Recovery Membership Terms and Conditions
Effective date: 5 August 2026
These Terms and Conditions apply to the Recovery Membership offered by The Sports Recovery Hub (“TSRH”, “we”, “us” or “our”), located at 767 Old Calder Highway, Keilor VIC 3036.
By joining the Recovery Membership, you confirm that you have read, understood and agreed to these Terms and Conditions and authorise TSRH’s payment provider to process the recurring payments described below.
1. Membership summary
The Recovery Membership includes:
One 45-minute remedial massage or myotherapy appointment during each monthly billing cycle
A membership price of $99 per month
A complimentary introductory 45-minute treatment
No joining fee
A minimum commitment of six successful monthly payments
Continued month-to-month membership after the minimum commitment until cancelled
All appointments remain subject to practitioner availability and clinical suitability.
2. Complimentary introductory treatment
New members receive one complimentary 45-minute remedial massage or myotherapy appointment after completing the membership signup process and providing a valid payment method.
The complimentary appointment must be used within 30 days of joining unless otherwise agreed by TSRH.
The first $99 membership payment will ordinarily be collected 30 days after joining. Six successful monthly payments are then required to complete the minimum membership commitment.
If a person receives the complimentary appointment but cancels the payment authority, disputes the authorised arrangement or otherwise does not proceed with the agreed membership, TSRH may charge the standard fee for the introductory appointment where permitted by law.
This does not limit any rights the member may have under the Australian Consumer Law.
3. Membership payments
The membership fee is $99 per monthly billing cycle.
By joining, you authorise TSRH and its payment provider, Stripe, to automatically charge your nominated payment method:
After the complimentary introductory period
On approximately the same billing date each month
Until the membership is cancelled in accordance with these terms
Stripe processing fees are included in the advertised membership price and will not be added separately.
The $99 monthly price will remain fixed throughout your initial six-payment commitment.
4. Minimum commitment
The Recovery Membership requires a minimum of six successful monthly payments following the complimentary introductory period.
The minimum commitment is based on the number of successful payments collected, not simply the amount of time that has passed since joining.
The minimum commitment may be extended where:
A payment fails or remains outstanding
A membership is paused
A payment is refunded
A scheduled billing cycle is deferred at the member’s request
After six successful monthly payments, the membership automatically continues on a month-to-month basis until cancelled.
5. Included monthly appointment
Each successful $99 payment provides one 45-minute remedial massage or myotherapy appointment.
Appointments may be provided by an appropriately qualified TSRH practitioner, subject to:
Practitioner availability
The service being clinically appropriate
The practitioner being suitably qualified to provide the requested service
The member’s account being paid and current
Membership does not guarantee access to a particular practitioner, day or appointment time.
Members are encouraged to book appointments in advance.
6. Appointment credits and rollover
One treatment credit is created after each successful monthly payment.
A maximum of one unused treatment credit may roll over at any time.
Each paid treatment credit expires 60 days after its payment date unless otherwise required by law or agreed by TSRH.
Members cannot accumulate more than two available appointments, consisting of:
The current monthly treatment; and
A maximum of one rolled-over treatment.
Additional unused credits do not accumulate.
The complimentary introductory treatment does not roll over and must ordinarily be used within its introductory period.
Treatment credits:
Cannot be exchanged for cash
Cannot be transferred to another person
Cannot be used to purchase another TSRH service
Cannot be used after expiry
May only be used while all required payments are current
Nothing in this section excludes rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
7. Booking appointments
Recovery Membership appointments must be booked through TSRH’s approved booking process.
Members may book through:
The TSRH online booking system, where membership appointments are available
TSRH reception
OfficeHQ reception acting on behalf of TSRH
Directly with TSRH staff
Appointment availability is not guaranteed. Members are encouraged to prebook their next six appointments when joining.
TSRH may limit membership appointments to designated times to maintain an efficient appointment schedule.
8. Appointment changes and cancellations
TSRH’s standard appointment cancellation policy applies to Recovery Membership appointments.
Where more than 12 hours’ notice is provided, the appointment may be transferred to another suitable time, subject to availability and the credit’s original expiry date.
Where less than 12 hours’ notice is provided, the associated appointment credit may be forfeited.
Where less than six hours’ notice is provided, or the member does not attend, the appointment will ordinarily be treated as used and the monthly treatment credit will be forfeited.
Repeated late cancellations, non-attendance or misuse of the booking system may result in online booking access being restricted.
TSRH may exercise reasonable discretion in cases involving emergencies, illness, hospitalisation or other exceptional circumstances.
9. Sixty-minute upgrades
A member may request to upgrade an included 45-minute appointment to 60 minutes, subject to availability.
The current upgrade fee is $20.
The upgrade fee is payable separately and is not included in the $99 monthly membership payment.
Members who regularly require 60-minute appointments may be offered a different membership option.
10. Additional appointments
An active member may access one additional 45-minute remedial massage or myotherapy appointment during a monthly billing cycle at the current member rate, subject to availability.
