Legal + Privacy

Privacy Policy

Our commitment to your privacy

House of Well respects your privacy and is committed to protecting the personal and health information entrusted to us.

As a health service provider, House of Well handles personal and health information in accordance with applicable Australian and Victorian privacy legislation, including the Privacy Act 1988 (Cth), Australian Privacy Principles (APPs) and Health Records Act 2001 (Vic).

Health information is sensitive information and is handled with particular care. Victorian requirements cover matters including collection, use and disclosure, security, access and correction, and transfer of health information.

Information we may collect

House of Well may collect personal information that is reasonably necessary to provide our services and operate the practice.

Depending on how you interact with House of Well, this may include:

• your name, date of birth and contact details

• appointment and booking information

• health history, symptoms and lifestyle information

• medications, supplements and treatment information

• pathology or other test results

• clinical notes and treatment plans

• correspondence between you and House of Well

• information you provide through forms, questionnaires or enquiries

• payment and transaction information

• information required to safely and appropriately provide naturopathic or skin health services.

We may also collect information that you voluntarily provide through the House of Well website, email, telephone, online booking system or other communication channels.

Where reasonably necessary for your care, information about family medical history may also form part of your clinical record.

How we collect your information

Information may be collected directly from you when you:

• make an enquiry

• book an appointment

• complete an intake or consent form

• attend a consultation or treatment

• communicate with House of Well

• purchase a product or service

• provide pathology, medical or other health information.

With your consent, or where otherwise permitted by law, relevant information may also be obtained from another healthcare practitioner, pathology provider or other person involved in your care.

How your information is used

Your information may be used to:

• provide and manage your care

• assess your health history and individual needs

• develop and review treatment recommendations

• manage appointments and communicate with you

• arrange prescriptions, practitioner products or testing where appropriate

• maintain clinical records

• process payments and administer the practice

• respond to enquiries, feedback or complaints

• meet professional, insurance and legal obligations

• improve the operation of House of Well.

House of Well will generally use health information for the purpose for which it was collected or for a directly related purpose that you would reasonably expect. Otherwise, consent will generally be sought unless use or disclosure is permitted or required by law.

Sharing your information

Your personal or health information will not be sold.

Where reasonably necessary to provide services or operate the practice, information may be disclosed to third parties such as pathology providers, dispensing services, other healthcare practitioners involved in your care, practice-management and booking providers, payment providers, IT or technology service providers, or other professional service providers.

Only information reasonably necessary for the relevant purpose will be shared.

Where your consent is required before information is shared with another healthcare practitioner or service, this will be obtained unless disclosure is otherwise permitted or required by law.

Storage and security

House of Well takes reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification or disclosure.

Information may be stored electronically through secure practice-management and technology systems and, where applicable, in physical records.

Third-party service providers may be used to assist with booking, clinical records, communication, payment processing and other practice functions. Appropriate care is taken when selecting and using services that handle personal or health information.

Where information is transferred or stored outside Victoria or Australia, House of Well will take reasonable steps to ensure the handling of that information is consistent with applicable privacy requirements.

Victorian health privacy requirements specifically address data security, retention and transborder data flows.

Website information and cookies

When you visit the House of Well website, certain technical information may be collected automatically, such as your browser type, device information, pages visited and general website usage information.

Cookies and similar technologies may be used to help the website function correctly, understand website use and improve the online experience.

This information is generally used for website administration, security, analytics and improvement.

Marketing communications

House of Well may occasionally provide health education, practice updates or other communications where you have consented to receive them.

You may unsubscribe from marketing communications at any time.

Communications directly relating to your appointments, treatment or care are not considered marketing communications.

Accessing or correcting your information

You may request access to personal or health information held about you or ask for information to be corrected if you believe it is inaccurate, incomplete or out of date.

Some exceptions may apply where permitted by law.

Victorian law provides individuals with an enforceable right to access health information held by private-sector health service providers, subject to specified exceptions.

Requests can be made by contacting:

House of Well
Email: info@houseofwell.com.au

If you have a question or concern about how House of Well has handled your personal or health information, please contact us in the first instance so that we can review and respond to your concern.

If a privacy concern cannot be resolved directly, you may also have the right to contact an appropriate external privacy or health complaints body.

Changes to this policy

This Privacy Policy may be updated periodically to reflect changes to House of Well's services, technology or legal obligations.

