Terms & Conditions

These Terms & Conditions govern your use of the StepByStep Recovery website (www.stepbysteprecovery.com.au) and, alongside your individual service agreement, your engagement of StepByStep Recovery's allied health services.

1. About Us

StepByStep Recovery (ABN 62 678 383 689) is an allied health provider offering Exercise Physiology, Physiotherapy, Occupational Therapy, Dietetics and Allied Health Assistant services across North and West Melbourne.

2. Using This Website

• This website is provided for general information about our services and to help you get in touch with us.
• Content on this site is general in nature and does not constitute individual clinical advice — advice specific to your circumstances is provided through direct consultation with our clinicians.
• We may update website content, services or these terms from time to time without prior notice.

3. Bookings & Enquiries

• Submitting an enquiry through this website does not itself constitute a confirmed booking. We will contact you to arrange your free initial consultation and, where relevant, confirm appointment details.
• Formal terms of service — including session fees, cancellation notice and funding arrangements — are set out in your individual service agreement, provided before ongoing services commence. NDIS participants receive a dedicated NDIS Service Agreement.

4. Our Commitment to You

StepByStep Recovery agrees to:

• Provide services in a safe, professional and person-centred manner, treating you with courtesy, dignity and respect, and working collaboratively with you and your support network where appropriate.
• Deliver services at agreed times, communicate openly and promptly about any changes, and provide clear information about services, fees and your service agreement.
• Support you to provide feedback or make complaints, and respond in a fair and timely manner.
• Deliver supports in accordance with relevant legislation, maintain accurate records, and ensure staff are appropriately qualified.
• Protect your privacy in line with our Privacy Policy.
• Provide reasonable notice if services need to change, or if your service agreement needs to end.

5. Your Responsibilities

As a client, we ask that you:

• Treat StepByStep Recovery staff with courtesy and respect.
• Communicate your needs, preferences and goals to support appropriate service delivery.
• Provide accurate and up-to-date information relevant to your supports, including any risks or changes in health or circumstances.
• Provide a minimum of 24 hours' notice if you need to cancel or reschedule a service, in accordance with our Refund & Cancellation Policy.
• Ensure sufficient funding is available for agreed services, and pay any invoices not covered by your funding.

6. Funding Schemes

Where services are delivered under NDIS, Medicare, WorkCover, TAC, DVA or private health arrangements, those schemes' own rules, eligibility criteria and claiming processes apply in addition to these terms.

7. Ending an Agreement

You may end your service agreement at any time. For NDIS participants, 30 days' written notice applies under your Service Agreement. StepByStep Recovery may also end a service agreement by providing reasonable notice, including where there are safety concerns, supports are no longer appropriate, or sufficient funding is not available. Services may be ended immediately in the event of a serious breach or risk to safety.

8. Intellectual Property

All content on this website — including text, graphics and branding — is owned by or licensed to StepByStep Recovery and may not be reproduced without permission.

9. Limitation of Liability

To the extent permitted by law, StepByStep Recovery is not liable for any indirect or consequential loss arising from use of this website. Nothing in these terms excludes rights that cannot be excluded under the Australian Consumer Law.

10. Feedback, Complaints and Contact

StepByStep Recovery welcomes feedback and is committed to resolving concerns in a fair, timely and respectful manner. You can raise concerns by speaking directly with your treating therapist, or by contacting us at info@stepbysteprecovery.com.au or 0426 248 969. NDIS participants who remain unsatisfied may also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.