CONSULTATIONS
CHANGE OF MIND
Payment is required via credit card or cash either at the point of booking, or at the end of each consultation. At your request, I can issue you a Tax Invoice/Receipt via email after the consultation. Following a consultation, there is no refund for change of mind, but if you are unhappy with the consultation or it has not met your expectations, then please contact me to discuss.
Refunds are available if you have booked and paid for your consultation in advance and wish to cancel your booking, but you must give 48 hours’ notice, ahead of your scheduled appointment time. I will arrange a refund either back on to the card by which you paid, or directly into your bank account.
Consumer guarantees
MINOR PROBLEM
Should a minor problem occur, I will endeavour to find a solution and resolve this issue as soon as practical.
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 and arrange a replacement product within 5 business days, if possible.
Technical problems, including:
- issues with opening/downloading a PDF information sheet or treatment plan
- issues with email communication
Please notify me of the technical issue via email as soon as possible, as I may not be aware of your difficulties. I will aim to resolve the issue within 48 hours.
Problems with consultations, including:
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, I ask for your understanding in me letting you know on the morning of the consultation. I will call or text you as appropriate.
If you need to cancel or reschedule your appointment, please give 24 hours’ notice via email or telephone call. If you find yourself unexpectedly unwell on the day of your consult, please contact me as soon as possible to reschedule.
Cancellation policy
Please note that a cancellation policy applies to last minute cancellations and no shows. No shows are charged 100% of the consultation fee. Last minute cancellations (less than 24 hours’ notice) are charged 50% of the consultation fee, at my discretion. If you don’t show up or cancel your appointment at the last minute, I will request pre-payment of future consultations.
Internet issues or power outage during an online consultation
In the instance of technical issues during an online consultation, I will attempt to call you on the phone number you have provided in order to continue the consultation. If this is not possible, I will reschedule the consultation to a time convenient for us both.
MAJOR PROBLEM
Allergic reaction
It is your responsibility to notify me of any allergies, intolerances or reactions you have experienced previously prior to the initial consultation. 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 I have prescribed, you must notify me straight away. Once I am notified of the reaction, I will contact the relevant supplement company within 24 hours and notify them of your reaction. I will complete documentation including a Blue Card for the Therapeutic Goods Administration. I will need to gather 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.
In these rare circumstances, I will endeavour to find a financially agreeable solution for you. The supplement company in question may offer a refund of the item, in which case I will be able to refund you in full. These situations are very rare, so will be handled on a case by case basis.
Achieving expected results
When writing your treatment plan, I will outline an expected timeframe in which you are likely to achieve your treatment goals, however this outcome depends on many factors including your compliance with recommended treatment. It is also important to understand that everyone is unique and will respond to treatment differently, due to variances in genetics, environment, diet and lifestyle. Therefore it is not possible to make any treatment or timeline guarantees with regards to your clinical outcomes.
PHYSICAL PRODUCTS
REFUNDS
There are no refunds on supplements and digital products like the eCourses, eBooks and ePosters. We hope you love your products, but we understand that some things just don’t work out as planned. If for any reason you are not completely satisfied with an item, you may return it to us for exchange within 7 days of purchase. We do not offer refunds for change of mind. Please contact us prior to returning item.
Returns must be returned to us within 7 days of when the item(s) was received. Return shipment costs are the responsibility of the buyer. Returned goods must be delivered to us unused, in original packaging and in the condition they were received or may not be eligible for refund. We are unable to issue a refund without actual receipt of the item(s) or proof of received return delivery. Please allow 1 week from when we receive your return or exchange to be processed. In cases of loss or breakage, replacement will be offered according to circumstances, a refund is not possible for faulty items.
E-PRODUCTS
There are no refunds on digital products like the eBooks and ePosters.
MEMBERSHIP – THE MAMA’S VILLAGE
REFUNDS
There are no refunds on digital products like the membership. However, you can cancel at any time.