Last Updated: Feb 22, 2026

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1. General

 

Users must read and accept these Terms and Conditions before accessing or using any Telehealth services provided by The Pole Physio (“we,” “us,” or “our”).

 

By booking or engaging in our Telehealth services, you agree to be bound by this Agreement. This document represents the entire understanding between the Parties and, except for terms implied by law which cannot be excluded and documents expressly incorporated by reference, no other terms apply.

 

2. Interpretation and Definitions

 

Definitions
 

In this Agreement, unless the context requires otherwise:

• Agreement means these Terms and Conditions and any documents incorporated by reference.

• Business Days means any day other than a Saturday, Sunday, or public holiday in Victoria, Australia.

• The Pole Physio means The Pole Physio Australia Pty Ltd, trading as The Pole Physio, including its successors and assignees.

• Clinician means any treating healthcare practitioner engaged by The Pole Physio.

• Telehealth Services means any health-related services provided remotely in exchange for a fee, including assessments, advice, exercise programs, treatment recommendations, and follow-up consultations.

• Website means https://www.thepolephysio.com and all associated subdomains and folders.

• Parties means you and The Pole Physio.

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Interpretation

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In this document, unless the context clearly requires otherwise:

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• The terms "we", "us" and "our" are references to are provided via this website, which is owned and operated by The Pole Physio Australia Pty Ltd, trading as The Pole Physio, our successors and assignees;

• Words in the singular include the plural and vice versa.

• A reference to a “person” includes individuals, corporations, and other legal entities.

• Monetary amounts are expressed in Australian Dollars (AUD), except where otherwise specified by affiliates.

• A “written request” includes communication via email or website contact form.​

 

3. Consent

 

By booking any Telehealth Services, you expressly consent to this Agreement.

 

We may update these Terms from time to time. You must review this Agreement prior to each booking. Continued use of our services constitutes acceptance of any updated terms.

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4. Eligibility of Telehealth Services

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If you are under 18 years of age, you must provide written consent from a parent or guardian who agrees to:

 

• Be bound by this Agreement;

• Supervise the provision of information to us;

• Supervise your participation in Telehealth Services.

 

By booking services, you confirm you meet these eligibility requirements.

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5. Telehealth Services

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The Pole Physio delivers healthcare consultations remotely using secure online platforms. Telehealth Services are designed to provide accessible, professional healthcare from your chosen location.

 

5.1 Scope of Telehealth Services

 

The scope of Telehealth Services includes, but is not limited to:

• Virtual Consultations: One-on-one online appointments for assessment, discussion of concerns, and collaborative treatment planning.

• Exercise Programs: Tailored rehabilitation or conditioning programs delivered via our designated app, including video demonstrations and progress tracking. Programs are typically updated within two (2) Business Days following your consultation.

• Education and Advice: Provision of educational materials, guidance, and recommendations to support proactive health management.

Telehealth Services are personalised to the individual user and are not intended for third-party use.​

 

6. Limitations of Telehealth Services

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While Telehealth provides convenient access to healthcare, you acknowledge the following limitations:

 

• No Hands-On Treatment: Physical assessment and manual therapy cannot be performed remotely. Clinicians rely on their thorough assessment and observation.

• Not for Emergencies: Telehealth is not appropriate for urgent or emergency medical situations. In an emergency, seek immediate in-person medical assistance.

• Technology Dependence: You are responsible for having appropriate devices, internet connection, and technical capability.

• Legal Restrictions: Services are subject to applicable laws and regulations in Victoria, Australia.

• No Guaranteed Outcomes: We do not guarantee cure, resolution, or specific results. Treatment recommendations are based on professional judgement, experience, and current evidence.

 

By engaging in our Telehealth services, users acknowledge and accept the nature, scope, and limitations outlined above. The Pole Physio is committed to providing accessible and effective healthcare through Telehealth, with a focus on user safety, convenience, and positive health outcomes.​

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7. User Responsibilities of Telehealth Services

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We prioritise your wellbeing and aim to provide a positive, effective and safe experience when you engage our Telehealth services. You acknowledge that effective Telehealth delivery depends on the accuracy of the information and cooperation you provide.

 

We outline the following responsibilities for users engaging in our services:

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• Providing Accurate Health Information: This includes details about medical history, existing conditions, medications, and any relevant health concerns. This also includes updating the Clinician if new information arises. 

• Following Clinician's Instructions: Users are expected to follow the instructions provided by the Clinician diligently. This includes adhering to prescribed exercise routines, recommended lifestyle modifications, and any other guidance aimed at enhancing your health.

• Active Participation in Treatment Plans: Engage actively in your treatment plan. Commit to recommended exercises, lifestyle changes, and any additional self-care measures advised by the Clinician. Consistent effort enhances the likelihood of positive outcomes.

