Terms of Service

Effective Date: 20 February 2026

Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Patient," "you," or "your") and Metabolic Physio ("we," "us," or "our"), ABN 11 503 543 399, an AHPRA-registered physiotherapy practice (Registration: PHY0002271516).

By booking an appointment, attending a consultation, or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, please do not use our services.

These Terms should be read in conjunction with our Privacy Policy and Telehealth Informed Consent.

1. Our Services

Metabolic Physio provides telehealth physiotherapy services focused on metabolic health assessment and optimization. Our services include:

  • •The Metabolic Audit — 45-minute initial assessment with 50+ biomarker blood panel ($199)
  • •The Metabolic Blueprint — 60-minute comprehensive assessment with 50+ biomarker blood panel and DEXA body composition scan ($299)
  • •The Metabolic Deep Dive — 75-minute advanced assessment with 130+ biomarkers including Organic Acids Test ($549)
  • •Review & Refine Follow-up — 30-minute follow-up session ($140)
  • •Optimisation Membership — Monthly membership including follow-up consult and ongoing support ($199/month)

All consultations are delivered via secure video telehealth. We reserve the right to modify our service offerings and pricing at any time, with changes applying to future bookings only.

2. Medical Disclaimer

Important: Please Read Carefully

Metabolic Physio provides health optimisation and physiotherapy services. Our services are not a substitute for emergency medical care, diagnosis, or treatment by a Medical Practitioner. If you are experiencing a medical emergency, please call 000 or attend your nearest Emergency Department immediately.

2.1 Nature of Our Services

Metabolic Physio provides physiotherapy services focused on metabolic health assessment and optimisation. Our services are designed to:

  • •Support your body's natural physiological processes
  • •Identify metabolic factors that may be influencing your health
  • •Optimise cellular function and energy production
  • •Inform your physiotherapy management with objective data

2.2 What We Do NOT Do

In accordance with our scope of practice as AHPRA-registered physiotherapists, we:

  • •Do not diagnose medical conditions or diseases
  • •Do not prescribe pharmaceutical medications
  • •Do not claim to cure or guarantee outcomes for any condition
  • •Do not replace the care of your General Practitioner or Medical Specialist

2.3 Complementary Care

Our services are designed to complement, not replace, your existing medical care. We encourage you to maintain regular contact with your GP and inform them of any recommendations we provide. For any symptoms that are new, worsening, or concerning, please consult your Medical Practitioner first.

3. Appointments and Booking

3.1 Booking Confirmation

Appointments are confirmed upon receipt of payment or valid payment authorization. You will receive an email confirmation with your appointment details and any pre-consultation instructions. It is your responsibility to ensure you have completed any required pathology testing before your scheduled consultation.

3.2 Metabolic Deep Dive: 4-Week Lead Time Requirement

The Metabolic Deep Dive service requires booking at least one month (4 weeks) in advance of your preferred consultation date.

Reason: The Organic Acids Test (OAT) included in the Deep Dive requires approximately 3-4 weeks of laboratory processing time by NutriPath. This lead time ensures your results are available for analysis during your consultation.

If you book a Deep Dive consultation with insufficient lead time, we may need to reschedule your appointment to allow for OAT processing, or proceed with a partial review pending final results.

3.3 Punctuality

Please join your telehealth consultation at the scheduled time. If you are more than 10 minutes late, we reserve the right to treat the appointment as a no-show (see Section 4). The consultation will conclude at its originally scheduled end time, regardless of late arrival.

3.4 Technical Requirements

You are responsible for ensuring you have a stable internet connection, a device with a working camera and microphone, and a private, quiet environment for your consultation. Technical issues on your end that prevent the consultation from proceeding may be treated as a late cancellation.

4. Cancellation and No-Show Policy

Important: Please Read Carefully

We operate a strict cancellation policy to ensure fair access to appointments for all patients. Your appointment time is reserved exclusively for you, and late cancellations or no-shows prevent others from accessing care.

