Vehicle Accident claims, current NDIS plans, or referrals through DVA Gold Card programs).

9. Payment Methods

Payments can be made by EFTPOS, credit card, approved health fund cards, or cash (not preferred). Amex is not accepted. We are a mixed billing practice: Medicare rebates can be processed on the spot once payment is made. Eligible patients may access bulk-billed sessions when referred under a GP plan. If a Medicare claim is rejected, you agree to pay the full amount within 14 days.

10. Cancellations & Lateness

Please give at least 24 hours notice to cancel or reschedule. Late cancellations or missed appointments may be charged up to the full fee. If you arrive late, your session may be shortened in line with the remaining time available.

11. Feedback and Complaints

We welcome all feedback. Concerns can be raised by emailing penrith@n1physio.com.au, calling (02) 4721 1976, or by submitting a written letter at the clinic. Complaints will be reviewed quickly and you will be advised of the outcome.

12. Ownership of Purchased Items

Ownership of any goods is transferred to you only after payment has been received in full.

13. Supply of Products

Most items ordered through our suppliers are available within 1–2 business days. Some products may take longer to source. Full payment is required before orders are placed.

14. Returning Goods

Products may be returned within 7 days if unused and in their original packaging. After this period, any refund is at the supplier’s discretion. Return postage costs are the responsibility of the client.

15. Faulty or Damaged Goods

If goods are defective or arrive damaged (other than through general wear and tear), we will review the item and, where appropriate, organise a replacement at no extra charge.

16. Product Warranties

Manufacturer warranties apply to all products. These cover faults in manufacturing but not misuse or user error. Regular servicing or maintenance may be required to keep warranties valid.

17. Outcomes of Treatment

While our clinicians are highly trained and will provide evidence-based care, results cannot be guaranteed. Progress depends on many individual factors. A lack of expected improvement does not entitle the client to a refund.

18. Our Satisfaction Commitment

Although treatment results vary, we are committed to quality care. If you are not satisfied with the standard of your last session, we will refund or credit that consultation and, if appropriate, refer you to another clinician either within our practice or externally.

19. NDIS Services

n1 physio follows all NDIS guidelines, including Service Agreements and Schedules of Supports, which sit alongside these Terms. Participants may raise concerns with us directly or, if preferred, through the NDIA via 1800 800 110, an NDIA office, or ndis.gov.au.