• Open Communication: Maintain open and honest communication with your treating Clinician. Report any changes in your health status, new symptoms, or concerns promptly. This ensures that the treatment plan can be adjusted as needed to meet your evolving needs.

• Reporting Discomfort or Issues: During or after prescribed exercises, users must promptly report any discomfort, pain, or unexpected reactions. This information is crucial for the Clinician to make timely adjustments to your treatment plan and address any emerging issues.

• Technology Readiness: For users engaging in Telehealth services, ensure that you have access to the necessary technology, a stable internet connection, and compatible browser for virtual consultations. Familiarise yourself with the Telehealth platform to optimise your experience.

• Full understanding and co-operation: You must not implement our treatment program or act on any advice unless you fully understand it. Please ask any questions before implementing any treatment program or acting on any advice provided by us.

• Cessation on worsening symptoms: You must immediately cease our treatment program and/or cease acting upon any advice given by us if you experience any worsening pain or discomfort. In these circumstances, you must contact us as soon as possible to determine the next course of action.

• Third persons: You are strictly prohibited from sharing our treatment program or any advice provided with any third party. We assume no duty of care regarding any third persons, emphasising the personalised nature of our services exclusively for the individual user under our care. Your compliance with this restriction ensures the confidentiality and tailored approach of our services.

 

By adhering to these user responsibilities, you contribute to a collaborative and positive healthcare experience. Your commitment to actively participating in your care enhances the effectiveness of the provided healthcare services.​​

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8. Scheduling and Attendance

 

Appointments are booked via our online system. You are responsible for:

 

• Selecting the correct time zone;

• Logging in at least five (5) minutes prior to your appointment;

• Ensuring a private, well-lit, and quiet space;

• Testing camera and audio equipment beforehand.

 

Failure to attend or technological unreadiness does not entitle you to a refund.

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9. Suitability of our Telehealth Services

 

In the circumstance that one of our Clinician(s) deems our Telehealth services are not suitable for you, we will suggest an alternative course of healthcare action.​

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10. Privacy and Confidentiality

 

We are committed to protecting your personal and health information through secure systems, encryption, and access controls. Our Privacy Policy forms part of this Agreement. By engaging our Telehealth Services, you agree to its terms. ​

 

The Privacy Policy located is here.

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11. Informed Consent for Telehealth Services

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By engaging in our Telehealth services, you confirm that you provide consent to treatment delivered remotely, acknowledging understanding of the potential risks and benefits associated with the treatment. We prioritise transparency in your healthcare journey and encourage users to seek clarification on any aspect of the proposed treatment plan. Your consent underscores your active participation in the decision-making process and your acknowledgment of the inherent considerations associated with Telehealth services.

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12. Payment and Billing

 

Payments for Telehealth Services may be made via bank transfer, credit card, debit card, or PayPal.

 

The pricing structure for Telehealth Services is set out in our fee schedule available on the relevant Clinician’s booking page. Prices are subject to change at our discretion, and any material modifications will be communicated in advance where reasonably practicable.

Users will be billed based on the selected consultation and/or service type. All fees are inclusive of applicable taxes unless otherwise specified. You are responsible for any additional taxes, duties, or charges that may apply under the laws of your jurisdiction.

 

12.1 Pre-Payment Requirements

 

All initial consultations must be prepaid online via credit or debit card in order to secure the appointment.

 

Subsequent or extended appointments may be paid on the day of the scheduled appointment unless otherwise specified at the time of booking.

 

12.2 Card on File Authorisation

 

Following your initial consultation, you will be prompted to securely provide your debit or credit card details through our third-party payment processor for storage purposes. Your card will not be charged at the time of storage.

 

By providing your card details, you authorise The Pole Physio to securely retain your payment method on file during the length of your treatment for the purpose of:

 

• Confirming and securing future appointments;

• Processing payment on the day of your scheduled appointment;

• Charging applicable cancellation or non-attendance fees in accordance with our Refunds and Cancellations Policy.

 

Your card will only be charged:

• On the day of your scheduled appointment; or

• Where an appointment is cancelled or missed in breach of our cancellation policy after two unsuccessful contact attempts.

• Where a cancellation fee applies, you will be notified in accordance with our policy prior to processing the charge.

 

12.3 Payment Processing and Security

 

We use secure third-party payment processors, including Stripe, to handle financial transactions.

 

We do not store or have direct access to your full credit card details. All payment information is encrypted and processed in accordance with industry security standards.

We are not liable for any loss arising from your use of third-party payment processors unless such loss is caused directly by our fraud or the fraud of our employees.

