Terms & Conditions

Patient Terms and Conditions

These terms apply to private patient appointments and treatment courses at THERAPY™. Please read them before booking or purchasing. Memberships, Studio classes and NDIS services are subject to their applicable separate agreements. Treatment-specific consent forms also apply.

1 Consumer rights and change of mind

Our services come with guarantees under the Australian Consumer Law that cannot be excluded. Nothing in these terms limits your rights to a refund, repeat service, compensation or another remedy where required by law. Subject to those rights and the medical-discontinuation provisions below, we do not offer refunds for a simple change of mind or because you find the service cheaper elsewhere.

2 Payment and pricing

Payment is required at the time of booking unless another arrangement has been agreed in writing. Where clinical clearance is required before a treatment course can be booked, the course payment is due once that clearance process has been completed and the booking is made.

All advertised prices are in Australian dollars and include GST where applicable. From 1 October 2026, our advertised service prices include payment-processing costs, and THERAPY™ does not add a separate debit or credit card surcharge.

The total price will be disclosed before you confirm your booking or purchase. Any optional additional services require your agreement before a charge is incurred.

Price changes apply to new bookings and purchases from their stated effective date. Existing confirmed bookings and prepaid packages retain their agreed prices. Any changes to ongoing membership fees will be managed in accordance with the membership agreement and applicable law.

3 Treatment courses and validity

Each treatment course is valid for six months from the date of purchase, unless a different period is agreed in writing before purchase. The expiry date will be confirmed with your purchase. Treatment courses are personal to the patient and cannot be transferred to another individual.

Please contact us if a medical reason prevents you from completing a course within its validity period. We will consider an appropriate pause or extension. Where THERAPY™ cannot provide reasonable appointment availability or interrupts the service, we will provide an appropriate extension or other remedy. Gift cards and vouchers have separate expiry terms that comply with applicable law.

4 Appointment changes and cancellations

Please give at least 24 hours’ notice before your appointment start time if you need to cancel or change your booking. You can contact our team or use the cancellation method provided with your booking.

If you cancel or change an appointment with less than 24 hours’ notice, or do not attend, a cancellation fee may apply. The fee will be limited to our reasonable loss resulting from the cancellation, capped at the agreed appointment price. We will take into account any costs saved and whether we fill the appointment. We will consider exceptional circumstances, including sudden illness or an emergency.

For a prepaid appointment, any applicable cancellation fee may be deducted from the amount paid for that appointment. We will not both deduct a full session and charge an additional cancellation fee for the same missed appointment.

If confirmation is required, we will communicate a clear deadline and make a reasonable attempt to contact you before releasing the appointment. We will notify you if it is cancelled. A failure to reply to a confirmation request alone will not attract a cancellation fee where we release the booking.

5 Clinical suitability and patient information

You must provide accurate and relevant information requested in your intake and consent forms and tell the treating team about changes in your health before each treatment. This includes relevant medical conditions, medications, allergies, pregnancy, implants and recent procedures.

We may request advice or clearance from your GP or specialist where clinically indicated. Our clinical team will review that information and assess whether the proposed treatment is suitable. GP clearance does not replace our own assessment. We may defer or stop treatment if it is clinically inappropriate or unsafe.

6 Consent and sessions that end early

Before treatment, you will have an opportunity to discuss the proposed treatment, relevant risks, alternatives and costs, and ask questions. You may withdraw consent or ask to stop a session at any time. Please tell the treating team promptly if you experience discomfort or unexpected symptoms.

A session ending early does not automatically remove your right to a refund or other remedy. We will consider the reason it ended, the service delivered and your consumer rights. If you voluntarily end a session for reasons unrelated to a service problem or clinical concern, a refund is not normally provided for the unused portion.

7 Medical discontinuation and unused sessions

If treatment cannot safely proceed before it begins, we will refund payments for the undelivered treatment. A separately completed assessment may still be payable if its fee was disclosed and agreed beforehand.

If a medical reason means you must permanently discontinue a course, we will refund the unused sessions. We may request reasonable supporting clinical information, including a medical certificate or an assessment by our treating clinician. A certificate is not a condition of exercising your statutory consumer rights.

Refunds for unused package sessions will be calculated using their value within the price actually paid. Completed sessions will not be retrospectively repriced at a higher casual rate. Further refunds or remedies will be provided where required by law.

8 Changes or cancellations by THERAPY

If we cancel an appointment or cannot deliver a service, including because of clinician absence or equipment failure, we will offer rescheduling or a refund for the affected undelivered service. Any broader rights you have under the Australian Consumer Law remain available.

9 Refund requests and concerns

Please contact hello@yourtherapy.au with your booking details and the reason for your refund request or concern. Email is preferred so we can keep a clear record, but we also accept requests by other reasonable means. We will assess requests in accordance with these terms and applicable law. Refunds required by law are not subject to discretionary approval.