TERMS AND CONDITIONS

SAME WELLNESS – WEBSITE TERMS & CONDITIONS

Effective date: December 2025

Welcome to Same Wellness (“Same Wellness”, “we”, “us”, “our”). These Terms & Conditions (“Terms”) govern your use of our website and online services.

By accessing or using this website, booking an appointment, or engaging with our services online, you agree to be bound by these Terms, along with our Privacy Policy and any clinic-specific policies (such as our Cancellation Policy and Fees Schedule).

SECTION 1: WHO WE ARE

Same Wellness is a multidisciplinary health and wellness clinic providing services such as psychology, naturopathy, occupational therapy, lactation consulting (IBCLC), and other allied and complementary health services.

These Terms apply to your use of:

·       our website and online booking platforms

·       our telehealth services

·       any digital content or resources we make available

·       our social media channels where we link back to these Terms

If you have questions about these Terms, you can contact us at:
Email: info@samewellness.com.au

SECTION 2: CONSENT TO TERMS

By using this website, booking an appointment, or accessing any of our online content, you are taken to have:

·       read and understood these Terms

·       agreed to comply with them

If you do not agree to these Terms, you should not use our website or services.

We may also ask you to confirm your agreement by clicking “Accept”, “Agree”, “Book”, “Pay”, or similar. Doing so forms a binding agreement between you and Same Wellness.

SECTION 3: AGE & ELIGIBILITY

By using this site, booking or paying for services, you warrant that:

·       you are at least 18 years of age and have capacity to enter a legally binding agreement; or

·       where you are a parent/guardian, you are booking and consenting on behalf of a minor in your care.

If you are under 18, you must not book or use services without the involvement of a parent or legal guardian.

SECTION 4: HEALTH INFORMATION & NO MEDICAL RELATIONSHIP VIA WEBSITE

The information on this website (including blog content, posts, downloads, and social media content) is:

·       general in nature

·       not tailored to your specific circumstances

·       not a substitute for individual medical, psychological, or health advice

Viewing or using this website does not create a therapist–client, psychologist–patient, or doctor–patient relationship.

You should always seek personalised advice from your GP, psychologist, specialist, or other qualified health practitioner before acting on any information from this website.

If you are experiencing a medical emergency or acute mental health crisis, call 000 or attend your nearest emergency department.

SECTION 5: TELEHEALTH SERVICES

Same Wellness offers telehealth consultations across Australia, subject to practitioner registration, regulatory requirements, and clinical suitability.

By booking or attending a telehealth appointment, you acknowledge that:

·       telehealth may have limitations compared with in-person care (e.g. physical examination)

·       our practitioners will only provide telehealth services where clinically appropriate and within their scope and registration

·       Medicare rebates for telehealth may depend on your eligibility, referral type, and current Medicare rules

We may decline or discontinue a telehealth consultation if we consider it clinically inappropriate, unsafe, or outside our scope of practice. In that case, we may recommend alternative services (e.g. in-person care, emergency care, or another provider).

SECTION 6: MEDICARE, FEES & PAYMENT

Our current fees and rebate information are displayed on our Fees page or provided at the time of booking.

·       Medicare rebates may be available for eligible services (for example, psychological services under a valid Mental Health Treatment Plan).

·       Clients are responsible for full payment of fees at the time of consultation.

·       Where applicable, you may claim eligible Medicare rebates after payment has been made.

·       Private health insurance rebates depend on your fund and level of cover; we cannot guarantee your eligibility.

Cancellation fees, non-attendance fees, or deposits are not claimable through Medicare or private health insurance.

We reserve the right to change our fees and billing arrangements from time to time. Changes will apply to future appointments.

SECTION 7: CANCELLATIONS & NON-ATTENDANCE

To respect our practitioners’ time and to maintain access for other clients:

·       We require at least 24 hours’ notice to cancel or reschedule an appointment.

·       Cancellations within 24 hours may incur a cancellation fee (e.g. a percentage of the full consultation fee).

·       Same-day cancellations or non-attendance (no-shows) may be charged at the full consultation fee.

Our detailed cancellation and deposit policy is outlined on our Fees/Booking page and forms part of these Terms.

If you are unwell or unable to attend in person, telehealth may be offered where clinically appropriate and available.

SECTION 8: SCOPE OF PRACTICE & REGULATED / UNREGULATED PRACTITIONERS

Same Wellness provides care through both regulated and unregulated health practitioners.

·       Regulated practitioners (for example, psychologists, occupational therapists) are registered with bodies such as AHPRA or the Psychology Board of Australia and must comply with relevant standards, codes, and guidelines.

·       Unregulated practitioners (for example, naturopaths, lactation consultants/IBCLC, certain complementary practitioners) practise under professional associations and standards but are not registered under AHPRA.

