Terms of Service
These Terms of Service apply when you use the OneHealth Osteopathy & Recovery website, make an appointment or receive services from OneHealth.
By booking an appointment or using our services, you acknowledge that you have read and agree to these terms.
About OneHealth
OneHealth Osteopathy & Recovery provides osteopathic assessment, manual therapy, exercise rehabilitation, sports rehabilitation, dry needling, cupping, post-surgical care, balance training and related healthcare services.
Our clinic is located at:
OneHealth Osteopathy & Recovery
1343 Burke Road
Kew VIC 3101
Phone: (03) 9969 7430
Email: admin@onehealthosteo.com
Other healthcare practitioners may operate independent businesses from the same premises. Unless otherwise stated, services supplied by an independent practitioner are governed by that practitioner’s own terms, fees and policies.
Appointments and bookings
Appointments may be booked through our website, Cliniko booking system, by telephone, by email or directly with the clinic.
You are responsible for:
- Providing accurate and current contact and health information.
- Selecting the appropriate appointment type.
- Arriving on time for your appointment.
- Advising us of any changes to your health, medications or circumstances.
- Telling your practitioner if you do not understand or are uncomfortable with any proposed assessment or treatment.
Appointment times are reserved specifically for you. Arriving late may reduce the time available for your appointment, while the full appointment fee may still apply.
We may need to reschedule or cancel an appointment due to practitioner illness, emergencies or circumstances outside our reasonable control. Where this occurs, we will provide as much notice as reasonably possible and offer an alternative appointment.
Cancellation and non-attendance policy
We understand that plans can change. If you need to reschedule or cancel, please provide as much notice as possible.
Our cancellation fees are:
- More than 24 hours’ notice: No cancellation fee.
- Less than 24 hours’ notice, but before the day of the appointment: A $50 cancellation fee may apply.
- Same-day cancellation or failure to attend: Up to 100% of the scheduled appointment fee may apply.
Cancellation fees reflect the time reserved for your appointment and the limited opportunity to offer that time to another patient.
We may waive a cancellation fee in exceptional circumstances at our discretion. Repeated late cancellations or non-attendance may require prepayment before further appointments can be booked.
Fees and payment
Current appointment fees are displayed on our website or advised when booking.
Payment is due at the time of your appointment unless another arrangement has been agreed in advance. We accept the payment methods available at the clinic.
You remain responsible for all fees associated with your appointment, including where an insurer or third-party payer declines or only partially covers a claim.
Fees may change periodically. Any updated fee will apply to appointments occurring after the change unless we have confirmed otherwise in writing.
Private health insurance and third-party claims
On-the-spot private health insurance claiming may be available for eligible services.
Your rebate depends on your insurer, policy, level of cover and available benefits. OneHealth cannot guarantee the amount of any rebate. You are responsible for checking your eligibility directly with your insurer.
Where services are funded by Medicare, the Department of Veterans’ Affairs, WorkSafe, the Transport Accident Commission or another third party, you are responsible for providing current and accurate claim information.
If the relevant payer does not approve or pay a claim, you may be responsible for the outstanding account.
Introductory offers and promotions
Introductory offers and promotions:
- Are subject to the eligibility criteria and conditions displayed with the offer.
- May be available for a limited time.
- Cannot ordinarily be used with another discount or promotion unless stated otherwise.
- May be changed or withdrawn before a booking is made.
- Do not affect a booking already confirmed at an agreed promotional price.
We may refuse or withdraw an offer where the eligibility requirements have not been met or the offer has been used improperly.
Gift vouchers
Gift vouchers may be purchased for use toward eligible OneHealth services.
Unless otherwise stated:
- Vouchers are valid for 36 months from the date of issue.
- The voucher must be presented or identified when making payment.
- Appointments remain subject to availability.
- Cancellation fees may be deducted from the voucher balance.
- Vouchers cannot be exchanged for cash except where required by law.
- Lost or stolen vouchers may only be replaced where proof of purchase and the remaining balance can be verified.
If the cost of an appointment exceeds the voucher balance, the difference must be paid at the time of the appointment.
