Client Services Agreement

Disclaimer

This document sets out the Terms and Conditions you need to be aware of in relation to consultations.

This disclaimer relates to Naturopathic Consultations.

Naturopathy is a form of complementary health care, which incorporates nutritional and herbal medicine, lifestyle and dietary advice. Elemental Life have a clinical approach which involves researching each client’s specific case and making recommendations which are personalised to their unique situation.

Age & Minors

When you use my services, you agree that you are over the age of 18 and willing to be bound by these Terms and Conditions. If you don’t accept this agreement, you should notify me immediately so we can discuss your concerns. If you are under 18, you agree that your parent or guardian has full knowledge and permission for you to make a booking, will be present at all consultations, and that they are responsible for on your behalf.

Referrals

Elemental Life Naturopathy is dedicated to working with you collaboratively to enhance your optimal health and wellbeing.

There are times when services you need are deemed to be outside of our scope of practice. In these cases, I will refer you to a suitable practitioner including but not limited to a GP, counsellor, psychologist, massage therapist, physiotherapist, chiropractor, etc… I will talk to you about this if the situation arises and recommend other health professionals who can help you further.

High Risk Patients

If your illness or situation is deemed ‘high risk’, for example you have received a serious medical diagnosis or are terminally ill, I may insist on other health professionals being involved in your care for safety and duty of care reasons. Elemental Life Naturopathy does not treat cancers, operations and several other services and while we may be able to assist some aspects of these conditions primary care will be referred. Similarly, if you are looking to become pregnant, are pregnant, or have experienced pregnancy loss, I will recommend you seek the assistance of other medical practitioners in addition to my services. Should you be looking to conceive, become or are pregnant it is your responsibility to disclose this to Elemental Life so that treatment options remain suitable and safe.

Suitability

Elemental Life Naturopathy take a collaborative approach to your health however in all circumstances you are the driver and owner of your health. Elemental Life Naturopathy services are for people who are dedicated and interested in improving their health and are motivated to make changes to their lifestyle and diet. It’s important to understand that naturopathy is a holistic approach to health with interconnected body systems and underlying causes that often differ to presenting symptoms. This means there’s no magic bullet or pill available to resolve the cause of your complaint overnight. It may mean that elemental Life Naturopathy address your health concern(s) in stages. Optimal health can take months or years to create and maintain depending on your current state of health and it does require work, commitment, compliance and willingness on your part. Elemental Life Naturopathy aim to help you achieve this, but your health is your responsibility, so it’s ultimately up to you if you take on board and enact any advice provided.

Results

In presenting any recommendations, treatment plans or advice your health outcome is largely predicated by compliance. It is also important to understand that everyone is unique and will respond to treatment differently based on genetics, environment, diet and lifestyle. Therefore it is not possible to make any treatment or timeline guarantees with regards to clinical outcomes.

Your responsibilities

Elemental Life Naturopathy will strive to provide you with the best naturopathic care possible. If you do not provide accurate information or full disclosure about your health, I may not be able to offer you the most appropriate treatment for your condition and you may not see the results you desire. You must provide me with full and accurate information about diagnosed medical conditions, medications, supplements, drug use, allergies, intolerances and other matters as discussed during our consults so I can ensure safety and efficacy of treatment

Medications, drugs and other supplements

We check interactions with any disclosed existing medications, drugs, supplements or other substances prior to prescribing anything. We can not and do not take responsibility for interactions with medications, drugs, supplements or other substances not disclosed prior to or subsequent to our consults.

Elemental Life Naturopathy only recommend remedies which are regarded as safe and effective based on a combination of scientific evidence, clinical experience and traditional knowledge and do not prescribe prohibited or illicit substances.

Elemental Life Naturopathy are not responsible for contraindications, cautions or interactions with and between medications, supplements, drugs or other not prescribed in the course of consults.

Limitation of liability

Within the context of Australian Consumer Law, you agree to indemnify me for any injury or illness you might suffer or damage or loss that might occur. If you have any doubts or concerns about any issue that might arise or may impact our collaboration you agree that you will conduct your own research and make your own fully informed decision about what is best for you and your unique circumstances. In no event shall I be liable to you for costs, loss or damage of any kind arising out of or related to this agreement or the services provided in relation to it. If this clause is unenforceable for any reason, my total cumulative liability for all causes of action of any kind shall not exceed the total amount you have paid me for my services.

