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Aspire Clinic WA Policies

 

Clinic Environment

Aspire Clinic WA is a calm, professional space dedicated to supporting your health and wellbeing.

We aim to provide a friendly, respectful and structured environment for all clients. If at any time you feel uncomfortable, distressed, or unsafe, please let us know so we can respond appropriately.

 

Communication

Clients are asked to first refer to our website and booking portal for all service information and availability.

All bookings and waitlists are managed through the online portal, which guides you through the appropriate next steps.

If your enquiry isn’t covered there, you can reach out via email. This helps maintain clear, consistent communication.

Please note: As the clinic often operates on weekends, our regular office hours include both the clinic and admin being closed on varying weekdays. Clinic and communication times can vary greatly. Please allow several business days for a response, depending on clinic scheduling and workload.

 

For privacy and clinical accuracy, personal health information and individual history are not discussed via email and are instead addressed during your appointment, where we can assess and support you appropriately.

Communication at Aspire Clinic WA is managed via email to ensure clarity, consistency, and an accurate record of your care. Phone calls, call-backs, voicemail and text messaging are not incorporated within our communication protocols. Scheduled follow-up Q&A phone consultations may be offered after imaging as a structured exception.

 

Client Conduct & Behaviour

Clients are responsible for following preparation instructions, attending appointments at their scheduled time, and acting on recommendations where appropriate.

 

Aspire Clinic WA maintains a respectful and professional environment for all clients and professionals.

Clients are expected to:

  • Communicate respectfully at all times

  • Follow booking processes and clinic policies

  • Allow appropriate time for responses

  • Respect therapist boundaries and clinical recommendations

 

The following behaviours are not accepted:

  • Rude, aggressive, or demanding communication

  • Repeated disregard for booking processes or instructions

  • Excessive or repetitive contact by email or other communication pathways

  • Attempts to pressure outcomes through complaints, threats, or negative reviews

  • Inappropriate conduct during appointments

 

Where behaviour falls outside these expectations, Aspire Clinic WA reserves the right to decline, discontinue, or refuse future services and communication. Where a service has been paid for in advance, the cancellation policy will be applied. If the booking is terminated during a session due to above behaviour, the appointment is deemed completed and non refundable.

 

Booking Process

Appointments are managed through our booking system and waitlist options.

This ensures a consistent and fair scheduling process for all clients. Appointments are not allocated outside of this system.

Once the relevant booking steps are completed, clients will be guided through the next available options.

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Digital Records & Forms

Aspire Clinic WA operates a fully digital record system.

  • All client forms, records, and clinical notes are completed and stored securely via our online portal

  • Paper forms are not used or provided

All required electronic forms must be completed prior to your appointment. This ensures your session can proceed as scheduled and allows for appropriate preparation and review.

Failure to complete required forms may result in delays or the appointment being unable to proceed.

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Appointments & Cancellations

Aspire Clinic WA reserves the right to decline or discontinue services where a client is deemed unsuitable for treatment, or where it is not clinically appropriate to proceed.

Clients are asked to arrive at their scheduled appointment time, as early access to the clinic may not be available.

Appointments are reserved exclusively for each client and are not double booked.

Missed appointments are considered attended and charged in full.
Late arrivals will be accommodated within the remaining scheduled time.

Cancellations:

  • Clinic appointments: Minimum 48 hours’ notice required or deposit is forfeited

  • Within 24 hours: Treated as a missed appointment and charged in full

  • Mobile services: Minimum 5 days’ notice required

    • 5 days to 48 hours: Deposit retained

    • Less than 48 hours: Treated as a missed appointment and charged in full

Deposits are non-refundable outside these timeframes.

If you are unable to attend your appointment, you’re welcome to send someone in your place, provided the service is suitable. However, please ensure, specifically for imaging bookings, they have followed all prep steps and you have provided your replacement with all information initially sent to you. Please send an email to the clinic with at least 24 hours notice advising the details of who is attending in your place to ensure they are sent any forms required.

 

Waitlist Policy

Waitlists are used for services and are managed through the booking system.

  • Placement on a waitlist does not guarantee an appointment

  • Clients will be contacted when/if suitable availability arises

  • Availability is offered based on scheduling and response time, with existing clients having first preference.

  • If no response is received within the offered timeframe, the appointment may be released

 

Payments & Refunds

Payment is required at the time of booking or appointment.

  • Deposits are applied to your scheduled appointment

  • Full payment for your service is payable on completion. We do not offer accounts or delayed payments.

  • Deposits are non-refundable outside of cancellation timeframes

  • Completed services are non-refundable

 

To secure all appointments, Aspire Clinic WA requires a valid card to be kept on file. Failure to maintain a valid card on file may result in cancellation of the appointment if not paid for in advance.

  • A deposit is required to confirm your appointment

  • Bookings are not confirmed until the deposit has been received

  • A valid card must remain active on file until the appointment has been completed

By providing your card details, you authorise Aspire Clinic WA to securely store and use your payment information in accordance with these policies.

Missed Appointments & Charges

By proceeding with a booking, you acknowledge and agree that:

  • Your card will be charged in the event of a missed appointment or late cancellation, in accordance with our cancellation policy

  • Charges will include the full appointment fee where applicable

This ensures appointment times are protected and fairly allocated to all clients

If you do not wish to keep your card details on file, you may request a booking via the waitlist option, request an invoice, and pay in full for your appointment in advance.

