Visible Exercise Physiology - Terms and Conditions
Version: 6
Effective Date: 12/10/2026
Owner/Operator: Jemima Minto trading as Visible Exercise Physiology (ABN: 69923572023)
Terms and Conditions
By accessing our website, booking an appointment, or using our services, you agree to be bound by these Terms and Conditions. If you are under 18 years of age or do not have the capacity to consent, your parent or legal guardian agrees to these terms on your behalf.
1. Services
Visible Exercise Physiology provides exercise physiology services via telehealth and in-person consultations (including clinic-based sessions and home visits in select suburbs across designated regions, including Melbourne, Perth and the Australian Capital Territory).
Sessions may include assessment, exercise support, education and coaching for people with chronic and invisible conditions (including hEDS/HSD, fibromyalgia, POTS/dysautonomia, MCAS, ME/CFS, autoimmune conditions, chronic pain and more). Services are supportive and educational only; we do not provide medical diagnosis or emergency care.
2. Risks
Participation carries inherent risks, including symptom flare-ups, fatigue, physical injury, or technical issues. By participating, you acknowledge these risks, provided your clinician acts within their professional scope and ESSA standards.
3. Client Responsibilities
You agree to inform your clinician of any health changes or discomfort and follow safety instructions. Outcomes cannot be guaranteed and the practitioner is not responsible for outcomes when care is delivered within professional standards.
4. Fees, Travel and Payment
Payment is due on the day of your session via phone, secure email link, or consultation payment.
To secure your appointments and streamline our billing process, Visible Exercise Physiology requires a valid credit or debit card to be held securely on file via our practice management software, Splose (powered by Stripe). Your full card details are encrypted and securely tokenised; they are never stored on local devices or visible to staff.
Important Card on File Policy: Your card on file will not be charged automatically. Any charges to your card will be processed manually by Visible Exercise Physiology staff either during your consultation or via a phone call with you.
Travel Fees and Access Requirements
Travel Charges: Travel for home visits will be calculated and agreed upon prior to booking, in accordance with applicable fee schedules (including NDIS travel billing rules where relevant).
Access Details: You must provide clear property access details (including gate codes, apartment intercom numbers, or specific entry instructions) prior to the clinician's arrival.
Funding Workflows
Medicare & Private Health Insurance: Payments and rebates are primarily processed via Tyro Health Online. Your card on file will only be charged manually if your specific private health fund does not support online claiming through Tyro Health Online. In this scenario, we will charge the card on file and email you the paid invoice to claim manually.
NDIS (Plan-Managed & Self-Managed): Invoices (including applicable travel charges) will be sent directly to your Plan Manager or self-managed portal as standard practice, with payment due within 7 days of the appointment. Your card on file will not be charged for these services unless your NDIS funds have been exhausted, a claim is denied by the NDIA, or the invoice remains unpaid after 7 days, leaving an outstanding balance on your account.
Cancellation & No-Show Fees: If you incur a fee due to a late cancellation or missed appointment (see Section 6), we will contact you to manually process this payment using your card on file.
Late Fees & Recovery
Late Fee ($15): If unpaid within three days.
Late Fee ($30): If unpaid after five business days.
Outstanding balances may be referred to a third-party debt recovery service. All processes comply with Australian Consumer Law.
5. Emergency Contact for Payment
If payment remains overdue after multiple attempts, your nominated emergency contact may be reached to assist with payment resolution only. No clinical or health information will be shared, in compliance with APP 6.2.
6. Cancellations and No-Shows
A Note on Why Our Cancellation Policy Exists
We know that navigating unpredictable health flare-ups, executive dysfunction and fatigue is incredibly difficult. We want to be completely transparent: this policy is never a punishment or a judgment on you or your health.
As a specialised practice, our clinicians invest significant time outside of sessions preparing for your specific care, as well as scheduling travel time and routes for home visits. If an appointment is missed without notice, we still have to pay our clinicians for their dedicated time and keep our clinic’s lights on. Because we cannot absorb these operational costs as a small business, this policy is simply the structural boundary required to keep Visible Exercise Physiology open and sustainable for the community we serve. We deeply appreciate your mutual respect for our team’s livelihood.
Because we need to ensure the financial sustainability of our service, we require at least 24 hours' notice to cancel or reschedule an appointment.
Less than 24 hours' notice: You will be charged 100% of the session fee. This fee will be processed manually using your card on file or invoiced directly.
Home Visit Late Cancellations & En-Route Cancellations: If a home visit is cancelled with less than 24 hours' notice, or while the clinician is en route or at your doorstep, 100% of the session fee plus any agreed travel fees will apply.
Late Arrival & Access Delays:
Telehealth: Arriving 15+ minutes late will be treated as a no-show. The session will be cancelled and the full fee will apply.
Home Visits: If the clinician arrives at your property at the scheduled time and cannot gain entry or establish contact within 15 minutes, the appointment will be treated as a No-Show, and 100% of the session fee plus applicable travel charges will apply.
Whilst we do have this policy, in extenuating circumstances payment resulting from this policy may be waived at the discretion of Visible Exercise Physiology staff.
