Terms of Service

DX Physiotherapy Pty Ltd

1. Introduction and Acceptance of Terms

Welcome to DX Physiotherapy Pty Ltd (“DX Physiotherapy”, “we”, “us” or “our”). These Terms of Service (“Terms”) explain the basis on which we provide physiotherapy and pilates services to you (“you” or “your”).

By booking an appointment, attending our clinic, using our online booking system, or otherwise using our services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please contact us before booking so we can discuss your concerns. If you are booking on behalf of another person, including a child, you confirm that you have the authority to agree to these Terms on their behalf.

These Terms should be read alongside our Privacy Policy, which explains how we collect, use, store and share your personal and health information

2. About Us

DX Physiotherapy Pty Ltd (ABN 651 749 209) is a physiotherapy and pilates clinic based in New South Wales, Australia. Our details are:

Legal name: DX Physiotherapy Pty Ltd
ABN: 651 749 209
Clinic address: 3/398 Sydney Road, Balgowlah NSW 2093 | LG 320 Military Road, Cremorne NSW 2090
Phone: 02 9949 3770
Email: info@dxphysiotherapyau.com
Website: https://dxphysiotherapy.com.au/

We provide physiotherapy assessment and treatment, along with clinical and studio pilates, to help patients manage pain, recover from injury, and improve movement and function.

3. Our Services

We offer the following services:

Physiotherapy – assessment, diagnosis, hands-on treatment, exercise prescription and rehabilitation for musculoskeletal, sports, and general movement-related conditions.
Pilates – clinical and studio-based pilates sessions designed to build strength, stability, mobility and control, whether as a standalone service or alongside physiotherapy treatment.

Every treatment plan is tailored to your individual presentation, goals, and health history following an initial assessment. While our practitioners will use their professional skill and judgement to design the most appropriate plan for you, we cannot and do not guarantee any specific outcome or result from treatment, as individual responses to care vary.

All clinical services are provided by qualified, appropriately trained and, where applicable, registered practitioners operating within their scope of practice.

4. Booking and Appointments

Appointments can be booked online through our booking platform, Cliniko, by phone on 02 9949 3770, or in person at our clinic. When you book an appointment, you will typically receive a confirmation by email or SMS, along with any reminder notifications ahead of your visit.

Please arrive on time for your appointment. If you arrive late, we may not be able to provide a full session and full fees may still apply, as the time has been reserved specifically for you.

Occasionally we may need to reschedule or cancel an appointment due to practitioner illness, unforeseen circumstances, or other operational reasons. Where this happens, we will contact you as soon as reasonably possible to rebook at a time that suits you, and no cancellation fee will apply in these circumstances.

5. Cancellation and No-Show Policy

We understand that plans can change, but late cancellations and missed appointments affect our ability to offer appointments to other patients. Our cancellation policy is as follows:

At least 24 hours’ notice: no cancellation fee applies.
Less than 24 hours’ notice: a cancellation fee of $40 applies.
Less than 4 hours’ notice, or a missed appointment (no-show): the full cost of the scheduled appointment applies.

Cancellations can be made by phone, email, or through the Cliniko online booking system. Cancellation and no-show fees will be charged to the card held on file or invoiced to you directly, and are payable prior to or at your next appointment. We may, at our discretion, waive a fee in genuine emergency situations – please contact us as soon as you can if this applies to you.

6. Fees and Payment

Our current fees are available on request and are displayed at the clinic. Payment is due at the time of your appointment unless another arrangement has been agreed with us in advance.

We accept the following payment methods:

Card payment in clinic
Cash
Private health insurance, where applicable

If you intend to claim a rebate through your private health insurance, it is your responsibility to check your level of cover, any annual limits, and any gap payment you may be required to pay, as rebate amounts vary between funds and policies. Any shortfall between the fee charged and the amount reimbursed by your insurer remains your responsibility.

Where an invoice remains unpaid, we may send reminders, apply this outstanding balance to future appointments, or, where necessary, refer the debt to a third-party collection service. We will always attempt to contact you directly to resolve any payment issue before escalating it further.

7. Consent to Treatment

We will only carry out treatment once we have your informed consent. Informed consent means that we have explained, in a way you can understand:

what the proposed treatment involves,
the expected benefits of the treatment,
any material risks associated with the treatment, and
any reasonable alternative options, including the option of no treatment,

and that you have had the opportunity to ask questions before agreeing to proceed. Your consent will generally be discussed and recorded at your initial consultation and reconfirmed for any significant new or different treatment technique.

You are entitled to withdraw your consent at any time, including part-way through a treatment session, without needing to give a reason. If you withdraw consent, we will stop the treatment technique in question and discuss alternative options with you.

