Efficient Effort Client Policies and Privacy
About these policies
These policies apply to every client of Efficient Effort Pty Ltd (ABN 75 661 764 012), across all coaches and services. Clients agree to them when they book with us and accept our privacy policy.
They exist so we can keep sessions available for the people who need them and run the business fairly for everyone. If something here doesn't fit your situation, talk to us. We would rather work it out than enforce a rule blindly.
Services covered: strength and conditioning, personal training, exercise rehabilitation, manual therapy and massage, assessments and discovery calls.
Cancellation and rescheduling
We need at least 24 hours' notice to cancel or reschedule a session at no charge.
How to cancel: reply to your booking confirmation or reminder, by text or email. A cancellation counts from the time we receive it.
Rescheduling with 24 hours' notice is free and unlimited. Rescheduling with less than 24 hours' notice is charged as a late change: the original session is charged at 100%, and the new session is charged as normal.
Recurring bookings: if you can't make your regular slot, please cancel it so another client can use it. Repeated late changes may mean we can't hold a regular slot for you.
If we cancel: if your coach needs to cancel, we will give you as much notice as possible and you will never be charged. Any deposit or prepaid session carries over in full.
Coach cover: if your coach is unavailable, any Efficient Effort coach may run your session. Hands-on treatment such as massage and manual therapy is only done by your treating practitioner, so those sessions are rescheduled instead.
Late cancellation and no-show fees
Late cancellations, late reschedules and no-shows are all charged the full session fee.
Cancelled or rescheduled 24+ hours before: no charge
Cancelled less than 24 hours before: 100% of the session fee
Rescheduled less than 24 hours before: 100% of the original session fee, plus the new session at the normal rate
No-show, or more than 15 minutes late without notice: 100% of the session fee
Package or prepaid sessions: a late cancellation, late reschedule or no-show uses a session from your package
Arriving late: your session still finishes at its booked time, at the full fee.
Illness and emergencies: if you're unwell, please don't come in. Fees for late changes due to illness or emergencies are reviewed case by case, and your coach may reduce or waive them.
Payment: fees are charged to the card on file or invoiced, and must be paid before your next booking.
Health funds: late cancellation and no-show fees can't be claimed from your health fund.
Deposits
Depending on the session type, you may need to pay a 50% deposit when booking. The deposit comes off the session fee.
Who pays: new and existing clients booking certain session types. We will let you know when you book if a deposit applies. Free discovery calls never need a deposit.
How it's used: the deposit is deducted from your session fee on the day.
Cancel with 24+ hours' notice: the deposit is refunded in full, or held as credit if you reschedule.
Cancel within 24 hours or no-show: the deposit is kept and counts toward the late cancellation or no-show fee.
Card details: we may ask you to save a card when booking online. It is stored securely by our payment provider and only charged in line with these policies.
Payment terms
Sessions are paid on the day; invoices are due within 7 days.
Single sessions: paid at the end of each session by card or bank transfer.
Packages and prepaid sessions: paid in full before the first session. Packages expire 1 month after their planned finish date and are non-transferable. Unused sessions are not refunded, except in extraordinary circumstances, which we manage case by case, or where a medical certificate shows why a refund is needed. This doesn't affect your rights under Australian Consumer Law.
Pausing a package: if you tell us in advance about a planned break, such as a holiday or parental leave, we can pause your package and extend its expiry. Pauses are agreed case by case. Breaks we aren't told about beforehand don't extend the expiry.
Invoices: where we issue an invoice (for example to teams, schools or companies), payment is due within 7 days of the invoice date.
Bank transfer: to Efficient Effort Pty Ltd. Our bank details are on your invoice; please use your invoice number as the reference. Our bank details will never change by email. If you're unsure, confirm with us in person before paying.
Health fund claims: eligible sessions with a registered provider are invoiced with the provider number and item number. You pay the full fee and claim the rebate from your fund. Check your cover with your fund before booking, as we can't guarantee a rebate.
Overdue accounts: if an account is more than 14 days overdue, we may pause future bookings until it is paid.
Prices may change with at least 30 days' notice. Prepaid packages keep the price you paid.