7. Home Visit Environment, Safety, and Equipment Policy
To ensure a safe, suitable, and productive environment for both you and our clinician during home visits, you agree to the following guidelines:
Safe & Suitable Space: Provide a clean, smoke-free, vape-free, hazard-free and well-lit space for the consultation. You are responsible for ensuring an adequate physical space (free of tripping hazards, sharp edges, or loose rugs) suitable for exercise activities prior to the clinician’s arrival.
Property Wear & Tear Disclaimer: While our clinicians exercise all standard care and professionalism, Visible Exercise Physiology is not liable for minor wear and tear, accidental damage, or superficial marks to personal property, home furnishings, or flooring arising from standard exercise physiology assessment, equipment use, or physical support.
Clinician Footwear & OHS Compliance: For Occupational Health & Safety (OHS) compliance, practitioner stability, and manual handling safety, clinicians are required to wear supportive footwear at all times and cannot remove shoes during home visits. Where appropriate and safe to do so, protective shoe covers or dedicated clean indoor footwear may be used.
Pet Management: All pets (including dogs, cats, or other domestic animals) must be safely secured in a separate room or area for the entire duration of the home visit, unless explicitly agreed upon with your clinician prior to the session.
Presence of Household Members & Chaperones:
You must inform us prior to the session if other adults, family members, or visitors will be present in the home during the consultation.
For Clients Under 18 or Under Guardianship: A parent, legal guardian, or authorised adult chaperone must remain inside the residence for the entire duration of the home visit.
Contagious Illness Disclosure: You must notify your clinician as soon as possible if you or anyone in your household exhibits symptoms of a contagious illness (e.g., COVID-19, influenza, gastroenteritis, respiratory virus). We reserve the right to convert the home visit to a telehealth session or reschedule the appointment.
Clinician Discretion & Safety Termination: Our clinicians reserve the right to leave or terminate a home visit immediately if they feel unsafe, encounter unmanaged hazards, experience harassment, or face severe behavioural distress. In such circumstances, the full session fee (plus travel) will apply.
8. Respectful Behaviour
We enforce zero tolerance for verbal abuse, physical threats, harassment, discrimination, or inappropriate behaviour. Violations may result in immediate session termination (full fees apply) or discharge from the service.
9. Splose AI Transcription
Sessions may be transcribed using Splose AI for clinical documentation and quality of care.
The founder and primary clinician utilises Splose AI integration for all sessions.
Consent is obtained verbally at the first session; continued use of services constitutes ongoing consent.
Splose AI is an integrated feature of our practice management system; transcripts are encrypted, securely stored within your health record, and never shared externally.
Clients who do not consent to Splose AI transcription may be offered sessions with another clinician where available.
10. Privacy
All personal and health information is handled in accordance with Australian Privacy Laws (including the Privacy Act 1988 and the Australian Privacy Principles) and securely stored via Splose. Information is only shared with your consent or where legally required.
11. Professional Standards and Referrals
Services are delivered within the ESSA (Exercise & Sports Science Australia) scope of practice. If your needs fall outside this scope, you will be referred to an appropriate professional.
12. Emergencies & Medical Interventions
We do not provide crisis or emergency services. In a mental health emergency, call 000 or contact Lifeline on 13 11 14.
Home Visit Medical Emergencies: In the event of an acute medical emergency or sudden severe medical downturn during a home visit, the clinician will immediately contact Emergency Services (000) and notify your nominated emergency contact. Our clinicians provide supportive care within their professional ESSA scope and standard first aid capabilities, but cannot provide acute hospital-level emergency medical intervention.
13. Session Environment and Recording
Telehealth sessions must occur in a private environment. Recording sessions (telehealth or home visits) without prior written consent is strictly prohibited.
14. Communication
Contact must occur via email or secure messaging during business hours. Extended advice outside scheduled sessions may require booking a follow-up appointment.
15. Funding Responsibility
Clients using NDIS, private health, or third-party funding are personally responsible for all fees, late penalties, or travel expenses if funding is declined, delayed, or exhausted.
16. Limitation of Liability
Visible Exercise Physiology is not liable for loss, injury, or property damage arising from services except where liability cannot be excluded by law (e.g., gross negligence).
17. Governing Law
The governing law and jurisdiction is the Australian Capital Territory (ACT).
Client Acknowledgment and Agreement
By moving forward with your booking, submitting your intake form, or utilising Visible Exercise Physiology services, you acknowledge and agree that you:
Have read, understood and accepted these Terms and Conditions in full.
Understand the risks associated with telehealth and home visit sessions and agree to participate under these conditions.
Agree to adhere to the Home Visit Environment & Safety Policy, including pet containment, smoke-free environment rules, OHS footwear compliance, property access requirements, and adult supervision rules for minors.
Authorise Visible Exercise Physiology to securely store your credit or debit card details on file via Splose and understand that these will only be charged manually in accordance with your specific funding workflow, travel expenses, or cancellation policy.
Accept personal responsibility for the payment of all fees, travel charges, late penalties, or outstanding balances if third-party or NDIS funding is delayed or declined.
Consent to the use of Splose AI transcription during your sessions for secure, encrypted clinical documentation purposes.
Understand the emergency contact procedure regarding outstanding, overdue fees.
Acknowledge that our services are supportive and educational and are not a substitute for emergency medical care.