A binding contract is formed when:

a) NZBMA confirms appointment availability (offer)

b) Client books and confirms the appointment (acceptance)

c) Service fee payment commitment is established (consideration)

d) These terms are acknowledged through the booking process

This contract is governed by Aotearoa New Zealand common law principles and statutory consumer protection laws (Frey & Osborne, 2017).

Electronic communications and digital signatures constitute legally binding agreements under the Electronic Transactions Act 2002, provided authentication requirements are satisfied (New Zealand Legislation, 2002). NZBMA establishes the following electronic consent framework:

Acceptable Electronic Signatures: Typed names in designated fields, checkbox confirmations, cryptographic digital signatures or electronic signature platform authentication (e.g., DocuSign, Adobe Sign).

Authentication Requirements: Electronic consent requires verifiable audit trails demonstrating client identity through email address verification, mobile number confirmation or secure login credentials.

Timestamp Verification: All electronic transactions are timestamped using automated systems to establish precise acceptance timing and prevent repudiation claims.

Booking Confirmations: Automated confirmation emails containing appointment details, cancellation policies and acknowledgement statements constitute binding contractual acceptance when clients proceed with scheduled appointments.

Digital Records Retention: Electronic consent records are maintained for seven years in secure, encrypted systems with access controls limiting retrieval to authorised personnel only.

Clients acknowledge that electronic communications transmitted through NZBMA's booking systems, email correspondence or SMS messaging possess equivalent legal validity to paper-based documents. Research demonstrates that robust electronic consent frameworks enhance compliance rates whilst reducing contractual disputes (Kruse et al., 2018).

This policy operates within Aotearoa New Zealand's comprehensive healthcare regulatory frameworks such as Code of Health and Disability Services Consumers' Rights and Consumer Guarantees Act for the Client and NZBMA's protection:

Consumer Guarantees Act 1993:

• Services must be provided with reasonable care and skill (s.28)

• Services must be fit for particular purpose (s.29)

• Right to compensation for loss arising from failure to comply (s.32)

Fair Trading Act 1986:

• Prohibition against misleading and deceptive conduct (s.9)

• Unconscionable conduct prohibitions (s.9A)

• Unfair contract terms provisions (s.26A-26E)

Contract and Commercial Law Act 2017:

• Unfair contract terms regime (Part 3A, ss.46A-46M)

• Penalty doctrine limitations on liquidated damages

• Good faith obligations in commercial dealings

Health Information Privacy Code 2020 (HIPC):

• Lawful collection of health information (Rule 1)

• Secure storage and access controls (Rule 5)

• Individual access and correction rights (Rules 6-7)

• Limited disclosure provisions (Rule 11)

Health Practitioners Competence Assurance Act 2003:

• Professional practice standards and scope limitations (ss.11, 40)

• Continuing competence requirements

• Professional conduct obligations

All disputes arising from or relating to these Terms & Conditions shall be governed exclusively by the laws of Aotearoa New Zealand and subject to the exclusive jurisdiction of New Zealand courts. This provision applies regardless of client domicile or residence, ensuring predictable legal frameworks for dispute resolution (Hartley, 2013).

For clients residing outside Aotearoa New Zealand who access services during temporary visits, New Zealand consumer protection statutes apply to all transactions occurring within New Zealand territory. Conflicts of law principles do not diminish statutory protections afforded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other relevant legislation.

If any provision within these Terms & Conditions is found invalid, illegal or unenforceable by a court of competent jurisdiction, such finding shall not affect the validity or enforceability of remaining provisions. All other terms shall continue in full force and effect to the maximum extent permitted by law (McLauchlan, 2010).

In circumstances where specific provisions are deemed unenforceable, NZBMA and affected clients agree to negotiate in good faith to replace invalidated clauses with enforceable alternatives achieving equivalent commercial outcomes and maintaining the parties' original intentions.

All client information is collected, stored and processed in accordance with the Health Information Privacy Code 2020. NZBMA ensures:

• Information collection is limited to purposes directly related to service provision (HIPC Rule 1)

• Secure storage with appropriate access controls and encryption (HIPC Rule 5)

• Regular staff training on privacy obligations and breach prevention

• Incident response procedures compliant with Privacy Act 2020 mandatory breach notification requirements (s.114)

Clients have the following rights regarding their health information:

• Access their personal health information held by NZBMA (HIPC Rule 6)

• Request corrections to inaccurate information (HIPC Rule 7)

• Be informed of any privacy breaches affecting their information

• Withdraw consent for information use (subject to professional obligations)

• Request information about how their data is stored and processed

In the event of a privacy breach, NZBMA follows a structured response process compliant with the Privacy Act 2020:

Immediate Containment: Containment measures are implemented within 24 hours of breach discovery to limit further unauthorised access or disclosure.

Client Notification Timelines: Affected clients are notified within 72 hours of breach discovery when serious harm is reasonably foreseeable, as mandated by Privacy Act 2020 (s.114). Notification includes:

• Description of the breach nature and scope

• Types of personal information affected

• Potential consequences and risks to clients

• Remedial actions NZBMA has implemented

• Steps clients can take to protect themselves

• Contact information for further inquiries

Privacy Commissioner Notification: Serious privacy breaches are reported to the Office of the Privacy Commissioner within required timeframes, including circumstances, affected individuals and corrective measures implemented.

Client Remediation Measures: NZBMA provides affected clients with support to mitigate breach-related risks, including:

• Credit monitoring services for breaches involving financial information

• Identity theft protection guidance and resources

• Ongoing communication regarding investigation progress

• Reimbursement for reasonable expenses incurred addressing breach consequences

Corrective Measures: Implementation of system upgrades, staff retraining and enhanced security protocols to prevent recurrence.

