Last updated: November 2026
These terms apply to all services provided by Hydrotherapy Studio, operated by Koaben Pty Ltd (ACN 603 302 450, ABN 40 603 302 450), located at 1/55 Lofter St, Tennyson QLD 4105. By booking, purchasing or attending a session you agree to them. Our Privacy Policy explains how we handle your personal information.
1. Bookings
The clinic is by appointment only. Book online through our booking page (powered by Splose) or by phone. Your first appointment is always in the water — there is no separate dry assessment. Private (self-funded) clients do not need a referral. All funded clients (NDIS, Medicare, WorkCover QLD, CTP, DVA, Home Care Package) must provide their referral, care plan or claim details before the first session. If you have a complex or unstable medical condition we need a clearance letter from your GP or specialist before you enter the water — book first and send the letter before you come. Please tell us at booking if you are pregnant. Clients under 18 must be accompanied by a parent or carer, who stays at the clinic for the whole appointment.
2. Cancellations and late arrivals
We send a reminder 48 hours before each appointment. To cancel or move an appointment you need to tell us at least 24 hours before its start time — by phone, by replying to the reminder, by email, or through your online booking link. A message left by voicemail, SMS or email counts from the time it was sent, so you can cancel outside opening hours. Not receiving a reminder does not extend the notice period.
Late cancellations (less than 24 hours’ notice) and no-shows are charged the full session fee, for all funding types and for pool hire. A late-cancelled package session counts as used. Most funders — Medicare, WorkCover QLD, DVA, CTP and private health insurers — do not pay cancellation fees, so we invoice you directly. NDIS cancellation fees are claimed from your plan in line with the NDIS Pricing Arrangements and your service agreement.
If you are unwell with symptoms that mean you shouldn’t be in the water, tell us as early as you can; we may waive the fee at our discretion. Repeated late cancellations or no-shows may mean we ask for prepayment before further bookings. If you arrive late, your session still ends at the scheduled time and the full fee applies.
If we have to cancel — illness, or a pool being out of service — we will offer you another time and you will not be charged.
3. Fees and payment
Current fees are listed on our Pricing page. At the time of writing:
- Private consultations: $96.50 (30 min), $144.75 (45 min), $193.00 (60 min). The same rates apply to CTP, Home Care Package and Medicare clients.
- Medicare (Chronic Disease Management plan, item 10960, up to five sessions a year): we lodge the claim for you and you pay the gap on the day. With the current rebate of $63.40 the gap is $81.35 (45 min) or $129.60 (60 min); Medicare sessions are 45 or 60 minutes only.
- NDIS (plan-managed and self-managed only): billed at the NDIS price limit, currently $183.99 per hour (item 15_055_0128_1_3, or 15_003_0118_1_3 for children under 9). You are responsible for ensuring your plan has funding for physiotherapy. We invoice your plan manager directly, or you if self-managed.
- WorkCover QLD, DVA and CTP: bulk billed to the insurer or DVA under their fee schedules once your claim is approved. DVA White Card holders need prior approval for an accepted condition.
- Private health insurance: claim on the spot through HICAPS (items 500 initial, 505 subsequent) and pay the gap.
- Home Care Package: we invoice your provider directly once your case manager has approved the service.
Payment is due on the day of service unless we are billing a funding body. We accept all major cards and EFTPOS in the clinic through Tyro, and online card payments through Stripe. We do not offer concession rates or payment plans. Prices include GST where it applies. Reports, letters and forms requested by you or your funder are charged at our hourly rate. Fees are reviewed from time to time; the Pricing page and your booking confirmation show the fee that applies.
Unpaid accounts. Where a fee is not paid on the day — a cancellation fee, or a claim your funder declines or does not pay in full — we will invoice you, payable within 7 days. Where a card has been saved to your booking profile, you authorise us to charge it for cancellation fees and overdue invoices after we have sent you a reminder. If an account is more than 30 days overdue we may pause further bookings until it is settled and refer it to a collection agency, and reasonable recovery costs will be added to the amount owed. You remain responsible for any fee your funding body does not pay, including where an NDIS plan has insufficient funds or a WorkCover or CTP claim is rejected.
4. Packages
Six-week rehabilitation packages and pool-hire packs are offered at a discount on single-session rates. The discount applies only when the package is paid in full in advance — sessions paid one at a time are charged at the single-session rate. Packages are for one named client and cannot be transferred. Pool-hire packs are valid for six months from purchase; rehabilitation packages are valid for six months from the first session. If you stop before using all sessions, we refund the balance after charging the sessions you have used at the full single-session rate — the discount is for completing the package. Rehabilitation packages are not available on NDIS, WorkCover QLD, DVA or CTP funding, which pay per session at their own rates. Pool hire may be NDIS-funded with your plan manager’s approval.
5. Pool hire
Self-guided pool hire is $40 per hour or $20 per 30 minutes, with 10-session ($340) and 20-session ($680) packs. To hire the pool you must have a current hydrotherapy exercise program written by a physiotherapist or other health professional, and complete a 15-minute safety assessment (a phone call and our equipment video) before your first solo session. Pool hire is self-guided: your physiotherapist is on the premises but is not in the water with you and is not supervising your session. You must follow your program, use the equipment as shown, stay within your ability, and get out if you feel unwell. We reserve the right to refuse or end pool hire if safety requirements are not met.
6. Health and safety
Do not attend if you have an open wound or active skin infection, have had vomiting or diarrhoea in the past 14 days, have uncontrolled bowel or bladder, a fever, or an unstable heart condition. Tell us about any change in your health before each session, and follow your physiotherapist’s instructions, including on the use of hoists and steps. Everyone showers before entering the water. The pools are kept at 32°C and 1.2 m deep. If you arrive in a condition we judge unsafe for the water, we may cancel the session and the cancellation fee may apply.
7. Liability
Hydrotherapy Studio takes all reasonable precautions to keep you safe. Your physiotherapist is AHPRA-registered and holds current first aid and CPR qualifications, emergency procedures are in place, and we hold professional indemnity and public liability insurance. Exercise in water carries inherent risks, and you participate understanding them and having disclosed all relevant health conditions. We are not liable for loss of or damage to personal property brought onto the premises. Nothing in these terms excludes rights you have under the Australian Consumer Law.
8. Website and intellectual property
Content on hydrotherapy.studio — text, images, videos, exercise programs and branding — belongs to Koaben Pty Ltd and may not be reproduced or used commercially without written permission. Information on the website is general in nature and is not a substitute for individual assessment. Online booking and referral forms are provided by Splose and are subject to Splose’s terms as well as ours.
9. Changes and governing law
We may update these terms from time to time. The current version is always at hydrotherapy.studio/terms-and-conditions. Continued use of our services after a change is published is acceptance of the updated terms. We will tell existing clients about material changes by email where we can. These terms are governed by the laws of Queensland, Australia. If any part of them is found to be unenforceable, the rest still applies.
10. Contact
Email: info@hydrotherapy.studio
Phone: (07) 3132 2785
Address: 1/55 Lofter St, Tennyson QLD 4105
This document was last reviewed November 2026.