Privacy Policy for Abound Physio

Our Commitment to Your Privacy

1. Clinical Disclaimer and Scope of Service

Informational Purposes Only: The content, materials, and information contained on this website are provided for general educational and informational purposes only. They do not constitute formal medical advice, diagnosis, prognosis, or professional treatment.
No Clinician-Patient Relationship: Accessing this website, reviewing its contents, or submitting an online enquiry form does not establish a formal clinician-patient relationship between you and Mitchell Robinson or Abound Physio. A clinician-patient relationship is only formed upon completion of a formal clinical consultation.
Seek Professional Advice: Always seek the direct advice of a qualified healthcare professional regarding any specific medical condition, injury, or rehabilitation pathway. Never disregard professional medical advice or delay seeking it because of information read on this website.

2. Appointments, Scheduling, and Cancellations

Booking Management: All appointments are scheduled and managed via our clinic management software, Cliniko. To secure any online booking, you are required to provide and securely store a valid credit or debit card on file via our integrated payment gateway, HaltH.
Private, Medicare, WorkCover, and DVA Cancellation Policy: Abound Physio operates an admin-free clinic model. We require a minimum of 24 hours’ notice for any appointment cancellations or rescheduling requests. Failure to attend a scheduled appointment (Did Not Attend/DNA) or providing less than 24 hours’ notice will automatically incur a 100% cancellation fee equal to the full price of the scheduled consultation.
NDIS Cancellation Policy: In strict alignment with National Disability Insurance Scheme (NDIS) pricing guidelines, all appointments funded via the NDIS require a minimum of 48 hours’ notice for cancellations or rescheduling. Cancellations, modifications, or non-attendance with less than 48 hours’ notice will automatically incur a 100% short-notice cancellation fee billed at the full scheduled session price.
Automated Fee Processing and Personal Liability: By scheduling an appointment, you explicitly authorise Abound Physio to automatically charge any outstanding cancellation or DNA fees directly to your stored card on file via HaltH. Third-party compensable bodies—including Medicare, the Department of Veterans’ Affairs (DVA), WorkCover, and specific NDIS plans—do not provide coverage for missed appointments or late cancellations. Consequently, these charges are a matter of personal financial liability and will be invoiced directly to you.
Late Arrival Policy: If you arrive late to a scheduled session, your consultation will still conclude at the originally designated time to ensure subsequent patients are seen promptly. The full standard consultation fee applies.
Promotional Offers and Capped Rates: Promotional offers, introductory discounts, or provider-specific funding models are limited to a single application per unique client and cannot be combined with any other offer or package discount. All promotional options are non-transferable, non-redeemable for cash, and remain subject to final clinical discretion.

3. Professional Fees and Payment Terms

Settlement Timeline: Full payment for all clinical services, consultations, and products is strictly required at the immediate time of consultation.
Accepted Payment Methods: We accept major credit cards, debit cards, cash, and digital processing. Private health insurance claims can be processed immediately on-site via physical HICAPS/EFTPOS terminals for eligible sessions.
Medicare (CDM) and DVA Processing: Medicare Chronic Disease Management (CDM) plans and DVA claims are processed through our billing infrastructure within Cliniko. Patients are fully responsible for paying any applicable out-of-pocket gap fees. Initial Medicare consultations for new clients to the clinic are provided gap-free; all subsequent sessions default to standard gap payments. Patients remain personally responsible for the full account if Medicare or the DVA rejects a claim for any reason.
NIB First Choice Provider Agreement: Abound Physio is an NIB First Choice provider. Capped scheduled rates apply exclusively to eligible members of NIB and its designated partner brands (including AAMI, Apia, Suncorp, Qantas, ING, IMAN Australian Health Plans, GU Health, Real Health, Australian Seniors, and Priceline).