Intellectual property

Copyright

All treatment options, treatment plans, prescriptions, recipes, materials and resources I provide to you are protected by copyright. They are for your personal use only and are not considered advice to third parties and may not be copied or shared in any way without my written consent.

Confidentiality

Collection of confidential information

To enable Elemental Life Naturopathy to provide its services collection of personal and sensitive information by various means may include:

  • a client intake form

  • a diet diary

  • a health questionnaire

  • when you book an appointment with me

  • questions

  • enquiry via email 

  • test results or other information relevant to your health history via email or the client portal

  • during a telephone, face to face or online consultation

The sensitive information I ask you to provide may include but is not limited to:

  • your birth date, information about your medical history, family history, allergies and intolerances, current medications, supplements, drug use and diagnosed health conditions.

  • information about foods and fluids you consume, dietary and lifestyle preferences or habits

  • information about your physical wellbeing such as blood pressure, pulse rate, temperature, weight, height, nail, tongue or iris data

  • we may discuss your emotional and mental wellbeing at the consultation, in which case I may record you’re experiences

Elemental Life Naturopathy is committed to securely storing and handling your sensitive information. Your information will be stored securely and kept completely confidential. It will not be shared with anyone or ever used for marketing. For further information, please refer to the Privacy Policy.

You have the right at your discretion not to disclose personal information. However,

  • if you do not provide full and accurate information pertinent to your health Elemental Life Naturopathy may not be able to offer you the most appropriate treatment for your condition and you may jeopardise your safety by doing so.

  • you must provide me with full and accurate information including but not limited to your diagnosed medical conditions, medications or supplements, known allergies and intolerances, so I can ensure safety of treatment and recommendation and check for pharmacological interactions with any herbs or nutrients I prescribe.

Payment terms

FORMS OF PAYMENT

Payment may be made in full at the time of booking or at the end of your consultation. If you make a booking through my website you will be given the option to pay in advance or at the consult. Elemental Life Naturopathy accept Visa or Mastercard online or cash or credit card (Visa, Mastercard) for at the consultation. In limited cases payment via direct bank deposit or Paypal may be possible. For payments by cash please ensure exact amount is tendered as Elemental Life Naturopathy may not have exact change required.

SECURITY POLICY

Elemental Life Naturopathy use “Square” for its online and in consultation payments. For more information please see “Square’s” privacy policy.

Elemental Life Naturopathy uses the ‘Practice Better’ client management system and portal. Details of their privacy and security can be found here.

CURRENCY & GST

Consultations are GST-free however GST may be payable on testing, postage and dispensary items.

All amounts quoted and charged are in Australian dollars.

Delivery of services

Consult Locations

Consultations take place at one of our clinics as advised on our website or, in limited circumstances at your home, in a face to face manner. For duty of care, privacy and confidentiality reasons Elemental Life Naturopathy has a preference not to conduct online / telephone consultations however may consent by mutual agreement to offering sch vis approved and trusted platforms (zoom, etc…). Consults are by appointment only.

Please arrive a few minutes prior to your appointment time so that you consult may be as complete as possible. We are unable to guarantee a full consult for late arrivals as this may impact other clients and consult fees are not pro-rated for time.  

For home consults it is important you have a private, quiet space where the consultation can take place. This time is for you to prioritise your health. Interruptions and disruptions likely result in incomplete disclosure.

All consults are by request and confirmed by Elemental Life Naturopathy via the portal

Initial consultations

This 1 hour consultation is where we review your presenting complaint, history, systems, diet & do other assessments or analysis as required. Referrals for further testing may be drawn up and a unique tailored treatment plan is formed from this information. While we endeavour to provide some immediate treatment advice to get you started on your path to optimal health complicated cases, cross checking interactions or where further testing or analysis is required may mean a detailed treatment plan is presented at a return consult. Elemental Life Naturopathy work collaboratively with clients and often present a range of treatment options to enhance likely compliance. Out of a duty of care for you we are not able to provide any presentation of findings or treatment options via email.

