# Terms of Service — Extra Mile Health
Last updated: April 2026
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These Terms of Service ("Terms") govern your use of services provided by Extra Mile Health (ABN 95 643 456 535, ACN 643 456 535) ("Extra Mile Health", "we", "us", "our") and your use of our website at extramilehealth.com.au ("Site").
By engaging our services, submitting a referral, signing a service agreement, or using our website, you agree to be bound by these Terms. If you are acting on behalf of a participant (for example, as a carer, guardian, or support coordinator), you confirm that you have authority to agree to these Terms on their behalf.
These Terms should be read alongside our [Privacy Policy](/privacy-policy) and any individual Service Agreement we enter into with you.
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## 1. About Our Services
Extra Mile Health provides mobile allied health and disability support services in Perth, Western Australia, including:
- Physiotherapy: In-home assessment, treatment planning, and rehabilitation for physical, neurological, and geriatric conditions
- Therapy Assistance: Delivery of physiotherapy-prescribed exercise and rehabilitation programs by qualified therapy assistants
- Support Work and Personal Care: Personal care, daily living assistance, community access, and social participation for NDIS and aged care participants
- Mobility Vehicle Transport: Accessible transport for manual and electric wheelchair users
We are a registered NDIS provider, a DVA-accredited provider, and an ICWA-registered provider. We also provide services under Home Care Packages (HCP), Medicare, and private arrangements.
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## 2. Service Agreements
Before services commence, we will provide you with a written Service Agreement that sets out:
- The specific services to be delivered
- The frequency and duration of sessions
- The applicable fees and funding arrangements
- Our cancellation and no-show policy
- Your rights and responsibilities as a participant or client
The Service Agreement is a separate, binding document. In the event of any inconsistency between a Service Agreement and these Terms, the Service Agreement prevails to the extent of the inconsistency.
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## 3. Eligibility
Our services are available to:
- NDIS participants with an active NDIS plan that includes relevant funded supports
- Clients with an active Support at Home (SAH) that includes allied health or support services
- DVA-entitled persons with an appropriate referral or entitlement
- ICWA-funded clients with an active claim
- Medicare-eligible clients with an appropriate referral (where applicable)
- Private-paying clients
It is your responsibility to confirm that your current funding plan includes and has sufficient budget for the services you wish to receive. Extra Mile Health is not responsible for claims rejected by a funding body due to insufficient plan funds, expired plans, or ineligible support categories.
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## 4. Fees and Payment
### Funded Clients (NDIS, SAH, DVA, ICWA)
Our fees for funded services are set in accordance with the applicable price guide or funding schedule at the time of service delivery:
- NDIS: Fees align with the current NDIS Pricing Arrangements and Price Limits published by the NDIA
- DVA: Fees align with the current DVA Allied Health Fee Schedule
- SAH / MyAgedCare: Fees are agreed in the Service Agreement and comply with Support at Home requirements
- ICWA: Fees are agreed with ICWA in accordance with the applicable schedule
We will invoice your plan manager, funding body, or agency on your behalf where you have authorised us to do so.
### Private Clients
Fees for private-paying clients are agreed in the Service Agreement prior to the commencement of services. Payment is due within 14 days of the invoice date unless otherwise agreed in writing.
We accept payment by bank transfer, credit card, and other methods specified in your Service Agreement.
### Fee Changes
We will notify you in writing at least 28 days before any change to our fee schedule. For NDIS clients, fees will not exceed the NDIS Price Guide limits.
### Overdue Accounts
Accounts overdue by more than 30 days may attract a late payment fee. Extra Mile Health reserves the right to suspend services for accounts with overdue balances, after giving reasonable written notice.
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## 5. Cancellations and No-Shows
We understand that circumstances change. Our cancellation policy is as follows:
- More than 7 business days' notice: No charge applies
- Less than 7 business days' notice (short notice cancellation): A short notice cancellation fee may apply, in accordance with the NDIS Pricing Arrangements (where applicable) or as agreed in your Service Agreement
- No-show (no notice): A no-show fee may apply, as set out in your Service Agreement
For NDIS clients, short notice cancellation and no-show fees are charged in accordance with the current NDIS Pricing Arrangements and Price Limits.
We will always try to provide at least 24 hours' notice if we need to cancel or reschedule a session on our end. Where we cancel with less than 24 hours' notice (other than due to an emergency or force majeure), no cancellation fee will be charged to you.
