Last Updated: 11/2025

Welcome to Wello Occupational Therapy (“Wello OT”, “we”, “our”, “us”). By accessing our website, booking an appointment, or using our Occupational Therapy services, you acknowledge that you have read, understood, and agree to these Terms & Conditions.

If you do not agree to these terms, please do not use our services or website.

1. About Our Services

Wello OT provides in-home and community-based Occupational Therapy services for adults across the NDIS, Support at Home program, and DVA. Services include:

• Functional Capacity Assessments

• SIL/SDA Assessments and Reports

• Assistive Technology Prescription

• Home Modifications

• Independent Living Skills training

• Cognitive, mobility, and pressure care assessments

• Ongoing therapy, review sessions, and telehealth services

All services are delivered by an AHPRA-registered Occupational Therapist.

2. Eligibility and Scope

To use our services, you must:

• Be over 18 years of age (or have a legal guardian present)

• Live within our service region (Metro Melbourne unless otherwise arranged)

• Provide accurate personal, medical, and supporting information

• Have a valid NDIS Plan, Support at Home approval, DVA eligibility, or private funding arranged

We reserve the right to decline services if they fall outside our clinical scope, safety parameters, or professional capability.

3. Appointments, Cancellations & Charges

3.1 Booking Appointments

Appointments may be booked via email, phone, or referral from your support coordinator or health provider.

3.2 Cancellations

We require at least 48 hours’ notice to cancel or reschedule an appointment.

Cancellations within 48 hours may incur a cancellation fee up to the full cost of the scheduled service, in line with NDIS and allied health standards.

3.3 Travel Fees

Travel time and expenses may be charged according to:

• NDIS pricing arrangements

• Support at Home guidelines

• DVA or private billing agreements

3.4 Non-Attendance

If we attend your scheduled appointment location and you are:

• Not home,

• Not available, or

• Unable to participate,
  you may be charged the full fee for the appointment.

4. Reports, Documentation & Timeframes

We aim to complete reports (NDIS, DVA, Support at Home etc.) promptly. Standard turnaround times are approximately 2–4 weeks, depending on:

• Completeness of information provided

• Complexity of the assessment

• External communication needs (e.g., other providers)

• Urgency of funding requirements

Urgent reports may incur additional fees or may not be feasible depending on availability.

5. Fees & Payments

5.1 NDIS Participants

Fees follow the current NDIS Price Guide and may include:

• Therapy sessions

• Travel and mileage

• Report writing

• Administration related to your plan

Payment is processed through:

• Plan managers

• Self-managed participants

• NDIA (agency-managed) where applicable

5.2 Support at Home clients

Pricing aligns with Support at Home guidelines and agreed service arrangements.

5.3 DVA Clients

Services and payments follow DVA rules and approval pathways.

5.4 Private Clients

An invoice will be issued after sessions. Payment terms: 7 days from invoice date.

Late payments may result in services being paused until the account is settled.

6. Client Responsibilities

By engaging Wello OT, you agree to:

• Provide accurate and complete information relevant to assessments and therapy

• Ensure a safe environment during home visits

• Notify us of hazards, risks, or accessibility issues

• Participate actively and honestly in assessments

• Use recommended equipment safely and as instructed

• Not misuse or falsify reports or documentation

7. Our Responsibilities

We agree to:

• Provide high-quality, evidence-based Occupational Therapy services

• Maintain AHPRA registration and comply with clinical standards

• Communicate clearly and transparently

• Respect your privacy and confidentiality

• Provide reports and documents in a timely manner

• Deliver services safely and professionally

• Operate in accordance with legal and ethical obligations

8. Telehealth

Telehealth may be used when appropriate.

Clients are responsible for ensuring:

• A private and quiet environment

• A stable internet connection

• Appropriate technology setup

Telehealth carries some limitations compared to in-person assessments; we will advise when in-person service is clinically necessary.

9. Confidentiality & Privacy

We collect, store, and use personal and sensitive information in accordance with our Privacy Policy and Australian privacy law.

We may share relevant information with:

• Support coordinators

• Plan managers

• Healthcare providers

• Funding agencies (e.g., NDIS, DVA)
  —but only with your consent or when required by law.

10. Limitation of Liability

To the maximum extent permitted by Australian law, Wello OT is not liable for:

• Any loss or damage arising from misuse of reports or recommendations

• Injuries resulting from incorrect use of assistive technology

• Delays caused by external providers or third parties

• Issues related to home environments outside our control

• Service interruptions beyond our reasonable control (e.g., illness, emergencies, technical failures)

We do not guarantee funding outcomes from NDIS, Support at Home, or DVA.

All recommendations are based on clinical judgement but cannot eliminate all risks.

11. Website Use

By using our website, you agree not to:

• Copy or redistribute content without permission

• Attempt to access restricted areas or systems

• Use the website for unlawful or harmful purposes

All website content is provided for general informational purposes only and is not clinical advice.

12. Changes to These Terms

We may update these Terms & Conditions at any time. The updated version will be posted on our website with the new date. Continued use of our services constitutes acceptance of the updated terms.

13. Contact Us

For questions about these Terms & Conditions or to request clarification:

Wello Occupational Therapy
📧 danni@wellotherapy.com.au
📞 0449 944 847
📍 Metro Melbourne