Terms and Conditions

Zenadth Kes Physiotherapy (ZK Physio) and ZK Pilates

Version 1.0 · Effective 1 November 2026

Part A: General terms

1. About these terms

These terms apply when you book or use services from Joshua Toloui-Wallace, trading as Zenadth Kes Physiotherapy (ZK Physio), ABN 66 438 263 565. That includes physiotherapy and our ZK Pilates reformer studios on Thursday Island. "We", "us" and "our" mean ZK Physio; "you" means the client, patient or member.

By making a booking or using our services or studios, you agree to these terms. Please also read our Privacy Policy. ZK Pilates members also complete a health screening and a waiver at onboarding.

2. Your rights under Australian Consumer Law

Our services come with guarantees under the Australian Consumer Law, including that they will be provided with due care and skill. Nothing in these terms excludes, restricts or changes any right or remedy you have under that law.

3. Bookings

•     You can book online through our booking system or client app, by phone or by email.

•     Please give us accurate, up-to-date details and tell us if they change.

•     Clients under 18 need consent from a parent or guardian. We may ask a parent of guardian to be present for the appointment.

•     We send reminders by SMS, email or app notification as a courtesy. You are still responsible for attending or cancelling on time if a reminder doesn't reach you.

4. Fees and payment

•     Our current fees are shown on our website and in our booking system. We may change fees from time to time, and for ongoing memberships we will give you at least 14 days' notice.

•     Payment is due at the time of your appointment, unless your service is billed directly to an approved funder (see Part B).

•     We accept credit/debit cards, direct debit, PayID, cash and other online payment methods.

•     Prices include GST where it applies.

5. Unpaid accounts

If an account is unpaid after 14 days, we will send a reminder. We may pause non-urgent bookings or studio access until the account is paid, and we may refer accounts unpaid after 60 days to a debt collection agency. If you are having trouble paying, please talk to us. We are happy to arrange a payment plan.

6. Respect and safety

We want our clinic and studios to be safe and respectful for everyone. We may decline or stop providing services to anyone who is abusive, threatening or unsafe toward staff or other clients. Where possible, we will help you find another provider.

7. Our responsibility

We provide our services with care and skill, and we hold professional indemnity and public liability insurance. Apart from your rights under the Australian Consumer Law, and as far as the law allows, we are not responsible for indirect losses, or for loss of or damage to personal belongings left in our clinic or studios.

8. Changes to these terms

We may update these terms from time to time. The current version is on our website. If we make a significant change that affects an ongoing membership, we will tell you in advance.

These terms are governed by the laws of Queensland.

Part B: Physiotherapy

9. Referrals and funding

You do not need a referral to see us. If your treatment is funded by a scheme, these arrangements apply:

Funding

How it works

Medicare (GP referral under a chronic condition management plan)

A Medicare rebate applies to eligible sessions in your referral. We claim the rebate for you and you pay the gap. You need a valid referral from your GP before your appointment.

Torres Health

For eligible clients referred through Torres Health, Torres Health covers the gap for the sessions in the referral (usually 5, up to 10). We confirm this with Torres Health before your first appointment.

DVA

Covered for eligible Veteran Card holders with a valid DVA referral.

NDIS

Provided under a service agreement with you.

WorkCover Queensland

You need an accepted claim number. WorkCover pays for approved services. If your claim is not accepted, or a service is not approved, you will need to pay for it.

CTP (motor vehicle)

Your insurer must approve treatment. If it is not approved, you will need to pay for it.

Private health insurance

On-the-spot claims available. Rebates depend on your level of cover.

Residential aged care

Provided under our arrangement with the facility.

10. Consent to treatment

•     We will explain our assessment findings, the treatment we recommend, its likely benefits and risks, and any alternatives, before we start.

•     Some treatments, such as dry needling and cupping, need your specific consent before we start.

•     You can ask questions, refuse a treatment, or stop at any time.

•     You can bring a support person or ask for a chaperone.

11. Cancellations and missed appointments

•     Please give at least 24 hours' notice if you need to cancel or reschedule. You can do this through the booking system or app, by phone or by email.

•     If you cancel with less than 24 hours' notice, or don't attend, we may charge a flat fee of at least $50 directly to you.

•     Medicare, health funds and most insurers do not pay cancellation fees, so the fee is payable by you.

•     NDIS participants: if you cancel with less than 2 clear business days' notice, or don't attend, we may claim a short notice cancellation from your plan, as allowed by the NDIS Pricing Arrangements and our service agreement with you.

