1. About These Terms
These terms and clinic policies govern your relationship with Elevate Health Care (ABN: 13 632 674 246) when you attend our clinic or use our services. Please read them before your first appointment. By booking an appointment and attending the clinic, you agree to these terms.
These terms do not affect any rights you have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) that cannot be excluded by agreement.
2. Appointments & Bookings
Appointments can be made online via our booking system (Jane App), by phone, or in person. A confirmation email is sent automatically upon booking, including calendar links and options to reschedule.
Reminder notifications are sent by email and SMS approximately 48 hours before your scheduled appointment. It remains your responsibility to attend on time regardless of whether a reminder was received.
Please arrive a few minutes early for your first appointment to allow time to complete intake paperwork. Late arrival may result in a shortened appointment time; the full consultation fee still applies.
3. Cancellation & Late Reschedule Policy
We ask that you provide at least 24 hours' notice if you need to cancel or reschedule an appointment. This allows us to offer the time to another patient.
Cancellations or reschedule requests made within 24 hours of your scheduled appointment time will incur a late-schedule change fee of 50% of the scheduled consultation fee. This fee is not claimable through your health fund.
We understand that genuine emergencies arise. If you have an unavoidable circumstance, please contact us as soon as possible and we will do our best to accommodate you.
Repeated late cancellations or non-attendance may result in a requirement to pre-pay future appointments.
4. Payment
Payment is due in full on the day of your consultation.
Accepted payment methods
- EFTPOS (Visa, Mastercard, debit)
- HICAPS (on-the-spot health fund claims — see section 5)
- Cash
- Online payment via Jane App (where available)
We do not currently accept payment by cheque or bank transfer for standard consultations.
5. Health Fund Claims (HICAPS)
We are equipped with HICAPS for on-the-spot health fund claims. Please bring your physical or digital health fund card to your appointment. Claims can only be processed on the day of consultation — we are unable to process backdated claims.
If your card is unavailable, a full receipt will be provided so you can submit a manual claim directly with your insurer.
The amount covered by your health fund depends on your specific policy and annual limits. We recommend checking your cover before your appointment. Elevate Health Care takes no responsibility for the rebate amounts provided by your insurer.
6. Concession Pricing
Concession pricing is available to eligible patients. A valid concession card or pension card must be presented at the time of payment. We are unable to apply concession pricing retrospectively if a card was not presented on the day.
7. WorkCover & TAC
We do not currently accept WorkCover or TAC-funded appointments. If you have a work-related or transport accident injury, you are welcome to attend as a private patient and obtain receipts to submit to the relevant authority independently.
8. Consent to Treatment
Chiropractic and manual therapy involve hands-on assessment and treatment. Before treatment begins, your practitioner will explain the proposed approach, the likely benefits, and any material risks relevant to your presentation. You have the right to ask questions and to decline any aspect of treatment at any time.
By proceeding with treatment, you are providing your informed consent. Consent may be withdrawn at any point during your appointment.
For patients under 18 years of age, consent must be provided by a parent or legal guardian. A parent or guardian must be present at the initial consultation.
9. Your Responsibilities
- Provide accurate and complete health information, including current medications, medical history, and previous injuries or surgeries
- Inform your practitioner of any changes to your health between appointments
- Follow the clinical advice and home care guidance provided
- Advise us promptly if your condition changes unexpectedly following treatment
- Behave respectfully toward all clinic staff and other patients
Elevate Health Care reserves the right to decline to treat, or to discontinue treating, any patient who provides false or misleading health information, or who behaves in an abusive or threatening manner toward staff.
10. Clinical Records & Privacy
Your health information is collected and managed in accordance with our Privacy Policy, the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Health Records Act 2001 (Vic). Records are retained for a minimum of seven years from the date of last entry, or until age 25 for patients who were minors at the time of treatment.
11. Limitation of Liability
To the extent permitted by law, Elevate Health Care's liability for any loss or damage arising from the provision of services is limited to the cost of the services provided. Nothing in these terms excludes, restricts, or modifies any guarantee, condition, warranty, right, or remedy that cannot be excluded under the Australian Consumer Law.
We are not liable for any indirect, incidental, or consequential loss, including loss of income or earnings, arising from treatment or advice provided at the clinic.
12. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to have services provided with due care and skill, and that are fit for the purpose for which they are supplied. If a service is not provided with due care and skill, you are entitled to have the failure rectified or, if it cannot be rectified, to a refund of the amount paid for the service.
13. Changes to These Terms
We may update these terms from time to time. The current version will always be available on this page. Continued use of our services following any update constitutes acceptance of the revised terms.
14. Governing Law
These terms are governed by the laws of Victoria, Australia. Any dispute arising under these terms will be subject to the non-exclusive jurisdiction of the courts of Victoria.
15. Contact Us
For any questions about these terms or our clinic policies:
- Elevate Health Care
- Suite 30 (Level 1), 93 Wells Road, Chelsea Heights VIC 3196
- (03) 9787 0600