Privacy Statement
At Hug Pelvic Physiotherapy, your privacy is our priority. We are committed to protecting your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
What We Collect
To provide safe and personalised pelvic health physiotherapy services, we may collect personal and health information including:
Name and contact details
Date of birth
Medical history and health concerns
Referral and appointment details
Medicare and/or private health insurance information (if applicable)
This information is not collected directly through this general website platform. Appointment bookings and clinical intake information are collected securely through our practice management system, Nookal.
Prior to your appointment, you will receive secure intake forms via Snapforms, a secure Australian-based digital form platform integrated with Nookal. Snapforms uses encrypted data transmission and secure cloud-based systems to help protect your personal information during form completion and transfer. This system is designed to minimise handwritten paperwork on the day of your appointment and allows information you provide to securely transfer directly into your patient file within our practice management software.
How Your Information Is Used
We use your information to:
Assess, treat, and manage your pelvic health condition
Deliver in-person and Telehealth physiotherapy services
Communicate with you about your care (e.g. appointment reminders, reports)
Liaise with other healthcare providers (with your consent)
Manage billing, rebates, and clinical records
How We Store Your Information
All client information is securely stored using Nookal, a secure, industry-standard practice management platform. Nookal uses encryption, password protection, and secure cloud-based storage to safeguard your data. Access is restricted to authorised staff only.
Telehealth Services
If you choose to access services via Telehealth, your consultations will be conducted using secure, encrypted, subscription-based platforms such as Zoom or Coviu. These platforms comply with privacy and security standards to help protect your confidentiality during online sessions.
Sharing Your Information
We will never share your personal information without your consent unless:
Required by law
There is a serious threat to your health or safety, or to public safety
Access and Correction
You have the right to access and request correction of your personal or health information at any time. Please contact us if you would like to view or update your records.
Questions or Concerns
If you have any questions about how your information is handled, or if you would like a copy of our full privacy policy, please contact us:
Terms & Conditions
Appointments
At Hug Pelvic Physiotherapy, we value your time and are committed to providing quality, individualised care. Appointments are available in-person and via Telehealth. You agree to provide accurate and complete information relevant to your care during all appointments.
Fees & Payment
Payment is required on the day of your appointment via EFTPOS or bank transfer.
You may be eligible for a private health insurance rebate depending on your level of cover. We can provide in-clinic processing of rebate with your physical private health card of card in your phone wallet. We can also provide an invoice for claiming online or at your health fund branch.
Medicare rebates may be available with a valid CDM (EPC) referral from your GP.
Pricing for services is displayed on our website or will be confirmed upon booking.
For insurance claims: if liability is denied or placed in dispute by the insurer, you will remain personally responsible for payment of all accounts.
In the event that your account remains outstanding longer than 45 days, you will be responsible for any collection fees incurred.
Cancellation & Rescheduling Policy
We understand that life happens, but to ensure fair access to appointments:
24 hours’ notice is required for cancellations or rescheduling.
Cancellations with less than 24 hours’ notice may incur a cancellation fee of 50% of the appointment cost.
Non-attendance (“no-show”) without notice will incur a 50% fee of the appointment cost..
Late cancellations and no-shows limit our ability to offer appointments to others in need of care. Thank you for your understanding.
Telehealth Appointments
Telehealth consultations are conducted using secure and confidential platforms such as Zoom or Coviu.
You are responsible for ensuring a suitable internet connection and private environment for Telehealth sessions.
If technical issues prevent the session from proceeding, we will attempt to reschedule or offer alternative options where possible.
Health & Safety
Please do not attend in-person appointments if you are unwell with contagious symptoms (fever, sore throat, vomiting, diarrhoea, etc.).
If you are unwell, we are happy to switch your appointment to Telehealth where appropriate.
Consent
By booking an appointment, you consent to:
Treatment provided by a physiotherapist
The collection and use of your personal and health information in accordance with this Privacy Statement
Communication regarding your appointments, care, and relevant clinic administration
Website Use, Limitation of Liability & General Terms
General Information Only
The content provided on this website, social media platforms, blogs, downloadable resources, and educational materials is intended for general information and educational purposes only. It is not a substitute for personalised medical, physiotherapy, or healthcare advice, diagnosis, or treatment. You should always seek advice from a qualified healthcare professional regarding your individual circumstances before relying on website content.
Use of this website or communication with Hug Pelvic Physiotherapy does not establish a practitioner–patient relationship unless you have formally attended and consented to treatment.
Limitation of Liability
To the maximum extent permitted by law, Hug Pelvic Physiotherapy, its directors, employees, contractors, and affiliates will not be liable for any indirect, incidental, consequential, or special loss or damage arising from:
Use of, or inability to use, this website
Reliance on information provided on this website or social media platforms
Technical interruptions, viruses, or website unavailability
Third-party links, products, or external websites
While we make reasonable efforts to ensure information is accurate and up to date, we make no guarantees regarding completeness, reliability, or suitability of website content for any individual purpose.
Third-Party Links & Products
This website may contain links to third-party websites, products, or services. These are provided for convenience and educational purposes only. Hug Pelvic Physiotherapy does not endorse or accept responsibility for the content, privacy practices, or accuracy of external sites or third-party services.
Intellectual Property
All website content, branding, logos, educational resources, images, and written material are the intellectual property of Hug Pelvic Physiotherapy unless otherwise stated. Content may not be copied, reproduced, distributed, or used for commercial purposes without prior written permission.
Governing Law
These Terms & Conditions are governed by the laws of Western Australia, Australia. By using this website and services, you agree to submit to the exclusive jurisdiction of the courts of Western Australia.
Updates to Terms & Conditions
Hug Pelvic Physiotherapy reserves the right to update or modify these Terms & Conditions and Privacy Statement at any time without prior notice. Updated versions will be published on our website.