•     DVA, WorkCover and CTP clients: these schemes generally do not pay cancellation fees. So cancellation fee is payable by you.

•     We understand that life on the islands can be unpredictable. We may waive the fee for illness, emergencies, bad weather, or flight or ferry disruptions.

12. Late arrival

If you arrive late, we may need to shorten your session so that later clients are not delayed. The full fee still applies.

13. Telehealth and home visits

Telehealth may be offered where it is clinically suitable. Home or mobile visits may attract a travel fee.

14. Reports and paperwork

Reports, letters and forms that are not covered by your funding (for example, for an employer, insurer or lawyer) may be charged separately. We will tell you the cost first.

Part C: ZK Pilates

15. Joining

•     Everyone starts with a one-on-one onboarding session before using the studios:

–    Standard onboarding: 60 minutes, $180. It covers reformer use and safety, the booking system, studio access, and time on the reformer to practise.

–    Express onboarding: 30 minutes, $120, for experienced reformer users only. It covers the same essentials but doesn't include reformer practice time.

•     Onboarding includes free grip socks and 2 weeks of unlimited access. We will make a few bookings with you to get you started.

•     You must complete the health screening and waiver, and tell us about any changes to your health.

•     If you have an injury or a health condition, we recommend a physiotherapy assessment before starting.

•     Members must be at least 18yrs. Children cannot be in the studios unless they are with a member with their own booking.

16. Prices and memberships

Current prices (all in AUD, at 1 November 2026):

Option

Price

Casual visit (60 minutes)

$25

Weekly membership: 1 session a week

$22.50 a week

Weekly membership: 2 sessions a week

$42.50 a week

Weekly membership: 3 sessions a week

$60 a week

Weekly membership: unlimited

$70 a week

10-session pack

$237.50

•     Billing: weekly memberships are charged weekly on the signup day. If a payment fails, we may pause your bookings and studio access until it is paid.

•     Holds: you can put your weekly membership on hold as often as you need, with no hold fee.

•     Cancelling: there is no additional fee to cancel a weekly membership.

•     Unused sessions in a weekly membership don't carry over to the next week.

•     Session packs are valid for 6 months from purchase and can't be transferred to another person.

•     We don't give refunds if you change your mind. This doesn't affect your rights under the Australian Consumer Law, and we will consider requests in special circumstances, such as illness or injury.

17. Reformer bookings

•     Book through the app or online member portal. You can only use a studio during a session you have booked.

•     To cancel a booking, use the app at least 2hrs before the session starts. Late cancellations and no-shows may count as a used session.

•     Please leave on time so the next member can start their session.

18. Studio access

•     Studio 1 (76 Douglas St) is open from 5:30 am to 9:30 pm, 7 days a week. Studio 2 (82 Douglas St) is open 24/7.

•     Your access is for you only. Do not share your access code or app, and do not let anyone else into the studio. Friends who want to train with you must be members with their own booking.

•     Our studios use CCTV and a door access system for safety and security (see our Privacy Policy).

19. Studio rules

•     Wear grip socks on the reformers.

•     Wipe down equipment after use, and put springs, straps and accessories back.

•     Report any damage, fault or safety concern to us straight away, and don't use equipment that looks faulty.

•     Follow the video instructions, and work within your own ability.

•     No food in the studios. Water bottles are welcome.

•     Leave the studio clean, tidy and locked.

20. Exercising on your own

ZK Pilates studios are self-access, so there is usually no staff member present during your session.

•     Stop exercising if you feel pain, dizziness, chest discomfort or shortness of breath, and seek medical advice.

•     In an emergency, call 000. Studio 2 also has a 24/7 duress tablet that connects you to a monitoring operator and alerts us.

•     A Pilates session is general exercise, not physiotherapy treatment, unless it has been booked as a physiotherapy appointment.

Exercise carries some risk of injury. Apart from your rights under the Australian Consumer Law, and as far as the law allows, we are not responsible for injuries caused by not following these terms, the studio rules or the video instructions, or by exercising beyond your ability. This doesn't limit our responsibility for our own negligence.

21. Pausing or ending a membership

We may suspend or cancel a membership if a member seriously or repeatedly breaks these terms, puts themselves or others at risk, damages equipment, or doesn't pay. Where it is fair to do so, we will talk to you first and refund any unused prepaid amount.

Contact us

Zenadth Kes Physiotherapy (ZK Physio) · ABN 66 438 263 565

Phone: 07 4229 2034 · Email: josh@zkphysio.com · Post: PO Box 741, Thursday Island QLD 4875