Terms of Service

Effective Date: 29 July 2026

These Terms of Service ("Terms") govern the provision of physiotherapy services by Adelaide Hills Home Physio, a sole trader business operated by Russell, Dan Owen ("we", "our", or "us"). By booking or receiving physiotherapy services, you agree to these Terms.

1. Our Services

Adelaide Hills Home Physio provides professional physiotherapy services primarily in clients' homes throughout the Adelaide Hills and surrounding areas of South Australia.

Services may include:

  • Physiotherapy assessment

  • Diagnosis and clinical reasoning

  • Treatment and rehabilitation

  • Exercise prescription

  • Falls prevention

  • Mobility and balance assessment

  • Pain management

  • Functional assessment

  • Equipment recommendations

  • Home safety assessments where appropriate

  • Written reports and clinical communication

Services are provided in accordance with accepted professional standards and current evidence-based practice.

2. Eligibility for Services

We provide services to:

  • Private patients

  • NDIS participants

  • Department of Veterans' Affairs (DVA) clients

  • Medicare Chronic Condition Management (Care Plan) patients

  • Home Care Package recipients

Some services require a valid referral or approval from the relevant funding body before treatment can commence.

3. Professional Registration

Physiotherapy services are provided by a physiotherapist registered with the Physiotherapy Board of Australia through the Australian Health Practitioner Regulation Agency (AHPRA).

4. Appointments

Appointments may be booked by:

  • telephone;

  • email;

  • referral from another health professional; or

  • an authorised representative.

Appointment times are estimates and may occasionally vary due to traffic, emergencies or clinical circumstances.

We will make reasonable efforts to notify you of any delays.

5. Home Visits

As services are provided in your home, you agree to provide:

  • safe and reasonable access to the property;

  • a clean treatment area;

  • adequate lighting;

  • sufficient space for assessment and treatment;

  • a smoke-free environment during treatment;

  • management of pets where necessary for safety.

If the treating physiotherapist believes the environment is unsafe, treatment may be postponed or cancelled.

6. Consent to Treatment

By receiving physiotherapy services you consent to:

  • physiotherapy assessment;

  • physical examination;

  • manual therapy where clinically appropriate;

  • exercise therapy;

  • education and advice;

  • communication with your treating health professionals where necessary for your care.

You may withdraw your consent at any time.

You are encouraged to ask questions before or during treatment.

7. Risks of Physiotherapy

Physiotherapy is generally considered a low-risk healthcare profession.

However, treatment may involve temporary:

  • soreness;

  • bruising;

  • fatigue;

  • aggravation of symptoms;

  • dizziness; or

  • discomfort.

Although uncommon, unexpected complications may occur.

No guarantee can be given regarding treatment outcomes.

8. Client Responsibilities

You agree to:

  • provide accurate medical information;

  • advise us of any changes to your health;

  • follow agreed treatment recommendations where appropriate;

  • advise us of medications or relevant diagnoses;

  • provide a safe treatment environment;

  • treat our staff respectfully.

Aggressive, threatening or abusive behaviour will not be tolerated.

9. Fees and Payment

Fees are charged in accordance with the applicable service agreement, referral arrangement or published fee schedule.

Payment may be made by:

  • private payment;

  • NDIS;

  • DVA;

  • Medicare (where eligible);

  • Home Care Package provider; or

  • another approved funding arrangement.

Private accounts are payable in accordance with the invoice terms unless otherwise agreed.

Outstanding accounts may be referred for debt recovery where appropriate.

10. Medicare Services

Where treatment is provided under a Medicare Chronic Condition Management Plan:

  • eligibility is determined by Medicare;

  • rebates are subject to Medicare rules;

  • any gap payment remains the responsibility of the client unless otherwise advised.

We cannot guarantee Medicare rebates.

11. NDIS Participants

Adelaide Hills Home Physio provides physiotherapy services to eligible National Disability Insurance Scheme (NDIS) participants as an unregistered NDIS provider.

