Policies

Booking, Rescheduling + Cancellation Policy

Consultations are by appointment only. Consultation appointments can be made via our website, email or telephone. Appointments are available between 8:30am and 5:30pm Monday to Friday, and between 9am and 2pm on Saturday. Requests for appointments for outside of these hours will be considered on a case-by-case basis.

Please arrive for your appointment on time. If you have not completed a New Client Registration Form, please arrive 10 minutes before your Initial Nutritional Therapy Session appointment time to complete the form. If you are late for any appointments, please be aware that your appointment may be shortened in order to remain on schedule for other clients.

If you are unable to attend your appointment or would like to reschedule, please provide a minimum of 24 hours’ notice to alter the booking. Less than 24 hours’ notice to reschedule an appointment will incur a $25 re-booking fee. Failing to show for an appointment, without any prior notification, will incur the full charge of the scheduled appointment. Repeated late notification or failing to show for an appointment without prior notice may necessitate pre-payment of future appointments.

Telehealth consultation appointments can be made via our website and are required to be paid in full when booking. If you are unable to attend your Telehealth consultation, and would like to reschedule or cancel your appointment, please contact the clinic by phone. Cancellation of a Telehealth appointment, without rescheduling another appointment, will incur a $10 cancellation fee to cover our online payment system costs. We request a minimum of 24 hours’ notice to alter your booking. Less than 24 hours’ notice to reschedule or cancel a Telehealth appointment will incur a $25 re-booking fee (on top of the $10 cancellation fee). Failing to show for a Telehealth appointment, without any prior notification, will incur the full charge of the scheduled appointment (no refund will be available).

Privacy + Confidentiality Policy

New clients are requested to complete a New Client Registration Form prior to their first appointment. The information provided on the form provides contact details, a brief medical history and establishes what health concerns or goals you would like to discuss in your Initial Nutritional Therapy Session. This information is important for us to get to know you better, save time in your Initial Nutritional Therapy Session and ensure we are aware of any medical conditions you have or medications you are taking. 

If you are under 18 years of age, a parent or guardian should complete your New Client Registration Form for you, and will be required to attend your appointment with you.

Please be assured that all information recorded, on paper or electronically, is stored securely and in accordance with the Australian Privacy Principles. Your personal information will be held in the strictest confidence and will never be disclosed to any third parties, unless required by law. Occasionally, and with your permission, we may share information with other health professionals, in the interest of your continued treatment.

We may occasionally send you emails, such as newsletters or service/product updates. We take privacy and security seriously – we store your information securely and will never share or sell this information to anyone. In accordance with the Spam Act 2003, you can unsubscribe from our mail list by replying to the email with UNSUBSCRIBE in the subject line.

Payment, Credit + Refund Policy

Telehealth consultations are required to be paid in full at the time of booking online. Consultation fees for in-person and in-clinic appointments are payable online when booking (optionally) or on completion of your appointment. Direct bank transfer, gift certificates, or cash are accepted. We apologise that we do not have EFTPOS facilities, and are unable to accept American Express or Diners Club card payments, or cheques. 

We offer a 20% discount off services/consultation fees to seniors, HealthCare Card holders, high school students (16-18yrs) and Defence Force veterans, current serving members and their immediate families.

Clinical Nutrition consultations are covered by many private health insurance companies and we are a registered provider with the following health funds: AAMI, APIA, AHM, Australian Unity, CUA Health, HBF Health, Latrobe Health Services, Mildura Health Fund, NIB, Phoenix Health Fund, Qantas Health Insurance, Suncorp, St Lukes Health and Westfund Health Insurance. As policies can change frequently, please check if private health insurance rebates are available with your fund provider directly.

Credit is not offered to clients, although payment arrangements may occasionally be negotiated on a case-by-case basis.

Refunds are not available for in-person and/or in-clinic services/consultations. During your consultation/service, you may choose to terminate the appointment at any time, but you may be required to pay in full, according to the Booking, Rescheduling & Cancellation Policy and Payment, Credit & Refund Policy.

If you reschedule a Telehealth appointment, pre-paid consultation fees will be credited to your rescheduled appointment. Cancelled Telehealth appointments that are not rescheduled will incur a $10 cancellation fee, and if applicable, a $25 rebooking fee, as per the Booking, Rescheduling & Cancellation Policy. The remaining balance will be refunded within 5-10 days, as per our online payment system (Stripe) processes and policies.

Defective products (damaged, expired, recalled or incorrectly supplied or packaged) may be replaced or refunded, on a case-by-case basis, as determined by the guidelines under Australian Consumer Law.

Health + Safety Policy

For the health and safety of clients and practitioners, all surfaces are sanitised between each appointment. Practitioner’s hands are washed and/or sanitised prior to each consultation and before any manual examinations.

If you are unwell with a communicable illness, we request that you reschedule your appointment to a time when you are well again, or request your appointment be altered to a Telehealth consultation.

The New Client Registration Form requests a brief medical history and asks you to disclose any medications (pharmaceutical, nutraceutical or supplements) you are taking. Please provide accurate information so we can reduce the risks of a prescribed treatment causing any adverse drug-nutrient reactions. It is your responsibility to inform us of any changes in your health status or medications you are taking while being treated by Lotus Health + Nutrition. 

All practitioners abide by the Scope and Standards of Practice, or Codes of Conduct, of their governing association, are first aid qualified, police cleared and have current Working with Children checks in place.

Inclusion + Diversity Policy

Lotus Health + Nutrition is committed to providing a safe, respectful and inclusive environment for all staff and clients. We welcome people of all sizes, ages, cultures, disabilities, religions, genders and sexual orientation, promoting respect, compassion, inclusion and appreciation of all members of society.

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