Research demonstrates that prompt, transparent breach notification enhances client trust and mitigates reputational damage, even when breaches result from sophisticated cyberattacks beyond organisational control (Martin et al., 2017). This structured protocol demonstrates NZBMA's commitment to transparency and accountability whilst reducing legal risks and building client trust, particularly for vulnerable populations who may be concerned about health data security (Office of the Privacy Commissioner, 2020).

NZBMA complies with the Privacy Act 2020 and Unsolicited Electronic Messages Act 2007 regarding marketing communications. Clients retain independent control over:

Communication Preferences: Separate consent mechanisms govern health information sharing and marketing communications. Clients may opt in or opt out of marketing messages without affecting service delivery or health information management.

Preferred Communication Channels: Clients may specify preferred contact methods (email, SMS, postal mail, telephone) and communication frequency during registration or through subsequent preference updates.

Opt-Out Mechanisms: All electronic marketing communications contain clear, functional opt-out links or instructions. Opt-out requests are processed within 5 business days, with confirmation provided to clients.

Data Usage Limitations: Marketing databases are maintained separately from clinical records. Marketing communications do not disclose health information or treatment details unless explicitly authorised by clients for testimonial or educational purposes.

Research demonstrates that granular communication preferences enhance client autonomy and reduce opt-out rates by aligning messaging with individual preferences (Martin & Murphy, 2017).

To ensure fair fees that reflect actual losses whilst maintaining reasonable terms for clients, the following structure applies:

48+ Hours Advance Notice: No cancellation fee is charged. Clients retain full rebooking privileges, respecting scheduling protocols.

24-48 Hours Advance Notice: A fee of 50% of the scheduled service cost is applied to compensate for reduced rebooking opportunities whilst allowing client flexibility.

12-24 Hours Advance Notice: A fee of 75% of the scheduled service cost is applied, reflecting limited rebooking possibilities and committed professional time.

Less than 12 Hours' Notice: The full-service fee (100%) is charged to cover allocated professional time and lost rebooking opportunities.

This tiered structure aligns with research on the economic impact of appointment non-attendance, balancing provider losses with client fairness (Kheirkhah et al., 2016).

Clients may communicate cancellations through any of the following verified channels:

• Direct telephone contact during business hours (Dawn or Wayne)

• Voicemail message with clear appointment details

• Email correspondence to designated NZBMA address

• Text message (SMS) with appointment reference

• Online booking system cancellation link (available in appointment reminders)

Notification becomes effective upon successful transmission and receipt confirmation by NZBMA systems. All cancellation communications are documented with timestamps for record-keeping compliance.

Routine weather events or transportation failures affecting individual client attendance are addressed through graduated response protocols:

Civil Defence Emergencies: Full fee waiver applies when Civil Defence declares local or regional emergencies affecting client travel safety. No rebooking deposit required.

Significant Weather Warnings: When MetService issues Orange or Red weather warnings for the Christchurch region, clients may cancel with 12-hour notice for 50% fee reduction. Verification through official MetService communications required.

Minor Weather Inconvenience: Standard cancellation policy applies for weather conditions not meeting Civil Defence emergency or MetService warning thresholds. Clients remain responsible for assessing personal travel safety.

Public Transportation Disruptions: Major public transportation failures (e.g., bus service cancellations affecting multiple routes) receive case-by-case consideration, with fee waivers available when clients provide verification of disruption scope.

Objective criteria minimise subjective assessments that could generate disputes, with acceptable verification sources including MetService website screenshots, Civil Defence alerts or transportation provider service disruption notifications (Raman et al., 2018).

A "no-show" occurs when a client fails to attend a scheduled appointment without providing any prior notification to NZBMA. This includes:

• Complete non-attendance without communication

• Arrival more than 15 minutes after scheduled time without prior arrangement

• Failure to respond to appointment confirmation requests where safety protocols require confirmation

No-Show Fee: 100% of scheduled service fee, representing genuine pre-estimate of economic loss including:

• Allocated professional time costs

• Administrative overhead expenses

• Opportunity costs from unfilled appointment slots

• Scheduling system maintenance and communication costs

Account Management: Following no-show incidents:

• Account review and documentation of circumstances

• Requirement for outstanding fee settlement before future bookings

• Possible implementation of booking deposit requirements for repeat incidents

• Maintenance of professional therapeutic relationship where clinically appropriate

Clients with multiple no-show occurrences may be subject to:

• Mandatory advance payment or deposit requirements (50% of service fee)

• Enhanced appointment confirmation protocols

• Referral to alternative service providers if pattern compromises care quality

• Account suspension pending fee resolution and clinical review

IDTS Connect peer support/work sessions represent peer-led services where shared lived experiences create therapeutic connection, community and belongingness. IDTS Connect follows Te Pou's consumer, peer support and lived experience framework, templates and guidelines. This service requires heightened ethical consideration as it operates without hierarchical clinical relationships between facilitator and participant (Te Pou o te Whakaaro Nui, 2025).

The peer support/work framework depends on:

• Consistent and reliable engagement from both parties

• Mutual respect for scheduled commitment and preparation time

• Recognition that disruption affects group dynamics and individual outcomes

• Understanding that missed sessions may compromise continuity of care

Even though peer support/work does not follow traditional hierarchical clinical frameworks, NZBMA acknowledges mental health practitioners need to maintain professional obligations under the Health Practitioners Competence Assurance Act 2003 to provide consistent, reliable care within established therapeutic frameworks (s.9). When clients fail to attend scheduled sessions without adequate notice, this may:

• Interrupt evidence-based protocols designed for optimal mental health and addiction outcomes

• Create gaps in wellbeing monitoring that could affect client safety

• Prevent timely intervention adjustments based on session feedback and clinical assessment

• Compromise the practitioner's ability to fulfil duty of care obligations

• Disrupt group peer support dynamics affecting other participants

IDTS Connect peer-led sessions may serve individuals experiencing some mental health challenges, substance use disorders and other vulnerable conditions. The cancellation policy acknowledges these circumstances through enhanced flexibility provisions:

