Last Updated: May 29, 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. It is the patient’s responsibility to ensure the following prior to their appointment:

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• Correct time zone selection when booking

• Login at least five (5) minutes prior to the scheduled appointment time

• A private, well-lit, and quiet environment suitable for clinical consultation

• Functional camera, microphone, and internet connection tested in advance

 

Failure to attend due to personal circumstances or technical issues does not entitle the patient to a refund.

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8.1 Practitioner Availability & Appointment Allocation

 

While patients may request appointments with a particular practitioner, practitioner availability is not guaranteed.

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The Pole Physio reserves the right to reallocate appointments to another appropriately qualified practitioner where required due to clinician availability, operational requirements, medicolegal treatment territorial and/or jurisdictional limits, leave, illness, scheduling limitations, or clinical suitability.

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Where a requested practitioner is unavailable, patients may be offered an equivalent appointment with another suitably qualified clinician.

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By booking an appointment, the patient acknowledges and agrees that practitioner substitution may occur where reasonably necessary to ensure continuity of care and service delivery.

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Patients are responsible for ensuring they book with a practitioner who is legally permitted to provide services within their state, territory, or country of residence. While The Pole Physio will make reasonable efforts to offer an alternative suitably qualified practitioner where possible, reassignment cannot be guaranteed.

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The Pole Physio is not liable for dissatisfaction arising solely from practitioner reassignment where equivalent clinical services are provided. Where reassignment is not possible due to jurisdictional, licensing, scheduling, or operational limitations, refunds will not be provided. Instead, a credit may be applied to the patient’s file for use toward other eligible online healthcare services with an appropriately qualified practitioner.

 

8.2 United States & Protectorates – Liability Waiver

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For all patients located in the United States and/or it's protectorates, completion and signing of a United States specific liability waiver is a mandatory medicolegal requirement prior to the scheduled telehealth consultation. The waiver must be completed in full before the appointment start time. Failure to complete and sign the required waiver prior to the scheduled appointment will result in the appointment being unable to proceed.

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Where the waiver has not been completed in advance, the appointment will be treated as a non-attendance in accordance with our booking terms, and no refund will be issued. It is the patient's responsibility to ensure the waiver is completed prior to their appointment.

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8.3 Right to Refuse Service

The Pole Physio and its practitioners reserve the right to refuse, suspend, or discontinue treatment or services at any time if a patient engages in inappropriate conduct, including but not limited to hostility, abusive, aggressive, threatening, discriminatory, harassing, or otherwise disrespectful behaviour toward any member of our team. In such circumstances, treatment may be terminated immediately without obligation to provide a refund for booked or prepaid services.

 

8.4 No-Show Policy

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If a patient does not attend their scheduled appointment within the first fifteen (15) minutes of the appointment start time, the appointment will be classified as a no-show.

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In the event of a no-show, our No-Show Policy (100% fee applies) will be enforced in accordance with our Cancellation Policy.

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Where a patient has not joined the appointment on time, The Pole Physio team will make reasonable attempts to contact the patient shortly after the scheduled appointment commencement time via the contact details provided.

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If contact is unsuccessful and the patient does not attend within the 15-minute window, the appointment will be marked as complete and no refund or credit will be issued, except where required under Australian Consumer Law.

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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. The Pole Physio Exercise/Rehab App Access

 

Access to The Pole Physio exercise/rehab app is provided for a limited period and is intended to support active engagement with our clinical and training services.

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Where a patient does not have an active appointment or ongoing booking, app access will be maintained for a period of up to three (3) months from the date of their last appointment or service engagement.

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If more than three (3) months have elapsed without a booked appointment or active service engagement, app access will be automatically discontinued. Continued access beyond this period is not guaranteed and may be reinstated at the discretion of The Pole Physio upon rebooking of services.

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11. Privacy and Confidentiality

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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. ​

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The Privacy Policy located is here.

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12. 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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13. Payment and Billing

 

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

 

The pricing structure for Telehealth Services is set out on the relevant clinician’s booking page. Prices are subject to change at The Pole Physio’s discretion. Where reasonably practicable, material changes will be communicated in advance.

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

 

14 Payment Authorisation & Processing 

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14.1 Pre-Payment Requirements

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

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

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14.2 Card on File Authorisation

 

Following the initial consultation, patients will be prompted to securely store their payment details via our third-party payment processor for future billing purposes. Patient's card details are securely stored and are not charged at the time of authorisation.

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By providing your payment details, you authorise The Pole Physio to securely retain your payment method for the duration of your treatment relationship for the purpose of:

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• Securing and confirming future appointments

• Processing payment on the day of scheduled appointments 

• Charging applicable cancellation or non-attendance fees in accordance with our Cancellation Policy

 

Your card will only be charged:

• On the day of a scheduled appointment; or

• Where a cancellation or non-attendance fee applies in accordance with our Cancellation Policy, after reasonable attempts to contact you have been made

 

Where a cancellation fee is applied, you will be notified prior to processing the charge.

 

14.3 Payment Processing and Security

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The Pole Physio uses secure third-party payment processors, including Stripe, to handle all financial transactions.

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The Pole Physio does not store or retain card details on its internal systems. All payment information is securely stored and encrypted within third-party payment platforms that are specifically designed and certified for secure payment processing and card data storage.

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The Pole Physio is not responsible for the security, performance, or data handling practices of third-party payment processors, except where required under Australian Consumer Law or where caused by our fraud or negligence.

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15. Refunds

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All appointments booked and paid for in advance are non-refundable and non-transferable, including but not limited to:

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• Cancellations (late or otherwise)

• Change of mind

• Missed appointments or no-shows

• Scheduling conflicts

• Non-attendance for any reason outside of Australian Consumer Law

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Where more than 24 hours’ notice is provided, patients may request a rescheduled appointment, subject to practitioner availability. Rescheduling is not guaranteed.

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Alternatively, where agreed, a credit may be applied to the patient’s account. Any credit issued will remain valid while The Pole Physio remains operational.

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16. Cancellations

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Appointment reminders are sent five (5) days and one (1) day prior to the scheduled appointment as a courtesy. Failure to receive a reminder does not remove the patient’s responsibility to attend, reschedule, or cancel within the required timeframe.

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A minimum of 24 hours’ notice is required to cancel or reschedule an appointment.

• Cancellations made with less than 24 hours’ notice will incur a 50% cancellation fee

• Failure to attend an appointment without notice (“no-show”) will incur a 100% cancellation fee

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Cancellation fees are applied in accordance with this Policy and are non-refundable, except where required under Australian Consumer Law.
 

17. Claims

 

17.1 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.

 

17.2 Chronic Health Care Management (EPC) Plans, Mental Health Care Plans, Disordered Eating Plans, ACC Referrals, TAC, Workcover & DVA Claims

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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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18. 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:

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• 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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19. 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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20. 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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21. 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 affected 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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22. General Agreement

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By engaging in Telehealth services with The Pole Physio, patients agree to comply with these terms and conditions. 

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The Pole Physio reserves the right to update or modify these terms at any time. Where practicable, material changes will be communicated in advance. Continued use of services constitutes acceptance of the updated terms.

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23. Contact

 

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