Privacy Policy

Familia Chiropractic
ABN: 36 702 372 970
Address: Suite 7, 515 Cowpasture Rd, 2171, NSW
Email: admin@familiachiropractic.com.au
Phone: 0433 133 599

For the purposes of this Privacy Policy, "we", "us" and "our" refer to Familia Chiropractic.

Depending on how you interact with us, we may collect personal information including:

General personal information

• Name

• Date of birth

• Contact details, including phone number and email address

• Address

• Emergency contact details

• Medicare or other identification information where relevant

• Payment and transaction information

• Appointment and booking information

Health information

As a chiropractic healthcare practice, we may collect health information that is reasonably necessary to provide care. This may include:

• Medical and health history

• Current symptoms and concerns

• Previous injuries and health conditions

• Medications and relevant treatments

• Information about your physical activity and lifestyle

• Assessment findings

• Clinical notes

• Treatment and care information

• Referrals, reports or information received from other healthcare providers where relevant

Health information is considered sensitive information under Australian privacy law and is handled with additional care

We may collect personal information directly from you when you:

• Book an appointment

• Complete a new patient or health history form

• Attend an appointment

• Contact us by phone, email or through our website

• Make a payment

• Communicate with us about your care

• Subscribe to receive marketing or other communications

We may also receive information from another healthcare provider or third party where you have authorised this or where permitted or required by law.

Our website may also collect certain technical information automatically, such as your IP address, browser type, device information and website activity through cookies, analytics and similar technologies.

We collect and hold personal information for purposes including:

• Providing chiropractic and related healthcare services

• Assessing your health and individual needs

• Planning and providing appropriate care

• Maintaining accurate clinical records

• Managing appointments and bookings

• Processing payments

• Communicating with you about your appointments and care

• Responding to enquiries

• Managing our business and administration

• Meeting legal, regulatory and professional obligations

• Improving our website, services and patient experience

• Sending marketing communications where you have consented or where otherwise permitted by law

We will only collect information that is reasonably necessary for these purposes.

The OAIC notes that health information should generally only be used or disclosed for the primary purpose for which it was collected, unless an exception applies.4. Why we collect your information

We collect and hold personal information for purposes including:

• Providing chiropractic and related healthcare services

• Assessing your health and individual needs

• Planning and providing appropriate care

• Maintaining accurate clinical records

• Managing appointments and bookings

• Processing payments

• Communicating with you about your appointments and care

• Responding to enquiries

• Managing our business and administration

• Meeting legal, regulatory and professional obligations

• Improving our website, services and patient experience

• Sending marketing communications where you have consented or where otherwise permitted by law

We will only collect information that is reasonably necessary for these purposes.

The OAIC notes that health information should generally only be used or disclosed for the primary purpose for which it was collected, unless an exception applies.

Your health information will primarily be used to provide and manage your healthcare.

We will not use or disclose your health information for direct marketing unless we have your consent or another lawful basis permits us to do so. The OAIC specifically notes that health information, including a patient's name and contact details, is subject to restrictions when used for direct marketing

Where reasonably necessary, we may disclose personal information to:

• Healthcare professionals involved in your care, where appropriate and permitted

• Referring practitioners or other healthcare providers

• Service providers who assist us with practice administration

• Our booking and practice-management software providers

• Payment processors

• IT, website and technology providers

• Professional advisers, such as accountants, lawyers or insurers

• Government agencies, regulators or other organisations where required or authorised by law

• Other persons where you have provided consent or where disclosure is otherwise permitted by law

We will only disclose information to third parties where reasonably necessary and in accordance with applicable privacy laws.

We use Cliniko to assist with appointment bookings, patient management and clinical record keeping.

When you use our online booking system, information you provide may be collected and processed through Cliniko's systems.

You can view Cliniko's privacy information on their website.

We may also use other third-party providers to operate our website, process payments, manage communications and analyse website performance.

