Effective 25 September 2026. Published 11 September 2026. Until then, the version effective 11 September 2026 applies.
These terms apply when you book an appointment through pivotalmotion.physio, and are in addition to our Website Terms of Use and our Privacy Policy. By booking online you agree to them.
Bookings are with Pivotal Motion Physiotherapy Pty Ltd (ABN 21 155 577 834), 240 Enoggera Road, Newmarket QLD 4051. Phone (07) 3352 5116. Email admin@pivotalmotion.com.au.
1. In an emergency, do not book online
Online booking is not monitored around the clock and is not for urgent care. If you have a medical emergency, or a sudden or severe change in your condition, call 000 or go to your nearest emergency department. Please do not use online booking, email or website forms to tell us about an urgent problem.
2. What an online booking is, and what it is not
Booking online reserves a time with one of our practitioners. It is not clinical advice, it is not an assessment, and it does not mean we have decided that physiotherapy or any other service is right for you.
A practitioner and patient relationship begins only when a practitioner meets with you, takes your history, assesses you, and agrees a plan of care with you. Until then, nothing has been diagnosed and no treatment has been recommended.
Our practitioners are registered health practitioners and work within their scope of practice. If a practitioner assesses you and considers that our services are not right for your condition, they will tell you and help you find the right pathway.
3. We may need to change or decline a booking
We may decline, reschedule or reassign a booking where:
- the appointment type or practitioner you chose is not clinically suitable
- we need more information first, such as a claim number or a referral
- the practitioner becomes unavailable
- the booking was clearly made in error
If we change or cancel your appointment, we will contact you as soon as we can and offer you the next suitable time, at no cost to you.
4. The information you give us
Please give us complete and accurate information when you book: your name, date of birth, contact details, the reason for your visit, and any claim, referral or membership details. If what we hold is wrong, we may not be able to treat you safely or claim correctly on your behalf.
Tell us before your appointment if you are pregnant, have recently had surgery, or have any condition that may affect what treatment is safe for you. Tell us too if you need an interpreter, a support person or an accessibility adjustment.
If the appointment is for a person under 18, a parent or guardian may need to attend and give consent. If you book for someone else, you confirm that you have their permission to give us their details. Clause 12 sets this out in full.
5. Fees
We will tell you the fee before your appointment goes ahead, so that you can decide knowing the cost. Fees vary by appointment type and length, and by whether your care is privately funded or paid by a third party. If you would like to know the fee before you book, please phone us on (07) 3352 5116.
Payment is due at the time of your appointment, unless a funder is paying us directly under clause 6, or we tell you otherwise when you book.
6. Funded appointments: WorkCover Queensland, NDIS, DVA and private health funds
We provide services under WorkCover Queensland, the NDIS (we are a registered provider), DVA, and to members of private health funds. These appointments have extra requirements that must be in place before you attend:
- WorkCover Queensland. We need your claim number and confirmation that the claim is open and physiotherapy is approved. If your claim is not accepted, is closed, or the approved sessions have been used, we will tell you before your appointment goes ahead. We will then ask whether you would like to continue as a private patient, in which case the fee is yours to pay.
- NDIS. We need to know how your plan is managed (self managed, plan managed or agency managed), and a service agreement may be required before we can claim. Services must fit your plan goals and available funding.
- DVA. We need your DVA card details and a current referral where one is required.
- Private health funds. What you can claim, and any waiting periods or annual limits, are between you and your fund. We cannot confirm your level of cover, and any amount your fund does not pay remains payable by you.
If you are not sure which applies to you, please phone us on (07) 3352 5116 before booking online. The wrong appointment type can delay your care or affect your claim.
7. Payment and your card details
We accept payment at the practice through Tyro and Commonwealth Bank Smart Health, payment services provided by regulated financial institutions. We do not store your card details at the clinic. Card data is handled by those providers and their banking systems. It is not saved on our practice computers and it is not held on our website.
8. Changing or cancelling your appointment
Plans change, and we would always rather hear from you early so we can offer the time to someone else who needs it. Please contact us as soon as you can on (07) 3352 5116 or at admin@pivotalmotion.com.au.
