The Pelvic Floor Physio Co - Service Agreement
ABN 24 368 418 588 | AHPRA Registration: PHY0002574730
Effective: May 2026
By proceeding with your appointment and paying your booking deposit, you confirm that you have read, understood, and agree to the terms set out below.
1. About our service
The Pelvic Floor Physio Co provides mobile women's health and pelvic floor physiotherapy, delivered by Kristina Vuruna at your nominated home address or via telehealth.
Services include pelvic floor assessment and rehabilitation, postnatal recovery, birth preparation, musculoskeletal physiotherapy, mastitis treatment, and related physiotherapy assessments and treatments as agreed between the practitioner and client.
All services are provided by a qualified physiotherapist registered with the Australian Health Practitioner Regulation Agency (AHPRA). The Practice does not provide medical diagnosis, emergency care, or services beyond the scope of physiotherapy.
2. Service area
Our standard service area covers the following suburbs within the Moonee Valley and Merri-bek council areas:
Moonee Valley: Aberfeldie, Airport West, Ascot Vale, Avondale Heights, Essendon, Essendon North, Essendon West, Flemington, Keilor East, Moonee Ponds, Niddrie, Strathmore, Strathmore Heights, Travancore
Merri-bek: Brunswick, Brunswick West, Coburg, Coburg North, Glenroy, Gowanbrae, Hadfield, Oak Park, Pascoe Vale, Pascoe Vale South
Excludes the following suburbs in the Merri-bek council: Brunswick East, Fawkner, Fitzroy North, Parkville, Tullamarine
If your home address falls outside this area, we may still be able to accommodate you with an additional travel fee. You will be notified of any additional fees before your appointment is confirmed.
3. Booking your appointment
Bookings are made through our online booking system. Bookings made via social media (e.g. Instagram direct messages), email or phone are not accepted.
If you contact us by email or phone to book, you will be directed to the online booking system to complete your booking and intake form.
Each appointment type includes a description of the scope and duration of the session. Appointment times are inclusive of equipment set-up and pack-down.
4. Fees and payment
Deposit: A deposit is required at the time of booking to secure your appointment. The deposit amount is displayed during the booking process and varies by appointment type. The deposit is non-refundable except as outlined in Section 5 below.
Remaining balance: The balance of your appointment fee is payable on the day of your appointment, at the conclusion of your session. Payment is processed via Stripe (credit card, debit card, Apple Pay, or Google Pay) through a secure payment link or QR code provided by the practitioner.
Late payment: If payment is not received on the day of your appointment, a reminder will be sent. If payment remains outstanding after 7 days, a $25 late payment fee will be added to the balance. Further non-payment may result in the matter being referred for collection.
Additional fees: Tolls or paid parking costs incurred to reach your appointment may be passed on to you. You will be notified of any additional charges before your appointment.
Private health insurance: You are responsible for claiming your own private health fund rebate. A paid invoice will be emailed to you after each appointment — you can use this to claim directly through your fund's app or website.
Medicare / Chronic Disease Management: If you hold a Chronic Disease Management (CDM) plan from your GP, please let us know at the time of booking. We process Medicare patient claims on your behalf through Tyro Health. Bulk billing is not available — you will be required to pay your full fee, and Medicare will rebate the scheduled amount (approximately $61.80) directly to your nominated bank account.
5. Cancellation and rescheduling
Cancelling or rescheduling with more than 24 hours' notice:
If you cancel or reschedule with at least 24 hours' notice before your scheduled appointment time, your deposit will be refunded in full or transferred to a new appointment date at your preference.
Cancelling within 24 hours of your appointment:
If you cancel within 24 hours of your scheduled appointment time, your deposit will be forfeited. This applies regardless of the reason for cancellation.
We understand that unexpected circumstances arise, particularly with young children. If you need to reschedule rather than cancel outright, please contact us as early as possible and we will do our best to accommodate you.
Rescheduling: Rescheduling is subject to availability. Deposits transferred to a rescheduled appointment will be held for a maximum of 3 months from the original booking date. After 3 months, the deposit is forfeited.
Cancellation by the practitioner: In the rare event that Kristina needs to cancel your appointment due to illness or emergency, you will be notified as soon as possible and offered the next available appointment. Any deposit paid will be refunded in full or transferred to the rescheduled date at your preference.
6. Non-attendance and access
If the practitioner arrives at your nominated address at the scheduled appointment time and is unable to gain access or make contact with you, the following process applies:
At 5 minutes: Kristina will call your nominated mobile number.
At 10 minutes: If there is still no response, a second call will be made.
No response: If you remain unreachable and access cannot be obtained, the appointment will be deemed forfeited. The practitioner will leave the premises.
Where an appointment is forfeited due to non-attendance, you will be issued an invoice for the full appointment fee. This invoice is payable within 7 days. Your deposit will be applied toward the balance.