 

13. Refunds

 

Appointments booked and paid for in advance online are NON-refundable and non-transferable, including in cases of cancellation/late cancellation, change of mind, missed appointments, scheduling conflicts or non-attendance.

 

Where more than 24 hours’ notice is provided, we are happy to offer a rescheduled appointment time, subject to practitioner availability.

 

Alternatively, upon request, a credit will be applied to the individual's file, which The Pole Physio will honour as long as the business remains operational.

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14. Cancellations

Appointment reminders are sent five (5) days prior and one (1) day prior to your scheduled appointment as a courtesy reminder. Failure to receive a reminder does not waive your responsibility to attend or cancel your appointment. Late cancellations create significant disruption for our practitioners and prevent other clients on the waiting list from accessing care.

 

If you need to cancel or reschedule your appointment, we require a minimum of 24 hours’ notice.

 

Cancellations made with less than 24 hours’ notice will incur a 50% cancellation fee. Failure to attend your appointment without notice (“no show”) will incur a 100% cancellation fee.

 

By engaging in our Telehealth services, users agree to comply with these payment and billing terms and conditions. Any updates or modifications to these terms will be communicated in advance, and continued use of our services implies acceptance of the revised terms. For specific inquiries or clarifications, please contact our team at info@thepolephysio.com

 

15. Private Health Insurance Reimbursement

 

For reimbursement through health insurance, we recommend checking with your private insurance provider regarding your Telehealth coverage. ​Users are responsible for understanding their insurance policies and seeking reimbursement if applicable.

 

Private Health Insurance rebates are claimable after the date of your consultation. You will be issued with an electronic receipt after your appointment which can be submitted electronically to your private health insurer. It cannot be issued prior to this date. Chronic Health Care Management (EPC) plans, ACC referrals, TAC claims, Workcover claims and DVA claims or equivalent are NOT accepted by The Pole Physio. Mental Health Care Plans and Disordered Eating Plans are accepted.

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16. Termination of Services

 

We retain the right to terminate services in specific situations to maintain the standards of our Telehealth business. Services may be terminated if users fail to comply with their responsibilities, such as:

• Providing inaccurate health information

• Disregarding prescribed instructions

• Engaging in inappropriate behaviour during consultations,

• Failing to fulfil payment obligations.

In cases of non-payment, we may, at our discretion, suspend or terminate services until outstanding payments are settled. Termination decisions will be made judiciously, with the overarching goal of preserving a safe, respectful, and effective Telehealth environment for all users. Any termination due to non-compliance or failure to pay will be communicated clearly, and users will be provided with an opportunity to address and rectify the issues before service termination takes effect.

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17. Liability

 

To the maximum extent permitted by law, including the Australian Consumer Law, our liability for any issues related to our Telehealth services is limited. We shall not be held legally responsible for any direct, indirect, special, incidental, or consequential damages, including but not limited to loss of profits, data, or other intangible losses.

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By engaging in our Telehealth services, you acknowledge and agree that our liability is expressly limited, and we are not liable for any damages arising from errors or omissions in our documents or information, the use of our services, or any third-party content, links, comments, or advertisements. Your use of our services is at your own risk, and you agree that we shall not be held liable for any loss or damage, whether foreseeable or not, resulting from your use or reliance on our services.

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It is your responsibility to ensure that our Telehealth services meet your specific requirements, and you acknowledge that information and materials provided may contain inaccuracies or errors. We do not warrant that our services will be error-free or uninterrupted, and we reserve the right to restrict, suspend, or terminate access to our services at any time without notice. This limitation of liability is a fundamental part of our Terms and Conditions, and you accept these terms by continuing to use our Telehealth services.

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18. Governing Law

 

These Terms and Conditions, as well as any disputes arising from the use of our Telehealth services, shall be governed by and construed in accordance with the laws of Victoria, without regard to its conflict of law principles. You agree that any legal action or proceeding between you and us for any purpose concerning these Terms and Conditions for the use of our Telehealth services shall be brought exclusively in a federal or state court of competent jurisdiction sitting in Victoria, Australia, and you hereby consent to the personal jurisdiction and venue of such courts. Any cause of action or claim you may have with respect to the services must be commenced within one (1) year after the claim or cause of action arises or be barred. In the event of any dispute, both parties agree to make a good faith effort to resolve the matter informally. If resolution cannot be reached informally, any legal proceedings shall be conducted in accordance with the laws and jurisdiction specified herein.

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19. Changes to Terms of Conditions

 

We reserve the right to update or modify our terms and conditions from time to time. Should we update, amend or make any changes to this document, those changes will be posted on this page and patients will be notified via email. It is your responsibility to ensure you are up to date with any of these changes.

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20. Contact

 

For any support, inquiries or concerns regarding our Online Products, please contact info@thepolephysio.com ​​