Client Policies

Last revised: 3rd June 2018

  • 24-hour Cancellation Policy
    Mikaela works on a scheduled appointment basis. Because your appointment time has been reserved especially for you, clients are required to give a minimum of 24 hours notice when cancelling an appointment, which can then be rescheduled at no extra charge. Any appointments that are cancelled with less than 24 hours notice will be billed 50% of the appointment rate.

  • Case Review Consultation Billing Policy
    The fee for your case review consultation will be added to your initial consultation invoice, as it is our policy that case review consultations are prepaid. This is to cover the cost of the many hours it takes for Mikaela to put together your individualised treatment protocol in preparation for your case review consultation.
    ​
  • Phone Consultation Billing Policy
    (Does not apply to in-clinic consultations)
    If you have scheduled a phone consultation, you will be emailed an invoice upon booking. Payment is to be made by bank transfer, and must be received by Own Health at least 3 business days prior to your consultation. No refunds will be given for cancelled appointments. Appointments can be rescheduled at no extra cost if at least 24 hours of notice is given. If the appointment is rescheduled within 24 hours of the original appointment time, a rescheduling fee of $65 will apply.

  • In-Clinic Billing Policy
    (Does not apply to phone consultations)
    Payment can be made via our online payment system at the end of your consultation. Bank transfer is also available upon request, and is to be received by Own Health at least 3 business days prior to your consultation.
    ​
  • E-mail Correspondence Policy
    In order for you to receive a response to your e-mails in a timely manner, your question(s) should be brief, concise, and, ideally, answerable with a “yes” or “no.” Please limit your messages to: 
    ​
    - Questions about a medication, supplement, or diagnostic test
    - Requests to refill a natural medication or supplement prescription
    - Responses to a question from Mikaela
    - Notes concerning scheduling, cancelling, or changing an appointment

    ​If your questions or concerns are beyond the scope described above, and/or require more time and attention, Mikaela will notify you that she will answer your question(s) as an email correspondence consultation, for which you will be invoiced $60.

  • Pricing Policy
    The current consultation rates can be found on the Rates & Bookings page of this website. The Own Health e-mail newsletter will notify past and current clients if the rates are adjusted at any stage.
    ​
  • Practitioner-Initiated Rescheduling Policy
    In the event that Mikaela is unable to consult at your appointed time (e.g. if she has fallen ill), contact will be made with you as soon as possible, and your appointment will be rescheduled to another day and time that works for you.

  • Medical Care Policy
    Naturopaths and nutritionists are not medical doctors. The services provided by Own Health should not be relied upon as a substitute for medical diagnosis or treatment, but are to be utilised as a complementary service to standard medical care. Mikaela endeavours to work alongside and in conjunction with your GP and/or specialist(s) in order to best help you on your journey towards optimal health. As an Own Health client, it is asked that you never delay seeking medical advice, disregard medical advice, or discontinue medical treatment without first consulting with your doctor. All supplements, dietary changes, exercise regimes, and lifestyle interventions recommended by Own Health should always be discussed with and approved by your doctor.

  • Privacy Policy
    All information collected by Own Health is treated as private and confidential, to the best of our ability. Clients have the right to access all personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Own Health reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis, in order to cover any administrative costs involved.
    ​
    Upon booking an initial consultation, your details will be used to set up accounts with HealthKit and vital.ly. Your clinical notes will be stored on HealthKit.     Own Health also utilises third-party services via Gmail and Google Drive for the purpose of e-mail correspondence and document storage. Your e-mail address will be used to send you occasional newsletters via MailChimp containing useful information and updates to help you get the most out of our services, however, if you do not wish to receive these e-mails, you are able to unsubscribe at any time. 

    Own Health is not responsible for the content or privacy and security practices and policies of these third-party sites or services. Any information given to a third-party site or service is provided directly to the operators of such services and is subject to those operators’ policies, if any, governing privacy and security, even if accessed through Own Health’s website, social media pages, or via electronic correspondence with Own Health. It is advised that you read and agree to the privacy policy statements of each of these third-party sites before making a booking with Own Health. 

    ​If you are in communication with Own Health via electronic means, including e-mail, contact forms, Facebook, or Instagram, Own Health does not have full control over the transmission or storage of any personal information that you disclose. Participation in any form of electronic communication implies that you understand and accept that there is an inherent risk of disclosure or loss of personal information, for which Own Health cannot be held responsible. 

    For further information, please read Own Health's full Privacy Policy.​

  • Updates to Client Policies
    These policies will be updated from time to time. Please check back periodically to be made aware of any changes. The use of any and all Own Health services after the revised Client Policies have become effective indicates that you have read, understood and agreed to the current version of the Client Policies. The date of last revision can be found at the top of the page.