Range Physio Terms and Conditions

Our Commitment to You

At Range Physio we pride ourselves on exceptional client experiences and quality clinical outcomes. Our commitment to you is based on more than just excellent clinical care and customer service, which should be expected. Range values your Human Rights. Our clients receive respectful care and are not discriminated against on the basis of age, gender, ethnicity, beliefs, sexual preference or health status.

You have the right to see the physiotherapist of your choice, obtain a second opinion and refuse a treatment. We value your opinion and are always striving to get better. Please contact our administration staff if you would like to provide feedback or make a complaint.

Your Commitment to Us

To achieve outstanding treatment results, we require an equal commitment from you. Take the time to read all our Terms and Conditions as clarity, communication and understanding will ensure that we’re always on the same page and achieving the best outcome possible.

Our professional recommendations are based on the information provided by you. an After an objective and expert physiotherapy examination, your specific goals are determined together by you and your physiotherapist. It is important to understand our Terms and Conditions and for you to acknowledge that ultimately, it is your responsibility to follow our advice and avoid situations that may aggravate your condition. We acknowledge a large number of variables can impact on the outcomes of any treatment program.

We are confident that if you follow our recommendations, and any further opinions subsequent to reviews that may occur periodically throughout the term of your treatment, then we can help you to achieve outstanding results.


  1. Cancellations

1.1 It is expected that if you cannot keep an appointment with us, that notice is given as soon as possible by calling the practice. A message can be left after hours.
1.2 If less than twenty four (24) hours notice is given, a $50 cancellation fee will apply.
1.3 This relates to all clients irrespective of their method of funding (i.e. Workers’ Compensation, Transport Accidents, etc). In the case of compensable clients who have been permitted to bulk bill their consultation fees, cancellations must be paid separately by themselves, and cannot be bulk billed.

  1. Late and Missed Appointments

2.1 If you arrive late to an appointment, but within your appointed time slot, we will make every effort to accommodate you, but you may receive a shorter consultation to not inconvenience other clients waiting.
2.2 If you either arrive after or entirely miss an appointment, you will be charged the cancellation fee. Late or missed appointments exclude others from receiving treatment and inconvenience both the physiotherapists and other clients waiting.

  1. Consent to Treatment

You hereby request and give consent to our therapists to perform all necessary examinations, manipulations, therapy, rehabilitation and medical diagnostic procedures in accordance with their professional training and understanding of your injury. You understand that during your treatment, care may be rendered by different therapists at Range Physio.

You understand that you have an opportunity to discuss with your therapist, the nature and purpose of your physiotherapy care before any treatment is rendered.

You acknowledge and accept the following:
3.1 The physical nature of physiotherapy and related treatments.
3.2 You have the right to see the physiotherapist of your choice, refuse intervention or seek a further opinion, and to provide feedback and make a complaint.
3.3 The adverse risks associated with treatment, including stiffness and soreness, soft tissue injury, neurological complications, cerebrovascular injuries, skin irritations, burns and other minor complications.
3.4 The probability of risk is lowered by screening procedures.
3.5 Other treatment options exist if the risk of physiotherapy is considered to be high, including medication, medical care, hospitalisation and surgery.
3.6 The risk of remaining untreated includes the formation of adhesions, scar tissue and other degenerative changes. These changes can further reduce skeletal mobility and induce chronic pain cycles. It is quite probable that delay of treatment will complicate the condition and make future rehabilitation more difficult.
3.7 Most clients receive our services without the need of a medical or other referral. However, in the event a referral from another practitioner has been given, it is highly recommended that such a referral is provided to the treating physiotherapist to assist in the continuity of care and our delivery of the most appropriate treatment for the client.

  1. Consent to Obtain and Release Information

4.1 To expedite the management of your injury or injury claim, you accept it may be necessary to communicate the details of your medical condition with treating practitioners, rehabilitation consultants, case managers and employers.
4.2 By signing these Terms and Conditions you give permission for representatives of Range Physio to exchange such information regarding injuries sustained and any significant past medical history, with those people deemed necessary by Range Physio.

  1. Accounts and Billing

5.1 Please refer to our most recent schedule of fees for an outline of the services we offer and their associated prices.
5.2 It is expected that all fees are paid in full at the time of consultation.
5.3 We accept cash, EFTPOS, credit cards and offer electronic health rebates (via Tyro) for your convenience. However, in the event of electronic network failure, full payment is still required on the day of consultation.
5.4 An administration fee will apply for every occasion a consultation fee is not paid on the day.
5.5 In the event of approval for a monthly account, at the end of each month, an itemised statement will be issued, with payment terms strictly 7 days net. Failure to render full payment within these terms will incur penalty fees as clearly stated on each account.
5.6 Payment of accounts can be done via the telephone or in person at the practice from which you received the service.
5.7 Health Insurance rebates (electronic or otherwise) can only be claimed after the service has been received. In the instance of purchasing treatment packages, rebates will only be available once the treatment service has been completed.
5.8 There is no refund available on the purchase of any personal or healthcare items if you change your mind. If the item has a major problem we can either refund or exchange the item for you. If the problem is not major, we will repair it for you within a reasonable timeframe. Please keep your proof of purchase.
5.9 Please understand that our strict billing methods allow equality of service to all clients, and serve to raise the already high standard of care we can offer you.

