Terms & Conditions

Inner Wellness Natural Medicine
Effective Date: 16 April 2025

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These Terms & Conditions govern all services provided by Inner Wellness Natural Medicine (“we”, “us”, “our”). By booking or attending any appointment—whether in-person or via telehealth—you acknowledge that you have read, understood, and agreed to these Terms.

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1. Scope of Services & Client Responsibilities

Inner Wellness Natural Medicine provides naturopathy, nutritional guidance, herbal medicine, homeopathy, and Reiki. These services are complementary and are not a substitute for medical diagnosis, treatment, or advice provided by a GP or medical specialist.

You agree to:

• Provide accurate, complete, and up-to-date information regarding your medical history, medications, supplements, symptoms, and diagnoses.

• Inform the practitioner (Tanya Lowe) of any changes to your health, including new medications, pregnancy, or breastfeeding.

• Understand that treatment outcomes depend on the information you disclose, and incomplete disclosure may affect your care.

• Accept responsibility for all decisions regarding your health and treatment.

 

Reiki Disclaimer

Reiki is a non-invasive, energy-based therapy that supports relaxation and emotional wellbeing. It does not diagnose conditions, replace medical treatment, or serve as a standalone treatment for acute or serious health issues.

 

2. Use of AI-Assisted Note-Taking

AI-powered clinical software (e.g., Heidi Health) may be used to assist in accurate and efficient clinical documentation.

• Temporary audio recordings may be generated.

• No full names or identifying personal information are included in these files.

• Files are automatically deleted within 48 hours.

• These tools comply with applicable privacy and security standards.

 

3. Functional Testing & External Laboratories

If functional testing is recommended, you may be referred to trusted laboratories including:

• Nutripath

• Cobiome by Microba

• InterClinical Laboratories

• I-screen

• BeFunctional

These laboratories operate under their own privacy and data policies. Your results will be used solely for assessment and treatment planning. You have the right to a copy of your own results, however, it advised to have these discussed during a proper appointment, to avoid inappropriate use and self-diagnosis.

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4. Telehealth Consultations

 

a. Consent to Telehealth

By booking a telehealth appointment, you consent to receiving care via secure video or phone platforms such as Zoom or Cliniko.

 

b. Confidentiality

Consultations are not recorded and are conducted using encrypted platforms. Your information is managed according to the Australian Privacy Principles and our Privacy Policy.

c. Limitations

Some conditions may require physical examination or testing that cannot be provided via telehealth, and you may be referred accordingly.

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d. Emergencies

Telehealth is not appropriate for emergencies. If you require immediate assistance, call 000 or attend your nearest emergency department.

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e. Your Responsibilities

You must:

• Use a quiet, private location

• Ensure reliable internet connection

• Provide complete information regarding your health

 

5. Recording of Sessions

Recording (audio, video, or otherwise) of any consultation or session is strictly prohibited without prior written consent. Unauthorised recording may breach privacy laws and result in immediate termination of services and potential legal action.

 

6. Payment, Cancellations & Deposits

 

Fees & Payment

• In-person consultations: payment is due at the end of the appointment.

• Telehealth consultations: payment is due within 24 hours of the appointment.

• Herbs and supplements will not be shipped until payment is received in full.

• Payment methods include Stripe, Square, bank transfer, cash, or other approved methods.

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Cancellations

• A minimum of 24 hours’ notice is required to cancel or reschedule without charge.

• Cancellations with less than 24 hours’ notice, or failure to attend, incur the full consultation fee.

 

Late Arrivals

Late arrivals may shorten your appointment time but will be charged at the full fee.

 

New Patient Deposit Policy

• A $75 deposit is required for all new patient appointments and must be paid at least 7 days prior.

• If not received by the due date, the appointment will be cancelled.

• Deposits are refundable with at least 24 hours’ notice.

• You must confirm cancellation and provide the last four digits of the payment method for verification.

• If confirmation is not received before the appointment time, a $25 administration fee will be deducted from the deposit.

• Exceptions may be granted at the practitioner’s discretion.

 

Refunds

Consultation fees for completed services are non-refundable.

 

7. Product, Supplements & Herbal Formula Policy

You agree to:

• Use all supplements, herbal formulas, and remedies exactly as prescribed.

• Follow all written and verbal instructions provided.

• Report concerning symptoms promptly.

• Store products safely and check expiry dates.

We are not responsible for adverse outcomes resulting from:

• misuse or incorrect dosing

• expired products

• combining prescribed products with undisclosed medications or supplements

 

Shipping

Postage fees apply. Once shipped, we are not responsible for delays or postal service issues. Opened products cannot be returned for safety and hygiene reasons.

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8. Urgent Medical Care, Adverse Effects & Safety

While complementary therapies are generally well tolerated, certain symptoms require urgent medical attention.

 

a. Seek Immediate Emergency Care

Call 000 or go to the nearest emergency department if you experience:

• difficulty breathing, severe shortness of breath, or chest pain

• swelling of the face, lips, throat, or tongue

• severe allergic reactions (e.g., hives, anaphylaxis)

• rapid or irregular heartbeat

• severe abdominal pain, vomiting blood, or black stools

• sudden severe headache, weakness, confusion, or slurred speech

• fainting, seizures, or loss of consciousness

• jaundice or signs of internal bleeding

• any severe, frightening, or rapidly worsening symptoms

 

These symptoms should never wait for practitioner advice.

 

b. Concerning But Non-Emergency Reactions

If you experience symptoms such as:

• new rashes

• digestive upset persisting longer than expected

• headaches, dizziness, or palpitations

• unusual fatigue or mood changes

• insomnia or nervous system overstimulation

• menstrual changes that seem excessive

 

You agree to:

1. Stop the product immediately.

2. Email the practitioner (preferred).

3. Wait for instructions before resuming any treatment.

 

9. Communication Policy

Email is the preferred and primary method of communication for all non-urgent matters, including administrative questions, follow-up information, and appointment changes with more than 48 hours’ notice.

You acknowledge that:

• Email is the only monitored channel for clinical communication.

• SMS or phone calls are only to be used for appointment cancellations made within 48 hours of the scheduled time.

• Social media messages are not accepted or monitored.

• Email is not continuously monitored and must not be used for urgent concerns.

 

10. Limitation of Liability

We take reasonable measures to provide safe, evidence-informed care. However:

• Individual results vary and are not guaranteed.

• You are responsible for your treatment decisions.

• Inner Wellness Natural Medicine is not liable for adverse outcomes resulting from withheld information, failure to follow medical advice, or misuse of recommended products.

 

11. Code of Conduct for Unregistered Health Practitioners

We comply with the General Code of Conduct for Health Care Workers under the Health Complaints Act 2016 (VIC), which includes:

• providing services safely and ethically

• obtaining informed consent

• working within scope of practice

• protecting client dignity and autonomy

• maintaining privacy and confidentiality

• referring to other practitioners when appropriate

12. Complaints & External Review

We encourage you to contact Tanya Lowe directly if you have concerns.

If the matter cannot be resolved, you may contact the Health Complaints Commissioner (VIC):
🌐 hcc.vic.gov.au
📧 hcc@hcc.vic.gov.au
📞 1300 582 113

 

13. Changes to These Terms

We may update these Terms periodically. The updated version will be posted on our website with the revised effective date. Continued use of services constitutes acceptance of any changes.

 

14. Contact Details

Tanya Lowe
Inner Wellness Natural Medicine
📧 innerwellnessnaturalmedicine@gmail.com
📞 0468 891 911
📍 Victoria, Australia