Clinic policies

The boring-but-important bits.

Quick reference for cancellations, clinical pilates classes, returns and how we look after your personal information. If anything's unclear, please ask reception, we'd rather over-explain than have you feel surprised later.

Cancellation Clinical pilates Returns & exchanges Privacy

01 / Cancellation policy

Cancellations and rescheduling.

At Forward Health your appointment time is held just for you, and we work hard to make sure your experience is smooth and supportive. To keep things fair to all of our patients and to manage the costs of running a small business, we ask for your understanding of the following:

24 hours' notice is required to cancel or reschedule any appointment.
Changes made within 24 hours attract a $50 cancellation fee.
For Clinical Pilates classes, a 100% cancellation fee applies for late cancellations or missed classes.
A $50 deposit is required for all initial massage and physiotherapy bookings.

Life happens, and we get that things come up. If you have any questions or concerns about this policy, please email management@fwdhealth.com.au. Helping us uphold this policy means we can keep delivering great care to everyone.

02 / Clinical pilates policy

Joining a Clinical Pilates class.

Before you start

All new clients are seen for a Pilates Prescreen Assessment ($135) before joining classes. This is where we work through any current or previous injuries, plus mobility, strength and balance considerations. You'll receive a complimentary pair of grip socks to wear in your classes.

Class payments

After your prescreen, you can book in for a single trial class ($45). To continue, a class package must be purchased. See our pricing page for the 3, 6, 12 and 24 class pack options.

Health fund claiming

Health fund rebates are available for all Clinical Pilates appointments and classes. Once you've completed a class package, we'll provide your invoices and payment-receipt statements so you can submit your rebate to your fund.

Cancellation and no-show policy

We have a strict 24-hour cancellation policy for all Clinical Pilates classes. An automated SMS reminder (with a cancellation link) is sent 48 hours before each class, and the link is valid up until the 24-hour cut-off.

Any cancellation less than 24 hours in advance is billed in full, or uses a class from your package. You can cancel by:

Calling or attending the clinic
Using the cancellation link in your appointment confirmation email
Using the cancellation link in the 48-hour SMS reminder

What to wear and bring

Please bring along:

Towel
Water bottle
Pilates grip socks (can be purchased at the clinic)

Comfortable activewear works best. For safety and hygiene, grip socks must be worn during classes.

03 / Returns & exchanges

Returns and exchanges policy.

We offer refunds or exchanges within 30 days of purchase for any product bought from Forward Health, provided the conditions below are met.

Eligible for a refund or exchange

Returned within 30 days of purchase
Unused / unworn, in the same condition as purchase
Returned with original packaging (tags still attached)
Proof of purchase (or the name the product was purchased under) is provided

Not covered

Change of mind
Items that have been used / worn, or are not in their original condition
Items returned without original packaging
Items where proof of purchase cannot be provided

Exempt goods

Gift cards are not eligible for a refund or exchange.

04 / Privacy policy

Privacy policy.

Last revised 20 December 2024.

Forward Health Group and its managed practice locations are committed to delivering excellent, individualised care to every patient, client and team member. To do that, we take the safety of your privacy seriously and collect, store, manage and disclose your personal information in accordance with the Australian Privacy Principles (APPs) and the Privacy Act 1988 (Cth).

This policy explains what information we collect, how and why we collect it, what we do with it, who we share it with, and your rights around accessing, correcting, requesting anonymous treatment, and making a complaint. Any updates will be published on this page. If you have any questions, please email hello@fwdhealth.com.au.

Your personal information will only be used for the purposes for which it was collected, and will only be shared in line with what's described in this policy.