Each practitioner:

·       works within their own professional scope of practice

·       does not provide services that fall outside that scope

·       may refer you to another practitioner, GP, or specialist if your needs fall outside their role

Naturopathy, lactation support, and other complementary or allied services do not replace medical care. You should continue regular care with your GP or treating specialist.

SECTION 9: NO TESTIMONIALS (AHPRA COMPLIANCE)

In line with AHPRA’s advertising guidelines for regulated health services:

·       Same Wellness does not publish testimonials or reviews that relate to clinical outcomes or the provision of regulated health services.

·       We may publish general feedback that relates to the experience of our service (e.g. customer service, environment), but not outcome-based testimonials about treatment or results.

We reserve the right to edit or remove any user-generated content (including comments and reviews) that may breach AHPRA advertising requirements.

SECTION 10: INTELLECTUAL PROPERTY

All content on this site and our digital platforms is owned or licensed by Same Wellness, including but not limited to:

·       text, copy, articles, and program materials

·       logos, branding, and design elements

·       graphics, images, videos, and audio

·       downloadable resources, guides, checklists, and workbooks

You may:

·       view the site for personal, non-commercial use

·       download or print limited materials for your own personal use only, where expressly permitted

You must not, without our prior written consent:

·       reproduce, republish, redistribute, or exploit our content for commercial purposes

·       create derivative works or templates from our content

·       claim our content as your own or remove branding/copyright notices

Any unauthorised use may result in withdrawal of access and/or legal action.

SECTION 11: DIGITAL PRODUCTS & RESOURCES (IF APPLICABLE)

From time to time, Same Wellness may offer digital products such as guides, webinars, or downloadable resources.

Unless otherwise stated:

·       your purchase grants you a personal, non-exclusive, non-transferable licence to use the digital product

·       you may not share, resell, or distribute the digital product to others

·       due to the nature of digital content, all digital product sales are final and non-refundable, except where required by Australian Consumer Law

We are not responsible if you do not have the technology or software required to access a digital product.

SECTION 12: WEBSITE USE & THIRD-PARTY LINKS

You agree to use this website for lawful purposes only and not to:

·       interfere with or disrupt the operation of the site

·       attempt to gain unauthorised access to any part of the site or related systems

·       transmit viruses, malware, or harmful code

Our website and social media may include links to third-party websites or resources. These are provided for convenience only. We do not control, endorse, or warrant the content of third-party sites, and you access them at your own risk.

SECTION 13: PRIVACY & PERSONAL INFORMATION

Your use of this website and our services is also governed by our Privacy Policy, which sets out how we collect, store, use, and disclose your personal and health information.

By using our site or services, you consent to your information being handled in accordance with our Privacy Policy.

SECTION 14: LIMITATION OF LIABILITY

To the fullest extent permitted by law:

·       Same Wellness does not guarantee that this site or any content will be error-free, always current, or free from interruption.

·       We are not liable for any loss, damage, or injury arising from:

o   your use or reliance on website content

o   your failure to obtain appropriate medical or professional advice

o   technical issues, delays, or interruptions to our online services

Nothing in these Terms excludes or limits your rights under the Australian Consumer Law, including any guarantees which cannot be excluded.

Where liability cannot be excluded but may be limited, our liability is limited, at our election, to:

·       supplying the services again; or

·       paying the cost of having the services supplied again.

SECTION 15: PERSONAL RESPONSIBILITY

By using our site or engaging our services, you acknowledge and agree that:

·       you are responsible for your own decisions, actions, and outcomes

·       you will seek independent medical, psychological, legal, financial, or other advice where appropriate

·       you will disclose accurate and complete information to your practitioner to enable safe and appropriate care

Same Wellness cannot guarantee any particular clinical or personal outcome.

SECTION 16: COMPLAINTS & FEEDBACK

We welcome feedback and take concerns seriously.

If you have a concern or complaint about:

·       your care or experience with a practitioner

·       the service you have received

·       our website or administration

please contact us in the first instance at:
Email: info@samewellness.com.au

Complaints about registered health practitioners may also be directed to:

·       Australian Health Practitioner Regulation Agency (AHPRA) and the relevant National Board; or

·       your state Health Complaints Entity (for example, the Office of the Health Ombudsman in QLD).

We can provide up-to-date contact details upon request.

SECTION 17: CHANGES TO THESE TERMS

We may update or amend these Terms from time to time to reflect changes in:

·       our services

·       laws and regulatory requirements

·       clinic policies or operations

The most current version will be posted on our website with the effective date. Your continued use of the site or services after changes are published will constitute acceptance of the updated Terms.

SECTION 18 : GOVERNING LAW

These Terms are governed by the laws of Australia and, where relevant, the laws of the state or territory in which the Same Wellness clinic you attend is located.

Any disputes arising in connection with these Terms will be subject to the jurisdiction of the courts of that state or territory (or as otherwise required by law).