Practice Policies

Cancellation Policy/Missed Appointments

Understanding that we provide personalised appointments, it is imperative to note that late cancellations or missed appointments preclude the possibility of accommodating other patients. As a necessity, we require at least a 24-hour notification if you cannot attend your appointment, to prevent the application of a full-fee charge for your scheduled services. If you are sick you need to provide notice by 9am on the day of your appointment to be exempted from this rule at the discretion of the Manager.

Late Arrivals

We recognise the unpredictable nature of life. If you happen to arrive late, we will strive to offer you quality treatment without encroaching on the next patient’s appointment time. However you may be asked to reschedule your appointment to a later time or date if operationally required.

Reminder Calls

Reminder or confirmation text messages and calls are standard for all appointments. Despite this courtesy, you remain accountable for attending your appointments, and fees may apply for non-attendance due to the therapist’s allocated time.

Financial Arrangements

We require payment for all services at the time of the appointment – we do not provide account credit. For your convenience, Head2Toe facilitates immediate claiming on your Private Health Insurance through HICAPS and EFTPOS facilities.

Head2toe does not bulk bill appointments.

Our Fees

At Head2Toe, we are committed to providing the best possible value-for-money services. Our fees are set based on clinician expertise to provide a guide and targetted treatment plan for your issue. It does not cover a set time period or time allocation.

Marketing

By checking the box next to ” Do you agree to our practice policies” on your registration form you’re not only acknowledging our clinic’s guidelines and policies but also consenting to receive marketing materials from us.

When we refer to “marketing materials,” we’re speaking about updates and notifications about our clinic’s services, news, health tips, and promotional offers. These communications could be delivered to you via mail, email or SMS, depending on the contact preferences you’ve indicated in your registration form.

We understand you may have concerns about receiving such communications. However, we want to assure you that these materials are designed to benefit you. They will keep you informed about our latest treatments, techniques, and overall developments, aiming to enhance your health journey with us.

Your comfort is our top priority. Should you decide at any point that you no longer wish to receive these materials, you will have the ability to opt out easily. Every email we send includes an “unsubscribe” link, and our SMS messages provide instructions for how to stop receiving future messages.

We value the trust you place in us by providing your consent to these terms. We assure you that we respect your privacy and will only use your information to enhance your experience with our clinic. Thank you for taking the time to understand our Terms and Conditions, and for choosing us as your trusted healthcare provider.

Data Privacy and Artificial Intelligence

At Head2Toe Physiotherapy & Podiatry, we may use artificial intelligence (AI) tools to support administrative, operational, educational, and quality-improvement tasks. This may include assisting with drafting documents, improving internal processes, analysing de-identified clinic trends, or supporting communication workflows.

We do not use AI to replace clinical judgement, diagnose patients, or make automated healthcare decisions. All clinical decisions remain the responsibility of our qualified treating practitioners.

Where AI tools are used, we take reasonable steps to protect patient privacy and comply with our obligations under the Australian Privacy Principles, which regulate the collection, use, disclosure, storage, access, and correction of personal information. Health information is sensitive information and is handled with additional care.

We aim to avoid entering identifiable patient information into external AI systems unless it is necessary, appropriate, secure, and consistent with privacy obligations. Wherever possible, information used for analysis, training, quality improvement, or reporting is de-identified or aggregated.

Patient information will only be collected, used, or disclosed for purposes related to healthcare, clinic administration, legal compliance, or where consent has been provided. The Privacy Act applies to AI use involving personal information, including commercially available AI products.

Patients may contact us at any time to ask how their information is managed, request access to their records, or raise a privacy concern.