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## 6. Your Responsibilities
To help us deliver safe and effective services, you agree to:
- Provide accurate and complete information about your health, funding, and support needs
- Notify us promptly of any changes to your health, NDIS plan, funding arrangements, or contact details
- Ensure our practitioners and support workers can safely access your home or nominated service location
- Treat our staff with respect — we have a zero-tolerance policy for verbal abuse, aggression, or threatening behaviour directed at our employees
- Inform us of any known infection risks (including communicable diseases) that may affect the safety of our staff or other clients
- Ensure a safe working environment, including that pets are secured and that trip hazards are addressed, before our staff arrive
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## 7. Our Obligations to You
Extra Mile Health will:
- Deliver services with reasonable care and skill, in accordance with professional and NDIS Quality and Safeguards Framework standards
- Ensure that physiotherapists delivering services are currently registered with AHPRA
- Ensure that support workers and therapy assistants hold current Working with Children Checks (where applicable) and National Police Checks
- Maintain current professional indemnity and public liability insurance
- Respect your dignity, privacy, and right to make decisions about your care
- Provide services in a manner that upholds the NDIS Practice Standards and Code of Conduct
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## 8. NDIS Rights and Obligations
For NDIS participants, Extra Mile Health operates in accordance with the:
- NDIS Act 2013 (Cth) and associated Rules
- NDIS Practice Standards
- NDIS Code of Conduct
- NDIS Pricing Arrangements and Price Limits
As an NDIS participant, you have the right to:
- Receive supports that respect your individual goals and choices
- Have your privacy and confidentiality protected
- Be free from abuse, neglect, exploitation, and violence
- Make a complaint without fear of reprisal
- Seek supports from another provider at any time
We are required to report certain incidents to the NDIS Quality and Safeguards Commission. You will be informed if a reportable incident occurs that involves you.
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## 9. Complaints and Feedback
We value feedback and take complaints seriously.
To make a complaint or provide feedback:
- Phone: 08 6189 4944
- Email: admin@extramilehealth.com.au
- In writing: Level 28, AMP Tower, 140 St Georges Terrace, Perth WA 6000
We will acknowledge your complaint within 2 business days and aim to resolve it within 21 days. If resolution takes longer, we will keep you informed of progress.
If you are not satisfied with our response, you may contact:
- NDIS Quality and Safeguards Commission: 1800 035 544 | ndiscommission.gov.au
- AHPRA (for complaints about registered physiotherapists): 1300 419 495 | ahpra.gov.au
- Office of the Australian Information Commissioner (for privacy complaints): 1300 363 992 | oaic.gov.au
- Consumer Protection WA (for general consumer complaints): 1300 304 054 | consumerprotection.wa.gov.au
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## 10. Limitation of Liability
Nothing in these Terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded.
Subject to applicable law:
- Extra Mile Health's liability for any claim arising from the supply of services is limited, at our option, to the re-supply of the services or payment of the cost of having those services re-supplied
- We are not liable for indirect, special, or consequential loss or damage arising from the use of our services or website, except to the extent required by law
Nothing in these Terms is intended to limit our liability for personal injury or death caused by our negligence or the negligence of our employees or contractors.
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## 11. Intellectual Property
All content on our website — including text, images, logos, and downloadable documents — is owned by or licensed to Extra Mile Health. You may not reproduce, distribute, or use our content for commercial purposes without our prior written consent.
Referral forms, service guides, and other documents we provide to you are for your personal use in accessing our services only.
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## 12. Website Use
Our website is provided for general information purposes. We do not guarantee that the information on our website is complete, accurate, or up to date at all times. Nothing on our website constitutes medical advice or a substitute for consultation with a qualified health practitioner.
We are not responsible for the content of any third-party websites linked from our Site.
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## 13. Termination of Services
### By you
You may end your engagement with us at any time by providing written notice. Any outstanding fees for services already delivered will remain payable.
### By us
We may suspend or terminate services by providing reasonable written notice where:
- You have an outstanding account balance and have not engaged with our billing team despite reminders
- There has been a serious incident involving the safety of our staff
- You no longer have active funding for the services being provided
- We are unable to continue providing safe and effective services to you for reasons beyond our reasonable control
In cases involving an immediate risk to staff safety, we may suspend services without notice and will notify you in writing as soon as practicable.
Where we terminate services, we will, where possible, assist you to find an alternative provider and provide copies of your treatment records to facilitate continuity of care.
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## 14. Governing Law
These Terms are governed by the laws of Western Australia and the Commonwealth of Australia. Any disputes arising under these Terms will be subject to the non-exclusive jurisdiction of the courts of Western Australia.
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## 15. Changes to These Terms
We may update these Terms from time to time. The current version will always be available at extramilehealth.com.au/terms-of-service. We will notify existing clients of material changes by email or in writing at least 28 days before they take effect. Continued use of our services after the effective date of any change constitutes acceptance of the updated Terms.
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## 16. Contact
For any questions about these Terms:
Extra Mile Health
Level 28, AMP Tower, 140 St Georges Terrace, Perth WA 6000
Phone: 08 6189 4944
Email: admin@extramilehealth.com.au
Website: extramilehealth.com.au
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These Terms of Service operate alongside our Privacy Policy (extramilehealth.com.au/privacy-policy) and any individual Service Agreement signed between you and Extra Mile Health.