Our website may use cookies and similar technologies to provide functionality, understand how visitors use our website and improve our marketing and website performance.

We may use services such as:

• Squarespace

• Google Analytics and/or Google Tag Manager

• Meta advertising and analytics technologies

• Other website, advertising or analytics providers we may use from time to time

These technologies may collect information such as your device type, browser, approximate location, pages visited, interactions with our website and how you arrived at our website.

We do not intentionally collect health information through advertising or analytics tools.

Where appropriate, you can manage or disable cookies through your browser settings.

We may use social media and online advertising platforms, including Meta (Facebook and Instagram), to promote Familia Chiropractic and understand the effectiveness of our advertising.

These platforms may collect information about interactions with our website or advertisements in accordance with their own privacy policies.

We do not intentionally provide patient clinical information or health records to advertising platforms.

If you interact with our social media pages or advertisements, the relevant social media platform may also collect information in accordance with its own privacy policy.

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Depending on the type of information, security measures may include:

• Secure practice-management systems

• Password protection and access controls

• Secure electronic systems

• Limiting access to information to people who need it for their role

• Appropriate physical security measures

• Regular review of our information-handling practices

No electronic system can be guaranteed to be completely secure. However, we take reasonable steps to protect the information we hold.

We retain personal and health information for as long as reasonably necessary to provide healthcare, meet our legal and professional obligations, resolve disputes and maintain appropriate clinical records.

Where information is no longer required, we will take reasonable steps to securely destroy or de-identify it, where permitted by law.

You generally have the right to request access to personal information we hold about you.

You may also request that we correct information if you believe it is inaccurate, incomplete, out of date or misleading.

To request access to or correction of your information, please contact:

Email: admin@familiachiropractic.com.au
Phone: 0433 133 599

We may need to verify your identity before providing access to personal information.

If you believe we have mishandled your personal information or breached the Australian Privacy Principles, please contact us first.

Privacy Officer:

Familia Chiropractic
Email: admin@familiachiropractic.com.au
Phone: 0433 133 599

We will acknowledge and investigate your complaint and aim to respond within a reasonable period.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner (OAIC)

The OAIC recommends that individuals generally raise privacy concerns with the organisation first before making a complaint to the OAIC.

We may update this Privacy Policy from time to time to reflect changes to our privacy practices, technology, services or legal obligations.

The updated version will be published on this website and will include the date it was last updated.

If you have any questions about this Privacy Policy or how Familia Chiropractic handles your personal information, please contact us:

Familia Chiropractic
Email: admin@familiachiropractic.com.au
Phone: 0433 133 599

Terms of Service — Familia Chiropractic

1. Introduction and Acceptance of Terms

Welcome to Familia Chiropractic. These Terms of Service ("Terms") set out the basis on which we provide chiropractic services to you. By booking an appointment, attending a consultation, or otherwise using our services, you agree to be bound by these Terms.

Please read them carefully. If you do not agree with any part of these Terms, please contact us before booking so we can discuss your concerns.

2. About Us

Familia Chiropractic is a chiropractic clinic operating as a Sole Trader in Australia.

• Business name: Familia Chiropractic

• Business structure: Sole Trader

• Address: Suite 7, 515 Cowpasture Road, Len Waters Estate, NSW 2171

• Phone: 0433 133 599

• Email: admin@familiachiropractic.com.au

• Website: www.familiachiropractic.com.au

We provide chiropractic assessment, diagnosis, and treatment services to patients of all ages, delivered by qualified and registered chiropractic practitioners.

3. Our Services

We offer chiropractic care, including clinical assessment, diagnosis, hands-on treatment, and ongoing management of musculoskeletal conditions. Every treatment plan is tailored to your individual presentation, history, and goals following a thorough assessment.

While our practitioners will use their professional skill and judgment to provide appropriate care, we do not and cannot guarantee any specific treatment outcome. Response to chiropractic care varies between individuals, and your practitioner will discuss realistic expectations with you as part of your treatment plan. All services are provided by practitioners who are appropriately qualified and registered in accordance with Australian regulatory requirements.

