Terms of Service

Appointments + Bookings

New naturopathic clients are asked to begin with an Initial Naturopathic Consultation unless otherwise arranged.

Follow-up consultations are available to existing clients and should be booked according to the stage of your care.

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

House of Well reserves the right to recommend a different appointment type where additional time or a different service is required to appropriately address your needs.

Fees + Payment

Current consultation fees are displayed on the House of Well website and/or online booking portal.

Where payment is required at the time of booking, your appointment is secured once payment has been successfully processed.

Consultation fees cover the professional time associated with the booked service. Herbal medicines, nutritional supplements, pathology or functional testing, products and other external services are not included in the consultation fee unless expressly stated.

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

Prices may change from time to time. Any change will not affect an appointment that has already been booked and paid for at an agreed price.

Cancellations + Rescheduling

House of Well understands that plans sometimes change.

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

Appointments cancelled or rescheduled with less than 24 hours' notice may incur a cancellation fee. Missed appointments may also incur a fee.

House of Well recognises that illness, emergencies and unexpected circumstances can occur. Exceptional circumstances may be considered at our discretion.

If House of Well needs to cancel or reschedule your appointment, reasonable efforts will be made to provide notice and arrange another suitable time.

Late Arrival

Please arrive or join your telehealth appointment at the scheduled time.

If you arrive late, your consultation may need to finish at the originally scheduled time so that subsequent clients are not affected.

The full appointment fee may still apply.

If there is insufficient time remaining to safely or appropriately provide the booked service, the appointment may need to be rescheduled.

Telehealth Appointments

Some House of Well services may be provided by telehealth.

You are responsible for having a suitable internet connection, compatible device and, where possible, a private environment in which you feel comfortable discussing personal health information.

While reasonable steps are taken to provide a reliable telehealth service, technology can occasionally fail. If significant technical difficulties prevent an appointment from proceeding, House of Well will work with you to determine an appropriate alternative.

Herbal Medicines, Supplements + Testing

Where clinically appropriate, your practitioner may discuss herbal medicines, nutritional supplements, pathology or functional testing or other supportive products as part of your care.

These are generally an additional cost and are not included in consultation fees unless otherwise stated.

Recommendations are individual and are based on the information available at the time of your consultation.

Please inform your practitioner of your current medications, supplements, allergies, diagnosed conditions, pregnancy or breastfeeding status and relevant changes to your health so that these can be considered when recommendations are made.

Your Role in Your Care

House of Well aims to provide collaborative, individualised care.

To help us provide appropriate care, you are responsible for providing information about your health that is accurate and complete to the best of your knowledge, including relevant diagnoses, medications, supplements, allergies and changes in your circumstances.

You are encouraged to ask questions if you do not understand a recommendation or have concerns about any aspect of your care.

You remain free to accept or decline any recommendation made during your care.

Scope of Practice

House of Well provides naturopathic and holistic health services within the practitioner's professional scope of practice.

Naturopathic care is complementary and is not intended to replace appropriate medical assessment, diagnosis or treatment.

Where a presentation requires medical investigation, emergency care or care outside the practitioner's scope, you may be encouraged or advised to seek care from your GP, specialist or another appropriately qualified healthcare professional.

House of Well does not provide emergency medical services.

If you are experiencing a medical emergency, call 000 or attend an appropriate emergency service.

Communication Between Appointments

House of Well may communicate with you between appointments regarding matters such as appointment administration, clarification of your treatment plan or brief progress updates.

Email, SMS or other messaging is not intended to replace a consultation where clinical assessment, substantial treatment changes or new health concerns are involved.

If your question requires clinical assessment or significant review, you may be asked to book an appropriate consultation.

House of Well cannot provide emergency or urgent medical support through email, SMS, social media or website enquiries.

Treatment Outcomes

Health outcomes vary between individuals and can be influenced by many factors.

While House of Well aims to provide thoughtful, evidence-informed and individualised care, specific treatment outcomes or timeframes cannot be guaranteed.

Treatment plans may be reviewed and adjusted over time according to your response, circumstances and evolving health needs.

Refunds

Consultation fees relate to professional services and appointment time provided or reserved.

Any request for a refund will be considered having regard to the circumstances and House of Well's obligations under applicable Australian law.

Products supplied through House of Well may be subject to separate return or refund conditions depending on the nature of the product and applicable consumer protections.

Nothing in these Terms of Service excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Respectful Care

House of Well is committed to providing a respectful, safe and professional environment.

Clients are expected to communicate respectfully with practitioners, staff and others associated with the practice.

House of Well reserves the right to decline or discontinue non-emergency services where there is threatening, abusive, discriminatory or seriously inappropriate behaviour, subject to professional and legal obligations.

Where an ongoing therapeutic relationship needs to end for other reasons, this will be managed as appropriately and respectfully as reasonably possible.

Privacy + Health Information

Personal and health information is handled in accordance with the House of Well Privacy Policy and applicable privacy and health records legislation.

Further information about the collection, use, storage and disclosure of your information is available in our Privacy Policy.

Changes to These Terms

House of Well may update these Terms of Service from time to time to reflect changes to services, practice operations or legal requirements.

The version applicable to a booking will be the version made available at the relevant time, subject to applicable law.

Last updated: September 2026

House of Well
Naturopathy + Holistic Skin Health
info@houseofwell.com.au