Ahead of all initial consultations, elemental Life Naturopathy ask clients to complete a Client Intake form. This collects essential data to create your account and basic information pertaining to visit. The form asks for details such as your name, contact details, date of birth and the reason for your visit.  

If I need to cancel or reschedule your appointment, I will endeavour to let you know at least 48 hours ahead of the consultation.

Return Consults

This is a ‘standard’ 30 min follow up appointment and the appointment type we use for presentation of findings and presentation of treatment options where necessary. This appointment is used to review how your treatment is working for you and tweak things as necessary or for subsequent issues that may arise. This is the standard appointment for existing clients that have had an initial consult.

Extended Consults

A 45 minute extended consult for complicated cases, new concerns or clinical lab & pathology review.

Acute Consults

A ‘quick’ 15 minute consult for existing clients to address acute conditions such as coughs, colds, flu, hayfever, headaches, migraines, etc.

Other Consults

We reserve the right to offer a range of other limited or specific consults as defined on our website and subject to change from time to time and at our discretion

Missed sessions

We provide reminders of upcoming appointments. If you need to cancel or reschedule your appointment, please do so via the online portal. 24 hours’ notice via the portal, email or sms is required to cancel unless exceptional circumstances or illness prevent this from being possible.

Please note that a cancellation policy applies to late cancellations and no shows and is subject to our discretion. At Elemental Life Naturopathy’s discretion, nonattendance without cancellation is charged at 100% of the consultation fee, last minute cancellations (less than 24 hours’ notice) are charged 50% of the consultation fee. Nonattendance or cancellations within 24 hours may mean pre-payment of future consultations at elemental Life Naturopathy’s discretion.

Refund policy

CHANGE OF MIND

Payment is required via credit card at the time of booking, or by cash or credit card at the end of each consultation (see Payment Terms above). At your request, I can issue you a Tax Invoice/Receipt via email or sms after the consultation. We have a no refund policy for change of mind after a consult but may refund up front payments in accordance with cancellation policies minus any incurred fees or charges including but not limited to bank charges and / or terminal fee (square) charges incurred  

Consumer guarantees

Minor problem

Should a minor problem occur, I will endeavour to find a solution and resolve this issue as soon as practical. This includes:

  • Problems with dispensed items (herbs/supplements), including:

  • incorrect product sent by third party supplement company

  • issue with the product sent by third party company

  • damage occurred to product during transit

In the above cases, I will follow up with the company in question on your behalf and aim to resolve the issue as soon as practical.  

Technical problems, including:

  • issues with opening/downloading information or treatment plans

  • issues with email communication

  • issues with portal access

Please notify me of the technical issue via email as soon as possible, as I may not be aware of your difficulties.

Sickness on the day of a consultation

If I am unwell and am unable to conduct your consultation, I will aim to give you 24 hours’ notice, but when this is not possible, we ask for your understanding in rescheduling your consult to a mutually agreed time as soon as possible. I will call or text you as appropriate. Should rescheduling not be possible and prepayment has been made a full refund will be issued.

MAJOR PROBLEM

Allergic reaction

It is your responsibility to notify me of any allergies, intolerances or reactions you have experienced previously or of any adverse side effects you experience. In some instance’s adverse reactions or allergies are unknown and / or unforeseeable. If you are experiencing life threatening symptoms (e.g. anaphylaxis) you must call 000 immediately. If you experience an unexpected allergic reaction to a product prescribed, you must notify Elemental Life Naturopathy immediately and discontinue use. Elemental Life Naturopathy will contact the relevant supplement company and notify them of your reaction and will complete documentation alerting the Therapeutic Goods Administration of your reaction. This may mean gathering detailed information from you regarding your reaction to report the situation fully. You will need to confirm how, when and with what you took the prescribed product and whether there are other factors not previously disclosed which could have contributed to the reaction. Such situations are very rare, so will be handled on a case by case basis.

Jurisdiction & dispute resolution

This agreement is subject to the governing law of Victoria.

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