Services are available to eligible:

  • Self-managed NDIS participants; and

  • Plan-managed NDIS participants, where permitted by the participant's funding arrangements.

At this time, Adelaide Hills Home Physio does not provide services to NDIA-managed participants.

Before commencing NDIS-funded services, participants (or their authorised representative) will be required to enter into an NDIS Service Agreement. The Service Agreement outlines the agreed services, fees, cancellation arrangements, payment terms, responsibilities of both parties, and any other conditions applicable to the provision of services.

Where there is any inconsistency between these Terms of Service and an NDIS Service Agreement, the NDIS Service Agreement will prevail to the extent of that inconsistency.

12. Department of Veterans' Affairs (DVA)

DVA clients must hold a valid referral and meet DVA eligibility requirements.

Any services not approved by DVA may become the responsibility of the client.

13. Home Care Packages

Where services are funded through a Home Care Package:

  • treatment is subject to the provider's approval;

  • reporting may be provided to the package provider where authorised;

  • any services beyond approved funding may be privately payable.

14. Private Health Insurance

Where applicable, clients are responsible for confirming eligibility for private health insurance rebates.

15. Cancellations

We understand that appointments occasionally need to be changed.

Please provide at least 24 hours' notice where possible if you need to cancel or reschedule.

Failure to provide reasonable notice may result in a cancellation fee where permitted by law or your funding arrangement.

Repeated missed appointments may result in discharge from our service.

16. Late Arrival

If you are unavailable at the scheduled appointment time, treatment duration may need to be reduced.

Where attendance is not possible, the appointment may be treated as a cancellation.

17. Clinical Records

We maintain clinical records in accordance with Australian legal and professional requirements.

Records may include:

  • assessments;

  • treatment notes;

  • correspondence;

  • reports;

  • exercise programs;

  • outcome measures;

  • consent documentation.

Further information is available in our Privacy Policy.

18. Privacy

Your personal information is handled in accordance with our Privacy Policy.

By receiving treatment you consent to the collection, use and disclosure of information necessary for providing healthcare and meeting legal obligations.

19. Communication

You agree that we may contact you regarding your care using:

  • email;

  • telephone; or

  • SMS (where available).

Clinical information should not be sent by unsecured email unless you accept the associated risks.

20. Reports and Letters

Reports prepared for:

  • General Practitioners;

  • Specialists;

  • NDIS;

  • DVA;

  • Home Care Package providers;

  • insurers; or

  • other authorised organisations

may incur additional fees where not included within your funding arrangement.

21. Referrals

Where clinically appropriate we may recommend referral to another health professional.

Such recommendations do not constitute a guarantee regarding another provider's services.

22. Limitation of Liability

Nothing in these Terms excludes any rights you have under the Australian Consumer Law.

To the maximum extent permitted by law, Adelaide Hills Home Physio is not liable for indirect, incidental or consequential loss arising from the use of our services.

Physiotherapy outcomes depend upon many factors including:

  • individual health;

  • adherence to treatment;

  • underlying medical conditions; and

  • natural healing processes.

Accordingly, no guarantee of a specific clinical outcome is provided.

23. Complaints

If you have concerns about our services, we encourage you to contact us directly so that we can attempt to resolve the matter promptly.

Nothing in these Terms limits your right to make a complaint to relevant regulatory authorities.

24. Changes to These Terms

These Terms may be updated from time to time.

The current version published on our website will apply to future services.

25. Governing Law

These Terms are governed by the laws of South Australia.

Any disputes arising from these Terms will be subject to the jurisdiction of the courts of South Australia.

26. Contact

Adelaide Hills Home Physio

Sole Trader: Russell, Dan Owen

Email: dan@adelaidehillshomephysio.com

Acceptance

By booking an appointment, requesting services or receiving physiotherapy treatment from Adelaide Hills Home Physio, you acknowledge that you have read and understood these Terms of Service and agree to be bound by them.