Mental Health Crisis Accommodations:

• Extended consideration periods for clients experiencing acute mental health episodes

• Collaborative rescheduling approaches prioritising therapeutic relationship continuity

• Recognition that crisis situations may prevent standard notification protocols

• Fee waiver authority for documented mental health emergencies

Peer Support/Work Continuity Safeguards:

• Priority (where possible) rebooking for missed peer sessions when circumstances permit

• Alternative communication maintenance during crisis periods

• Session frequency adjustments to accommodate fluctuating client capacity

• Trauma-informed approaches to policy enforcement

For additional support, service or resources outside NZBMA and IDTS Connect scope such as crises management, trauma support or specific mental health aid, please seek the following links:

• Manaaki Tāngata | Victim Support

• New Zealand Helpline

• Police Managers' Guild Trust

• Mental Health Foundation

• Te Whatu Ora | Health New Zealand

• Te Hiringa Mahara | Mental Health & Wellbeing Commission

IDTS Connect digital delivery and NZBMA telehealth services introduce specific ethical and operational considerations requiring comprehensive governance:

Technology Access Equity:

• Recognition that technical difficulties may prevent session attendance

• Support for clients with limited digital literacy or equipment access

• Alternative communication methods when digital platforms are unavailable

• Flexible rescheduling for technology-related disruptions

Confidentiality in Digital Environments:

• Acknowledgement that home environment disruptions may necessitate postponement

• Respect for client privacy concerns in shared living situations

• Understanding of external factors compromising confidential participation

• Safe space protocol adjustments for domestic circumstances

Telehealth Service Parameters:

Jurisdictional Boundaries: Telehealth services are provided exclusively to clients physically located within Aotearoa New Zealand at the time of service delivery. Practitioners are not authorised to provide services to clients located in other jurisdictions due to professional registration limitations and cross-border regulatory requirements.

Technology Requirements: Minimum requirements for telehealth participation include stable internet connection (minimum 3 Mbps upload/download speed), device with functional camera and microphone (smartphone, tablet or computer) and private, confidential space for session duration. Clients experiencing persistent technical difficulties receive assistance troubleshooting or transition to in-person services.

Emergency Protocols: Telehealth sessions include emergency response procedures. Clients provide current physical address and emergency contact information before each telehealth appointment. Practitioners maintain access to local emergency services contact information and protocols for coordinating emergency response when clients experience acute crises during remote sessions.

Clinical Documentation Standards: Telehealth consultations are documented with equivalent rigour to in-person sessions, including notation of technology platform used, client location verification, clinical observations accounting for remote assessment limitations and any technology disruptions affecting session quality.

Professional Indemnity Coverage: NZBMA maintains professional indemnity insurance covering telehealth service delivery. Coverage extends to negligence claims arising from remote consultations, technology failures affecting clinical care and privacy breaches involving digital communication platforms.

Research demonstrates that explicit telehealth policies reduce liability exposure by establishing clear expectations regarding technology failures, communication delays and emergency response limitations (Hollander & Carr, 2020).

This policy operates within established healthcare ethical frameworks:

Beneficence: Prioritising clients' wellbeing over administrative convenience through individualised assessment

Non-maleficence: Avoiding policy enforcement that could harm vulnerable populations

Autonomy: Respecting client self-determination whilst maintaining professional boundary integrity

Justice: Ensuring equitable access to services regardless of individual socioeconomic circumstances

Fees may be waived or reduced for documented circumstances including:

• Medical emergencies requiring immediate healthcare intervention

• Hospitalisation or serious accident with appropriate medical certification

• Acute mental health crises validated by healthcare professionals

• Family emergencies involving immediate whānau safety or wellbeing

In the rare cases documentation may be required, this may look like:

• Medical certificate or hospital admission records

• Mental health crisis assessment documentation

• Police report for emergency circumstances

• Cultural authority verification for cultural obligations

NZBMA recognises socioeconomic barriers to healthcare access and offers:

• Payment plan arrangements for genuine financial hardship

• Fee reduction assessment based on individual circumstances

• Referral to community support services and funding options

• Collaboration with social services for supported access

Recognition of cultural commitments that may require session rescheduling:

• Tangihanga (funeral) responsibilities and cultural obligations

• Religious observance requirements with appropriate notice

• Cultural ceremony participation with community verification

• Spiritual healing practices requiring priority scheduling

NZBMA is not liable for service disruptions caused by events beyond its control, including natural disasters, government restrictions or public health emergencies. In such cases:

• Appointments may be rescheduled without penalty to clients or NZBMA

• Fees for cancellations or no-shows due to force majeure events are waived upon verification

• Clients are notified promptly of disruptions via email, SMS or the NZBMA website

This provision ensures fairness and compliance with the Contract and Commercial Law Act 2017, which recognises exemptions for unforeseen events affecting contractual obligations (Aotearoa New Zealand Legislation, 2017). By mitigating financial and legal risks from uncontrollable events, such as those experienced during the COVID-19 pandemic, which disrupted healthcare services globally (Ministry of Health, 2020), this protects NZBMA from potential disputes over fees or service interruptions whilst maintaining client goodwill.

Prior to receiving any therapeutic massage services, clients must provide informed consent acknowledging they have received and understood comprehensive information regarding:

Treatment Nature and Purpose: Clear description of proposed treatment modalities, therapeutic goals and expected session duration.

Anticipated Benefits: Realistic explanation of potential positive outcomes, including pain reduction, improved mobility, stress management or injury recovery support.

Potential Risks and Contraindications: Disclosure of possible adverse effects such as temporary soreness, bruising, fatigue or symptom exacerbation. Absolute and relative contraindications are reviewed, including acute injuries, certain medical conditions or medications that may affect treatment safety.

Reasonable Alternatives: Discussion of alternative therapeutic approaches, including physiotherapy, osteopathy, acupuncture or self-care strategies.

