Wellstrong Terms of Use

Effective date: April 2026

Business name: Wellstrong Group Pty Ltd

These Terms of Use (Terms) govern your access to and use of the services, facilities, website, and digital platforms operated by Wellstrong Group Pty Ltd (ACN [660 937 306]) (Wellstrong, we, us, our). By accessing our services, using our facilities, or engaging with us online, you agree to be bound by these Terms.

These Terms apply to all clients, members, and users of Wellstrong services, including individuals accessing services under NDIS funding or Department of Veterans’ Affairs (DVA) arrangements. Where a specific service agreement or funding agreement applies, that agreement will take precedence over these Terms to the extent of any inconsistency.

If you do not agree to these Terms, you must not use our services or facilities.

1. Our Services

Wellstrong provides a range of health, fitness, and performance services, including:

Exercise Physiology
Personal Training
Gym and facility access
Group training
Online coaching and remote program delivery
Performance testing and assessment
NDIS-funded supports
Services to eligible veterans under DVA arrangements

Services are provided at our physical facility and, where applicable, through online platforms and digital tools. Service availability, pricing, and scheduling are subject to change. We will provide reasonable notice of material changes where practicable.

2. Health Screening and Your Responsibilities

Prior to commencing services, and from time to time during your engagement with Wellstrong, you may be required to complete health screening questionnaires, readiness assessments, or medical clearance processes. This is a condition of service and is in place to protect your safety.

You agree to:

provide accurate, complete, and current information regarding your health status, medical history, injuries, and any conditions that may affect your ability to safely participate in exercise or training
promptly inform your Wellstrong practitioner of any change in your health status, medication, injury, or medical advice that may be relevant to your program
follow the instructions of Wellstrong staff and practitioners at all times while using the facility or receiving services
not participate in services if you are unwell, have an acute injury, or have been advised by a medical professional not to exercise

Wellstrong reserves the right to decline, suspend, or modify service delivery if we reasonably believe that participation poses a risk to your health or safety, or to the safety of others.

3. Bookings, Cancellations and Late Notices

Bookings

Appointments and sessions may be booked through our booking platform, by phone, or in person. Bookings are subject to availability and are confirmed upon receipt of a confirmation from Wellstrong.

Cancellation Policy

We require a minimum of 24 hours notice to cancel or reschedule an appointment. This applies to all individual appointments, including Exercise Physiology consultations, Personal Training sessions, and performance testing.

Cancellations or reschedules made with less than 24 hours notice, or where you do not attend a scheduled appointment without notice (a no-show), may be charged a late cancellation fee. The applicable fee will be communicated to you at the time of service commencement and is set out in your service agreement or our current fee schedule.

Wellstrong acknowledges that circumstances beyond your control may arise. We will consider requests to waive late cancellation fees on a case-by-case basis where you have provided reasonable explanation.

Group Training and Classes

Bookings for group training sessions are subject to the same 24-hour cancellation policy. Credits or make-up sessions are not generally available for late cancellations or no-shows to group sessions.

NDIS and DVA Appointments

Cancellation terms for NDIS-funded and DVA-funded services may be governed by the applicable funding framework and your service agreement. Where a cancellation fee applies under those frameworks, we will apply the relevant policy.

4. Payments, Memberships and Refunds

Fees

Fees for services are as set out in our current fee schedule, your service agreement, or as communicated to you at the time of booking. We reserve the right to update our fees from time to time. Where a fee increase applies to an existing membership or agreement, we will provide at least 14 days written notice.

Payment Methods

We accept payment by EFTPOS, credit card, and private health fund claims processed through HICAPS. Online payments are processed through Stripe. Medicare-related rebates are processed through HICAPS where applicable. For NDIS-funded services, payment is made through your plan management arrangements or directly from the NDIS, in accordance with your service agreement.

Memberships

Wellstrong offers both ongoing direct debit memberships and fixed-term memberships. The specific terms, inclusions, and pricing of your membership are set out in your membership agreement.

For ongoing direct debit memberships:

membership continues until cancelled by you or terminated by Wellstrong in accordance with these Terms
recurring subscription payments are processed every Monday via Stripe. Where a membership commences mid-week, the first invoice will be prorated from the commencement date to the following Monday, after which the full weekly amount applies
to cancel or make changes to an ongoing membership, you must notify Wellstrong by Sunday 11:59pm for the change to take effect before that week’s Monday billing. Requests received after this time will be processed for the following Monday. Cancellation requests may be submitted by contacting us directly or via the billing portal
membership may be placed on hold (suspension) for a period of up to eight weeks per calendar year, subject to written request and approval by Wellstrong

For fixed-term memberships:

the membership runs for the agreed term and expires automatically at the end of that term unless renewed
early termination of a fixed-term membership may result in an early exit fee as specified in your membership agreement
Wellstrong will provide at least 30 days notice prior to expiry if automatic renewal applies

Failed Payments

Where a direct debit payment is dishonoured or fails, Wellstrong may apply a dishonour fee and will contact you to arrange payment. Continued failure to meet payment obligations may result in suspension or termination of your membership or services.

Refunds

Refunds will be considered in the following circumstances:

where a service has been prepaid and cannot be delivered by Wellstrong due to our fault
where you are entitled to a refund under the Australian Consumer Law
in other circumstances at Wellstrong’s reasonable discretion

Where a cancellation or membership change is submitted by the Sunday 11:59pm deadline, any overpayment for the affected billing period will be applied as a credit to your account, which will automatically offset your next invoice. If you prefer a direct refund rather than a credit, you may request one and it will be processed to your original payment method within 5 to 10 business days.

Refunds are not generally available for services already delivered, or for cancellations or changes that do not meet the Sunday deadline. Change of mind does not entitle you to a refund.

