Terms of Service.

By using our service, users agree to abide by these Terms of Service and acknowledge their understanding of the provided guidelines.

Patient Responsibility: Patients are responsible for providing accurate and up-to-date medical history and information during consultations.

Confidentiality: All medical information shared during consultations is strictly confidential and protected by privacy regulations. Our platform employs advanced security measures including two-factor authentication and data encyption to safeguard patient privacy.

Limitations of Online Services: While health services have been shown to be able to be delivered safely and effectively in a telehealth format, patients acknowledge that online consultations have inherent limitations in capacity for physical assessment and hands-on treatment. Patients must also ensure a stable internet connection and suitable environment for online appointments.

Zero Tolerance Policy: We understand that living with health issues and accessing care can be frustrating at times. However, everyone deserves the right to be safe and comfortable in their workplace, and as such, we have a zero tolerance policy when it comes to disrespect or abuse directed towards our administration or clinical staff. Aggressive or rude behaviour may result in a ban from our practice.

Payments & Refunds: Patients are ultimately responsible for payment of all services provided. Patients agree to the secure storage of card details through Stripe, which will be used to automatically process payment after each scheduled session (excluding those funded by a third party). Refunds for pre-paid packages will be considered based on individual circumstances, and refunded on a pro-rata basis (based on any sessions already redeemed) less any payment fees. Refunds for services already delivered are generally not available. As with any health service, clinical outcomes are never guaranteed: as a result, we do not provide refunds based purely on clinical outcomes. Refunds will only be considered where there is clear evidence that we have failed to deliver a service as advertised & no other options exist to appropriately remedy the situation. Information about our fees and billing processes can be found here

Rebates & Claims: Patients who have sessions funded under the NDIS, Workers Compensation, CTP, Medicare or DVA are still personally responsible for any unpaid accounts. Patients should confirm their eligibility for any private health/medicare rebates or third party funded sessions prior to attending any sessions, as Vive is not responsible for and will not provide refunds/waived fees for any unsuccessful or unpaid claims.

Late Cancellation/Non-Attendance: We reserve the right to charge a full appointment fee in cases of late cancellations and non-attendances - see our full policy here

Emergency Contact: We ask that all patients provide us with details of an emergency contact. In rare occasions, if we are concerned about your wellbeing and unable to reach you directly, we may reach out to your emergency contact. In these situations we will not disclose any confidential medical information with them, we will simply ask whether they know where you are and whether you are ok.

Modification of Terms: Vive reserves the right to update or modify these Terms of Service at any time. Users will be notified of any changes, and continued use of our service constitutes acceptance of the revised terms.

For any questions or concerns relating to these Terms of Service, users can contact us at hello@vivepainrehab.com.au or call (02) 5925 5736