Physio Pilates New Plymouth Terms and Conditions 

General Terms 

Physio Pilates New Plymouth provides a professional and safe environment for Physiotherapy and Reformer Pilates. We maintain a strict policy against discrimination, harassment, or any behaviour that creates a hostile environment for staff or clients. Any breach of this policy may result in the immediate suspension or termination of services. Any issues with discrimination, harassment or safety need to be immediately brought to our attention.  

While we endeavour to deliver all scheduled classes and appointments as advertised, we reserve the right to modify, reschedule, or cancel sessions and instructors without prior notice. 

To ensure the safety and efficiency of our services, clients must: 

• Arrive at least 5 minutes prior to their scheduled session.  

• Please keep your belongings with you or nearby you, and out of walkways to reduce trips/falls hazards. Please leave any wet/muddied clothing outside. Prams, walking aids are welcome in the clinic, but need to be kept out of walk way areas.  

• Refrain from attending sessions if experiencing illness or symptoms of infectious conditions. We reserves the right to refuse service and request that an unwell client leave the premises. 

• Notify us via email in the event of illness or inability to attend. Please read our Cancellation Policy below.  

• If you are waitlist for a service and a space becomes available, the client will be notified via email or phone. You will need to accept this request before you are enrolled in that spot.  

• Understand that a minimum of two participants is required for all Classes. In the event of cancellation, you will be notified and the session will be credited back to your account. 

• Ensure that all bookings and payments are made through our official website or the Physio Pilates NP App. 

• Acknowledge that session credits and bookings are non-transferable and cannot be shared with another individual. 

Physio Pilates New Plymouth is not responsible for the safekeeping of personal belongings. We reserve the right to refuse entry or service at our discretion. For safety reasons, we may direct clients to alternative class types or refuse participation where deemed unsafe for the individual.  

Clients bear full responsibility for ensuring they are medically fit to participate in any class or treatment. Physio Pilates New Plymouth assumes no liability for injury, illness, loss, or damage arising from participation. By booking a session with us, the client expressly acknowledges and accepts these terms. 

Cancellation Policy 

Cancellations are the responsibility of the client and adequate notification must be made. 

• Cancellations made at least 12 hours prior to the scheduled session will not incur a penalty. Classes cancelled prior to this time will be credited back to your account.  

• Clients who cancel with less than 12 hours notice or fail to attend will forfeit their class fee. Physiotherapy Cancellations made with less than 12 hours’ notice will incur a fee of $28. 

Pricing and Payments 

• All prices are quoted in New Zealand Dollars (NZD) and are subject to change without prior notice. 

• We reserves the right to adjust pricing in response to cost fluctuations and service enhancements. 

• All purchases are final. Refunds, transfers, suspensions, or extensions are not permitted except in cases of sudden injury or illness, verified by a medical certificate. 

• Declined Pilates payments may incur penalty fees determined by our payment processor, Stripe. Any disputes must be addressed directly with Stripe. 

PHYSIOTHERAPY  

1. Introduction  

We are committed to providing high-quality physiotherapy services. These Terms and Conditions outline your rights and responsibilities when receiving treatment with us. By booking and attending sessions, you agree to the following terms. 

2. Our Services We offer a range of Physiotherapy services, including assessment, treatment, rehabilitation, and injury prevention. All treatments are carried out by qualified physiotherapists who adhere to the professional standards and ethical guidelines set by the New Zealand Physiotherapy Board. 

3. Your Responsibilities To ensure the best possible outcomes from your treatment, we ask that you: 

• Provide accurate and complete medical history, including any pre-existing conditions, illnesses, medications, or concerns. 

• Follow your physiotherapist’s recommended treatment plan and complete any prescribed exercises. 

• Inform your physiotherapist immediately if you experience any pain, discomfort, or adverse reactions during or after treatment. 

4. Understanding Risks While Physiotherapy is generally safe and beneficial, it is important to be aware that: 

• Results vary from person to person, and no specific outcome can be guaranteed. 

• Some treatments may cause mild discomfort, soreness, or bruising, which is a normal response. 

• There is a small risk of aggravating pre-existing conditions, allergic reactions to treatment products, or unexpected complications. 