5. Facility Use

Access to the Wellstrong facility is available to current members and clients with a valid booking or membership. You must present valid identification or your membership credentials on request.

While using the facility, you agree to:

behave in a manner that is respectful of other members, clients, and staff
follow all facility rules, signage, and instructions from Wellstrong staff
use equipment safely and in accordance with any instruction or guidance provided
return equipment to its designated location after use
not bring food, alcohol, or prohibited substances into the facility
not use the facility while affected by alcohol or any substance that may impair your judgment or coordination
not engage in photography or video recording of other members or clients without their express consent

Wellstrong reserves the right to refuse entry to, or remove from the facility, any person who breaches these rules or whose conduct is unsafe, threatening, or disruptive.

6. Assumption of Risk and Limitation of Liability

Assumption of Risk

Exercise and physical training carry inherent risks, including the risk of physical injury, illness, or aggravation of a pre-existing condition. By participating in services or using our facility, you acknowledge these risks and confirm that you are voluntarily participating.

Nothing in these Terms is intended to limit or exclude liability that cannot be excluded by law, including under the Australian Consumer Law or applicable health and safety legislation.

Limitation of Liability

To the extent permitted by law, Wellstrong’s liability for any loss, injury, or damage arising from your use of our services or facilities is limited to the re-supply of the relevant service or a refund of the amount paid for that service.

Wellstrong will not be liable for loss or damage to personal property brought onto the premises, except where such loss or damage is caused by our negligence. Members and clients are encouraged to take appropriate precautions with valuables.

Indemnity

You agree to indemnify Wellstrong against any claim, loss, or expense arising from your breach of these Terms, your misuse of the facility, or your failure to disclose relevant health information prior to commencing services.

7. Website and Online Services

These Terms apply to your use of the Wellstrong website and any digital platforms or online tools we provide, including booking systems, coaching platforms, and client portals.

When accessing our website or online services, you agree not to:

use automated tools to scrape, crawl, or extract data from our website
attempt to gain unauthorised access to any system, account, or data
upload or transmit any content that is unlawful, harmful, or misleading
interfere with the operation of our website or digital services

Our website may contain links to third-party websites and platforms (including Cliniko, TrainHeroic, and Stripe). We are not responsible for the content or privacy practices of those third parties.

8. NDIS-Funded Services

Where Wellstrong provides services funded under the National Disability Insurance Scheme (NDIS), the following additional terms apply.

We will:

deliver supports in accordance with your NDIS plan and the terms of your service agreement
comply with the NDIS Code of Conduct and NDIS Practice Standards
provide you with a written service agreement prior to commencing funded supports
maintain appropriate records and meet all NDIS reporting and compliance obligations

You have the right to raise concerns or complaints about NDIS-funded services with Wellstrong directly, or with the NDIS Quality and Safeguards Commission. Contact details for the Commission are available at www.ndiscommission.gov.au

9. Department of Veterans’ Affairs Services

Where Wellstrong provides services to eligible veterans under DVA arrangements, services will be delivered in accordance with DVA requirements and any applicable treatment cycle or referral authorisation. Clients accessing DVA-funded services should ensure that appropriate referrals and authorisations are in place prior to commencing treatment

10. Suspension and Termination

Wellstrong may suspend or terminate your membership or access to services, with or without notice, where:

you breach these Terms or your service or membership agreement
your conduct poses a risk to the safety or wellbeing of staff, members, or other clients
you fail to meet payment obligations and do not remedy the failure within a reasonable time
we are required to do so by law

Where termination is due to a breach, we will provide written notice and an opportunity to respond where reasonably practicable. Refunds in the event of termination will be assessed in accordance with these Terms and applicable law.

11. Privacy

The collection and handling of your personal information is governed by our Privacy Policy, which forms part of these Terms and is available at wellstrong.com.au or upon request. By using our services, you acknowledge that you have read and understood our Privacy Policy.

12. Intellectual Property

All content on the Wellstrong website, training programs, assessment tools, and related materials are the intellectual property of Wellstrong Group Pty Ltd or our licensors. You must not reproduce, distribute, or use any such content for commercial purposes without our prior written consent.

Training programs and assessments prepared for you by Wellstrong practitioners are provided for your personal use only and must not be shared or distributed without our consent.

13. Complaints and Dispute Resolution

If you have a complaint about our services, we encourage you to raise it with us in the first instance. You may do so by contacting us at:

Wellstrong Group Pty Ltd

Email: [email protected]

Website: wellstrong.com.au

We will acknowledge your complaint promptly and endeavour to respond within 30 days. Where the matter requires further investigation, we will keep you informed of progress.

If you are not satisfied with our response, you may contact the relevant external body depending on the nature of your complaint, including:

the Office of the Australian Information Commissioner (oaic.gov.au) for privacy-related complaints
the NDIS Quality and Safeguards Commission (ndiscommission.gov.au) for complaints about NDIS-funded supports
Exercise and Sports Science Australia (essa.org.au) for concerns about professional conduct of an Exercise Physiologist

14. General

Governing Law

These Terms are governed by the laws of Western Australia and the Commonwealth of Australia. Any dispute arising under these Terms will be subject to the non-exclusive jurisdiction of the courts of Western Australia.

Severability

If any provision of these Terms is found to be invalid, unenforceable, or inconsistent with applicable law, that provision will be modified to the minimum extent necessary to make it valid and enforceable. The remainder of the Terms will continue in full force.

Updates to These Terms

We may update these Terms from time to time. The current version will be published at wellstrong.com.au with an updated effective date. Continued use of our services following publication of updated Terms constitutes your acceptance of those Terms.

Entire Agreement

These Terms, together with your service agreement, membership agreement, and our Privacy Policy, constitute the entire agreement between you and Wellstrong in relation to your use of our services and facilities.

Terms of Use