Terms and Conditions
Effective Date: 22 July 2025
Scope & Governing Rules
These terms apply to all services, appointments, promotions, giveaways, prize draws, and gift card offers supplied by Quay Health (ABN: 57 621 132 241). Each specific campaign may include additional rules, but these site-wide terms serve as the legal baseline. Promotions may be games of chance or skill and must comply with applicable Australian state or territory trade promotion requirements
By booking a service and appointment at Quay Health, you agree to the following terms and conditions:
1. General
- Services are provided by qualified and registered practitioners.
- Health records will be maintained to ensure high-quality care.
- Patients must disclose accurate and relevant medical history for effective treatment.
2. Payments
- Full payment is required at the time of consultation unless prior arrangements have been made.
- Accepted payment methods include Private health rebates, Medicare EPC claims, EFTPOS, and credit card.
- For Work Cover claims, payment can be made direct into bank account displayed on invoice.
- All private health insurance claims are the responsibility of the patient.
- Some remedial massage practitioners are not recognised by all private health funds. Current provider limitations include:- Clint Stowers – covered by all
– Masae Yamazaki – covered by all except HCF
– Fabiana Pelucio – covered by all
– Magdalena Stachowiak – covered by all except HCF
– Vincent Vurchio – covered by all except HCF
3. Cancellation Policy and Card Authorisations
By providing payment details and confirming your booking, you authorise Quay Health to securely store your card details and process charges in accordance with our Cancellation Policy
Where a cancellation occurs with less than the required notice, or where a patient fails to attend their appointment, Quay Health reserves the right to charge the applicable fee to the card provided at the time of booking without requiring further authorisation at the time of processing the charge.
All card details are stored securely through our booking and payment provider and are handled in accordance with applicable privacy and security standards.
4. Late Arrival
- Late arrivals may result in a reduced consultation time, while the full fee will still apply.
5. Refunds
- Refunds for services will only be provided in cases of clinic error or exceptional circumstances, as assessed by management.
6. Health and Safety
- Patients must follow practitioner advice to ensure safe and effective treatment.
- Quay Health reserves the right to refuse service if safety concerns arise.
7. AI-Assisted Recordings
- AI-assisted recordings may be used during consultations for note-taking purposes.
- Recordings are securely stored for 24 hours and permanently deleted once transcribed.
- Patients may opt out by notifying their practitioner before the appointment.
8. Changes to Policies
Quay Health reserves the right to update these policies as needed. Changes will be communicated via our website or directly to patients where applicable.
Prizes, Competitions & Giveaways
- General Conditions
- All offers and promotions are subject to availability and may be withdrawn or amended at any time at our sole discretion.
- Promotions cannot be used in conjunction with any other offer unless otherwise stated.
- Services are subject to practitioner availability and suitability based on clinical assessment.
- All services must be booked in advance and are subject to Quay Health’s Cancellation Policy
- We reserve the right to refuse service if misuse, abuse, or suspicious activity is detected.
- Eligibility
- Open only to legal residents of Australia, aged 18+, unless otherwise stated
- Employees, directors, agents of Quay Health and their immediate family members are not eligible to participate
- Promotions are void where prohibited or restricted by law.
- Entry & Participation
- Entry criteria (e.g. form completion, tagging, purchase, or skill‑based response) will be clearly outlined for each promotion
- Entries must be received by the specified closing date and time. Late or duplicate entries may be disqualified.
- Entrants warrant that all information submitted is accurate and complies with the specified entry instructions
- Winner Selection & Notification
- Winners will be selected either at random or based on the judging criteria outlined in each promotion.
- Winners will be notified via email, phone, or social media within the specified timeframe.
- Quay Health will take reasonable steps to contact winners using the details provided at entry.
- Prizes must be claimed within the timeframe stated for the promotion. Failure to claim may result in disqualification and selection of an alternate winner.
- All decisions made by Quay Health are final and no correspondence will be entered into.
- Prize Conditions
- Prizes are non-transferable, non-exchangeable, and not redeemable for cash unless expressly stated otherwise.
- Quay Health reserves the right to substitute a prize of equal or greater value if the original prize becomes unavailable.
- Winners are responsible for any taxes, duties or additional costs associated with acceptance or use of a prize.
- An misuse, damage, or loss of a prize after delivery or collection is the responsibility of the winner
- Gift Card & Voucher Terms
- Validity: Gift vouchers are valid for a minimum of 3 years from the date of issue, in compliance with the Australian Consumer Law
- Redemption: Vouchers cannot be redeemed for cash, reloaded, or exchanged for other vouchers.
- Loss or theft: Lost or stolen vouchers will not be replaced unless the original proof of purchase is provided, and the voucher has not been redeemed.
- Unused credit: Remaining balances cannot be exchanged for cash. However, if any restrictions on the use of this gift certificate were not disclosed at the time of purchase, you may be entitled to a refund in accordance with Australian Consumer Law.
- Liability & Intellectual Property
- Except where prohibited by law, Quay Health excludes liability for:
- Technical malfunctions, equipment failures, or system errors.
- Late, lost, misdirected, or incomplete entries or any communication failures.
- Personal injury, damage, or indirect loss arising from participation in promotions or the redemption of prizes.
By entering a promotion, participants grant Quay Health the right to use their name and entry (if applicable) for promotional and publicity purposes without further compensation, unless otherwise required by law.
- Privacy & Data Use
- Personal information collected during a promotion will be used solely for the purpose of administering the promotion and for related marketing activities, such as email newsletters, unless you opt out.
- Participants may unsubscribe or opt out of marketing communications at any time.
- Personal data will be handled in accordance with Quay Health’s Privacy Policy and will not be sold or shared with third parties, except where necessary to administer the promotion or as required by law.
- Promotional Liability
- All entries become the property of Quay Health upon submission.
- Quay Health reserves the right to amend, suspend, or cancel any promotion if fraud, technical failures, or other factors beyond its control compromise the integrity or proper functioning of the promotion.
- Office of the Australian Information Commissioner (OAIC) – www.oaic.gov.au
- NSW Privacy Commissioner – www.ipc.nsw.gov.au
- Compliance & Governing Law
- These terms are governed by Australian Consumer Law and applicable state or territory competition regulations.
- Any disputes will be governed by the laws of New South Wales and the parties submit to the exclusive jurisdiction of the courts of that state.
- This offer provides 25% off initial Physiotherapy and Osteopathy consultations.
- Each client may redeem this offer once for each eligible service.
- This offer cannot be used in conjunction with any other promotion, offer, or gift card.
- Bookings made are subject to Quay Health’s Cancellation Policy.
Referral Scheme 2026
- This offer provides $40 off initial Physiotherapy and Osteopathy consultations for new clients and $40 off for the referrer.
- Valid for appointments booked and attended at Quay Health’s Sydney CBD and Bondi Junction locations.
- Excludes Remedial Massage services
- This offer cannot be used in conjunction with any other promotion, offer, or gift card.
- Bookings made are subject to Quay Health’s Cancellation Policy.
