Last updated: 10 October 2026

iCare Remedial Massage ("we", "us") provides remedial, medical, sports and relaxation massage in Mulgrave, Victoria, with home visits across Melbourne's south east. This policy explains how we collect, use, store and share your personal and health information, and how you can access or correct it.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and health information in line with the Health Records Act 2001 (Victoria) and the Health Privacy Principles.

Information We Collect

We only collect what we need to book, treat and care for you. Depending on how you use our services, this can include:

• Contact details: your name, phone number, email address and, for home visits, the address where treatment will take place.
• Health information: your health and injury history, current conditions, medications, pregnancy status, assessment findings, treatment notes and progress.
• Funding details: your health fund membership details, WorkCover claim number and claim agent details, or Home Care Package provider and package manager details.
• Booking and payment records: appointment dates, services, fees and receipts.
• Job applications: your resume, cover letter, qualifications, association membership, insurance and ABN details, and a police check where we ask for one.

For general enquiries you can deal with us without giving your name. We cannot treat you or process a claim without your identifying details.

How We Collect It

We collect most information directly from you: through our online booking form (a Google Form), by email or phone, and in person at your appointment. With your consent, we may also collect information from your GP or another health practitioner, your health fund, your WorkCover claim agent, your package manager or care coordinator, or a family member or carer acting for you.

How We Use It

• To assess your needs and provide safe, appropriate treatment.
• To keep accurate clinical records of your care.
• To manage bookings, send confirmations and reminders, and follow up after treatment.
• To issue receipts and invoices and process health fund, WorkCover and Home Care Package claims.
• To meet our legal, insurance and professional obligations.
• To assess job applications.

We use health information only for the purpose you gave it for, or a closely related purpose you would reasonably expect, unless you agree otherwise or the law requires or allows it.

Who We Share It With

We keep your information confidential. We only share it:

• with your consent, for example with your GP or another practitioner involved in your care;
• with your health fund, WorkCover claim agent or package manager, to the extent needed to process your claim or invoice;
• with the online services we use to run the business, such as our booking form and email providers; and
• where the law requires or allows it, for example under a court order, to lessen a serious threat to someone's life, health or safety, or with our insurer or professional association in connection with a claim or complaint.

We do not sell your information, and we will not use your contact details for marketing unless you have agreed.

Storage and Overseas Providers

Some of the online services we use, including Google Forms for bookings, may store or process information on servers outside Australia. We choose reputable providers and take reasonable steps to protect your information, but those providers' own privacy policies also apply to what you enter into their services.

Security and How Long We Keep Records

We keep your information in secure electronic or paper form, limit access to the people who need it, and use passwords and other reasonable safeguards.

We keep clinical records for at least seven years after your last appointment. If a record was created when you were under 18, we keep it until you turn 25, or for seven years after your last appointment if that is later. After that we securely destroy or de-identify it. We keep job applications only for as long as we need them for recruitment, then delete them securely.

Our Website

This website has no user accounts, and we have not added advertising or analytics tracking to it. It does load content from Google, including web fonts and an embedded map on the home page, so Google may receive technical information such as your IP address when you visit. Our booking and application buttons open Google Forms, which Google operates under its own privacy policy. This policy does not cover other websites we link to.

Accessing and Correcting Your Information

You can ask to see the information we hold about you, or to correct it, at any time by emailing Icaremassage24@proton.me. We will confirm your identity first, then respond within a reasonable time and within the time the law requires. In limited circumstances the law allows us to refuse access, and if we do we will tell you why in writing.

Data Breaches

If there is a data breach that is likely to result in serious harm, we will act quickly to contain it and will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

Questions and Complaints

If you have a question or concern about how we handle your information, email Icaremassage24@proton.me or call 0455 519 408 and we will respond as soon as we can. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992) or the Health Complaints Commissioner Victoria (hcc.vic.gov.au, 1300 582 113).

Changes to This Policy

We may update this policy from time to time. The latest version is always on this page, with the date it was last updated at the top.

Last updated: 10 October 2026

These terms apply when you book or receive services from iCare Remedial Massage ("we", "us") and when you use this website. By booking an appointment or using the website, you agree to them. They sit alongside our Privacy Policy, Cancellation Policy and Funding and Claims terms.

Bookings

You can request an appointment through our online booking form. Your booking is confirmed once we reply to confirm the date, time and location. We may need to reschedule an appointment, and if we do we will contact you as early as we can and offer you another time.

Fees and Payment

Our fees are listed on the Pricing page and are in Australian dollars. The fee that applies is the one in place when you book. Home visits include a travel fee based on the journey time, and for journeys over one hour the travel fee is agreed with you before the booking is confirmed. Payment is due at the end of your appointment unless a funded arrangement (see Funding and Claims) has been approved in advance.

Cancellations and Late Arrivals

We ask for at least 24 hours' notice to cancel or change an appointment. A cancellation fee may apply if you give less notice. See our Cancellation Policy for details. If you arrive late, we will treat you for the time remaining in your booking. We may need to shorten the session so that we do not run into the next client's time.

Your Health Information and Suitability for Treatment

Treatment depends on an assessment of your health and needs. You agree to give us accurate and complete information, including any conditions, medications or pregnancy, and to tell us if anything changes. We may decline or stop treatment, or refer you to another practitioner, if we think massage is not safe or suitable for you.

