Service Guarantee Terms & Conditions
The following terms apply to the Service Experience Guarantee offered by The Plantar Fascia Clinic. Please read them carefully before requesting a refund.
1. Overview
Our Service Experience Guarantee relates to your experience during your first appointment. It does not guarantee pain relief, recovery, healing or any other clinical outcome. Individual responses to physiotherapy vary.
2. The Three Guarantees
A Different Approach
If, after your first appointment, you do not believe our assessment and management approach was meaningfully different from options you have previously tried, you may request a refund of your first appointment fee.
Learn Something New
If you do not leave your first appointment feeling that you gained new information or a clearer understanding of your condition, you may request a refund of your first appointment fee.
Service Satisfaction
If you are dissatisfied with the service provided during your first appointment for any other reason, you may request a refund of your first appointment fee.
3. Eligibility
- The guarantee applies to your first appointment at The Plantar Fascia Clinic only.
- The guarantee may be used once per person. Subsequent appointments are not covered by this guarantee.
- You must have attended and completed the first appointment in full to be eligible.
- The guarantee applies to the appointment fee only. It does not apply to any products, books, online course access, or physical tools provided.
4. Refund Amount
The refund amount is equal to the fee paid for your first appointment. If a Medicare rebate or private health insurance rebate was claimed against the appointment, the refund will be the out-of-pocket amount you paid, and any rebate claimed may need to be reversed.
5. How to Request a Refund
- Refund requests must be made within seven (7) days of your first appointment.
- Requests must be submitted in writing by email or by speaking with our clinic team.
- Please include your name, appointment date, and the reason for your request.
- Approved refunds will be processed to the original payment method within a reasonable timeframe.
6. Exclusions
- The guarantee does not apply to follow-up or subsequent appointments.
- The guarantee does not cover the purchase of books, audiobooks, online course access, or physical tools.
- The guarantee does not guarantee a particular clinical outcome, including pain relief, recovery, or healing.
- The guarantee does not apply where an appointment was not attended or was cancelled outside of our cancellation policy.
7. Your Consumer Rights
This guarantee does not limit your rights under the Australian Consumer Law. Our goods and services come with guarantees that cannot be excluded under Australian law.
8. Changes to These Terms
We may update these terms from time to time. The terms that apply to your appointment are those in effect on the date of your first appointment.
These guarantees relate to your experience of the service and do not guarantee a particular treatment outcome. Individual outcomes vary.
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