7. Your responsibilities for home visits
To ensure a safe and effective appointment, you agree to:
- Provide a safe, clean, and private treatment space with clear floor area of at least 2m x 2m and adequate lighting, ready before the practitioner arrives
- Ensure access to a sink for hand hygiene
- Provide one bath towel (for your comfort during treatment) and one hand towel (for the treatment table)
- Ensure parking is available nearby — a driveway space or unrestricted street parking within a short walk
- Secure, restrain, or remove any pets from the treatment area for the duration of the visit
- Notify us promptly of any changes to your address, contact details, or health status relevant to your treatment
- Notify us of any safety concerns at the property, including family or domestic violence, that may affect the visit
- Complete the intake form provided at the time of booking
- Ensure that anyone present in the household during the appointment is aware of and comfortable with the visit taking place
8. Telehealth appointments
Telehealth appointments are conducted via Cliniko's secure video platform. All video calls are secured with end-to-end encryption and comply with the Australian Privacy Principles.
No app download or login is required — you will receive a video link in your booking confirmation and reminder emails. Simply click the link at your appointment time to connect.
For telehealth appointments, you are responsible for ensuring you have a private space, a device with a working camera and microphone, and a stable internet connection.
9. Privacy and confidentiality
The Practice collects personal and health information for the purpose of providing physiotherapy treatment.
We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Health Records Act 2001 (Vic). All information is stored securely in Cliniko, which meets or exceeds the requirements of Australian Privacy Principles, GDPR, PIPEDA, and HIPAA.
Your information will not be shared with third parties without your consent, except where:
- It is required by law
- It is necessary for your ongoing care (e.g. correspondence with your referring GP under a CDM plan)
- It is necessary to prevent or lessen a serious threat to your life, health, or safety
Clinical records are retained securely for a minimum of 7 years from the date of last entry, or until you turn 25 (whichever is later), in accordance with Victorian health records legislation.
You have the right to access your health records at any time by contacting us.
10. Informed consent and clinical matters
By proceeding with your appointment, you acknowledge and agree that:
- You will be informed of the nature, risks, benefits, and alternatives of any proposed assessment or treatment before it proceeds
- You provide consent to assessment and treatment as indicated at each appointment
- You may withdraw consent to any aspect of treatment at any time, without consequence
- Clinical outcomes are not guaranteed — physiotherapy aims to support your recovery and wellbeing, but results vary between individuals
- You consent to clinical communication with your referring practitioner (GP, obstetrician, or midwife) where clinically appropriate
- Where clinically indicated, Kristina may recommend an internal pelvic floor assessment. This is always optional, always explained fully beforehand, and always led by you. You may decline without any impact on your ongoing care
- You are welcome to have a support person present during any part of your appointment, including during intimate assessment. Please let us know at the time of booking if you would like a support person present
11. Professional conduct and right to decline service
The Practice reserves the right to decline or discontinue a session where the safety or wellbeing of the practitioner is at risk. This includes, but is not limited to, situations involving:
- Inappropriate, aggressive, or threatening behaviour toward the practitioner
- Unsafe or unsuitable home environments
- Undisclosed hazards or safety concerns
- Intoxication or substance use that impairs the client's capacity to participate safely in treatment
In such circumstances, the full appointment fee may still be charged.
The Practice also reserves the right to decline to commence an appointment if payment arrangements have not been confirmed prior to the session.
12. Liability and insurance
Kristina Vuruna holds Professional Indemnity Insurance, Public Liability Insurance, and Product Liability Insurance through the Australian Physiotherapy Association.
The Practice's liability is limited to the maximum extent permitted by Australian Consumer Law. It is your responsibility to understand and acknowledge the inherent risks of physiotherapy treatment as discussed with your practitioner.
13. Complaints and disputes
If you wish to raise a concern or make a complaint, you are encouraged to:
Contact us directly: Email info@thepelvicfloorphysioco.com.au. We take all feedback seriously and will respond within 5 business days.
External bodies: If you are not satisfied with our response, you are entitled to contact:
- AHPRA (Australian Health Practitioner Regulation Agency) — www.ahpra.gov.au or 1300 419 495
- Health Complaints Commissioner (Victoria) — www.hcc.vic.gov.au or 1300 582 113
14. Your agreement
By proceeding with your appointment booking and paying your deposit, you confirm that:
- You have read and understood this Service Agreement
- You agree to the cancellation, deposit, rescheduling, and non-attendance policies set out above
- You consent to the collection and use of your personal and health information as described in this agreement and in our Privacy Policy
- You are 18 years of age or older, or are booking on behalf of a client with the authority to do so
This agreement applies to all appointments booked with The Pelvic Floor Physio Co. You do not need to sign this document — by proceeding with your booking, you accept these terms.
Questions about this agreement?
Contact info@thepelvicfloorphysioco.com.au
The Pelvic Floor Physio Co | ABN 24 368 418 588 | AHPRA Registration: PHY0002574730