4. Clinical Session Packs and Signature Programs

Upfront Terms: Clinical Session Packs (6-session or 12-session allocations) and Abound’s Signature System Options (12-week managed rehabilitation programs) must be paid in full upfront or via an approved, structured installment plan. All packs and programs are strictly non-refundable, non-transferable, and expire exactly 12 months from the date of purchase.
Health Fund and Provider Exclusions: Due to statutory rules and health fund provider agreements, clients utilising capped-rate insurance schemes—including NIB First Choice and all associated partner brands listed in Section 3—are explicitly ineligible to purchase, use, or claim upfront Session Packs or structured 12-week Signature Programs.
Pack Cancellation Penalties: Our standard cancellation and short-notice windows (24 hours for private clients; 48 hours for NDIS participants) apply directly to sessions scheduled within a pack or program. Late cancellations or failures to attend will result in the automatic forfeiture of that specific session from your remaining pack balance or program allocation. Private health fund rebates cannot be claimed for forfeited or missed sessions.

5. Clinical Documentation, Dictation, and AI Integration

AI Scribe Technology: To maximise face-to-face clinical time and ensure comprehensive record-keeping, Abound Physio utilises highly secure, privacy-compliant Artificial Intelligence (AI) scribes and clinical documentation tools. These applications securely process and assist in drafting, formatting, and transcribing administrative notes and medical summaries during or immediately after your consultation.
Clinical Oversight: Every entry, clinical note, and administrative letter generated with the assistance of AI tools undergoes comprehensive manual review, editing, and final validation by your treating physiotherapist to guarantee absolute accuracy, data integrity, and clinical relevance.
Data Privacy Standards: All automated tools utilised within the practice comply fully with the Australian Privacy Principles (APPs) and federal healthcare privacy standards. Audio data used during the consultation is processed in real time solely for text generation and is not permanently stored, recorded, or harvested by third-party AI software providers.

6. Privacy, Data Handling, and Secure Communication

Information Collection: We collect sensitive personal, financial, and medical data exclusively to ensure the safe delivery of physiotherapy assessment, diagnosis, exercise prescription, and billing administration.
Integrated Infrastructure: By interacting with our clinic, you acknowledge and consent to your data being processed securely across our practice infrastructure stack, which includes:
- Cliniko: Our core practice management and booking platform.
- HaltH: Our secure, encrypted payment gateway and card storage vault.
- Everfit: Our digital exercise programming and biometric tracking platform.
- Medical-Objects: Our secure electronic messaging network for GP and specialist correspondence.
- Cliniq Apps: Our inbound communication portal and automated patient messaging system.
Statutory Compliance: All personal and clinical data is stored, transferred, and managed in strict accordance with the Privacy Act 1988 (Cth). For a detailed breakdown of how your information is safeguarded, please review our full [Privacy Policy].

7. Limitation of Liability

Maximum Extent of Law: To the maximum extent permitted by applicable Australian law, Abound Physio, its directors, and its employees exclude all liability for any indirect, incidental, special, or consequential loss, damage, or clinical setbacks arising out of technical inaccuracies on this website or third-party application service interruptions.
Remedy Capping: Our total liability for any breach of a statutory guarantee that cannot be excluded by law is strictly limited, at our sole discretion, to the resupply of the physiotherapy services or the direct cost of having the clinical services supplied again.

8. Intellectual Property and Content Protection

Ownership: All original content, branding, logos, graphics, website text, exercise protocols, and specialized clinical materials distributed during treatment or hosted online are the exclusive intellectual property of Abound Physio.
Prohibition of Use: Unauthorised reproduction, duplication, distribution, modification, or commercial exploitation of any proprietary materials provided to you during your care or found on this website is strictly prohibited without explicit, written authorization from Mitchell Robinson.

9. Governing Law and Jurisdiction

Jurisdiction: These Terms and Conditions are governed by, interpreted, and enforced in accordance with the laws of the State of Queensland, Australia.
Dispute Resolution: Any legal disputes, claims, or proceedings arising directly out of your engagement with Abound Physio, its digital platforms, or its clinical services are subject to the exclusive jurisdiction of the courts of Queensland.