Additional appointments:
Are not included in the monthly membership fee
Must be paid for separately
Do not create additional rollover credits
Remain subject to TSRH’s cancellation policy
11. Failed payments
If a payment fails:
Stripe may automatically retry the payment
The member may receive an email asking them to update their payment method
Membership benefits and treatment credits may be temporarily suspended
Membership appointments cannot be redeemed while the relevant payment remains outstanding
The member is responsible for maintaining a valid payment method and current contact information.
If a payment remains outstanding, TSRH may suspend or cancel the membership after providing reasonable notice.
Cancellation by TSRH due to failed payments does not automatically remove an amount that was validly payable before cancellation.
12. Pausing a membership
A member may request one pause during the initial minimum commitment.
Unless otherwise approved, a pause:
Must be requested before the next billing date
May last for up to four weeks
Must be approved by TSRH
Will extend the minimum commitment and expected completion date
Does not create an additional treatment credit
Additional or longer pauses may be considered for pregnancy, significant illness, surgery, extended travel or other exceptional circumstances.
Approval will be considered reasonably and may require relevant supporting information.
13. Cancelling during the minimum commitment
The membership cannot ordinarily be cancelled for change of mind before six successful monthly payments have been completed.
A member may request early cancellation in the following circumstances.
Medical condition
The member develops a medical condition that substantially prevents them from safely or reasonably using the membership for the remainder of the minimum commitment.
A letter from the member’s general practitioner or relevant treating medical practitioner must be provided. The letter must confirm that the member is unable to receive remedial massage or myotherapy for the relevant period. It does not need to disclose the member’s diagnosis or unnecessary clinical information.
Where the medical restriction is temporary, TSRH may offer a membership pause instead of cancellation where this is reasonable and appropriate.
Permanent relocation
The member permanently relocates to a new residential address at least 25 kilometres from The Sports Recovery Hub.
Reasonable evidence of the new residential address must be provided. This may include a tenancy agreement, utility account, government correspondence or another document reasonably accepted by TSRH.
The member may redact financial account numbers and other information that is not required to verify the new address.
Financial hardship
The member experiences genuine and significant financial hardship that makes continuing the membership payments unreasonable.
Reasonable evidence of financial hardship must be provided. This may include evidence of job loss, a Centrelink document, a letter from a financial counsellor, evidence of a substantial reduction in income or another document reasonably accepted by TSRH.
TSRH will only request information reasonably necessary to assess the request. Members may redact unrelated account transactions, account numbers and other unnecessary personal information.
TSRH may offer a temporary pause, adjusted payment date or cancellation, depending on the nature and expected duration of the hardship.
Substantial inability to access membership services
Early cancellation may be requested where the member is substantially unable to access their included membership service because:
No suitably qualified TSRH practitioner is available to provide the included service within the relevant monthly billing cycle; and
TSRH cannot offer a reasonable alternative practitioner, appointment time or extension of the treatment credit.
A member will not ordinarily be considered substantially unable to access the service solely because:
Their preferred practitioner is unavailable but another suitable practitioner is available;
Their preferred day or appointment time is unavailable;
They decline reasonable alternative appointments offered during the relevant period; or
Their own availability prevents them from accepting reasonable appointment options.
Other exceptional circumstances
TSRH may consider another serious or exceptional circumstance where requiring the member to complete the minimum commitment would be unreasonable.
Request and assessment process
Requests for early cancellation must:
Be submitted to TSRH in writing to tmbcsports@gmail.com
Explain the reason for the request;
Include the applicable supporting documentation; and
Be made as soon as reasonably practicable after the relevant circumstances arise.
TSRH will assess each request reasonably, fairly and in accordance with applicable privacy and consumer laws.
Where early cancellation is approved:
Future recurring payments will be stopped;
No separate early cancellation penalty will be charged;
Amounts validly due before the approved cancellation date may remain payable; and
Paid, unused treatment credits will be managed in accordance with these terms and applicable law.
Nothing in this section limits a member’s right to cancel or obtain another remedy where required under the Australian Consumer Law.
14. Cancelling after the minimum commitment
After six successful monthly payments, the member may cancel by providing at least 14 days’ written notice before their next billing date.
Cancellation requests must be submitted directly to TSRH through its website contact form or another written communication method approved by TSRH.
Telling a practitioner during an appointment does not by itself complete the cancellation process unless TSRH confirms the cancellation in writing.
If sufficient notice is received, the subscription will end at the conclusion of the current paid billing period.
If the request is received fewer than 14 days before the next billing date, the next scheduled payment may be processed and cancellation will take effect at the end of that billing period.
TSRH will provide written confirmation when the cancellation has been processed.
15. Treatment credits after cancellation
Paid and unexpired treatment credits may continue to be used until their stated expiry date, provided:
The associated payment has not been refunded or reversed
The member has no overdue amount
The appointment is booked in accordance with these terms
The service remains clinically appropriate
Complimentary or promotional credits expire when the membership ends unless TSRH confirms otherwise.
16. Automatic continuation
After the minimum commitment is completed, the membership automatically continues from month to month at the applicable membership price.