Due to the nature of services provided, refunds are not offered for change of mind or dissatisfaction where services have been delivered.

 

Clinic Operations

Aspire Clinic WA operates by appointment only.

Clinic locations are service locations and are not set up for walk-ins or general postal use.

Availability may vary depending on clinic scheduling, including weekend appointments and adjusted weekday hours. These change often and without notice.

For mobile services:

  • A suitable, safe, and accessible environment must be provided

  • Aspire Clinic WA reserves the right to decline service where conditions are unsuitable

 

Follow-Up Consultations

Aspire Clinic WA offers structured follow-up consultations for existing clients where appropriate, such as reviewing imaging results or clarifying report findings.

  • Follow-up consultations are scheduled appointments and are not provided on demand

  • Sessions are time-limited and focused on your specific service

  • Availability is subject to clinic scheduling and demand

  • Q & A phone consults after imaging are complimentary, and offered at the discretion of the clinic

 

Thermal Imaging Follow-Up Requests

To request a follow-up phone consultation:

  • Join the Waitlist via the booking portal

  • Select your preferred availability according to the specific days and times listed. Wednesdays between 11.00am and 2.00pm.

  • You will be contacted when a suitable time becomes available

 

Follow-up consultations are not automatically included and must be requested through this process.

These appointments provide the appropriate setting to discuss results and ask questions in a supported clinical environment.

 

Confidentiality & Privacy

All client information, records, and treatment details are treated as strictly confidential.

Information will only be released with written consent.
In exceptional circumstances where there is a risk to client or public safety, appropriate information may be disclosed in line with professional obligations.

Client records are securely stored and managed in accordance with privacy requirements.

 

Thermal Imaging Policy

Thermal imaging is a non-invasive screening tool used to assess physiological patterns and changes in the body.

  • It is not a diagnostic tool

  • Results do not replace medical advice or diagnosis

  • Findings should be interpreted alongside clinical context

 

Preparation Requirements

Clients must follow all preparation guidelines prior to their appointment. These may include:

  • Avoiding lotions, oils, deodorant, or topical products

  • Avoiding exercise, heat exposure, or temperature changes

  • Maintaining stable environmental conditions

Failure to follow preparation guidelines may affect results and require rescheduling.

 

Reports & Follow-Up

Report delivery timeframes are estimates and may vary depending on workload and clinical review requirements​

  • Follow-up imaging may be recommended

  • Clients are responsible for seeking appropriate medical advice where required

 

Remedial Massage and Bodywork Policy

Remedial massage is focused on soft tissue treatment and musculoskeletal support.

  • Practitioners do not diagnose medical conditions

  • Treatment is not a substitute for medical care

  • Techniques are applied based on client presentation and tolerance

Treatment may be declined or modified where contraindications are present.

 

Consent to Treatment

By proceeding with a booking, you acknowledge and consent to treatment.

You agree to:

  • Provide accurate and up-to-date health information

  • Inform your practitioner of any discomfort during treatment

  • Advise of any changes to your condition

Failure to disclose relevant information may impact the safety and effectiveness of treatment.

 

Professional Boundaries

Your comfort, privacy, and safety are respected at all times.

  • Appropriate draping is used throughout all sessions

  • Genital areas are never exposed

  • Underwear must remain on

  • Clients may undress to their comfort level once the practitioner has left the room

You or your practitioner may end a session at any time.

Inappropriate behaviour will result in immediate termination of the session and may be reported where required.

 

Results & Expectations

Outcomes vary between individuals and are influenced by a range of factors including health status, compliance, and lifestyle.

No specific results or outcomes are guaranteed.

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Data & Record Integrity

Aspire Clinic WA takes all reasonable steps to securely store and maintain client records. However, we are not liable for any loss, corruption, or inaccessibility of images, reports, or data arising from technical failure, system errors, or third-party service disruptions outside of our control.

In the unlikely event your report or images can't be provided to you after your appointment, Aspire Clinic WA, at our discretion, may offer the following resolutions:

  • A partial refund relating to the portion of service undeliverable.

  • Offer a replacement booking at no fee, in a reasonable time period following the initial appointment.

  • A partial discount at a follow-up appointment.

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Liability

All care is taken to provide safe and professional services.

By proceeding, you acknowledge that services are undertaken at your own discretion.

Aspire Clinic WA and its practitioners are not liable for pre-existing conditions or any changes following treatment.

Aspire Clinic WA does not provide urgent or emergency care. If you require immediate medical attention, please contact your GP or emergency services.

Aspire Clinic WA is not responsible for outcomes related to third-party medical advice, diagnosis, or treatment decisions.

Aspire Clinic WA accepts no liability for any loss of time, income, travel expenses, inconveniences, or other costs incurred in connection with an appointment that is unable to proceed or be completed.

Aspire Clinic WA is not liable for any inability to provide images, reports, or data due to technical issues, including data corruption, system errors, or circumstances beyond our control.

These policies apply to all services provided by Aspire Clinic WA

 

Agreement

By proceeding with your booking and providing consent, you:

  • Acknowledge and agree to all policies and protocols

  • Confirm your understanding of the services provided

  • Accept responsibility for your participation in appointments

  • Release Aspire Clinic WA and its representatives from all liability

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Aspire Clinic WA reserves the right to update or modify policies at any time. The most current version will be available on our website.

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