8. Patient Responsibilities

To help us provide safe and effective care, you agree to:

provide accurate and complete information about your health, medical history, medications and any relevant conditions when asked;
tell us promptly about any changes to your health, medication, or circumstances that may affect your treatment;
follow the advice, exercise programs, and home-care recommendations given by your practitioner, or let us know if you are unable to;
raise any questions, concerns, discomfort, or adverse reactions with your practitioner as soon as they arise; and
treat our staff and other patients with courtesy and respect.

Withholding relevant health information, or not following clinical advice, may affect the safety and effectiveness of your treatment, and we cannot be held responsible for outcomes affected by inaccurate or incomplete information provided to us.

9. Minors and Under-18 Patients

We treat patients under the age of 18. Where a patient is under 18, a parent or legal guardian must accompany them to their initial appointment and provide consent to treatment on their behalf, in accordance with the consent principles set out in section 7. Consent given by a parent or guardian will be recorded in the patient’s clinical file.

A parent or guardian should remain contactable, and where practicable, present at the clinic during a minor’s appointment, particularly for younger children. Our practitioners will use their professional judgement to ensure treatment and communication are appropriate to the patient’s age and understanding, and will raise any safeguarding concerns in line with applicable NSW child protection obligations.

10. Limitation of Liability and Clinical Disclaimer

Nothing in these Terms is intended to limit or exclude any consumer guarantee, right, or remedy that cannot lawfully be limited or excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), including guarantees relating to the provision of services with due care and skill and fit for the purpose for which they were provided.

Subject to those consumer guarantees, and to the maximum extent permitted by law, we exclude liability for any indirect or consequential loss arising from our services. Physiotherapy, pilates and related manual and exercise-based treatments carry inherent risks, which may include, but are not limited to, temporary soreness, discomfort, muscle strain, or, rarely, more significant injury. These risks will be explained to you as part of the consent process described in section 7.

Results of treatment are not guaranteed. Individual outcomes depend on many factors, including your specific condition, adherence to advice, and general health, and we make no representation or warranty as to the specific results you will achieve.

Our services are not a substitute for emergency medical care. If you are experiencing a medical emergency, please call 000 or attend your nearest hospital emergency department immediately. Our services also do not replace the role of your general practitioner, and you should continue to seek medical advice from your GP or specialist as appropriate.

11. Professional Standards and Regulation

Our physiotherapists are registered with the Physiotherapy Board of Australia and practise under the national scheme administered by the Australian Health Practitioner Regulation Agency (AHPRA). All clinical staff are required to comply with the relevant professional code of conduct, standards, and guidelines set by their registration board, as well as any applicable industry standards for pilates instruction.

12. Complaints Procedure

If you are ever unhappy with any aspect of your care or your experience at our clinic, we want to hear about it so we can put things right. You can raise a concern by speaking to your practitioner directly, or by contacting our clinic by phone or email using the details in section 17.

Complaints will be handled by our practice management team, who will acknowledge your complaint promptly and aim to provide a full response within 10 business days. Where a complaint is more complex, we will keep you updated on progress and expected timeframes.

If you feel your complaint has not been resolved to your satisfaction, you may escalate it to the Health Care Complaints Commission (HCCC) NSW, or to the Australian Health Practitioner Regulation Agency (AHPRA), both of which handle complaints about registered health practitioners and health services in New South Wales.

13. Intellectual Property

All content on our website and in our clinic materials, including text, graphics, logos, images and educational resources, is owned by or licensed to DX Physiotherapy Pty Ltd and is protected by copyright and other intellectual property laws. You may view and print this content for your personal, non-commercial use, but you may not reproduce, distribute, or otherwise use it for any other purpose without our prior written permission.

14. Website Use

Our website is provided for general informational purposes only and does not constitute medical advice. It should not be used as a substitute for a proper clinical assessment, and you should always seek individual advice from a qualified practitioner before making decisions about your health.

Our website may contain links to third-party websites. We do not control and are not responsible for the content, accuracy, or availability of any linked third-party sites, and including a link does not imply our endorsement of that site.

15. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. Where we make material changes, we will update the “Last Updated” date below and, where appropriate, notify you by email or by displaying a notice at our clinic or on our website. Your continued use of our services after any changes take effect constitutes your acceptance of the updated Terms.

16. Governing Law and Jurisdiction

These Terms are governed by the laws of New South Wales, Australia. Any dispute arising out of or relating to these Terms or our services will be subject to the non-exclusive jurisdiction of the courts of New South Wales.

17. Contact Us

If you have any questions about these Terms, or would like to get in touch with us for any other reason, please contact us at:

18. Last Updated

These Terms were last updated on 1 July 2026.