Terms of Service, Consent & Privacy Policy

Welcome to Adore Naturopathy.

These Terms of Service outline the rights, responsibilities, and expectations of both practitioner and client in relation to naturopathic consultations, fees, refunds, privacy, confidentiality, and use of telehealth services.

By booking an appointment, submitting an intake form, or proceeding with a consultation, you confirm that you have read, understood, and agreed to these Terms.

These Terms are designed to support safe, ethical, and professional care in accordance with NHAA standards, Australian privacy legislation, and best practice in telehealth healthcare delivery.

 

Naturopathic Care & Scope of Practice

Nature of Services

Adore Naturopathy provides holistic, evidence-informed naturopathic care aimed at supporting physical, emotional, and mental wellbeing.

Services may include:

  • clinical assessment

  • nutritional and lifestyle recommendations

  • herbal and nutritional supplementation advice

  • education to support health goals

Naturopathic care is complementary and is not a substitute for medical diagnosis, emergency care, or treatment provided by a registered medical practitioner.

Scope & Referrals

Adore Naturopathy:

  • does not diagnose medical conditions

  • does not prescribe pharmaceutical medications

  • does not provide emergency or crisis care

Where matters fall outside the practitioner’s scope of practice, or where safety concerns arise, referrals will be made to appropriate health professionals (e.g. GP, psychologist, allied health provider).

 

Telehealth Services

Consultations are delivered via telehealth.

You acknowledge that:

  • telehealth involves inherent privacy and security risks

  • electronic communication may be subject to technical limitations

  • telehealth is not appropriate for urgent or emergency situations

By proceeding, you consent to receiving care via telehealth and accept responsibility for ensuring you are in a private, quiet, and appropriate environment during consultations.

 

Client Responsibilities & Treatment Expectations

Client Responsibilities

To support safe and effective care, you agree to:

  • provide accurate, complete, and honest health information

  • inform your practitioner of any changes to your health, medications, or symptoms

  • engage respectfully and professionally at all times

  • take responsibility for decisions made regarding your health

Naturopathic care is a collaborative process. While recommendations are made based on professional training and clinical judgement, outcomes depend on multiple individual factors and cannot be guaranteed.

Treatment Outcomes & No Guarantees

Responses to naturopathic treatment vary between individuals.

You acknowledge that:

  • no guarantees can be made regarding outcomes

  • progress may depend on compliance, lifestyle factors, underlying conditions, and time

  • symptom changes may take weeks or longer to become noticeable

Adore Naturopathy does not guarantee specific results.

 

Fees & Payments

Fees & Payment Terms

Payment Requirements

  • Initial consultations: 50% prepayment required at the time of booking

  • Packages and acute consultations: 100% prepayment required at the time of booking

  • Follow-up consultations: invoiced after the appointment, payable in accordance with invoice terms

Invoices may include consultation fees and any additional agreed charges (such as prescribed supplements or resources).

Payment methods include direct debit, credit card, online payment, or bank transfer.

Outstanding invoices must be resolved before further appointments or services can be provided. Continued non-payment may result in suspension of services until the account is brought up to date.

Please note that naturopathy services are not eligible for Medicare or private health rebates.

Payment Timeframes & Administrative Fees

Where an invoice is issued for consultations, supplements, or other agreed services, payment is due within 48 hours from the date of issue unless otherwise agreed in writing.

If payment has not been received within this timeframe, a reminder will be issued. Additional reminders may be sent at regular intervals until payment is received.

To cover administrative costs associated with ongoing follow-up, an administration fee of 5% of the outstanding invoice total (inclusive of GST) may be applied for each reminder issued after the initial reminder.

If you are experiencing difficulty meeting payment timeframes, please contact Adore Naturopathy as soon as possible to discuss alternative arrangements and avoid additional fees.

 

Refund Policy

Change of Mind

Refunds are not offered for a change of mind. Please consider carefully whether a service or product is suitable for you before proceeding with payment.

Consultations

Once a consultation has been delivered, fees are non-refundable.

If Adore Naturopathy is required to cancel or reschedule an appointment, you will be offered:

  • a rescheduled appointment, or

  • a credit or refund of any prepaid fees.

Prescribed Products & Supplement’s

Adore Naturopathy uses third-party suppliers for prescribed supplements and herbal products.

If you receive an incorrect, missing, or damaged product, please notify Adore Naturopathy as soon as possible so the issue can be addressed.

Due to the nature of supplements and herbal medicines, refunds are not available for products that have been opened or used, unless required under Australian Consumer Law.

Adverse Reactions

If you experience an adverse reaction to any recommended product, please contact Adore Naturopathy promptly so the situation can be assessed and appropriate support provided.

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

 

Appointments & Attendance

Cancellation & Non-Attendance Policy

Appointment times are reserved specifically for you. To allow fair access for all clients and to account for preparation time, the following cancellation fees apply:

  • Cancellations made more than 48 hours prior to the scheduled appointment incur no fee

  • Cancellations made within 48 hours of the scheduled appointment incur a 50% cancellation fee

  • Cancellations made within 24 hours of the scheduled appointment, or failure to attend without notice, incur a 100% cancellation fee

Where a cancellation fee applies, any prepaid amount may be retained or an invoice issued for the applicable balance.

Unforeseen circumstances or emergencies will be considered on a case-by-case basis.

Appointment Timing

Appointments are reserved specifically for you. If you arrive late, the session will still conclude at the scheduled time and the full fee applies.

 

Communication Outside Appointments

Clinical advice is provided only during booked consultations.

Outside of appointments:

  • brief administrative enquiries may be addressed via email

  • clinical advice, treatment changes, or interpretation of results require a booked consultation

Adore Naturopathy does not provide urgent or emergency advice via email or text.

 

Privacy, Confidentiality & Records

Adore Naturopathy complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Your personal and health information is treated as strictly confidential and will only be disclosed when:

  • required by law

  • there is a serious and immediate risk to your safety or others

  • you have provided informed written consent

Client records are:

  • securely stored using encrypted practice management systems

  • retained for a minimum of 7 years in accordance with legal and professional requirements

You may request access to your records in accordance with privacy legislation.

 

Use of Third-Party Systems

Adore Naturopathy uses third-party platforms for:

  • practice management

  • telehealth delivery

  • payments

These providers have their own privacy and security policies and are required to handle information appropriately.

 

Emergency & Crisis Support

Adore Naturopathy does not provide crisis or emergency services.

If you are experiencing a medical emergency, severe psychological distress, suicidal thoughts, or risk of harm to yourself or others, please seek immediate support from:

  • Emergency Services (000 in Australia)

  • your GP or local hospital

  • Lifeline (13 11 14) or another crisis support service

 

Legal & Professional Matters

Limitation of Liability

To the fullest extent permitted by law, Adore Naturopathy is not liable for loss, injury, or damage arising from the use or implementation of naturopathic recommendations, except where liability cannot be excluded under Australian Consumer Law.

You remain responsible for decisions made regarding your health.

Respectful Communication

Adore Naturopathy is committed to maintaining a safe, respectful, and professional environment. Aggressive, abusive, or inappropriate behaviour may result in termination of services.

Complaints & Dispute Resolution

If you have concerns about your care or these Terms, you are encouraged to raise them directly so they may be addressed promptly and respectfully.

Where concerns cannot be resolved informally, appropriate external complaint pathways may be accessed in accordance with NHAA professional standards.

Governing Law

These Terms are governed by the laws of Australia and applicable state or territory legislation.