Right to Decline or Modify: Client authority to refuse proposed treatments, request modifications or discontinue sessions at any time without penalty or service denial.

The Code of Health and Disability Services Consumers' Rights mandates that clients receive comprehensive information before providing informed consent (Health and Disability Commissioner, 2020). Research demonstrates that structured informed consent processes enhance client satisfaction, reduce adverse event severity and strengthen legal defensibility in negligence claims (Hall et al., 2012).

Body Mechanic Treatment: Wayne Armour's proprietary methodology requires enhanced informed consent due to advanced manual techniques utilising fascial tensegrity principles. Clients receive detailed explanation of:

• Biomechanical assessment procedures and postural analysis methods

• Deep tissue manipulation techniques targeting neuromuscular dysfunction

• Potential for temporary discomfort during fascial release procedures

• Post-treatment effects including temporary soreness, increased thirst or emotional release

• Contraindications specific to fascial manipulation techniques

Sports Flush Massage: Clients receiving performance-oriented treatments are informed regarding:

• Intensive manual techniques designed for athletic recovery

• Potential for deep tissue work exceeding relaxation massage intensity

• Timing considerations relative to training or competition schedules

• Hydration requirements and post-treatment activity modifications

Remedial Massage: Standard therapeutic massage informed consent includes:

• Treatment goals addressing specific musculoskeletal conditions

• Pressure preferences and communication protocols during sessions

• Expected treatment duration and recommended session frequency

• Home care instructions and self-management strategies

NZBMA documents informed consent through:

Written Consent Forms: Clients sign consent documentation before initial treatment, with forms retained in secure clinical records for the duration of the therapeutic relationship plus 10 years.

Teach-Back Verification: Practitioners employ teach-back methods, requesting clients explain treatment plans in their own words to verify comprehension before proceeding.

Ongoing Consent: Practitioners obtain verbal consent before each session, reviewing any health status changes, current symptoms and treatment preferences. Clients may modify or withdraw consent at any point.

Capacity Assessment: When clients present with cognitive impairment, intoxication or diminished decision-making capacity, treatment is postponed until capacity is restored or appropriate guardian consent is obtained.

Clients bear contractual obligation to provide accurate, complete information necessary for safe service delivery:

Medical History Disclosure: Clients must disclose all relevant medical conditions, including cardiovascular disorders, bleeding disorders, cancer history, infectious diseases, pregnancy, recent surgeries and any conditions potentially affected by manual therapy.

Current Medications and Supplements: Full disclosure of prescription medications, over-the-counter drugs and supplements that may affect treatment safety, including anticoagulants, immunosuppressants or pain medications.

Allergy Information: Notification of known allergies to massage oils, lotions, latex or other materials potentially used during treatment.

Emergency Contact Provision: Clients must provide current emergency contact information, including name, relationship and functional telephone number for person to be notified in medical emergencies.

Health Status Updates: Clients are obligated to promptly inform NZBMA of any health status changes occurring between appointments, including new diagnoses, medication changes, injuries or pregnancy.

The Health Practitioners Competence Assurance Act 2003 imposes duty of care obligations requiring practitioners to assess client suitability for proposed treatments, necessitating accurate medical information (New Zealand Legislation, 2003). Research demonstrates that incomplete medical histories contribute significantly to adverse treatment events, with clients who withhold relevant information facing elevated complication risks (Gandhi et al., 2006).

Consequences of Information Withholding: NZBMA reserves the right to refuse or modify treatment when information gaps compromise safety. Clients who fail to disclose relevant medical information or provide inaccurate histories assume responsibility for adverse outcomes resulting from such omissions, to the extent permitted by law.

NZBMA is committed to a safe and respectful environment for all clients and staff, in accordance with the Health and Disability Commissioner Act 1994. Clients are expected to:

Respectful Behaviour: Treat staff and other clients with respect, free from harassment, discrimination, threatening behaviour or verbal abuse.

Appropriate Physical Condition: Arrive in a condition suitable for safe service delivery. Clients under the influence of alcohol or recreational drugs to the extent that impairs safety or judgment may have appointments postponed or cancelled without refund.

Professional Boundary Respect: Maintain appropriate professional boundaries during therapeutic sessions. Sexual or romantic advances toward practitioners result in immediate session termination and potential service refusal.

Safety Concern Reporting: Promptly report any safety concerns, discomfort during treatment or practitioner conduct causing distress.

Punctuality: Arrive on time for scheduled appointments. Late arrivals may necessitate shortened treatment duration to accommodate subsequent appointments, with full fees applicable.

Failure to comply may result in service refusal, appointment cancellation without refund or referral to appropriate authorities, ensuring the safety of all parties (Health and Disability Commissioner, 2020). This protects staff and clients from unsafe or disrespectful behaviour, which is critical in healthcare settings where trust and safety are paramount. This aligns with the Code of Health and Disability Services Consumers' Rights, which emphasises mutual respect (Health and Disability Commissioner, 2020).

NZBMA may request client permission to use photographs, video recordings, testimonials or anonymised case studies for marketing, educational or professional development purposes. Such usage requires explicit, informed consent governed by the following framework:

Separate Consent Requirement: Media consent is entirely separate from treatment consent. Clients may decline media participation without any effect on service delivery, appointment availability or practitioner relationships.

Scope of Authorised Usage: Consent forms specify exact purposes for which media will be used (e.g., website marketing, professional presentations, social media, educational materials). Usage outside specified purposes requires additional consent.

Anonymisation Options: Clients may consent to case study publication with identifying information removed (name, occupation, specific location) whilst declining photographic identification.

Revocation Rights: Clients retain the right to revoke previously granted consent at any time by providing written notification. NZBMA will cease further usage of revoked materials, though existing publications may remain in circulation where retrieval is impractical.