Consent to assessment, training and treatment
By agreeing to these policies, you consent to take part in assessment, exercise and hands-on treatment, understanding the benefits and risks.
What you're agreeing to
Movement, strength and fitness assessments, and exercise programs designed for you.
Where relevant, hands-on techniques such as massage, soft tissue and manual therapy. Your coach will explain any hands-on technique before using it, and you can say no or stop at any time.
Programs and advice delivered in person and through our online coaching platform.
Risks
Exercise and manual therapy carry some risk, including muscle soreness, fatigue, strains, sprains and, rarely, more serious injury or cardiac events. We reduce these risks by screening your health, progressing training gradually and supervising sessions. You agree to work within your limits and tell your coach straight away if anything feels wrong.
Your health information
You will complete a health screening before your first session, and tell us about any change in your health, injuries, medications or pregnancy.
We may ask for medical clearance from your doctor before starting or continuing.
Our coaches are not doctors and don't diagnose medical conditions. We will refer you to a medical or allied health professional when needed.
Clients under 18
A parent or guardian must be on site at the first session to complete the health screening and intake form, and stay contactable during sessions.
Working With Children Check: all Efficient Effort coaches hold a current NSW Working With Children Check, and we can provide WWCC numbers on request.
Withdrawing consent
You can withdraw your consent to any part of your training or treatment at any time by telling your coach.
Consent to filming, photos and social media
We only film or post you with your consent, and you choose how far that consent goes.
We film sessions mainly to coach your technique. With your permission, we may also share clips and photos on Efficient Effort's social media and website. We never share your health details, injuries or results without separate, specific permission.
Your filming choices
Unless you tell us otherwise, you consent to being filmed and photographed during sessions, and to clips and photos being shared on Efficient Effort's social media and website, including your face and a tag.
You can choose any of the following at any time by telling your coach or messaging us:
No filming or photos at all
Filming for coaching only, never posted
Posts that don't show your face
Posts that don't name or tag you
We record your choice on your client file and every coach follows it.
Verbal consent on the day
Before filming anything to post, your coach will check with you on the day. Saying yes on the day never goes beyond the choices you've made above.
Changing your mind
You can change your choice or withdraw consent at any time by telling your coach or messaging us. If you wish for posts to be removed, we are happy to find a solution that fits all parties. We can't control copies others have already shared or saved.
Clients under 18
For clients under 18, a parent or guardian makes these filming choices on their behalf, and their choice applies. We will still check with your child before posting anything. We never tag children or post their full name, school or location.
Privacy policy
This section explains how we collect, use and protect your personal and health information. We handle it in line with the Australian Privacy Principles and the NSW Health Records and Information Privacy Act 2002.
What we collect
Contact details and date of birth
Health information, such as your health screening, injuries, medical history, treatment notes and progress records
Booking, payment and health fund details
Photos and video, in line with your filming choices
How we collect it
Mostly from you, through bookings, intake forms and sessions. With your consent, we may also receive information from your doctor or other health professionals. For clients under 18, we also collect information from a parent or guardian.
How we use it
To coach and treat you safely, manage bookings and payments, issue health fund invoices and contact you about your sessions. We never sell your information.
Who we share it with
Your Efficient Effort coaches
Our software providers, including our practice software (Cliniko), online coaching platform (Everfit) and payment provider, who store it securely for us
Other health professionals, only with your consent
Anyone the law requires us to share it with
Some providers may store information outside Australia. Where they do, we take reasonable steps to make sure it is protected to the same standard.
Keeping it secure
Your records are stored in secure, password-protected systems and only accessed by people who need them. We keep health records for at least 7 years after your last session, or for clients under 18, until they turn 25.
Access and correction
You can ask to see or correct your information at any time, and we'll respond within 30 days.
Questions and complaints
Contact us through email or speak to your coach, and we'll respond within 30 days. If you're not satisfied, you can contact the Office of the Australian Information Commissioner (oaic.gov.au) or, for health information, the NSW Information and Privacy Commission (ipc.nsw.gov.au).
Agreeing to these policies
You agree to these policies when you book with us and accept our privacy policy. For clients under 18, a parent or guardian agrees on their behalf.