Terms of Service

1. About these terms

These terms apply when you use services from Pracsie (Pracsie, we, us). “You” means the practice, business or person who engages us.

By booking, paying for or using our services, you agree to these terms, our Privacy Policy, and any proposal, quote or engagement letter we send you (an Engagement). If an Engagement conflicts with these terms, the Engagement wins for that service.

Using our website to read about our services or send an enquiry doesn’t commit you to anything.

2. Our services

We provide practice management consulting and related services to medical and allied health practices, including:

• monthly consulting plans (Essential, Growth and Enterprise);
• one-off consultations;
• accreditation packages;
• physical, virtual and hybrid clinic setup; and
• training, 1:1 consulting sessions and monthly mentoring.

What’s included in each service is described on our website or in your Engagement. We deliver our services with due care and skill, using experienced practice managers.

3. Monthly consulting plans

• Dedicated PM: each plan includes a dedicated Pracsie practice manager. If your PM becomes unavailable for an extended period, we’ll assign a suitably experienced replacement and hand over properly.
• Term: plans run month to month from the start date in your Engagement, and renew automatically each month until cancelled.
• Cancelling: either of us can end a plan by giving 30 days’ written notice (email is fine). You pay for services up to the end of the notice period.
• Changing plans: you can move up a plan from your next billing cycle. Moving down takes effect after 30 days’ notice.
• Response times: “same-day response” means we respond to messages received by 2pm on a business day (Mon–Fri, 9am–5pm Sydney time, excluding NSW public holidays) on the same day. Messages received after that get a response the next business day.
• Inclusions: unused inclusions, such as on-site visits, don’t roll over to the next month and aren’t refunded.
• Fair use: “unlimited calls & email” covers reasonable day-to-day practice management support. If your needs go well beyond your plan (for example a full systems overhaul on the Essential plan), we’ll talk with you about a better-fitting plan or a separate quote before doing extra work.

4. One-off services

• One-off consultation: $525 + GST per session. Each session covers the topic agreed when you book, and is delivered virtually or on-site in a capital city metro area.
• Accreditation package: $4,059 + GST. We guide you through preparing for and completing your accreditation, and set you up with the templates, policies and procedures you need. The scope, and which accreditation standard it covers, is confirmed in your Engagement. Fees charged by the accrediting body or assessor are paid by you and aren’t included, unless your Engagement says otherwise.
• Accreditation outcomes: the accrediting body makes the final decision. We can’t guarantee that your practice will be accredited, because that depends on the body’s assessment and on your practice meeting the standards in how it operates day to day.

5. Clinic setup

• Clinic setup (physical, virtual or hybrid) starts from $4,900 + GST. We quote a final fee after a free discovery call, based on your practice size, specialty and scope.
• Clinic setup includes a minimum 6-month Essential plan ($899 + GST per month), starting from the date services commence. After the 6 months, the plan continues month to month under section 3.
• If you end the Essential plan before the 6 months are up, the remaining monthly fees for that minimum period are still payable, unless we have materially breached these terms.
• Third-party costs, such as registration and application fees, software subscriptions, fitout, equipment, recruitment advertising and legal or accounting fees, are yours to pay unless your quote says otherwise.
• Timeframes depend on third parties like AHPRA, Services Australia, landlords and software vendors, and on you giving us the information we need. We’ll keep you updated, but we aren’t responsible for delays they cause.

6. Training & mentoring

• 1:1 consulting sessions: $150 + GST per session, booked as needed.
• Monthly mentoring: $150 + GST per month, month to month, covering the number of sessions agreed when you sign up. Cancel with 30 days’ written notice. Unused sessions don’t roll over.
• PM training programs (PM Essentials, Practice Ready, PM Mastery) are priced on enquiry and confirmed in your Engagement.
• Training is delivered by video call unless agreed otherwise. A certificate of completion (where offered) recognises completion of a Pracsie program. It isn’t a nationally recognised qualification.
• We can’t guarantee employment, promotion or particular results from training.

7. On-site visits & travel

• On-site visits are available in Australian capital city metro areas on the Growth and Enterprise plans, Monday to Friday between 9am and 4pm, for up to 2 hours per visit.
• A travel surcharge applies outside metro boundaries. We quote it in advance, and you approve it before the visit.
• You’ll give our PM safe access to your premises, and tell us about any site safety requirements.

8. Fees, invoicing & payment

• All prices are in Australian dollars and exclude GST. GST is added to our tax invoices.
• Monthly plans and mentoring are invoiced monthly in advance. One-off services are invoiced as set out in your Engagement.
• Invoices are payable by the due date shown on the invoice.
• If an invoice is overdue by more than 14 days, we may pause services after giving you written notice and a chance to pay.
• We may change our prices by giving you at least 30 days’ written notice. If you don’t accept a change, you can cancel before it takes effect with no penalty.
• Payments are generally non-refundable once services have been delivered, but this doesn’t limit your rights under the Australian Consumer Law (section 15).