Storage and Security: Images and testimonials are stored in secure systems with access restricted to authorised personnel. Third-party disclosure is limited to specified purposes within consent agreements.

Retention Periods: Media materials are retained for the duration of their approved usage period plus two years, after which they are securely deleted unless clients provide extended consent.

Research suggests that structured media consent processes reduce misunderstanding regarding image ownership and usage rights whilst enhancing client comfort with documentation (Grady, 2015).

NZBMA maintains a structured approach to complaint resolution:

Stage 1: Initial complaint acknowledgment within 2 business days

Stage 2: Investigation and preliminary response within 10 business days

Stage 3: Senior management review and formal response within 10 business days

Stage 4: Independent review with external mediation if required

All complaints are documented with:

• Detailed circumstances and client concerns

• Investigation steps and evidence reviewed

• Resolution offered and client response

• Follow-up actions and outcome monitoring

Clients may pursue resolution through:

Health and Disability Commissioner: For service quality, professional conduct or rights violations (Health and Disability Commissioner Act 1994)

Disputes Tribunal: For contract-related disputes under NZ$30,000 (Disputes Tribunal Act 1988)

Alternative Dispute Resolution: Through LEADR New Zealand or similar mediation services

Professional Body Complaints: Through Massage Aotearoa New Zealand for professional practice concerns

Unpaid fees constitute breach of contract and may be recovered through:

• Disputes Tribunal proceedings for claims up to NZ$30,000

• District Court action for substantial or repeated defaults

• Professional debt collection services compliant with relevant legislation

• Credit reporting where appropriate and legally compliant

All enforcement activities comply with:

• Fair Trading Act 1986 fair dealing requirements

• Privacy Act 2020 information sharing limitations

• Harassment and Criminal Associations Act 1997 conduct standards

• Credit Contracts and Consumer Finance Act 2003 where applicable

NZBMA acknowledges Te Tiriti o Waitangi as Aotearoa New Zealand's founding document and commits to partnership with tangata whenua through:

Tino Rangatiratanga (Self-Determination):

• Māori client autonomy in health decisions and treatment approaches

• Whānau-centred care models when requested and appropriate

• Recognition and integration of Māori health models (Te Whare Tapa Whā, Te Wheke)

• Cultural supervision arrangements available for Māori clients

Partnership (Collaboration):

• Engagement with local iwi and Māori health providers

• Cultural competency training for all staff

• Incorporation of tikanga Māori in service delivery where appropriate

• Referral pathways to Māori health specialists when indicated

Protection (Kaitiakitanga):

• Safeguarding of Māori health information according to cultural protocols

• Protection of traditional healing knowledge and practices

• Advocacy for equitable health outcomes and access

Cultural safety assessment and continuous improvement

NZBMA collaborates with Māori facilitators and kaumātua to ensure cultural safety through:

• Regular staff training on cultural competency, including historical trauma and contemporary Māori health needs

• Integration of Māori health models, such as Te Whare Tapa Whā, by assessing clients' physical (tinana), mental (hinengaro), spiritual (wairua) and family (whānau) wellbeing during consultations to provide holistic care (Came et al., 2021)

• Referral networks with Māori health providers for culturally appropriate care

• Community engagement with local iwi and Māori organisations to support equitable health outcomes

NZBMA establishes explicit procedures accommodating whānau involvement in treatment planning, goal setting and progress review, aligning with tikanga Māori principles:

Whānau Consultation Rights: Māori clients may nominate whānau representatives to attend consultations, receive clinical information (within privacy constraints) and participate in treatment decisions.

Whānau Hui Facilitation: Practitioners facilitate whānau meetings when requested, creating inclusive environments where collective perspectives inform care planning whilst respecting individual client autonomy.

Cultural Navigation Support: When individual client wishes would diverge from whānau recommendations, practitioners employ culturally informed approaches to navigate tensions, documenting clinical reasoning and ensuring client self-determination remains paramount.

Privacy and Confidentiality Balance: Whānau involvement is balanced against Privacy Act 2020 requirements. Clients provide explicit consent regarding information sharing with whānau members, specifying scope and limitations.

Research demonstrates that collective decision-making aligns with tikanga Māori principles of whanaungatanga (relationship building) and manaakitanga (hospitality and care), enhancing Māori client engagement and therapeutic outcomes (Durie, 2011).

NZBMA permits clients to conduct karakia (prayers or incantations), bring taonga (treasured objects) or engage other spiritual practices before, during or after treatment sessions, in accordance with the Code of Health and Disability Services Consumers' Rights (Health and Disability Commissioner, 2020).

Reasonable Accommodation Parameters: Spiritual practices are accommodated provided they do not compromise clinical safety, unduly extend appointment durations without prior arrangement or interfere with other clients' scheduled appointments.

Practitioner Participation: Clients may invite practitioners to participate in karakia or spiritual practices. Practitioners respectfully decline when practices fall outside their cultural competence or personal comfort, without diminishing respect for client beliefs.

Sacred Space Protocols: Treatment rooms may be prepared according to client spiritual requirements when advance notice permits, including removal of specific materials, orientation adjustments or incorporation of meaningful objects.

Evidence demonstrates that spiritual practice accommodation enhances therapeutic alliance quality and treatment adherence, particularly for clients experiencing mental health or addiction challenges where spiritual connection supports recovery (Hodge & Limb, 2010).

As Massage Aotearoa New Zealand registered practitioners, NZBMA operates under:

Health Practitioners Competence Assurance Act 2003:

• Professional practice standards and competency maintenance (s.40)

• Scope of practice limitations and clinical boundaries (s.11)

• Continuing professional development requirements

• Professional conduct and ethical standards compliance

MANZ Professional Standards:

• Code of Ethics and Standards of Practice adherence

• Continuing education requirements and professional supervision

• Peer review and professional development participation

Making a Complaint:

NZBMA believes every client who receives a Body Mechanic Treatment, Sports Flush Massage or Remedial Massage has the right to be treated with respect, fairness and dignity. If you feel that your rights have been breached, NZBMA recommends your first step would be to raise your concerns directly with the NZBMA Therapist, giving them the opportunity to respond and sort out the problem. Furthering that, if not satisfied, please follow MANZ guidelines for making a complaint.

