Website Use / Clinical Terms and Conditions

Terms of Service

Equilibrium Sports and Spinal Clinic

1. Introduction and Acceptance of Terms

These Terms of Service govern your relationship with Equilibrium Sports and Spinal Clinic when you book an appointment, attend our clinic, use our website, or receive any of our services. By making a booking or attending an appointment, you are agreeing to these terms in full.

Please read these terms carefully before your first appointment. If you have any questions about anything contained in this document, we encourage you to contact us before proceeding. We have written these terms in plain language wherever possible so that they are easy to understand.

If you are booking on behalf of a minor or a person who cannot provide consent themselves, these terms apply to you as the responsible adult making that booking.

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2. About Us

Clinic Name: Equilibrium Sports and Spinal Clinic Business Structure: Sole Trader Address: 1/14 High Street, Glen Iris, Melbourne, Victoria Phone: 03 9822 1900 Email: info@equilibriumsas.com.au Website:www.equilibriumsas.com.au

Equilibrium Sports and Spinal Clinic is a private osteopathic clinic based in Glen Iris, Melbourne. We provide hands-on, patient-centred osteopathic care for a wide range of musculoskeletal conditions, injuries, and pain presentations. Our practitioners are registered with the Australian Health Practitioner Regulation Agency (AHPRA) and operate in accordance with the standards set by the Osteopathy Board of Australia.

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3. Our Services

Equilibrium Sports and Spinal Clinic provides osteopathic assessment and treatment services for adults and children. Osteopathy is a hands-on form of manual therapy focused on diagnosing, treating, and managing conditions affecting the muscles, joints, nerves, and connective tissues of the body.

Our services include but are not limited to: osteopathic assessment and diagnosis, manual therapy techniques such as soft tissue massage, joint mobilisation and manipulation, dry needling, exercise prescription, injury rehabilitation, and general musculoskeletal health management.

All treatment plans are developed individually based on your specific clinical presentation, history, and goals. Treatment approaches vary from patient to patient, and we do not offer a one-size-fits-all model of care.

We do not guarantee specific clinical outcomes. While we work to the highest professional standards and aim to achieve the best possible results for every patient, individual responses to treatment vary. Our practitioners will discuss realistic expectations with you as part of your initial consultation.

All services are delivered by practitioners who hold current AHPRA registration under the Osteopathy Board of Australia and who maintain their registration through ongoing professional development and compliance with their professional code of conduct.

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4. Booking and Appointments

Appointments can be booked online through our booking system, Cliniko, via our website at www.equilibriumsas.com.au, or by contacting us directly by phone on 03 9822 1900 or by email at info@equilibriumsas.com.au.

When you make a booking, you will receive a confirmation via email or SMS. Please check your confirmation details carefully and contact us promptly if anything is incorrect. It is your responsibility to arrive on time for your appointment. If you arrive late, we will do our best to provide your treatment within the remaining time, but your appointment may be shortened to avoid affecting other patients. The full appointment fee applies regardless of late arrival.

We will do our best to avoid rescheduling or cancelling your appointment. In the event that we need to cancel or reschedule due to practitioner illness or an unforeseen circumstance, we will contact you as early as possible and offer you an alternative appointment time at no additional cost.

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5. Cancellation and No-Show Policy

We understand that life is unpredictable and that sometimes plans change. However, late cancellations and missed appointments affect both our practitioners and other patients who may need that appointment time.

We require a minimum of 12 hours’ notice to cancel or reschedule any appointment.

If you cancel with less than 12 hours’ notice, or if you do not attend your appointment without notifying us, a cancellation fee may be charged. The fee will be equivalent to the full cost of the missed appointment. This fee reflects the cost of the practitioner’s time that cannot be reallocated at short notice.

Cancellation fees will be collected by credit card, cash, or bank deposit. Where a card is held on file via our booking system, we reserve the right to charge the cancellation fee to that card following a late cancellation or no-show.

Repeat no-shows or habitual late cancellations may result in us requiring prepayment for future appointments or, in exceptional circumstances, declining to make further bookings.

We will always consider genuine emergencies on a case-by-case basis and exercise discretion where appropriate. Please contact us as soon as possible if an emergency has prevented you from attending.

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6. Fees and Payment

Our fees are set out on our website and are available on request. Fees may be updated from time to time, and we will endeavour to give you advance notice of any changes.

Payment is due at the time of your appointment. We accept the following payment methods: cash, credit card, and bank deposit. Medicare rebates and private health insurance claims may be available depending on your individual cover — please check with your insurer prior to your appointment as we cannot guarantee rebate eligibility.

If you are paying by bank deposit, payment must be received prior to or on the day of your appointment unless a specific arrangement has been agreed with us in writing. Unpaid accounts will be followed up directly. Where an account remains unpaid after reasonable attempts to recover it, we reserve the right to engage a third-party debt recovery service.

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7. Consent to Treatment

We will only ever treat you with your informed consent. Informed consent means that before any treatment begins, your practitioner will explain to you in plain language what they propose to do, the likely benefits and any relevant risks or side effects, and what alternatives may be available to you. You will have the opportunity to ask questions before agreeing to proceed.

You have the right to refuse any treatment, to stop treatment at any point during your appointment, and to withdraw your consent at any time without this affecting your care or your relationship with the clinic.

Consent will be obtained verbally and, where appropriate, in writing at your initial appointment. If your treatment plan changes significantly, consent will be sought again. It is important to us that you feel informed and comfortable throughout your care.