9. Rescheduling & cancelling sessions

• You can reschedule a booked session or on-site visit free of charge with reasonable notice.
• With less notice, or if you don’t attend, the session may be treated as used (or, for one-off consultations, charged in full).
• If we need to reschedule, we’ll give you as much notice as possible and offer another time at no cost.

10. Your responsibilities

You agree to:

• give us accurate, complete and timely information, and access to the people and systems we reasonably need;
• make sure you have the authority to give us access to your systems and information, including patient and staff information;
• make decisions and approvals in reasonable time; and
• pay invoices on time.

You remain responsible for running your practice. That includes clinical care, employment decisions, billing claims made under your practitioners’ provider numbers, and your practice’s compliance with the law and professional standards.

11. What we don’t do

We are practice management consultants. We don’t provide legal, financial, tax, accounting, clinical, or migration advice, and our guidance isn’t a substitute for it. Where you need that advice, for example on employment law disputes, tax structures or clinical governance decisions, we’ll suggest you speak to a qualified professional. We’re happy to work alongside them.

12. Confidentiality & privacy

• We keep your confidential information, and anything we learn about your practice, patients and staff, confidential. We use it only to deliver our services, unless you agree otherwise or the law requires disclosure.
• When we access patient or staff information in your systems, we do so only as needed for the engagement, and we follow the Privacy Act 1988 (Cth), the Health Records and Information Privacy Act 2002 (NSW) and our Privacy Policy.
• If we become aware of a data breach involving your information, we’ll tell you promptly and help you respond.
• These confidentiality obligations continue after our engagement ends.

13. Intellectual property & templates

• We own the intellectual property in our templates, policies, training materials, methods and other pre-existing materials (Pracsie Materials).
• When you pay for a service, you get a non-exclusive, non-transferable licence to use and adapt the Pracsie Materials we provide, for your own practice (including other sites you own). You can’t resell, publish or share them with other businesses.
• Documents we create specifically for your practice, once paid for, are yours to use as you wish. We may reuse the general know-how and non-confidential structure in our work for others.
• You keep ownership of your own information, data and branding.

14. Non-solicitation of our staff

While we work together and for 6 months afterwards, you agree not to directly employ or engage a Pracsie practice manager who worked on your account without our written agreement. This doesn’t apply to people who respond to a general job advertisement.

15. Australian Consumer Law

Our services come with guarantees that can’t be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)), including that services will be provided with due care and skill, will be fit for any disclosed purpose, and will be supplied within a reasonable time. Nothing in these terms excludes, restricts or modifies those rights.

Where the law allows, if our services don’t meet a consumer guarantee, our liability is limited to supplying the services again or paying the cost of having them supplied again.

16. Liability

• To the extent the law allows, our total liability to you for any claim relating to our services is limited to the fees you paid us for the relevant service in the 12 months before the claim arose.
• To the extent the law allows, neither of us is liable for indirect or consequential loss, such as lost profits, lost revenue or loss of opportunity.
• We aren’t liable for loss caused by your decisions, by information you gave us being inaccurate or incomplete, or by third parties such as accrediting bodies, government agencies or software providers.
• Each of us is responsible for loss caused by our own negligence, breach of these terms, or breach of confidentiality or privacy obligations, reduced to the extent the other contributed to it.

17. Ending the agreement

• Either of us may end the agreement immediately by written notice if the other seriously breaches these terms and doesn’t fix the breach within 14 days of being asked, or becomes insolvent.
• When the agreement ends, you pay for services delivered up to the end date, and any minimum-term fees under section 5. We’ll return or securely delete your confidential information (except what we must keep by law), and hand over your practice documents in a usable form.
• Sections 12, 13, 14, 15, 16 and 18 continue after the agreement ends.

18. Disputes

If there’s a problem, please talk to us first. Email us with the details and we’ll respond within 5 business days. If we can’t resolve it within 30 days, either of us can refer the dispute to mediation, for example through the NSW Small Business Commissioner, before going to court. This doesn’t stop either of us seeking urgent relief from a court.

19. General

• Governing law: these terms are governed by the laws of New South Wales, Australia. Both of us submit to the courts of New South Wales and the courts that can hear appeals from them.
• Changes: we may update these terms from time to time. For current clients, we’ll give 30 days’ notice of any material change, and you can cancel before it takes effect if you don’t agree.
• Circumstances beyond our control: neither of us is liable for delays caused by events outside our reasonable control, such as natural disasters, pandemics, or outages of major systems. We’ll each do our best to keep things running.
• Contractors: we may use qualified subcontractors to help deliver services. We stay responsible for their work.
• Severability: if part of these terms can’t be enforced, the rest still applies.
• Notices: notices can be sent by email to the addresses we each use for the engagement.
• Entire agreement: these terms, the Privacy Policy and your Engagement make up the whole agreement between us for the services.

20. Contact

Pracsie
Email: sales@pracsie.com
Phone: 02 8552 8609