No new fixed-term commitment begins.
The member may cancel the continuing membership in accordance with section 14.
TSRH will not automatically renew the member into another six-payment minimum term without obtaining further agreement.
17. Price changes
The $99 monthly price will not change during the member’s initial six-payment commitment.
After the minimum commitment, TSRH may change the ongoing membership price by giving at least 30 days’ written notice.
The notice will state:
The new price
The date it will take effect
How the member may cancel before the change
If the member does not accept the new price, they may cancel before it takes effect without a cancellation fee.
18. Membership changes
TSRH may make reasonable changes to membership administration, booking processes or included benefits.
Where a proposed change would materially disadvantage a member, TSRH will provide reasonable advance notice and explain the member’s available options.
A material change will not reduce the core benefits already paid for without an appropriate remedy being offered.
19. Practitioner availability and clinical decisions
Membership does not create an entitlement to treatment where a practitioner reasonably determines that:
Treatment is not clinically appropriate
Another type of healthcare is more appropriate
Treatment should be delayed or modified
A referral or medical review is required
Providing the requested service would be unsafe or outside the practitioner’s scope
Where appropriate, TSRH may recommend another practitioner, service or healthcare provider.
Membership is not a substitute for emergency or urgent medical care.
20. Private health insurance
Eligibility for private health insurance rebates depends on:
The member’s individual policy
The treating practitioner
The service actually provided
The member’s available benefits
The requirements of the relevant health fund
TSRH does not guarantee that a membership appointment will be eligible for a rebate.
A private health insurance claim may only be processed after an eligible treatment has been provided.
Receipts and claims will reflect the service delivered, the treating practitioner, the treatment date and the amount properly allocated to that treatment.
Members should contact their health fund directly if they are uncertain about their cover.
21. Refunds and consumer rights
Membership payments are not refundable merely because a member:
Changes their mind
Does not book an appointment
Fails to attend an appointment
Allows a treatment credit to expire
Does not use the membership as frequently as intended
However, nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law or another law that cannot lawfully be excluded.
Where services do not comply with an applicable consumer guarantee, the member may be entitled to a remedy including repeat performance, cancellation, a refund or compensation, depending on the circumstances.
22. Member conduct
Members must treat TSRH staff, practitioners and other patients respectfully.
TSRH may suspend or terminate a membership for:
Threatening, abusive or unsafe conduct
Fraudulent use of the membership
Repeated payment disputes concerning authorised payments
Deliberate misuse of health-fund claiming
Repeated serious breaches of these terms
Where reasonably possible, TSRH will notify the member of the concern and provide an opportunity to respond before termination.
If TSRH terminates the membership, future payments will stop. Any refund or continued use of valid paid credits will be determined fairly, having regard to the reason for termination and applicable law.
23. Privacy and payment security
TSRH manages personal and health information in accordance with its privacy policy and applicable privacy laws.
Stripe processes and stores membership payment information. TSRH does not ordinarily receive or store complete card details.
By joining, the member authorises TSRH and Stripe to use the information reasonably required to:
Establish and administer the membership
Process recurring payments
Issue invoices and receipts
Manage failed payments
Communicate about appointments and membership status
The TSRH privacy policy is available on the TSRH website.
24. Members under 18
A person under 18 may only join with the agreement of a parent or legal guardian.
The parent or guardian must:
Accept these terms
Authorise the recurring payment arrangement
Be responsible for membership payments
Provide any treatment consent required by TSRH
25. Transfer of membership
The membership and its treatment credits are personal to the registered member.
They cannot be:
Shared with family members or friends
Sold
Assigned
Transferred to another patient
26. Communication
Membership notices may be sent using the email address or mobile number recorded in Stripe or Cliniko.
Members are responsible for keeping their contact information current.
Important notices may include:
Payment confirmations
Failed-payment notifications
Trial or introductory-period reminders
Price changes
Changes to membership terms
Cancellation confirmations
27. Complaints and concerns
Members should contact TSRH directly if they have a concern about:
A membership payment
An appointment credit
A cancellation request
A treatment experience
These Terms and Conditions
TSRH will review the matter and respond within a reasonable time.
Members may also have rights to contact Consumer Affairs Victoria, the Australian Competition and Consumer Commission or another applicable external body.
28. Governing law
These Terms and Conditions are governed by the laws of Victoria, Australia.
The parties submit to the courts and tribunals having jurisdiction in Victoria.
29. Contact details
The Sports Recovery Hub
767 Old Calder Highway
Keilor VIC 3036
Phone: 0480 645 768
Website: www.thesportsrecoveryhub.com.au
30. Acceptance
By selecting the acceptance checkbox and completing the Stripe membership signup, the member confirms that:
They have read and understood these Terms and Conditions
They agree to the recurring $99 monthly payments
They understand that six successful monthly payments are required
They understand that the membership continues month to month after the minimum commitment
They understand how to cancel after the minimum commitment
They authorise Stripe to store their payment method and process recurring payments on behalf of TSRH