Wayne Armour's NZQA Level 7 Bachelor of Therapeutic and Sports Massage qualification places him as a recognised autonomous health and rehabilitation professional within Aotearoa New Zealand. This qualification, validated by NZQA (Evaluation Report, 2016; Programme Approval and Accreditation Rules 2018), equips practitioners to independently deliver evidence-based therapeutic and sports massage interventions, addressing neuromuscular, musculoskeletal and functional mobility issues, promoting recovery and wellness through advanced soft tissue manual release techniques.

NZBMA therapeutic treatments operate within a level 6 & 7 registered massage therapist scope, guided by MANZ, which includes:

• Client health assessment and physical evaluation

• Pain reduction, stress management and injury-related condition treatment

• Culturally responsive and person-centred massage therapy

• Wellness promotion and therapeutic exercise programme development

• Appropriate referral to other healthcare professionals when indicated

Professional Boundaries:

• Recognition of scope limitations and referral requirements

• Maintenance of therapeutic relationships and professional boundaries

• Documentation standards meeting professional and legal requirements

• Continuing competence through approved professional development

NZBMA maintains professional indemnity insurance covering practitioner negligence, professional misconduct and adverse client outcomes arising from service delivery. This voluntary disclosure demonstrates commitment to accountability and client protection.

Insurance Coverage Scope: Professional indemnity insurance covers claims arising from:

• Practitioner negligence or breach of professional standards

• Treatment-related injuries or adverse outcomes

• Privacy breaches involving client health information

• Professional misconduct or ethical violations

Coverage Limitations: Insurance excludes:

• Client non-compliance with professional recommendations

• Pre-existing conditions unrelated to NZBMA services

• Outcomes resulting from inaccurate or incomplete medical history disclosure

• Intentional harm or criminal conduct

Claims Notification Process: Clients who believe they have experienced harm resulting from NZBMA services should:

1. Contact NZBMA directly to report concerns and attempt informal resolution

2. Document circumstances, including dates, practitioners involved and nature of alleged harm

3. Seek independent medical assessment of injuries or adverse outcomes

4. Notify NZBMA in writing of intention to pursue formal claims

5. Contact NZBMA's insurance provider if informal resolution proves unsuccessful

Research indicates that insurance disclosure correlates with enhanced client trust and willingness to engage with healthcare providers, particularly for novel or advanced treatment modalities (Bismark et al., 2013).

The Body Mechanic Treatment represents proprietary intellectual property developed by Wayne Armour through extensive clinical experience and research. NZBMA establishes the following protections:

Copyright Protection: Treatment protocols, educational materials, written documentation and visual aids are protected under the Copyright Act 1994. Automatic copyright protection applies without registration requirements (New Zealand Legislation, 1994).

Limited Client Licence: Clients receive limited, non-exclusive licences to utilise educational materials provided during treatment for personal therapeutic purposes only. Commercial reproduction, distribution or unauthorised sharing is prohibited.

Confidentiality of Proprietary Techniques: Clients agree to maintain confidentiality regarding unique treatment protocols, proprietary manual techniques and innovative approaches observed during sessions. Recording sessions (audio or video) without explicit written permission is prohibited.

Remedies for Intellectual Property Breaches: Unauthorised commercial use, reproduction or distribution of NZBMA's intellectual property may result in:

• Immediate service termination

• Legal action seeking injunctive relief preventing further unauthorised usage

• Damages recovery reflecting commercial value of misappropriated materials

• Referral to professional bodies regarding ethical violations

Research demonstrates that healthcare providers articulating intellectual property rights experience enhanced brand integrity and reduced misappropriation incidents (Hoffman & Podgurski, 2013).

NZBMA clarifies liability allocation for services provided by independent contractors, guest practitioners or administrative personnel:

Independent Contractor Status: Peer support facilitators, guest presenters and certain administrative personnel may function as independent contractors rather than employees. Independent contractors maintain separate professional indemnity insurance and assume direct liability for their professional conduct.

NZBMA Vicarious Liability: NZBMA bears vicarious liability for employee actions performed within employment scope, as established under New Zealand tort law (Todd, 2016). Employees include permanent therapeutic staff and directly supervised administrative personnel.

Independent Contractor Indemnification: Independent contractors agree to indemnify NZBMA against claims arising from their negligence, professional misconduct or breach of professional standards, protecting NZBMA from liability for contractor actions outside NZBMA's direct control.

Client Notification: When services are provided by independent contractors, clients receive advance notification clarifying the contractor's independent status and separate professional indemnity coverage.

Evidence suggests that healthcare organisations failing to delineate third-party liability face elevated litigation risk when contractual relationships remain ambiguous (Bal, 2009).

NZBMA operates in full compliance with Aotearoa New Zealand's Code of Health and Disability Services Consumers' Rights under the Health and Disability Commissioner Act 1994:

Right 1 - Respect and Dignity: Treatment with respect including cultural values, beliefs and privacy protection

Right 4 - Appropriate Standards: Services provided with reasonable care, skill and professional competency

Right 5 - Effective Communication: Clear communication in understandable language with interpreter access

Right 6 - Full Information: Honest, accurate information about care including risks, costs and alternatives

Right 7 - Informed Consent: Right to make informed choices and provide voluntary consent

Right 8 - Support Persons: Right to bring support persons unless safety conflicts exist

Right 10 - Complaints: Right to fair, efficient complaint resolution with advocacy service access

NZBMA's Operational Implementation:

• Annual staff training on consumer rights (Rights 1, 4, 5, 6, 7)

• Cultural safety protocols aligned with Right 1(1)(a) requirements

• Complaint acknowledgment within 2 business days with resolution tracking

• Free advocacy service information provision (0800 555 050)

• Health and Disability Commissioner contact information availability

Mutual Protection: These rights apply equally to protect both clients and practitioners from discrimination, harassment or wrongdoing, ensuring professional practice integrity.