4.1 Cancellation Notice Period

If you need to cancel or reschedule your appointment, you must provide at least 24 hours' notice prior to your scheduled appointment time. Cancellations can be made by:

  • •Email: scott@metabolicphysio.com.au
  • •Online booking system (Cliniko)

4.2 Late Cancellation Fee

Cancellations made with less than 24 hours' notice will incur the full session fee:

  • •Metabolic Audit: $199
  • •Metabolic Blueprint: $299
  • •Metabolic Deep Dive: $549
  • •Review & Refine Follow-up: $140

4.3 No-Show Policy

If you fail to attend your scheduled appointment without prior notice ("no-show"), you will be charged the full session fee. A no-show is defined as:

  • •Failure to join the video consultation within 10 minutes of the scheduled start time
  • •Failure to respond to contact attempts during the appointment window

4.4 Medicare and Private Health Insurance

Cancellation fees and no-show fees are not covered by Medicare or Private Health Insurance. These fees are your personal responsibility and cannot be claimed as a rebate. Medicare rebates apply only to consultations that are actually attended.

5. Payment Terms

5.1 Payment Timing

Payment for services is due:

  • •At the time of booking, OR
  • •Immediately following the consultation, if pre-payment was not collected

Failure to pay for services may result in suspension of future bookings until the outstanding balance is settled.

5.2 Payment Methods

We accept payment via secure third-party payment processors, including:

  • •Credit and debit cards (Visa, Mastercard, American Express)
  • •Processed securely via Stripe and/or Tyro Health

Your payment information is handled directly by these third-party processors and is subject to their respective terms and security standards. We do not store your full credit card details on our systems.

5.3 Medicare Rebates

If you have a valid Enhanced Primary Care (EPC) or Chronic Disease Management (CDM) plan from your GP, you may be eligible for a Medicare rebate of $61.80 per session (Item 93000). We can submit claims on your behalf if you provide your Medicare details. Rebates are subject to Medicare eligibility requirements and are not guaranteed.

6. Third-Party Laboratory and Imaging Fees

Important: Pathology, functional testing, and DEXA imaging fees are separate from and additional to our consultation fees.

Our services may require you to complete testing through third-party laboratories and imaging providers:

  • •i-Screen — Blood chemistry panels (50+ biomarkers)
  • •NutriPath — Organic Acids Test (OAT) and other functional testing
  • •DEXA Imaging Partner — DEXA body composition scans including visceral adipose tissue (VAT), bone mineral density (BMD), and lean mass assessment

These fees are:

  • •A direct transaction between you and the laboratory
  • •Payable directly to the laboratory provider
  • •Subject to the laboratory's own terms and conditions

6.1 Laboratory Fees Are Non-Refundable

Laboratory orders (i-Screen and NutriPath referrals) are triggered manually within 24 hours of your booking. Once your pathology referral has been issued:

  • • The lab-fee portion of your service is non-refundable
  • • This applies regardless of whether you cancel your consultation
  • • This applies regardless of whether you complete the testing

Reason: Once referrals are issued, laboratory resources are allocated and fees become payable. We cannot reverse or refund laboratory fees after this point.

6.2 Limitation of Liability: Metabolic Physio is not responsible for, and accepts no liability in relation to:

  • • Laboratory processing delays or errors
  • • Technical issues with sample collection or analysis
  • • Disputes regarding laboratory fees or billing
  • • Changes to laboratory pricing or services

Any issues with laboratory testing should be directed to the laboratory provider.

7. Nutritional Recommendations Policy

About This Section: As part of your physiotherapy care, Metabolic Physio may provide nutritional recommendations for practitioner-grade supplements. These recommendations are based solely on the health history you have disclosed and your laboratory data at a specific point in time. Products can be accessed via the Vital.ly platform. The following terms apply to all nutritional recommendations made as part of your care.

