Practice Policies

These policies are designed to help appointments run smoothly, protect your privacy, and ensure a fair and respectful experience for all clients. If you have any questions, please don’t hesitate to get in touch.

Booking, Rescheduling + Cancellation

Booking Appointments

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.

Arriving for Your Appointment

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.

Rescheduling or Cancelling Your Appointment

If you need to reschedule or cancel:

• More than 24 hours’ notice: Deposit refunded (less the $10 administration fee), or transferred to a new appointment.
• Less than 24 hours’ notice: 50% deposit forfeited.
• Less than 12 hours’ notice: Full consultation fee payable.
• Non-attendance without prior notice: Full consultation fee payable.
• Repeated cancellations or missed appointments may require full prepayment.

Telehealth Consultations

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

If you need to reschedule or cancel your Telehealth appointment:

• More than 24 hours’ notice: Your pre-paid consultation fee will be credited to your new booking if you reschedule. If you cancel and do not reschedule, a $10 administration fee will apply to cover online payment system costs.
• Less than 24 hours’ notice: A 50% cancellation fee will apply, in addition to the $10 administration fee.
• Less than 12 hours’ notice: The full consultation fee will be charged.
• Non-attendance without prior notice: No refund will be provided, and the full consultation fee will be retained.

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

Privacy + Confidentiality

Your privacy and confidentiality are important, and I am committed to protecting your personal information.

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 + Refunds

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.

Accepted Payment Methods

• Bank transfer
• Cash
• Gift certificate

Not Accepted

• EFTPOS
• American Express
• Diners Club
• Cheques

Concessions

I offer a 20% discount on consultation fees for eligible clients:

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

Refunds

• Refunds are not available for consultations once the session has commenced.
• Refunds relating to appointment cancellations are processed in accordance with the Booking, Rescheduling + Cancellation Policy above.
• 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 Fund Rebates

Private health rebates are available through many Australian health funds.

Please check with your insurer to confirm your level of cover before your appointment.

Health + Safety

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

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.

Questions about these policies?

If you’re unsure about any aspect of booking, payments, or your appointment, please get in touch. I’m always happy to help clarify anything before your consultation.