Acupuncture Safety Policy 

To ensure safe acupuncture practices within physiotherapy, all practitioners must have completed required training. We only use single-use, sterile needles and follow strict hygiene protocols. A thorough client health assessment and informed consent are required before treatment. Consent for treatment needs to be obtained and checks for contraindications in place prior to treatment. Needles should be inserted carefully, monitoring for comfort and adjusting as needed.  

Contraindications for Acupuncture 
Acupuncture should not be administered to clients with: 

• Pregnancy (unless specifically indicated and performed by a trained practitioner). 

• Active bleeding or clotting disorders. 

• Severe heart conditions, unless cleared by a physician. 

• While undergoing Cancer treatment 

• Uncontrolled diabetes or other serious systemic illnesses. 

• Infection, open wounds, or skin conditions in the treatment area. 

• Allergy to acupuncture needles or materials. 

• Recent surgeries without surgeon approval. 

5. Consent to Treatment 

• By attending physiotherapy sessions, you consent to assessment and treatment as recommended by your physiotherapist. 

• You have the right to withdraw your consent at any time. 

6. Physiotherapy Appointment and Cancellation Policy 

• If you need to cancel, at least 12 hours’ notice is required via email or phone. 

• Cancellations made with less than 12 hours’ notice will incur a fee of $28. 

• Cancellations can be made via email to admin@physiopilatesnp.co.nz or call 0211992119 

• Timely cancellations are appreciated as it allows others on the waitlist to access care. 

• Repeated missed appointments without notice may result in termination of services. 

7. Fees and Payment 

• All fees are listed in our pricing list, available to read here 

• Payment is due at the time of your appointment unless prior arrangements have been made. 

• Insurance claims are the responsibility of the client. While we can assist with documentation, we cannot guarantee reimbursement. 

8. Privacy and Confidentiality  

Physio Pilates New Plymouth complies with the Health Information Privacy Code 2020 and the New Zealand Privacy Act 2020 in the collection, storage, and handling of client information. In accordance with regulations set forth by the Physiotherapy Board of New Zealand, client health records are maintained in a secure and confidential manner. 

• Personal and health-related information provided to us will only be used for purposes directly related to the provision of Physiotherapy and Pilates services. 

• Client records will not be disclosed to third parties without the client’s explicit consent, except where required by law or in cases necessary to protect health and safety. 

• Clients have the right to request access to their medical records and request corrections in accordance with the Privacy Act 2020. 

• We take all reasonable steps to protect your data, though no online transmission is 100% secure. 

• Personal information is securely stored for a minimum of 7 years, as required by law, before being securely destroyed or permanently de-identified. 

10. Limitation of Liability 

• We will not be responsible for any indirect or incidental damages resulting from treatment. 

• You agree to release us from liability for any claims related to your treatment, except in cases of proven negligence. 

11. Disputes 

 If you have any queries or complaints about our Terms & Conditions Policy please contact us via email. 

PILATES 

Class Packages 

• Class package expiration dates are specified on the Studio's app and website, commencing from the date of purchase. 

• Extensions for class packages may be granted only in cases of verified medical emergencies, supported by a medical certificate. Requests must be submitted before the package expiry date. 

• Class packages are non-transferable and non-refundable. 

• Non-attendance, failure to cancel within the required period, or failure to show up for a booked class will incur a class credit.  

Memberships 

• Memberships operate on a recurring 4 week payment, with options for 4 or 8 classes per cycle. This can be cancelled at any time via email notification.  

• Membership fees are automatically charged to the client’s credit or debit card prior to the first class of each billing cycle. 

• Clients must maintain regular class bookings. Class credits are available if cancellations are made with at least 12 hours' notice, but availability is not guaranteed. 

• Membership Suspensions: Members may suspend for illness or travel. We require one week or more’s notice via email to put this suspension in place,  

• Membership Termination: Members may cancel their membership via email at any time. The membership remains active until the end of the current billing cycle, after which it will not renew. 

• No refunds are available for memberships. 

• Credit or debit card transaction fees are not included in the listed membership prices. 

• Any unused classes will not be credited into your next billing cycle.  

Gift Cards 

• Gift cards may be used exclusively for classes. 

• Gift cards are non-refundable, non-transferable, and cannot be redeemed for cash. 

• We assume no responsibility for lost, stolen, or destroyed gift cards. 

• Gift cards may be purchased online or in-studio. 

By accessing the services provided by Physio Pilates New Plymouth, the client acknowledges and agrees to all terms and conditions outlined herein.