Consent to assessment and treatment
Your practitioner will explain the proposed assessment or treatment, including its expected benefits, material risks and reasonable alternatives where relevant.
You may ask questions, decline any technique or withdraw your consent at any time. Withdrawing consent will not affect your right to receive appropriate future care.
Consent is an ongoing process. Agreeing to one form of assessment or treatment does not mean that you have agreed to every future treatment.
For a child or a person who cannot legally provide consent, consent must be provided by an authorised parent, guardian or substitute decision-maker, subject to applicable law and the individual’s capacity to participate in decision-making.
Your responsibilities as a patient
To support safe and appropriate care, you agree to:
- Provide complete and accurate information relevant to your health.
- Inform your practitioner of any significant changes, injuries, illnesses, medications or medical investigations.
- Follow clinical and exercise advice only to the extent that it is safe and appropriate for you.
- Stop an exercise or activity and seek advice if it causes significant or unexpected symptoms.
- Treat practitioners, staff and other patients respectfully.
We may discontinue or refuse non-urgent services where there is abusive, threatening, unsafe or inappropriate behaviour, subject to our professional obligations.
Treatment outcomes
Healthcare outcomes vary between individuals. The response to treatment can be influenced by the nature and duration of the condition, general health, activity levels and adherence to management advice.
While we aim to provide services with appropriate care and skill, we cannot guarantee a particular result, recovery timeframe or absence of recurrence.
Clinical recommendations are based on the information available at the time and may change as your condition progresses or further information becomes available.
Exercise and rehabilitation programs
Exercise programs may be provided through Physitrack or another agreed format.
Exercises should be completed according to your practitioner’s instructions. If you experience significant pain, dizziness, shortness of breath, neurological symptoms or another unexpected reaction, stop the activity and seek appropriate advice.
General exercise information on our website or social media is not a personalised prescription and may not be suitable for your individual circumstances.
Medical emergencies
OneHealth does not provide emergency medical services.
If you believe you are experiencing a medical emergency, call 000 or attend the nearest hospital emergency department.
For urgent medical advice, contact your GP or an appropriate medical service.
Website information
Information published on our website, blog or social media is general and educational. It is not a substitute for an individual assessment, diagnosis or medical advice.
Viewing our website, submitting an enquiry or interacting with our social media does not by itself create a practitioner–patient relationship.
You should seek advice from an appropriately qualified healthcare professional before acting on information that may affect your health.
Website availability and external links
We aim to keep our website accurate and available but cannot guarantee uninterrupted access or that every item of information will always be complete or current.
Our website may contain links to external websites, social media platforms or booking services. These links are provided for convenience. We do not control and are not responsible for the content, availability or practices of those external services.
Intellectual property
Unless otherwise stated, the text, branding, graphics, educational material and other content on this website belong to OneHealth or are used with permission.
You may view or print content for your personal, non-commercial use. You must not reproduce, modify, distribute or commercially use our content without prior written permission.
Privacy
Our collection and handling of personal and health information are governed by our separate Privacy Policy, available on this website.
By using our online booking system or providing an exercise program through Physitrack, relevant information will be processed through those services in accordance with our Privacy Policy and the providers’ applicable policies.
Australian Consumer Law
Our services come with rights and guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.
To the extent permitted by law, OneHealth is not responsible for loss caused by inaccurate or incomplete information provided by you, failure to follow professional advice, or use of general website content as a substitute for individual healthcare advice.
Concerns and complaints
If you have a concern about our services, please contact us so that we can review and respond to it.
Phone: (03) 9969 7430
Email: admin@onehealthosteo.com
You may also contact the Health Complaints Commissioner Victoria or another relevant professional or consumer authority.
Governing law
These terms are governed by the laws of Victoria, Australia. Any dispute will be subject to the jurisdiction of the courts and tribunals of Victoria, subject to any rights you have under applicable consumer law.
Changes to these terms
We may update these terms to reflect changes to our services, fees, systems or legal obligations.
The current version will be published on our website and will apply from the displayed effective date.