Terms of Service
Last updated: 19 October 2026At Hand Therapy Collective, we believe effective rehabilitation is built on clear communication, mutual understanding and a collaborative approach to care.
These Terms of Service outline what you can expect from us, what we ask of you throughout your rehabilitation, and the conditions relating to appointments, treatment and payments.
Our aim is to keep things straightforward and transparent so you feel informed, supported and confident in your care.
Our Commitment to You
We're committed to providing thoughtful, individualised care that considers your injury or condition, your circumstances and the activities that matter most to you.
You can expect us to:
Listen to your concerns, understand your goals and involve you in decisions about your care.
Provide a thorough assessment and explain our findings and recommendations clearly.
Recommend treatment based on current clinical evidence, professional judgement and your individual needs.
Discuss treatment options, potential risks, expected recovery and any associated costs.
Communicate openly about your progress and adjust your rehabilitation plan as your needs change.
Respect your privacy, preferences and right to make informed decisions about your treatment.
We recognise that every person and recovery journey is different. Our focus is on providing practical, considered care that helps you return to the activities that matter most to you.
Your Role in Rehabilitation
Successful rehabilitation is a collaborative process, and your involvement plays an important role.
To help us provide the most appropriate care, we ask that you:
Provide accurate and relevant information about your injury, medical history and symptoms.
Let us know about any changes to your condition or circumstances that may affect treatment.
Communicate your concerns, goals and preferences, and ask questions whenever something is unclear.
Follow agreed treatment recommendations, including exercises, splint use, precautions and activity modifications, where you're able to do so.
Attend scheduled appointments or provide adequate notice if you need to cancel or reschedule.
We understand that rehabilitation doesn't always go to plan. If you're finding any aspect of your treatment difficult, please let us know so we can work together to find a suitable approach.
Appointments & Bookings
Appointments are available by booking through our online booking system or by contacting the clinic.
New patients are asked to complete a digital intake form before their first appointment and provide any relevant referrals or medical documentation where available.
Please arrive on time to make the most of your allocated consultation.
If you arrive late, your appointment may need to be shortened to avoid affecting other patients. The full consultation fee may still apply where treatment proceeds.
If there is insufficient time to provide appropriate care, your appointment may need to be rescheduled.
Treatment & Informed Consent
Treatment recommendations are based on your individual assessment, clinical presentation and rehabilitation goals.
Before commencing treatment, we'll explain the proposed management, including relevant benefits, risks and alternatives, so you can make informed decisions about your care.
You are encouraged to ask questions and may decline or withdraw consent for treatment at any time.
Where appropriate, we may recommend further medical assessment or communicate with other healthcare professionals involved in your care, with your consent or as otherwise permitted by law.
Treatment Outcomes
While we aim to provide effective, evidence-informed rehabilitation, recovery can vary depending on the nature and severity of your condition, individual healing processes and other medical or personal factors.
We cannot guarantee a particular treatment outcome or recovery timeframe.
Your progress and treatment goals will be reviewed throughout your rehabilitation, with recommendations adjusted as appropriate.
Fees & Payment
Consultation fees are outlined on our Fees & Funding page.
Additional charges may apply for custom splints, casts, prefabricated orthoses and other therapeutic products. Where possible, these costs will be discussed before treatment or products are provided.
Payment is required on the day of your appointment unless an approved third-party funding arrangement has been confirmed.
Patients are responsible for applicable out-of-pocket expenses and any services or products not covered by their funding arrangements, with costs communicated before proceeding.
Cancellation & Non-Attendance Policy
We understand that plans can change and unexpected circumstances arise.
As appointment times are reserved specifically for you, we kindly request at least 24 hours' notice if you need to cancel or reschedule.
This allows us the opportunity to offer the appointment to another patient who may be waiting for treatment.
Cancellation Fees
24 hours or more notice: No cancellation fee applies.
Less than 24 hours' notice: A fee of 50% of the scheduled consultation fee may apply.
Non-attendance without notice: A fee of 50% of the scheduled consultation fee may apply.
These fees help account for consultation time that has been reserved and may be difficult to offer to another patient at short notice.
Unexpected Circumstances
We recognise that illness, emergencies and unforeseen circumstances can prevent you from attending.
If something outside your control arises, please contact us as soon as possible. We aim to approach these situations with understanding and fairness, and fees may be waived or adjusted following consideration of the individual circumstances.
Where we're able to fill your cancelled appointment with another patient, the cancellation fee will be waived.
Third-Party Funded Appointments
Cancellation and non-attendance fees cannot be claimed through Medicare or private health insurance.
For WorkCover Queensland, DVA and Bupa ADF Health Services patients, cancellation charges are subject to the relevant funding rules and agreements. Any permitted patient-payable charges will be communicated in advance.
Cancelling or Rescheduling
Please contact us by phone or email as soon as you know you cannot attend.
Phone: 0437 142 415
Email: admin@handtherapycollective.com.au
Cancellation notice is calculated from your scheduled appointment time. Emails and voicemail messages received outside business hours will be recognised according to the time they were received.
Respectful Communication & Behaviour
Hand Therapy Collective is committed to maintaining a welcoming, safe and respectful environment.
We ask that all patients, visitors and healthcare professionals treat one another with courtesy and respect.
Abusive, threatening, discriminatory or inappropriate behaviour will not be tolerated.
Where behaviour compromises the safety or wellbeing of others, we may need to discontinue an appointment or reconsider ongoing care, while taking appropriate steps to support continuity of treatment where necessary.
We welcome questions, concerns and constructive feedback and encourage open communication.
Privacy & Confidentiality
Your privacy and the confidentiality of your health information are important to us.
Personal and health information is collected, used, stored and disclosed in accordance with applicable privacy laws and our Privacy Policy.
Information may be shared with other healthcare providers, funding bodies or relevant parties where you have provided consent or where otherwise required or permitted by law.
Clinical photographs may be taken where appropriate for assessment or monitoring progress, with your consent. Any use of identifiable patient information, photographs or testimonials for promotional purposes requires separate, explicit consent.
Changes to These Terms
These Terms of Service may be reviewed and updated periodically to reflect changes to our services, processes or applicable requirements.
The current version will be available on our website. Any changes affecting existing appointments will be communicated where appropriate.
Nothing in these terms limits your rights under Australian Consumer Law or other applicable legislation.
Questions or Concerns?
If you have any questions about these terms, your treatment or your appointment, please don't hesitate to get in touch.
We're always happy to clarify information or discuss any concerns.
Hand Therapy Collective
Phone: 0437 142 415