What information we collect

We collect a range of personal information about existing and prospective patients, clients, team members and suppliers, which may include:

Name, date of birth, mailing and residential address, email, contact numbers
Family member or emergency contact details
Health fund details
Government identifiers (Medicare, DVA, NDIS, WorkCover or insurance claim number) for invoicing and billing
Health information: symptoms, relevant medical history (conditions, diagnoses, surgeries), reason for presenting, diagnosis and treatment provided
Specialist / surgeon letters and reports, imaging reports, prescriptions, your healthcare identifier
Occupation and employer details
Lifestyle and hobbies (relevant to your care)

How we collect and hold it

We typically collect personal information through:

You directly (intake forms, outcome measures, in-clinic, phone, online forms, feedback, reviews, competition entries, voicemails or texts)
Someone responsible for you (carer, parent, guardian)
Product purchases or in-clinic orders
Enquiries or complaints
Incoming caller ID
Government agencies (Medicare, Department of Veterans' Affairs) where legally permitted
Private health insurers (Allianz, RACQ, etc.)
Workers' compensation companies, solicitors and lawyers
Other medical professionals (GPs, allied health practitioners, specialists, surgeons)

Why we collect and use your information

Forward Health Group collects personal information so we can provide you with excellent, individualised health care and communicate with everyone involved in delivering that care. Examples include:

Administering and running the clinics
Billing and invoicing
Email and SMS appointment reminders, plus direct-marketing communications (clinic updates, promotions, fee changes)
Meeting our legislative and regulatory obligations
Communicating about our services (physio, pilates, remedial massage, etc.)
Following up on products you've ordered
Updating or confirming your personal details

When and why we share your information

We may use or share your personal information for the following reasons:

To meet legal obligations (mandatory reporting, responding to a court order or subpoena, audits, etc.)
To consult with other medical professionals involved in your care, including specialists and GPs at third-party practices
To communicate within a multidisciplinary treating team
To provide treatment-discharge information to insurers, employers or other medical professionals when required
To collect test results from imaging clinics or medical practices
To liaise with insurance companies and case managers
To correspond with your health fund or government agencies (Medicare, DVA)
To manage our accounts and administrative systems (invoicing, phone payments, follow-up on unpaid invoices)
To handle enquiries, complaints, orders and feedback
To develop and improve our website and social media
For direct marketing, plus email and SMS reminders
Reminding patients of upcoming appointments or letting you know about changes (phone, in-person, SMS or email)
Advising patients of practitioner availability
Alerting another professional or emergency-service personnel of a serious threat to the health and safety of a patient, employee or the public
Providing information to emergency services (such as police) where required
Contacting an emergency contact
Gathering information for an upcoming or existing legal proceeding

How we safeguard your information

We have rigorous security measures in place to keep your personal information protected, confidential, securely stored and destroyed correctly, in line with our legislative obligations and internal policies.

Every Forward Health Group team member is bound by the confidentiality terms in their employment contract from day one. Any prohibited disclosure of your personal information is treated as a serious breach and will trigger disciplinary or legal action.

We keep records accurate and current, and may contact you (in person, by phone, email or SMS) to confirm details. If anything about your contact details, name, address or other relevant information has changed, please call us on 0420 522 558 or email hello@fwdhealth.com.au and we'll update them.

Existing patients can request copies of their personal information, clinical notes, images and any reports sent to them or to a third-party organisation (such as a workers' compensation company) by contacting their physiotherapist directly.

We will only disclose your personal information in accordance with the Privacy Act 1988, specifically:

For the purposes set out in this policy
Where we have your verbal or written consent
Where we are required or permitted by law

Anonymous treatment

Where it is legal, ethical and clinically suitable, Forward Health Group respects your decision to receive treatment anonymously, or under an alias or pseudonym.

Privacy concerns and complaints

If you have any concerns about how Forward Health Group has handled, collected, stored or disclosed your information, please let us know in writing. We'll investigate the concern and respond in writing within 30 days.

If you're not satisfied with our response, you can escalate by submitting an official privacy complaint to the Office of the Information Commissioner Queensland via their Privacy Complaint form, available at www.oic.qld.gov.au.

Joe Vos & Stephanie Pyle

Clinical Directors

hello@fwdhealth.com.au

0420 522 558