Our mission at Wellness Haven is to provide you with client-focused, evidence-based solutions to your health concerns that both address your symptomatic discomfort and your root cause.
Please familiarise yourself with the following terms and conditions to avoid any confusion and disappointment. Any concerns, contact [email protected]
New Clients – First Appointment
For any new clients, you are required to have an initial naturopathic consultation (whether including the massage bonus or on its own). Your consult will range from 75 minutes to 90 minutes and during this time we will have a thorough discussion regarding your primary health concern, a review of relevant body systems and notes will be taken about various aspects of your health and health history. A treatment protocol will be prescribed either at the time of consult or up to 24 hours post consult depending upon the level of complexity, which may involve diet and lifestyle recommendations, possible pathology testing to help analyse your health condition, herbal medicine or supplements.
If prior to the appointment or during any appointments I feel that my services are not appropriate for your health condition, I reserve the discretion to cancel your appointment and refer you to another practitioner more suited to your needs.
New Clients – Discovery Call
You may request a discovery call free of charge if you wish to find out about the services I offer and if I may be able to assist you with your health concern. Booking of these discovery calls can be done via the online booking system or by emailing [email protected] Discovery calls go for 15 minutes and will not include any therapeutic suggestions or prescribing of your health concerns.
Naturopathic appointments are separated into initial and follow-up consultations. Initial naturopathic appointments are 75 minutes and the massage bonus can be included, taking the appointment to 90 minutes in duration. Follow-up naturopathic appointments are 45 minutes and the massage bonus can be included taking the appointment to 75 minutes in duration.
For massage consultations, the deep tissue massage can go for either 60 minutes or 90 minutes, the specialised treatment massage goes for 60 minutes and the combination of deep tissue and specialised treatment massage goes for 90 minutes.
Any of these appointments can be booked either through the online booking system, 24/7, otherwise you may email or call to book. A response will arrive to these requests during business hours and we endeavour to respond within 24 hours.
You will receive a booking confirmation via email and an appointment reminder via email and SMS two days before your appointment.
There is a sufficient time gap left between each consultation so that we can endeavour to always start your consultation on time. Please refrain from arriving more than 5 minutes early to give the prior client enough time to leave.
In the case of arriving late for your appointment, the time you are late is deducted from your appointment and we will still be finishing on scheduled time so that we can respect the time of the following client and not impede into their session. The full consult price will still be charged. It is advised to always arrive either 5 minutes prior or on time to your appointment to get the most out of your consultation.
The price of all appointments are clearly listed on our website and during the booking process. Payments for consultations and any prescribed herbal medicine or supplementation is due at the end of the consultation via credit card, debit card or cash via our Square Reader. An invoice will be send out via SMS or email at the end of payment. There may be multiple platforms advertising our prices and although we endeavour to have these prices reflected accurately across all platforms, mistakes can sometimes be made. Prices are accurate as per the websites advertised price and charging will be in alignment with these prices.
If utilising any external dispensary service (Vital.ly, Ariya, Natural Script) then payment is required through their services and you have access to purchase repeat prescriptions up to the number included on your prescription at the time of consultation and as set by your practitioner.
Rescheduling by the Practitioner (the Provider)
In the circumstance that I need to reschedule your appointment, I will do my best to provide as much notice as reasonably possible and offer alternative appointment times to suit you at your convenience.
Rescheduling by You (the Client)
I understand that life can get in the way and you may be required to reschedule your appointment which you can do so by contacting me via email up to 24 hours before your appointment time. If you need to reschedule less than 24 hours before your scheduled appointment, 50% of your consultation fee is charged as I highly value your time, my time and the time of those on my waiting list. Please call 0444 527 788 or email [email protected] if you need to reschedule.
No-shows and last minute cancellations are difficult for our business and it may mean other clients miss out. We value our time as much as we value yours and appreciate when others do so too. You can cancel or reschedule anytime via phone, facebook messenger, or email with a minimum of 24 hours notice. Less than 24 hours notice will incur a 50% cancellation fee of their consultation fee.
In the case of a no show or cancellation, further appointments may require a 50% deposit of their consultation fee at the time of booking. This cancellation policy is clearly stated at the time of booking, which you agree to prior to any consultation.
Preparation for appointment
We request that you bring in or email through any relevant pathology or scans done prior to your consultation, in order to maximise the time spent with your practitioner. Some further pathology may be suggested if it will help improve the understanding of your case and assist in formulating a specific and highly effective treatment protocol. It is ultimately up to the clients discretion if they wish to pursue getting those further pathology tests completed and whether they wish to pay for services out of pocket or visit their medical doctor for a referral.
An intake form is emailed to you at the time of booking and we require that filled out at least 24 hours prior to your scheduled appointment time. Access to this intake form can be found through the link on your confirmation email. If this form is not received prior to your appointment, it will need to be filled during your appointment which the client will sacrifice the time taken to complete from their consultation. The usual initial consultation will proceed, but any time taken to fill out the form will be deducted from your consult. The full consult fee will still be charged. Further consultations may be required to gather the information missed.
Under no circumstances will sexual comments or advances, aggressive comments, or gestures be tolerated. Anything of this nature will result in termination of the appointment, with full payment expected.
Health and Hygiene
Health and hygiene is of utmost importance at Wellness Haven and is taken very seriously and regularly evaluated to be of the highest standard.
The clinic is a sanitary and clean environment where your health and the health of the practitioner is of a primary concern.
Each client receives clean towels and sheets. All towels are thoroughly washed in hot water before they are ready for the next client. The floors, surfaces and door handles are washed daily, and rubbish bins emptied multiple times a day. Massage oils are dispensed from a pump bottle.
During the dispensing of therapeutic supplements, a clean spatula is used for the creams and clean bowels and measuring utensils are used for the dispensing of all powders.
You will need to check with your Insurance Provider if you are covered for Naturopathic consultations. Each provider has a unique code, so if you are eligible let us know and we will provide you with the appropriate code. Our provider numbers for claiming purposes can be found on your invoice issued after your appointment.
I, Sarah Patterson, am not a medical doctor; I do not service medical emergencies. If you have a medical emergency, you must contact your primary care physician or dial your country’s emergency number (000 for Australia).
Please contact me via email at [email protected] if you have any questions, concerns or require clarification on any of my terms and conditions.