Services for clients under 18 years require careful consent management governed by the Care of Children Act 2004:

Ages 16-17: Minors aged 16-17 years may provide independent informed consent for routine therapeutic massage services without guardian accompaniment or authorisation, provided they demonstrate capacity to understand treatment nature, risks and benefits.

Ages 13-15: Minors aged 13-15 years require guardian written consent before initial treatment. Guardian accompaniment during first consultation is recommended but not mandatory. Ongoing treatment may proceed with minor's consent once guardian has provided initial authorisation.

Ages Under 13: Minors under 13 years require guardian written consent and accompaniment during all treatment sessions. Guardian must remain in treatment room or immediate vicinity throughout session duration.

Parental Disagreement Protocol: When guardians with shared parental responsibility disagree regarding treatment authorisation, NZBMA defers service provision pending consensus achievement or Family Court determination. Practitioners document disagreement circumstances and communication attempts.

Capacity Assessment: Regardless of age, practitioners assess each minor's capacity to understand treatment implications. When capacity concerns arise, additional guardian involvement is required even for older minors typically entitled to independent consent.

Evidence indicates that explicit minor consent protocols reduce safeguarding incidents and enhance practitioner protection against allegations of inappropriate conduct (Larcher et al., 2015).

Adults subject to guardianship orders, enduring powers of attorney or intellectual disability affecting decision-making capacity require guardian or attorney consent for therapeutic services. Practitioners verify guardianship status through appropriate documentation and ensure authorised representatives provide informed consent consistent with adult's best interests and known preferences.

NZBMA reserves the right to modify service offerings, discontinue specific treatments, alter pricing structures or adjust operational hours whilst maintaining service quality obligations under the Consumer Guarantees Act 1993.

Advance Notification Requirements: Clients receive 30 days' advance notification of substantial service modifications through email, SMS or website announcements. Modifications include:

• Treatment discontinuation or significant protocol changes

• Pricing structure alterations affecting existing clients

• Operational hours adjustments impacting appointment availability

• Practitioner roster changes affecting continuity of care

Immediate Modification Exception: Service modifications implemented without advance notice are permitted when necessary to protect client safety, respond to public health emergencies or comply with regulatory requirements. Clients receive notification as soon as practically possible following immediate modifications.

Client Rebooking Rights: When schedule modifications affect existing appointments, clients receive preferential rebooking opportunities before new bookings are accepted, minimising disruption to established therapeutic relationships.

Refund Entitlements: Clients who have prepaid for services that become unavailable receive full pro-rata refunds within 10 business days, calculated based on unused appointment value at rates paid.

Research suggests that explicit service modification clauses reduce client dissatisfaction and refund disputes when organisational changes occur (Xu et al., 2014).

NZBMA may transfer client service agreements to successor entities during business sales, mergers or ownership changes, provided successor entities assume all obligations under these Terms & Conditions.

Client Notification of Transfer: Clients receive written notification at least 30 days before ownership transfer takes effect, including successor entity contact information, assurance of obligation continuity and options for service discontinuation without penalty if preferred.

Consent for Sensitive Transfers: When ownership transfers involve material changes to service delivery models, operational locations or practitioner availability, clients may terminate service agreements without cancellation fees and receive refunds for prepaid services.

Client Assignment Restrictions: Clients may not assign their appointment rights, transfer prepaid packages or designate alternative service recipients without explicit NZBMA written consent, protecting clinical continuity and ensuring appropriate assessment of new recipients.

Evidence suggests that explicit succession planning provisions enhance business valuation and facilitate smooth operational transitions whilst protecting client interests (DePamphilis, 2019).

NZBMA maintains comprehensive records meeting professional and legal standards:

Client Records Include:

• Initial assessment and ongoing treatment documentation

• Informed consent documentation and updates

• Cancellation communications and fee applications

• Clinical reasoning for fee waivers or policy exceptions

• Cultural considerations and accommodations provided

Retention Periods:

• Active client records: Duration of therapeutic relationship plus 10 years

• Financial records and fee documentation: 7 years from final transaction

• Complaint and incident records: 10 years from resolution

• Privacy breach documentation: Permanent retention with secure access controls

Regular internal audits ensure:

• Clinical documentation completeness and accuracy

• Privacy and security compliance monitoring

• Policy implementation consistency across all services

• Professional development and competency maintenance tracking

• Cultural safety practice assessment and improvement

NZBMA programmes are provided as general healthcare guidance and should not replace advice from healthcare professionals in different scopes of practice. Programmes are designed using evidence-based literature and professional expertise but have not been individually tailored through comprehensive screening or testing.

Client Responsibilities:

• Consult healthcare professionals for unfamiliar activities or exercises

• Report discomfort or pain during any programme activities immediately

• Understand that programmes are supportive tools, not substitutes for medical care

• Maintain open communication about health status and capacity changes

NZBMA provides services with reasonable care and skill, as required by the Consumer Guarantees Act 1993 (s.28). However, NZBMA is not liable for:

• Health outcomes resulting from client failure to follow professional advice or disclose relevant health information

• Losses caused by third-party actions or external circumstances beyond NZBMA's control

• Indirect or consequential damages arising from service provision

This limitation does not affect clients' statutory rights under Aotearoa New Zealand consumer protection laws (New Zealand Legislation, 1993). This protects NZBMA from unreasonable claims whilst respecting statutory obligations. Particularly within healthcare, where client outcomes may depend on factors outside the provider's control, such as adherence to treatment plans (Kheirkhah et al., 2016).