4. Booking and Appointments

Appointments can be booked through our online booking system, Cliniko, or by contacting us directly by phone or email. Once your appointment is booked, you will receive a confirmation, and we may also send you a reminder ahead of your appointment time.

You are responsible for arriving on time for your appointment. If you arrive significantly late, we may need to shorten your session or reschedule it to ensure other patients are not affected, and standard cancellation terms may apply.

On occasion, we may need to reschedule or cancel your appointment — for example, due to practitioner illness or unforeseen circumstances. Where this occurs, we will notify you as soon as reasonably possible and offer you the next available appointment or a full refund of any amount already paid for that appointment.

5. Cancellation and No-Show Policy

We understand that plans can change, but late cancellations and missed appointments affect our ability to offer that time to other patients. Our cancellation policy is as follows:

• We require a minimum of 4 hours' notice if you need to cancel or reschedule your appointment.

• If you cancel with less than 4 hours' notice, or do not attend your appointment ("no-show"), a $50 no-show fee will apply.

• The no-show fee will be charged to the payment method on file, or invoiced to you directly, and is payable before any future appointment is booked.

We understand that genuine emergencies do arise, and we will consider these on a case-by-case basis at our discretion.

6. Fees and Payment

Fees for our services will be advised to you prior to or at the time of your appointment. We accept payment via Stripe (online), in-clinic EFTPOS, cash, HICAPS, and Medicare (where a valid referral or eligibility applies).

We may offer upfront discounted treatment packages, which are paid in advance for a set number of sessions at a reduced rate. Where you purchase a package:

• Payment is generally required in full at the time of purchase, unless otherwise agreed with us in writing.

• Sessions within a package should be used within a reasonable timeframe, which we will confirm with you at the time of purchase.

• Package fees are generally non-refundable for sessions already used, though we will deal with any unused portion fairly and in line with your rights under the Australian Consumer Law.

Payment is due at the time services are provided, unless a package or other payment arrangement has been agreed. If an invoice remains unpaid, we may follow up directly with you and, if necessary, take reasonable steps to recover the amount owed.

7. Consent to Treatment

We will only provide treatment once you have given your informed consent. Informed consent means that your practitioner has explained the proposed treatment, its expected benefits, any material risks involved, and any reasonable alternatives, and you have had the opportunity to ask questions before agreeing to proceed.

You have the right to withdraw your consent to treatment at any time, including during a treatment session, without needing to give a reason. Your practitioner will document your consent as part of your clinical record in accordance with the standards expected of registered chiropractors in Australia.

8. Patient Responsibilities

To help us provide safe and effective care, you agree to:

• Provide accurate and complete information about your health history, current symptoms, and any medications or other treatments you are receiving.

• Tell us promptly about any changes in your health, medication, or circumstances that may be relevant to your treatment.

• Follow the advice, exercises, and home care recommendations given by your practitioner, to the extent you are willing and able to do so.

• Raise any concerns, discomfort, or questions about your treatment with your practitioner as soon as they arise.

9. Minors and Under-18 Patients

We provide chiropractic treatment to patients under the age of 18. Patients under 18 must be accompanied to their appointment by a parent or legal guardian, who must provide informed consent to treatment on the minor's behalf.

We will document this consent as part of the minor's clinical record, and we may ask additional questions of the parent or guardian regarding the minor's health history and any relevant safeguarding considerations. A parent or guardian may withdraw consent to a minor's treatment at any time.

10. Limitation of Liability and Clinical Disclaimer

Chiropractic treatment, like all forms of manual and clinical therapy, carries inherent risks. These risks will be explained to you as part of the informed consent process described in Section 7, and you should raise any questions about these risks with your practitioner before treatment begins.