5.10 Those who feel they cannot comply with our strict billing methods, or wish to be given special consideration, please feel welcome to put your request in writing and address it to the Practice Director.
5.11 Our intention is not to exclude anyone from being able to access our physiotherapy services. We have never denied anyone the benefits of physiotherapy care because of their inability to pay our published fees. If financial hardship requires individual consideration, please put your request in writing to the Practice Director or speak to your treating clinician.

  1. Privacy Policy Summary Statement

6.1 This practice is committed to protecting your privacy and this information is generally only disclosed to other members of your medical team where necessary.
6.2 The personal and health information you provide during your consultation and subsequent treatment will be collected for the primary purpose of providing high quality health care.
6.3 Where required by law or if necessary for debt collection reasons, your personal information will be disclosed.
6.4 Range Physio uses SMS and/or email communication to keep you up to date with the status of your appointment.
6.5 From time to time we may send you information regarding happenings at our practice via a number of ways including: post, email, telephone call or SMS. Reasons we may contact you include:
• Appointment Reminders.
• Appointment Follow Ups.
• To administer accounts and process payments.
• To communicate with you regarding any issues affecting your treatment.
• Provide information on services and benefits available to Clients.
• To notify Clients of promotions and events.
• For research purposes, case conferences, in study groups and at seminars (please note in these instances, all personal information will be de-identified).
• Marketing and promotional material about new products, services or special offers.
• Periodic Newsletters.
• Practice Updates.
• To provide you with information about the current and future benefits of being a Range Physio client.
• Market research or surveys to improve our products and services.
6.6 Should you wish not to receive such communications or our convenient SMS appointment reminders, please advise the administration staff at your Range Physio practice or alternatively follow the ‘unsubscribe’ instructions provided in the communication.
6.7 You may gain access to information held about you by this Practice by putting your request in writing. Please mark for attention on all such correspondence to the “Practice Director”. Please note a fee may apply.
6.8 Your acceptance of these Terms and Conditions is considered consent to receive such communications as outlined above, however, you may opt out at any time. 

  1. Exclusion of Liability

7.1 The Practice Director and employees of this Practice shall not be liable for, nor shall they accept any responsibility for any injury, loss or damage howsoever sustained by any person or persons arising out of any of the treatments or procedures delivered in this Practice or in any way whatsoever that does not arise from any negligent act or omission of the Practice Director and employees.

  1. General Promotional Offers Terms and Conditions

These terms and conditions apply to all promotions run by Range Physio, its representatives and/or its practices. Unless specifically stated otherwise:
8.1 Offer not valid with any other offer
8.2 Offer is limited to one offer per person.
8.3 Any discounts are deducted from the standard pricing for the product or service.
8.4 Not redeemable for cash or products.
8.5 Pricing relating to any offer is valid only at the time of publication and is subject to change or termination without notice.
8.6 ‘New’ clients – means anyone that has never received services at the practice before.

   9. Returns Policy

If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer free returns within 30 days of purchase. You can return your product for store creditdifferent product, or a refund to the original payment method.

Please note the following exceptions to our return and refund policy:

  • Discounted items are final and cannot be returned or exchanged
  • Returned items must have tags still on and be returned in original packaging
  • Returned items must have no visible signs of wear or use

To initiate a return, please complete the following steps:

  1. Reply to your order confirmation email to request which products you would like to return
  2. Await a reply from our friendly administrationg team
  3. Return all items back to us in original condition


If you have any queries about these Terms and Conditions, please contact:

Range Physio

Attention: Management


Range.Northcote 18 High St, Northcote

Range.Preston 489 High St, Preston

Phone: Range Northcote: 03 9481 1626  Range Preston: 03 9038 8111
Email: northcote@range.physio, preston@range.physio 


Please note that Range Physio may change this policy from time to time by updating this page.  Please check this page regularly to ensure that you are comfortable with any changes.

This Policy is effective from October 2021.

Range Northcote

18 High Street Northcote
Victoria, 3070
(03) 9481 1626
See Northcote

Range Preston

489 High Street Preston
Victoria, 3072
(03) 9038 8111
See Preston