Terms and Conditions

Terms and Conditions 

TRANSLATING AND INTERPRETING SERVICE If you need assistance contacting us or require translation, please call the Translating and Interpreting Service (TIS) on 13 14 50.

Introduction

These Terms and Conditions apply to all services provided by Return 2 Pty Ltd (“we”, “us”, “our”) to you (“you”, “the client”, or “participant”).

Return 2 (“we”, “our”, “us”) terms & conditions highlight how we will work together, fairly, effectively, and safely. We are committed to delivering the highest standard of therapy services and will Involve you in the decision making process, work collaboratively with all relevant stakeholders, and only use your information for the purpose of your care.

By accessing our services, you agree to the following terms:

1. Scope of Services

At Return 2, we provide evidence-based allied health services that support individuals of all ages to regain function, independence, and confidence in their daily lives. Our multidisciplinary team partners with clients, families, and support networks to deliver personalised, goal-focused care across a wide range of environments including home, school, workplace, and community settings.

We provide allied health services including but not limited to physiotherapy, occupational therapy, exercise physiology, allied health assistance services, and related supports. The services you receive will be tailored to your needs and agreed upon in your Service Agreement, intake process, or initial appointment. 

We are proud to support communities across regional and rural New South Wales.

2. Appointments and Attendance

• Please arrive on time for your scheduled appointments.
• If you are late, your appointment may be shortened or rescheduled so it doesn’t impact the next scheduled client.
• All initial appointments must occur in private location such as our clinic, private room, or within your home.
• Subsequent appointments can occur at preferred locations (school, workplace, community locations) once care plan has been established.

3. Cancellations and No-Shows

Life happens all the time, we get it. We do however plan our appointment schedule weeks in advance due to practitioner availability, waitlist, and the communities need.  We kindly ask you to give us 2 clear business days notice for any cancellations.

• Cancellations made with less than 2 business days (48 hours) notice or missed appointments may incur a full fee, as per the NDIS Price Guide, other relevant pricing guides, or private billing agreement.
• Exceptions may apply in cases of emergency or illness.
• If we have to cancel due to staff sickness or other operational reasons we will apply the same notice period and help to reschedule your appointment.

4. Fees and Payments

We are transparent with all of our fees and costs and the majority of our services are in line with relevant governing bodies pricing schedules. Scheme specific (NDIS, SIRA, Medicare, DVA) pricing is readily available online. Private pricing arrangements (self-managed, full fee paying is available via our pricing schedule and will be explained during your intake process).

• Our prices are time based as we are a service based business. There may be other charges where relevant (equipment, travel, report writing, liaison services etc.) associated with your service but these will be outlined and discussed with you.
• Fees are based on the NDIS Price Guide or our private billing schedule, as applicable.
• Payment terms and funding source (e.g. NDIS, Medicare, private insurance, self-funding) will be outlined in your Service Agreement or during the intake process.
• There is significant operational costs when providing services to underserviced rural and regional locations. For our outreach mobile services we will on charge the travel minutes/hours and KMs (per practitioner/per client) e.g. if multiple clinician are travelling to the same appointment or there are multiple clients in the same location we will divide the costs equally.
• NDIS travel Pricing for travel is based in the modified monash model for geographical locations under the NDIS price guide To find out which geographical MM you fall under – https://www.modifiedmonashmodel.com.
• Travel will be charged at the specific hourly rate for that item. 
• Time Allocated for our Sessions: NDIS Initial Appointment: 1.5 hours, NDIS Subsequent Appointment: 1 hour, All Private/ MBS Appointments: 30 – 60mins (dependent on complexity), Travel time can range from 0.75 to 2 hours and is charged at the same hourly rate.

5. Invoicing

Invoices will be issued to you (self managed/private fee paying) or your plan/case manager. Invoices are due 7 days from the therapy session or invoice date, whichever comes later.

6. Confidentiality and Privacy

• We are committed to protecting your privacy in line with the Privacy Act 1988 (Cth) and applicable state legislation.
• Your information will only be shared with your consent or where legally required.
• Please refer to our Privacy Policy for more details.

7. Consent to Therapy, Assessment, Treatment

• You provide consent for us to deliver services that are safe, appropriate, and in line with best clinical practice and your requested needs/goals.
• You may withdraw consent or request changes to your service at any time.

8. Communication and Feedback

• We welcome feedback and complaints.
• Any concerns can be raised with our staff directly or in writing to operations@return2.com.au.
• Formal complaints will be managed in accordance with our Feedback & Complaints Policy.

9. Risks and Responsibilities

• You acknowledge that allied health treatment involves some risks, which will be explained to you before or during sessions.
• You agree to provide accurate health and personal information to support safe service delivery.
• You must inform us of any changes to your contact, health, or support needs.

10. Termination of Services

• You or we may choose to end services at any time with reasonable notice.
• Services may be suspended or terminated if there is a breach of these terms, safety concerns, or non-payment.

11. Changes to Terms

We may update these Terms and Conditions from time to time. The current version will always be available on request or via our website.

12. Governing Law

These terms are governed by the laws of the state or territory in which the services are delivered (e.g. New South Wales, Australia). Any disputes will be handled according to local law.

Contact Details

Business Name: Return 2 Pty LTD trading as Return 2

Phone: 0457 540 540

Email: hello@return2.com.au

Website: www.return2.com.au