Policies – Lotus Health + Nutrition

Booking, Rescheduling + Cancellation Policy

All consultations are by appointment only and bookings can be made via my website at https://lotushealthnut.com.au/book

Appointments are available between 9am–5pm Monday to Wednesday and Fridays, 9am-7pm on Thursdays, and 9am–2pm on Saturdays. Requests for appointments outside these hours may be considered on a case-by-case basis.

Please arrive on time for your appointment. If you are a new client and haven’t completed your New Client Registration Form, please arrive 10 minutes early to do so. If you arrive late, your appointment time may be reduced to avoid delays for other clients.

In-Person Consultations

To secure your booking, all in-person appointments require a 50% deposit at the time of booking. This deposit will be deducted from your consultation fee when you attend your appointment.

If you need to reschedule or cancel, please provide at least 24 hours’ notice.

Less than 24 hours’ notice to reschedule or cancel will result in your 50% deposit being forfeited. You will be required to pay another 50% deposit for your new appointment when rebooking.
Non-attendance without notice will be charged the full consultation fee, with the deposit applied toward the outstanding invoice.
Repeated late rescheduling, cancellations or missed appointments may require prepayment in full for future bookings.

This policy helps ensure fairness and allows appointment times to be offered to other clients who may be waiting.

Telehealth Consultations

Telehealth appointments are payable in full at the time of booking.

If you need to reschedule or cancel your Telehealth appointment:

Cancelling with at least 24 hour’s notice and without rescheduling a new appointment will incur a $10 administration fee (to cover online payment system costs).
Less than 24 hours’ notice will incur a 50% cancellation fee, in addition to the $10 administration fee.
Non-attendance without prior notice will result in no refund, and the full consultation fee will be retained.

If you reschedule a Telehealth appointment with sufficient notice, your pre-paid consultation fee will simply be credited to the new booking.

Privacy + Confidentiality Policy

Your privacy and confidentiality are very important to me.

Before your (or your child’s) first appointment, you’ll be asked to complete a New Client Registration Form which collects essential contact details, medical history, and your (or your child’s) health goals. This helps me understand your needs and provide safe, individualised care.

If you are under 16 years of age, a parent or guardian must complete the form and attend the appointment with you.

All information, whether paper or electronic, is stored securely and handled in accordance with the Australian Privacy Principles under the Privacy Act 1988. Your personal information will not be disclosed to anyone without your consent, unless required by law.

With your permission, I may share relevant information with other health professionals involved in your care to support continuity of treatment.

Occasionally, I may send emails such as newsletters or service updates. Your details are never shared or sold. You may unsubscribe at any time, in accordance with the Spam Act 2003, by replying with “UNSUBSCRIBE” in the subject line.

Payment, Credit + Refund Policy

Telehealth consultations are payable in full at the time of booking.
In-person consultations require a 50% deposit to be paid online when booking, with the balance to be paid at the conclusion of your appointment by direct bank transfer, gift certificate, or cash.
(Please note: EFTPOS, American Express, Diners Club, and cheques are not accepted.)

Concessions

I offer a 20% discount on consultation fees for:

Seniors Card holders
HealthCare Card holders
Defence Force veterans, current serving members, and their immediate families

Health Fund Rebates

Private health rebates are available with many health funds, including:
NIB, AAMI, Suncorp, APIA, Qantas Insurance, GU Health, HBF, See-U (formerly CUA Health Limited), Latrobe Health Services, Mildura Health Fund, Phoenix Health Fund, St Luke’s Health, Westfund, Health Partners, Medibank Private, AHM, and Australian Unity.

As policies change regularly, please confirm eligibility directly with your provider.

Refunds

Refunds are not available for in-person consultations once the session has commenced.
Prepaid Telehealth consultations that are rescheduled will be credited to the new appointment.
Cancelled Telehealth appointments that are not rescheduled will incur a $10 administration fee, and where applicable, a 50% cancellation fee.
Refunds (less any applicable fees) are processed within 5–10 business days in line with Stripe’s payment system.
Defective or incorrectly supplied products (e.g., damaged, expired, recalled, or mislabelled) will be replaced or refunded in accordance with Australian Consumer Law.

Credit is not generally offered, however payment arrangements may be considered in special circumstances.

Health + Safety Policy

Your health and safety are my priority. All surfaces are sanitised between appointments, and hands are washed or sanitised before each consultation or manual examination.

If you are unwell with a contagious illness, please contact me to reschedule or change your appointment to a Telehealth consultation.

Please ensure your medical history and medication details are accurate and kept up to date so that any nutritional advice or prescribed supplements remain safe and appropriate.

I adhere to the Scope and Standards of Practice and Code of Conduct of my professional association, maintain First Aid certification, hold a current Working with Children Check, and have completed Police Clearance requirements.

Inclusion + Diversity Policy

Lotus Health + Nutrition is an inclusive, respectful, and welcoming space for everyone.

I provide care to people of all sizes, ages, cultures, abilities, religions, genders, and sexual orientations, grounded in respect, compassion, and non-judgement.

My practice is guided by Intuitive Eating and Health at Every Size® principles, creating a supportive environment where all clients feel seen, valued, and safe.