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8. Patient Responsibilities

We ask all patients to take an active role in their care and to support us in providing safe and effective treatment. Your responsibilities as a patient include the following.

You are responsible for providing accurate, complete, and up-to-date information about your health history, current symptoms, medications, and any other factors that may be relevant to your treatment. Withholding or providing inaccurate information may affect the safety and effectiveness of your care.

If your health circumstances change between appointments — for example, if you are diagnosed with a new condition, begin new medication, or experience a significant change in symptoms — please inform us before your next appointment.

You are responsible for following any home care advice, exercise programmes, or recommendations provided by your practitioner. While we understand that compliance is not always straightforward, following your practitioner’s guidance is an important part of your recovery.

If you have any concerns about your treatment, your progress, or any aspect of your experience at the clinic, please raise them with us as soon as possible. We would always prefer to address concerns directly and promptly.

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9. Minors and Patients Under 18

We welcome patients under the age of 18 at Equilibrium Sports and Spinal Clinic. However, patients under 18 must be accompanied by a parent or legal guardian at their initial appointment, and written consent from a parent or legal guardian is required before treatment can commence.

The accompanying parent or legal guardian is responsible for ensuring that accurate health information is provided on the patient’s behalf, and for making decisions regarding the patient’s care where required.

For ongoing appointments, we will discuss with the parent or guardian whether continued attendance at each appointment is required, taking into account the age and maturity of the patient and the nature of the treatment.

We maintain strict safeguarding practices in line with the professional obligations of our registered practitioners. Any concerns regarding the welfare of a minor patient will be managed in accordance with our professional and legal obligations.

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10. Limitation of Liability and Clinical Disclaimer

Osteopathic treatment, like all forms of manual therapy, carries inherent risks. These are generally low but may include temporary soreness or discomfort following treatment, localised bruising, dizziness, or, in rare cases, more significant reactions. Your practitioner will discuss the relevant risks with you as part of the informed consent process before treatment begins.

To the extent permitted by Australian Consumer Law under the Competition and Consumer Act 2010 (Cth), Equilibrium Sports and Spinal Clinic limits its liability to the re-supply of the relevant services, or the payment of the cost of having those services supplied again. Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot be excluded under Australian Consumer Law.

Equilibrium Sports and Spinal Clinic is not a substitute for emergency medical care or general medical practice. If you are experiencing a medical emergency, please call 000 immediately. Our services are not intended to replace the advice or treatment of your General Practitioner or other medical specialists, and we encourage all patients to maintain regular contact with their GP.

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11. Professional Standards and Regulation

All osteopaths at Equilibrium Sports and Spinal Clinic are registered practitioners under the Australian Health Practitioner Regulation Agency (AHPRA) and operate under the standards, guidelines, and code of conduct set by the Osteopathy Board of Australia.

AHPRA registration ensures that all practitioners hold appropriate qualifications, maintain ongoing professional development, carry professional indemnity insurance, and meet the standards required to practise safely and ethically in Australia.

You can verify the registration status of any practitioner at the AHPRA public register, available at www.ahpra.gov.au.

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12. Complaints Procedure

We take all feedback seriously and are committed to resolving any concerns promptly and fairly. If you are unhappy with any aspect of your care or experience at Equilibrium Sports and Spinal Clinic, please let us know as soon as possible.

Internal complaints process: In the first instance, please contact us directly by phone on 03 9822 1900 or by email at info@equilibriumsas.com.au. All complaints are handled by the clinic director. We will acknowledge your complaint within 3 business days and aim to provide a full response within 14 business days.

External escalation: If you are not satisfied with the outcome of our internal process, or if you feel your concern has not been addressed appropriately, you may escalate your complaint to:

• AHPRA (Australian Health Practitioner Regulation Agency): www.ahpra.gov.au | 1300 419 495 AHPRA investigates concerns about the professional conduct, health, or performance of registered health practitioners.

• Health Complaints Commissioner Victoria: www.hcc.vic.gov.au | 1300 582 113 The HCC handles complaints about health services provided in Victoria, including private clinics.

We encourage you to raise concerns with us first, as we genuinely want the opportunity to resolve issues directly wherever possible.

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13. Intellectual Property

All content on the Equilibrium Sports and Spinal Clinic website, including text, images, graphics, videos, and other materials, is owned by or licensed to Equilibrium Sports and Spinal Clinic and is protected by Australian copyright law.

You may not reproduce, copy, distribute, or use any content from our website or clinic materials for commercial purposes without our prior written permission. Content may be shared for personal, non-commercial purposes provided clear attribution is given.

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14. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes in our services, our practices, or applicable law. When we make material changes, we will update the Last Updated date at the bottom of this document and, where appropriate, notify existing patients by email.

Your continued use of our services or website following any update to these terms constitutes your acceptance of the revised terms. We encourage you to review this document periodically.

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15. Governing Law and Jurisdiction

These Terms of Service are governed by the laws of the State of Victoria, Australia, and the applicable provisions of Australian Consumer Law under the Competition and Consumer Act 2010 (Cth). Any disputes arising under these terms will be subject to the exclusive jurisdiction of the courts of Victoria.

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16. Contact Us

If you have any questions about these Terms of Service, or about any aspect of your care or experience with us, please get in touch.

Equilibrium Sports and Spinal Clinic 1/14 High Street, Glen Iris, Melbourne, Victoria Phone: 03 9822 1900 Email: info@equilibriumsas.com.au Website: www.equilibriumsas.com.au

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Last Updated: August 31 2026

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