7.1 Basis of Nutritional Recommendations

All nutritional recommendations provided by Metabolic Physio are:

  • •Based on the health history you have disclosed to your practitioner
  • •Informed by your laboratory data at a specific point in time
  • •Intended to support your physiotherapy management and metabolic health goals
  • •Not a substitute for medical advice, diagnosis, or treatment from a Medical Practitioner

The accuracy and appropriateness of any nutritional recommendation depends entirely on the completeness and accuracy of the information you provide. You are responsible for ensuring your disclosed health history is current and comprehensive.

7.2 Client Responsibility: Allergens & Ingredient Review

Critical Client Responsibility

You are solely responsible for reviewing the full ingredient list of any recommended product for personal allergens, sensitivities, or intolerances before purchase and before consumption.

While your practitioner will consider your disclosed allergies when making nutritional recommendations, product formulations may contain ingredients not discussed during consultation. You must:

  • •Review all ingredients listed on product labels or the Vital.ly platform before placing any order
  • •Check for personal allergens including but not limited to gluten, dairy, soy, nuts, shellfish, and eggs
  • •Notify your practitioner immediately if you discover an allergen in a recommended product
  • •Do not consume any product if you are uncertain about ingredient compatibility

7.3 Disclosure of Medications & Existing Supplements

You must disclose all current pharmaceutical medications, over-the-counter drugs, herbal remedies, and other supplements to your practitioner before any nutritional recommendation is provided. This disclosure is essential to identify potential contraindications and drug-nutrient interactions.

If your medication regimen changes at any point, you must inform your practitioner before continuing with or ordering any new recommended products.

7.4 Adverse Reactions Protocol

In the event of any adverse reaction to a recommended product:

  1. 1Cease the product immediately and do not resume until advised
  2. 2Contact the clinic at scott@metabolicphysio.com.au to report the reaction
  3. 3Seek immediate medical attention if symptoms are severe, including difficulty breathing, swelling, chest pain, or anaphylactic symptoms

For medical emergencies, call 000 (Australia) immediately.

7.5 Validity & Limitations of Recommendations

All nutritional recommendations are:

  • •Point-in-time guidance based on your health status and laboratory data at the time of consultation
  • •Personalised to you and must not be shared with or used by others
  • •Not intended for indefinite use without periodic clinical review

Clinical Review Requirement: Nutritional recommendations should be reviewed at follow-up consultations to assess your response and adjust guidance based on updated clinical status or new pathology results.

7.6 No Guarantee of Outcome

Nutritional recommendations are intended to support physiological function and address identified nutrient insufficiencies. They are not a substitute for medical treatment and do not treat, cure, or prevent any disease.

Individual results may vary based on numerous factors including adherence to recommendations, diet and lifestyle factors, pre-existing health conditions, individual biochemistry, and concurrent medications or treatments.

7.7 Financial Disclosure & Transparency

In accordance with ethical requirements for practitioners providing nutritional recommendations, you should be aware of the following:

  • •Professional Margin Disclosure: The practitioner receives a professional margin on products ordered through the Vital.ly platform. This is standard practice for practitioner-recommended supplements and supports the clinical assessment and ongoing support provided.
  • •Costs Not Included: The cost of any recommended products is separate from and additional to consultation fees. Purchases are a direct transaction between you and the Vital.ly platform.
  • •No Obligation to Purchase: Nutritional recommendations are clinical suggestions only. You are under no obligation to purchase any recommended products, and declining to do so will not affect the quality of your physiotherapy care.

8. Refund Policy

8.1 No Refunds for Completed Services

Refunds are not provided for consultations that have been completed. Once a telehealth session has taken place, the service has been delivered in full and no refund will be issued, regardless of satisfaction with the outcome.

8.2 No Refunds for Change of Mind

We do not provide refunds for "change of mind" after a consultation has been booked and confirmed. If you wish to cancel, please refer to our Cancellation Policy (Section 3).