Respectful Conduct

We are committed to a safe, professional environment for our clients and staff. We may refuse or end a treatment immediately, without refund of the session fee, if a person behaves in an inappropriate, abusive or sexual manner, or attends under the influence of alcohol or drugs. You can also ask us to pause or stop a treatment at any time.

Home Visits

For home and workplace visits, please provide a clean, safe and accessible space for our massage table, secure any pets, and make sure parking is available nearby. We may postpone, end or refuse a home visit if we believe the environment is unsafe, and the travel fee and cancellation fee may still apply.

Using This Website

You may use this website for your own personal, non-commercial purposes. Please do not misuse it, interfere with its operation, or try to gain unauthorised access to it. We may change or remove content on the website at any time.

Intellectual Property and Disclaimer

The information on this website is general information about our services and about massage therapy. It is not medical advice, and results vary from person to person. Please see your doctor or another qualified health professional about your own health. We try to keep the website accurate and up to date, but prices, availability and service details can change, so please confirm them with us when you book.

The text, images, logos, design and other content on this website are owned by us or used with permission, and are protected by copyright. You may view the website and print pages for your own personal, non-commercial use, but you may not copy, reproduce, modify or distribute any content without our written permission. Logos of other organisations are trademarks of their respective owners.

If you appear in a photo on this website and would like it removed, email Icaremassage24@proton.me and we will remove it promptly. To the extent the law allows, we are not responsible for loss or damage that results from relying on the information on this website, or from the website being unavailable or containing errors.

Your Rights Under Australian Law

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.

Changes to These Terms

We may update these terms from time to time. The version on this page when you book is the one that applies to that booking.

Governing Law

These terms are governed by the laws of Victoria, Australia, and you and we submit to the non-exclusive jurisdiction of the courts of Victoria.

Contact

Questions about these terms? Email Icaremassage24@proton.me or call 0455 519 408.

Last updated: 10 October 2026

We understand that life happens and plans change! To ensure we can accommodate other clients, we ask for a minimum of 24 hours' notice if you need to cancel or change your appointment. Failure to provide 24 hours' notice may result in a cancellation fee of up to 50% of your treatment cost.

How to Cancel

If you need to cancel or change your appointment, please contact us by email at Icaremassage24@proton.me or by calling us on 0455 519 408. Please include your name and the date and time of your appointment so we can find your booking.

How the 24 Hours' Notice Works

• Notice must reach us at least 24 hours before your appointment start time. For example, for a 2:00 pm appointment on Friday, we need to hear from you by 2:00 pm on Thursday.
• Notice must be given by email to Icaremassage24@proton.me or by calling 0455 519 408. Please include your name and the date and time of your appointment so we can find your booking.
• Your notice counts from the time we receive your email or answer your call, not from the time you wrote it. We will reply to confirm that your cancellation or change has been received. If you do not hear back, please follow up so there is no confusion.
• The 24 hours is counted in real time, including weekends and public holidays, not business hours.
• If you would like to reschedule rather than cancel, include a few times that suit you. Changing your appointment to a new time also needs 24 hours' notice.

No-Shows

If you do not attend your appointment and have not contacted us, we may charge a cancellation fee of up to 50% of your treatment cost.

Emergencies and Illness

We know that genuine emergencies and sudden illness happen. Please contact us as soon as you can, and we will consider your circumstances. We may waive the fee at our discretion.

Home Visits

The same 24 hours' notice applies to home and workplace visits. Because our therapist sets aside time for travel as well as treatment, short-notice cancellations of home visits cannot be filled by another client.

Funded Sessions

Cancellation fees generally cannot be claimed from a health fund. They may also not be claimable under WorkCover or a Home Care Package. Where that is the case, the fee is payable by you directly, or as set out in your service agreement.

If We Need to Cancel

If we have to cancel or change your appointment, we will let you know as early as we can and offer you another time. You will not be charged for an appointment we cancel.

See also our Terms and Conditions.

Last updated: 10 October 2026

We are a registered provider with most major health funds and a WorkCover registered provider, and we are an approved Home Care Package provider. This page explains how claims work, so there are no surprises.

Private Health Funds

• Your rebate depends on your fund, your level of cover, your annual limits and any waiting periods. Please check your cover with your fund before you book.
• You pay for your appointment on the day, and any rebate is paid to you by your fund according to your policy.
• We are not responsible if your fund reduces or declines a claim.

WorkCover

• To treat you under a WorkCover claim, we need your accepted claim number, your claim agent's details, and the agent's approval for the treatment before your appointment.
• If treatment has not been approved, or the agent does not pay all or part of our fee, the unpaid amount is payable by you unless we have agreed otherwise in writing.
• We may share your treatment information with your claim agent as needed to process your claim, in line with our Privacy Policy.

Home Care Packages

• We need a service agreement and approved budget agreed with you and your package manager or care coordinator before we start.
• Session and travel fees are as shown on our Pricing page, including the Allied Health Assistant rate where it applies to funded sessions.
• If your package funds do not cover a session or a fee, the gap is payable by you, or sessions may need to pause until funding is available.

Cancellation Fees

Cancellation fees may not be claimable from your health fund, WorkCover or your package. See our Cancellation Policy.

Receipts and Information

Please give us accurate details for your claim, and keep your receipts. If you are not sure whether your funding is accepted, email Icaremassage24@proton.me or call 0455 519 408 before you book and we will help.