If you tell us before the day of your appointment, there is no charge.
If you tell us on the day, or not at all, the following applies:
| What happens | Fee |
|---|---|
| You move your appointment to another time on the same day | 50% of the appointment fee |
| You cancel on the same day | The full appointment fee |
| You do not attend, and did not tell us | The full appointment fee |
We charge these because the time was set aside for you and, at that notice, we usually cannot offer it to another patient who is waiting. It is not a penalty and we would rather never charge it.
We use judgement, not a rule book. If you are unwell, have an emergency, or something genuinely outside your control gets in the way, please tell us and talk to us about it. We would much rather you stayed home when you are sick than came in to avoid a fee.
If your care is funded by WorkCover Queensland, the NDIS, DVA or a private health fund, please ask us how these fees apply to you. Funders have their own rules about cancellations and they do not all match the position above.
9. Arriving late
If you arrive late we will do our best to see you, but we may need to shorten your appointment so that later patients are not delayed. If too little time remains to treat you safely, we may need to rebook you. Either way we will tell you at the time what it means for your fee, so that you can decide knowing the cost.
10. Confirmations, reminders and messages
We will send you a booking confirmation and may send appointment reminders. These are messages about your appointment, not marketing. We will only send marketing or newsletter material if you have asked for it, and every marketing message will include a way to unsubscribe.
Email and text messages are convenient but not fully secure, so please keep clinical detail out of them, and tell us if your contact details change.
11. Telehealth appointments
Where telehealth is available and clinically appropriate, the same terms apply. Telehealth does not suit every condition, and your practitioner may recommend an in person appointment instead. You will need a private space, a reliable internet connection, and a device with a camera and microphone.
12. Minors and booking for others (authority and consent)
12.1 Booking for another person. If you access or use this website, submit an enquiry, or make (or request) an appointment or booking for another person (including through our online booking system), you represent and warrant that you have authority to do so and to accept the applicable terms on that person’s behalf.
12.2 Minors. If the appointment is for a person under 18 years of age, you represent and warrant that you are that person’s parent or legal guardian (or otherwise have lawful authority to act for them in relation to the booking and the provision of their information), and you will ensure that any required parent/guardian attendance and consent requirements are met.
12.3 Provision of personal information. Where you provide personal information (including health information) about another person, you represent and warrant that you have obtained all necessary consents for us to collect, use and disclose that information for the purposes described in our Privacy Policy and any collection notice provided at the point of collection.
12.4 Accuracy. You must ensure that any information you provide when booking for another person is complete, accurate and kept up to date.
12.5 No limitation of non-excludable rights. Nothing in this clause excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other applicable law which cannot lawfully be excluded, restricted or modified.
13. Privacy
We collect the information you give us at booking so that we can contact you, provide safe care, keep clinical records, and bill or claim on your behalf. We handle it under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and our appointment and clinical records are kept in our practice management system, PracSuite. Our Privacy Policy explains this in full.
14. Your rights under the Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that they will be provided with due care and skill and be reasonably fit for the purpose you told us about. Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. If any part of these terms would have that effect, it does not apply to that extent.
We do not promise or guarantee any particular clinical outcome or recovery time. Your practitioner will discuss what to expect, the risks, and the reasonable alternatives, so that you can make your own decision about your care.
15. If something goes wrong
If you are unhappy with a booking, an account, or any part of your care, please tell us on (07) 3352 5116 or at admin@pivotalmotion.com.au so we can put it right.
You can also contact the Office of the Health Ombudsman in Queensland at oho.qld.gov.au or on 133 646 at any time. In Queensland the Office of the Health Ombudsman is where health service complaints go, and it works with Ahpra on matters about a registered practitioner’s conduct.
If you are an NDIS participant, you can complain to the NDIS Quality and Safeguards Commission at any time, without coming to us first, at ndiscommission.gov.au.
For a privacy concern, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
16. General
These terms are governed by the laws of Queensland, Australia. We may update them from time to time, and the version published on this page when you make a booking is the version that applies to that booking.
