Visible Exercise Physiology – Terms & Conditions

Version: 3

Effective date: 09/10/2025

By using the services of Visible Exercise Physiology, you agree to these Terms & Conditions. If you are under 18 or do not have capacity to consent, your parent or legal guardian agrees on your behalf.

1. Services

  • Services are delivered via telehealth and in-person sessions (one day per week).

  • Services may include assessment, exercise support, education, and coaching for chronic and invisible conditions (e.g., hEDS, ME/CFS, POTS, EDS, chronic pain).

  • Services are supportive and educational only. We do not provide medical diagnosis, emergency care, or crisis intervention.

2. Risks

  • Participation in sessions carries inherent risks, including:

    • Symptom flare-ups, fatigue, or worsening conditions

    • Injury or emotional discomfort

    • Exposure to illness (for in-person sessions)

    • Technical or environmental issues (for telehealth sessions)

  • You accept these risks voluntarily.

3. Client Responsibilities

  • Notify your clinician of any pain, discomfort, or changes in health.

  • Follow instructions safely and within your abilities.

  • By participating, you agree not to hold the practitioner responsible for outcomes, provided the practitioner acts within professional scope, adheres to ESSA standards, and delivers care with reasonable skill and caution.

4. Fees & Payment

  • Payment is due on the day of your session via:

    • Phone (~15 minutes prior), or

    • Secure email link or invoice

    • Card details may be stored securely via Stripe

  • Late fees: $15 if unpaid same day; $30 if unpaid after 5 business days.

  • Using our services constitutes agreement to pay all fees.

5. Emergency Contact for Payment

  • Due to primarily telehealth services, traditional payment collection can be difficult.

  • If a payment is overdue after multiple attempts, we may contact your emergency contact to help resolve payment.

  • Only payment information is discussed; health information is never disclosed.

  • This practice is legal under Australian privacy law (APP 6.2).

  • All communications are professional, confidential, and respectful.

6. Cancellations & No-Shows

  • Provide at least 24 hours’ notice for cancellations or rescheduling.

  • Late cancellations (<24 hours) = 50% fee; no-shows = 100% fee.

  • Arrivals 15+ minutes late may be treated as a no-show.

  • Clients experiencing hardship are encouraged to communicate with us to discuss accommodations.

7. Respectful Behaviour

Clients must engage respectfully at all times (sessions, phone, email, messaging). Prohibited behaviour includes:

  1. Verbal abuse: shouting, swearing, insults, threats, intimidation, or demeaning language

  2. Aggressive behaviour: hostile tone, physical intimidation, refusal to respect boundaries

  3. Harassment: repeated unwanted comments, personal remarks, or intrusive questions

  4. Discrimination: offensive remarks or actions based on race, ethnicity, gender, sexuality, disability, religion, age, or other protected characteristics

  5. Inappropriate digital conduct: misuse of email, messaging, or video platforms to threaten, bully, or intimidate

Consequences:

  • Sessions may end immediately if prohibited behaviour occurs.

  • Full session fees remain payable.

  • Persistent or severe behaviour may result in termination of services and/or reporting to authorities.

8. Heidi AI Transcription

  • All sessions with clinicians may be transcribed using Heidi AI for clinical documentation and quality care.

  • The founder/primary clinician must use Heidi AI for all sessions.

  • Consent is obtained verbally in the first session. Ongoing use of services constitutes ongoing consent.

  • Clients who do not consent to Heidi AI transcription with the founder/primary clinician must see another clinician.

  • Transcripts are stored securely and privately and never shared outside your health record.

9. Privacy

  • All personal and health information is protected under Australian privacy laws and securely stored via Splose or associated secure systems.

  • Information is only shared with consent or where legally required.

10. Professional Standards & Referrals

  • Services are delivered within ESSA scope of practice.

  • Referral to other providers may occur if your needs fall outside this scope.

11. Emergencies

  • Telehealth and in-person services are not a replacement for emergency care.

  • In a medical or mental health emergency, call 000, attend the nearest emergency department, or contact your GP or crisis service (e.g., Lifeline 13 11 14).

12. Session Environment & Recording

  • Telehealth sessions: attend from a safe, private space.

  • In-person sessions: use designated clinic space.

  • Recording sessions without consent is strictly prohibited.

13. Communication

  • Clients may only contact the practice via email or secure messaging during business hours.

  • Phone calls may come from No Caller ID for appointments or payment matters.

  • Extended advice outside sessions may require a follow-up appointment.

14. Funding

  • Clients using NDIS or third-party funding remain responsible for any unpaid invoices if funding is declined or exhausted.

15. Limitation of Liability

  • Except where prohibited by law, Visible Exercise Physiology is not liable for any loss, injury, or damage arising from services.

  • Liability for death or personal injury caused by gross negligence is not excluded.

16. Force Majeure

  • We are not liable for delays or inability to provide services due to events beyond our control, including natural disasters, technical failures, or government restrictions.

17. Governing Law & Dispute Resolution

  • Disputes should first be resolved informally, then via mediation/arbitration before legal action.

  • Jurisdiction: Australian Capital Territory

18. Modifications

  • Terms may be updated at any time.

  • Continued use of services constitutes acceptance of updated terms.

19. Severability & Entire Agreement

  • Invalid provisions do not affect remaining Terms.

  • These Terms constitute the entire agreement regarding services.

20. Acceptance

By using Visible Exercise Physiology services, clients confirm they:

  1. Accept payment responsibilities

  2. Will engage respectfully

  3. Consent to Heidi AI transcription (verbal first session + ongoing use)

  4. Understand the emergency contact procedure for unpaid fees

  5. Accept risks associated with telehealth and in-person sessions