Last updated: September 2026

Terms of Use

Website information

The information provided on the House of Well website, including articles, downloadable guides, recipes, social media content and resources contained within The Well Library, is provided for general educational and informational purposes.

It is not intended to provide individual medical, naturopathic or other healthcare advice and should not be relied upon as a substitute for care from an appropriately qualified healthcare professional.

Health information is individual. Recommendations that may be appropriate for one person may not be appropriate for another.

If you have concerns about your health, seek advice from an appropriately qualified healthcare professional.

Medical emergencies

House of Well does not provide emergency medical services through this website, email, social media or online enquiry forms.

If you are experiencing a medical emergency, call 000 or seek urgent medical care.

Practitioner-client relationship

Accessing this website, downloading a resource, submitting an enquiry or interacting with House of Well through social media does not by itself establish a practitioner-client relationship.

A practitioner-client relationship is established when you formally engage House of Well to provide a clinical service.

The Well Library

Resources available through The Well Library are designed to provide general health and wellbeing education.

They are not personalised treatment plans and should not be interpreted as recommendations for the diagnosis or treatment of a particular health condition.

Where supplements, herbs, foods or lifestyle practices are discussed, individual suitability may vary depending on factors including medical history, medications, allergies, pregnancy and other health circumstances.

Accuracy of information

House of Well aims to provide thoughtful, evidence-informed and current information.

Health information and research can change over time, however, and House of Well does not guarantee that all website content will remain complete or current indefinitely.

External links

The website may contain links to third-party websites or services.

These are provided for convenience or further information. House of Well is not responsible for the content, privacy practices, accuracy or availability of external websites.

Intellectual property

Unless otherwise stated, website content, written resources, downloadable materials, branding, graphics and original educational materials are owned by or licensed to House of Well.

Resources are provided for personal, non-commercial use unless otherwise stated.

Content must not be reproduced, republished, sold or distributed for commercial purposes without prior written permission from House of Well.

Booking + Cancellation Policy

Appointments

Please select the appointment type most appropriate for your needs when booking.

New naturopathic clients should begin with an Initial Naturopathic Consultation.

If you are unsure which appointment is appropriate, you are welcome to book a complimentary Discovery Call or contact House of Well before booking.

Payment

Appointment fees are displayed at the time of booking.

Where payment is required in advance, your appointment is confirmed once the required payment has been successfully processed.

Any additional costs associated with herbal medicines, nutritional supplements, pathology or functional testing, products or other services are not included in the consultation fee unless expressly stated.

Where possible, additional costs will be discussed with you before proceeding.

Cancellations and rescheduling

House of Well understands that circumstances change.

If you need to cancel or reschedule your appointment, please provide at least 24 hours' notice.

Cancellations or changes made with less than 24 hours' notice, and missed appointments, may incur a cancellation fee.

Exceptions may be considered at House of Well's discretion in circumstances such as genuine illness or emergency.

Late arrival

If you arrive late to your appointment, the consultation may need to finish at the originally scheduled time to avoid impacting the next client.

The full consultation fee may still apply.

Where there is insufficient time to safely or appropriately complete the service, rescheduling may be necessary.

Telehealth

Clients attending via telehealth are responsible for ensuring they have a suitable internet connection, compatible device and a private environment in which they feel comfortable discussing their health.

Technical difficulties will be managed reasonably where possible.

Products, prescriptions and testing

Herbal medicines, nutritional supplements, pathology or functional testing and other recommended products are additional to consultation fees unless otherwise specified.

Recommendations are made according to individual circumstances and are not intended to replace prescribed medical treatment unless this has been discussed with the prescribing healthcare professional.

Refunds

Consultation fees relate to the professional time reserved and services provided.

Refund requests will be considered in accordance with Australian Consumer Law and any other applicable legal obligations.

Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.

Complaints + Feedback

House of Well aims to provide respectful, collaborative and professional care.

If you have a concern about your experience, treatment, privacy or any aspect of the services provided, you are encouraged to contact House of Well directly.

Concerns will be treated respectfully and confidentially and reviewed with the aim of reaching a fair and appropriate resolution.

Email: info@houseofwell.com.au

Making a complaint will not adversely affect the care you receive.

Where a concern cannot be resolved directly, you may be entitled to contact an appropriate external body, including the Victorian Health Complaints Commissioner in relation to health services or health information privacy matters. Victoria's Department of Health confirms that complaints about breaches of the Health Records Act or Health Privacy Principles are handled by the Health Complaints Commissioner.