8.3 Exceptions

Refunds may be considered at our sole discretion in the following circumstances:

  • •Cancellation made with more than 24 hours' notice (if pre-paid)
  • •Technical failure on our end that prevents the consultation from proceeding
  • •Cancellation by the practitioner due to unforeseen circumstances

8.4 Australian Consumer Law

Nothing in this refund policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law or other applicable consumer protection legislation that cannot be excluded by agreement.

9. Professional Conduct

9.1 Mutual Respect

We are committed to providing a respectful, professional, and safe environment for all interactions. We expect the same courtesy from our patients.

9.2 Unacceptable Behavior

The following behaviors are considered unacceptable and will not be tolerated:

  • • Verbal abuse, threats, or intimidation
  • • Aggressive, hostile, or offensive language
  • • Harassment or discrimination of any kind
  • • Inappropriate sexual comments or behavior
  • • Attending a consultation under the influence of drugs or alcohol
  • • Deliberate misrepresentation of information

9.3 Termination of Session

If a patient engages in any of the above behaviors during a consultation, the practitioner reserves the right to immediately terminate the session without warning. In such cases:

  • •No refund will be provided for the terminated session
  • •We may refuse to provide future services
  • •We may report serious incidents to relevant authorities if required

10. Intellectual Property

10.1 Ownership

All content, materials, and resources provided by Metabolic Physio, including but not limited to:

  • •The "Metabolic Blueprint" and personalized protocols
  • •Educational handouts and resources
  • •Assessment frameworks and methodologies
  • •Website content, logos, and branding

remain the intellectual property of Metabolic Physio and are protected by Australian copyright law.

10.2 Permitted Use

Materials provided to you as part of your care are licensed for your personal use only. You may:

  • • Use materials for your own health management
  • • Share materials with your treating healthcare providers

10.3 Prohibited Use

Without our express written permission, you may NOT:

  • •Reproduce, copy, or duplicate materials for distribution
  • •Sell, license, or commercialize any materials
  • •Publish materials online or in any public forum
  • •Modify or create derivative works from our materials
  • •Remove any copyright notices or branding

11. Limitation of Liability

11.1 Scope of Practice

Metabolic Physio provides physiotherapy services within the registered scope of practice for physiotherapists in Australia. We do not diagnose medical conditions, prescribe medications, or provide medical treatment. Our services are designed to complement, not replace, medical care from your GP or other medical practitioners.

11.2 No Guarantees

While we strive to provide the highest quality care, we cannot and do not guarantee any specific health outcomes. Individual results vary based on many factors including compliance with recommendations, individual physiology, and pre-existing conditions.

11.3 Liability Cap

To the maximum extent permitted by law, our total liability to you for any claims arising from or related to our services is limited to the amount you paid for the specific service giving rise to the claim. This limitation does not apply to liability that cannot be excluded under Australian Consumer Law.

12. Governing Law and Jurisdiction

These Terms of Service are governed by and construed in accordance with the laws of Queensland, Australia.

Any disputes arising from these Terms or our services will be subject to the exclusive jurisdiction of the courts of Queensland, Australia. However, this does not limit your rights to take action in your local court if permitted by law, or to seek resolution through the Office of the Health Ombudsman (Queensland) or equivalent body in your state/territory.

13. Amendments to These Terms

We reserve the right to modify these Terms of Service at any time. When we make changes:

  • •The updated Terms will be published on this page with a new Effective Date
  • •Material changes may be notified to you via email
  • •Continued use of our services after changes are published constitutes acceptance

We encourage you to review these Terms periodically to stay informed of any updates.

14. Contact Us

If you have any questions about these Terms of Service, please contact us:

Metabolic Physio

Email: scott@metabolicphysio.com.au

ABN: 11 503 543 399

AHPRA Registration: PHY0002271516

Metabolic Physio | ABN: 11 503 543 399 | AHPRA: PHY0002271516

These Terms of Service are governed by the laws of Queensland, Australia.

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