To the maximum extent permitted by law, our liability for any loss or damage arising from our services is limited in accordance with the Australian Consumer Law. Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the guarantee that services will be provided with due care and skill.

Our services are not a substitute for emergency medical care. If you are experiencing a medical emergency, please call 000 or attend your nearest emergency department. Our services are also not a substitute for the care of your general practitioner or other treating medical specialists, and we may refer you to another provider where appropriate.

11. Professional Standards and Regulation

Our chiropractors are registered with the Chiropractic Board of Australia, operating under the Australian Health Practitioner Regulation Agency (AHPRA). All practitioners are required to, and do, practise in accordance with the professional standards, codes of conduct, and guidelines set by the Chiropractic Board of Australia.

12. Complaints Procedure

If you are ever unhappy with any aspect of your care or your experience at our clinic, we want to hear about it so we can put things right. You can raise a concern by speaking with your practitioner directly, or by contacting us using the details in Section 17. We will acknowledge your complaint promptly and aim to respond substantively within a reasonable timeframe, generally within 14 days.

If you are not satisfied with our response, or you would prefer to raise the matter with an external body, you may lodge a complaint with the Australian Health Practitioner Regulation Agency (AHPRA), which oversees the Chiropractic Board of Australia and handles complaints regarding registered chiropractic practitioners. Further information is available at www.ahpra.gov.au.

13. Intellectual Property

All content on our website and in our clinic materials — including text, logos, images, and educational resources — is owned by or licensed to Familia Chiropractic and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or use this content for commercial purposes without our prior written permission.

14. Website Use

Our website is provided for general informational purposes only and does not constitute medical advice. You should not rely on website content as a substitute for a proper clinical assessment. Our website may contain links to third-party websites; we are not responsible for the content, accuracy, or practices of those third-party sites.

15. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, policies, or legal obligations. Where we make material changes, we will update the "Last Updated" date below and, where appropriate, notify you directly or via a notice on our website. Your continued use of our services after any changes take effect will be treated as your acceptance of the updated Terms.

16. Governing Law and Jurisdiction

These Terms are governed by the laws of New South Wales, Australia, and the parties submit to the non-exclusive jurisdiction of the courts of New South Wales.

17. Contact Us

If you have any questions about these Terms, please contact us:

Familia Chiropractic Suite 7, 515 Cowpasture Road, Len Waters Estate, NSW 2171 Email: admin@familiachiropractic.com.au Phone: 0433 133 599 Website: www.familiachiropractic.com.au

18. Last Updated

[DATE]

Drafting Notes (for the clinic owner's review — remove before publishing)

• The contact phone number was provided as "433133599" (9 digits). This has been formatted as an Australian mobile number, "0433 133 599," assuming a leading 0 was omitted — please confirm and correct if needed.

• Postcode 2171 has been mapped to NSW, and the governing law / jurisdiction clause (Section 16) and regulatory references assume NSW as the relevant state. Please confirm this is correct for your clinic's actual location.

• The cancellation notice period and $50 fee were provided directly and used as given — you may wish to specify more precisely how the fee is collected (e.g., card on file, invoice, deducted from a package) once your payment processes are finalised.

• The package/upfront payment terms in Section 6 (refund treatment, usage timeframe) are reasonable assumptions based on common industry practice, since no specific terms were provided — please review and adjust to match your actual package policy.

• No additional disclaimers were provided, and none of a general nature beyond the standard clinical/emergency disclaimer have been added — consider whether you want more specific risk disclosures for chiropractic treatment.

• This document assumes a single-discipline (chiropractic-only) clinic. If you add other modalities (e.g., physiotherapy, massage) in future, Sections 3 and 11 will need to be updated to reference the relevant additional regulatory bodies.

• This Terms of Service has been drafted using Australian Consumer Law and AHPRA/Chiropractic Board of Australia requirements as the applicable framework. It has not been reviewed by a lawyer — please arrange a legal or compliance review before publishing.