To ensure transparency regarding the historical regulatory framework for massage therapy in Aotearoa New Zealand, NZBMA Ltd. provides the following context to clarify its position as a legitimate, professional therapeutic massage practice:

Massage Parlours Act 1978: This legislation was enacted to address concerns about organised crime and prostitution associated with certain massage parlours. The Act required licensing of parlour operators, registration of workers and restricted employment to adults without specific criminal convictions, whilst granting police powers to investigate suspected prostitution activities. Its focus was to regulate and control segments of the sex industry, not to support or promote legitimate therapeutic massage businesses like NZBMA.

Physiotherapy Act 1949: This Act historically restricted the practice of therapeutic massage by designating it as a service under the exclusive jurisdiction of registered physiotherapists, effectively prohibiting non-physiotherapists from providing such services. Replacing the Masseurs Registration Act 1920, which had recognised physical massage therapy as a regulated profession, the 1949 Act created legal barriers for independent massage therapists. These restrictions remained until the Health Practitioners Competence Assurance Act 2003 repealed the 1949 Act, legalising the provision of therapeutic and sports massage by qualified massage therapists, such as those at NZBMA, who meet rigorous training and ethical standards (NZQA accredited & recognised level 6 & 7).

Current Standing: Since the legalisation change in 2003, businesses such as NZBMA Ltd. and its therapists have operated lawfully under Aotearoa New Zealand's updated regulatory framework, delivering evidence-based therapeutic and sports massage services. NZBMA's therapists, including Wayne Armour (Level 6 Diploma in Remedial Massage, 2006; Level 7 Bachelor of Therapeutic and Sports Massage, 2021) and Dawn Armour (Level 6 Diploma in Remedial Massage, 1991, refreshed 2018), are fully qualified and registered with MANZ, ensuring compliance with professional standards and client safety protocols.

This policy is communicated through accessible channels to ensure clarity and inclusivity:

Booking Process: Clients acknowledge this policy during initial appointment bookings. A summary of Terms & Conditions is included within the booking process, confirmation emails and key provisions are highlighted in reminders. This full policy is clearly identifiable and available on the NZBMA website, compliant with Web Content Accessibility Guidelines (WCAG 2.1) for screen-reader compatibility and alt text for images (World Wide Web Consortium, 2018).

Accessible Formats: Easy-read versions, audio recordings, large print and braille formats are available upon request to accommodate clients with visual, cognitive or other disabilities.

Cultural Accessibility: Translation services for Māori and other languages are provided upon request to ensure cultural inclusivity.

All NZBMA staff receive training on:

• Policy provisions and implementation procedures

• Cultural safety and Te Tiriti obligations

• Consumer rights and complaint resolution

• Privacy protection and breach response protocols

• Professional boundaries and ethical decision-making

NZBMA conducts comprehensive policy review:

• Annually for operational effectiveness and legal compliance

• Following significant legislative changes or court decisions

• After complaint patterns or implementation challenges

• Through client feedback and community consultation

Policy changes require:

• Legal review for compliance with current legislation

• Cultural consultation for Te Tiriti alignment

• Professional body consultation where practice standards affected

• Client notification 30 days prior to implementation

• Staff training before new policy implementation

Changes apply to all appointments booked after the effective modification date, with existing bookings honoured under previous policy terms. Non-responses to said changes and continued booking will be considered as compliance with NZBMA's updated Terms & Conditions. Later claims are not considered viable reasons nor excuses if claiming ignorance or portraying belligerence. This reflects the efforts and costs NZBMA makes for policy compliance and transparency.

NZBMA actively seeks feedback on this policy to ensure it meets client and community needs:

• Clients are encouraged to share feedback via email or otherwise, inviting input on policy clarity, fairness and accessibility

• Feedback is reviewed by senior management and where needed Māori facilitators to assess cultural safety and inclusivity

• Suggestions are incorporated into policy updates, with changes communicated 30 days prior to implementation

This process aligns with best practices for consumer engagement in healthcare policy development (Ministry of Health, 2020). This formal feedback mechanism enhances client trust and ensures the policy remains relevant and equitable. Engaging Māori stakeholders supports Te Tiriti o Waitangi partnership obligations, promoting cultural safety (Came et al., 2021).

NZBMA Business Hours: Monday-Friday, 8:00 AM - 4:00 PM

‍Phone: (+64)3 925 9981

‍Email: info@NZBMA.com

NZBMA Ltd. operates from two locations in Christchurch, Aotearoa New Zealand, with distinct schedules for its therapists, Wayne Armour and Dawn Armour, to deliver specialised therapeutic massage-based holistic care. NZBMA does not operate during public holidays and are in no way or expected to do so.

Wayne Armour:

Services: Body Mechanic Treatment exclusively

Locations and Schedule:

• Monday, Tuesday and Friday: Frontrunner Colombo - Shop 4A, The Colombo, 363 Colombo Street (enter via Stanley Street to carpark), Sydenham, Christchurch 8023

• Wednesday, Thursday and Saturday: NZBMA Clinic - 333 Eastern Terrace, Sydenham, Christchurch 8023

Dawn Armour:

Services: Remedial Massage and Sports Flush Massage

Locations and Schedule:

• Monday and Friday: NZBMA Clinic - 333 Eastern Terrace, Sydenham, Christchurch 8023

• Thursday and Saturday: Frontrunner Colombo - Shop 4A, The Colombo, 363 Colombo Street (enter via Stanley Street to carpark), Sydenham, Christchurch 8023

NZBMA Southern Cross Healthcare Provider Status: NZBMA is a registered healthcare provider with Southern Cross Health Society (Southern Cross), Aotearoa New Zealand's leading private health insurer.

Benefits for Clients:

• Healthcare Finder Integration: NZBMA is listed on Southern Cross's Healthcare Finder platform

• Easy-Claim Process: Streamlined reimbursements for eligible clients with covered treatments

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