Telehealth Terms & Conditions

Enzi Physio – Telehealth Consultation Terms and Conditions

1. Payment and Booking

• Full payment ($119) is required at the time of booking your telehealth consultation.
• Appointments are confirmed only once payment has been received.
• Payments are processed securely through our online payment system.
• Prices are inclusive of GST.

2. Cancellations and Rescheduling

• Cancellations or rescheduling must be made at least 24 hours before the scheduled appointment.
• Appointments cancelled with less than 24 hours’ notice, or missed without notice, may incur a 100% cancellation fee (the full session fee will be forfeited).
• To reschedule, please contact our support team or use the booking link in your confirmation email.

3. Nature of Telehealth Physiotherapy

• Your session will be delivered via secure video conferencing (not audio-only).
• You must have a stable internet connection, camera, and adequate space for safe movement.
• The physiotherapist will provide clinical assessment, education, and exercise advice based on the information and movements observed via video.
• As with in-person care, outcomes depend on accurate reporting of symptoms and adherence to recommendations.

4. Limitations of Telehealth

• Telehealth physiotherapy is suitable for most musculoskeletal conditions but may not replace in-person assessment in all cases.
• If your physiotherapist determines that an in-person review or referral to another practitioner is clinically indicated, this will be discussed during your session.
• Enzi Physio accepts no liability for injury or aggravation arising from inaccurate self-reporting, unsafe exercise environment, or deviation from provided instructions.

5. Privacy and Confidentiality

• All telehealth consultations are conducted in accordance with the Privacy Act 1988 (Cth) and Australian Privacy Principles.
• No recording of video or audio is permitted by either party without express written consent.
• Your personal and health information will be securely stored in compliance with AHPRA and health data standards.

6. Private Health Fund Rebates

• Many Australian private health funds provide rebates for physiotherapy telehealth consultations under Extras cover.
• Enzi Physio will issue an itemised invoice including:
  • Provider name and number
  • AHPRA registration
  • ABN
  • Service description: “Physiotherapy – Telehealth (video)”
  • Item code 811 (initial) or 812 (subsequent)
• Rebates depend on your insurer and level of cover. Please confirm eligibility with your fund before your appointment.

7. Informed Consent for Telehealth

By proceeding with your booking, you acknowledge and consent to the following:

• You understand that your physiotherapist will deliver your consultation via telehealth video platform.
• You consent to physiotherapy assessment, education, and exercise prescription being provided remotely.
• You have disclosed any relevant medical conditions or changes in your health that may affect participation.
• You accept that telehealth has inherent limitations compared with in-person assessment and that outcomes cannot be guaranteed.

8. Emergency or Urgent Situations

• Telehealth consultations are not appropriate for emergencies.
• If you experience severe pain, sudden loss of function, numbness, dizziness, shortness of breath, or other acute symptoms, contact 000 or attend your nearest hospital emergency department.

9. Technology Requirements and Risks

• You are responsible for ensuring your device, software, and internet connection meet minimum requirements for video telehealth.
• Enzi Physio is not responsible for loss of connection, technical failure, or data transmission issues arising from your device or network.

10. Intellectual Property

• All exercise programs, video demonstrations, and written material provided by Enzi Physio remain the property of Enzi Physio.
• They are for your personal use only and must not be shared, reproduced, or distributed without written permission.

11. Governing Law

• These terms are governed by the laws of the State of Victoria, Australia.
• By booking and paying for a telehealth consultation, you agree to these Terms and Conditions.