Policies
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Herbal Moderne Naturopathy respects your privacy and is committed to protecting the personal and health information you provide to us.
This Privacy Policy explains how Herbal Moderne Naturopathy collects, holds, uses and discloses personal information and health information, and how you can access or correct information we hold about you or raise a privacy concern.
Herbal Moderne Naturopathy operates as a private health service provider in New South Wales and handles sensitive health information. This policy is intended to explain our information-handling practices in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable NSW health privacy legislation.
1. About Herbal Moderne Naturopathy
Herbal Moderne Naturopathy is operated by Herbal Moderne.
For privacy enquiries, please contact:
Email: hello@herbalmoderne.comIn this policy, “Herbal Moderne”, “we”, “us” and “our” means the Herbal Moderne Naturopathy practice and the practitioner(s) providing services through the practice.
2. What information do we collect?
The information we collect depends on how you interact with Herbal Moderne.
Personal information
This may include:
your name
date of birth
gender
contact details, including email address, telephone number and address
emergency contact details where relevant
appointment and booking information
payment and billing information
correspondence between you and Herbal Moderne
information you provide through our website, enquiry forms or waitlist
marketing preferences
information relating to your use of our website.
Health information
When you become a client, we may collect information that is reasonably necessary to provide naturopathic services to you.
This may include:
your health history
presenting symptoms and health concerns
medical history
medications and supplements
allergies and sensitivities
pathology and other test results
relevant family history
information about nutrition, lifestyle, sleep, stress and wellbeing
reproductive and menstrual health information where relevant
information about previous or current healthcare
information provided by another healthcare practitioner with your consent
consultation notes
treatment plans and recommendations
information about your response to treatment and follow-up care.
Health information is sensitive information and is handled with additional care.
3. How do we collect your information?
We generally collect information directly from you.
This may occur when you:
contact us by email, telephone or through our website
join our waitlist
subscribe to our newsletter or Substack
make or request an appointment
complete a client intake or health history form
attend a consultation
provide information during a consultation
provide documents, pathology results or other health information
communicate with us after a consultation.
Where it is reasonable and practicable to do so, we collect health information directly from you.
In some circumstances, we may receive relevant information from another healthcare provider or other person with your consent, or where collection is otherwise permitted or required by law.
4. Why do we collect your information?
We collect and hold your information for purposes including:
providing naturopathic health services
understanding your health history and current health concerns
developing and reviewing your individualised treatment plan
maintaining accurate clinical records
communicating with you about your care and appointments
arranging referrals, investigations or communication with other healthcare practitioners where appropriate and authorised
processing payments and managing accounts
responding to enquiries
managing our practice
meeting legal, regulatory, professional and insurance requirements
improving the administration and operation of our practice
sending marketing or educational communications where you have provided the appropriate consent or where otherwise permitted by law.
We will not use your health information for direct marketing unless we have the consent required by applicable law.
5. What happens if you do not provide information?
You may choose not to provide certain information.
However, some information may be reasonably necessary for us to provide a safe and appropriate health service. If you do not provide information that is reasonably necessary for your care, we may not be able to provide some or all of the requested services.
We will discuss this with you where it affects your care.
6. Clinical records and Halaxy
Herbal Moderne Naturopathy uses Halaxy as its practice management and clinical records platform.
Information recorded in Halaxy may include your contact details, appointment information, health history, consultation notes, treatment information and other information reasonably necessary for your care and the administration of the practice.
Halaxy has its own privacy and security practices. More information is available through Halaxy's privacy documentation.
Where third-party services are integrated with Halaxy, information may also be handled by those providers in accordance with their own terms and privacy policies.
We will only use integrations that are appropriate for the operation of the practice and will take reasonable steps to ensure that personal information is handled appropriately.
7. Our website and Squarespace
Our website is hosted using Squarespace.
When you use our website, Squarespace and other website technologies may collect certain technical information, such as information about your device, browser, IP address, pages visited and interactions with the website.
We may also collect information you voluntarily provide through website forms, such as your name, email address and enquiry details.
Squarespace may process website information on our behalf and may also process certain information for its own purposes. Squarespace's current privacy policy is available on its website.
8. Cookies and analytics
Our website may use cookies and similar technologies to:
operate the website
remember preferences
understand how visitors use the website
monitor website performance
improve our website and services
measure the effectiveness of marketing activities.
Some cookies may be provided by third-party services.
You can manage cookies through your browser settings. Some website functionality may be affected if certain cookies are disabled.
9. Disclosure of information
We do not sell your personal or health information.
We may use or disclose your information where reasonably necessary for the primary purpose for which it was collected, where you have consented, or where disclosure is otherwise permitted or required by law.
Depending on the circumstances, information may be disclosed to:
healthcare practitioners involved in your care, with your consent where required
pathology, diagnostic or other healthcare service providers where appropriate
service providers who assist us in operating the practice
practice management and clinical record providers, including Halaxy
website, technology and IT providers
payment providers
professional advisers such as accountants, insurers or lawyers
regulatory bodies or government authorities where required or authorised by law
emergency services or other persons where necessary to prevent a serious threat to life, health or safety and disclosure is permitted by law.
We will only disclose information that is reasonably necessary for the relevant purpose.
10. Overseas disclosure
Some third-party technology and service providers used by Herbal Moderne Naturopathy may process or store information outside Australia.
The location of data processing can change as software providers update their services or as we introduce new integrations.
Before activating services that involve personal or health information, we will take reasonable steps to assess how those providers handle information and whether appropriate privacy and security arrangements are in place.
Where applicable, our privacy documentation will be updated when our information-handling practices materially change.
11. Direct marketing
We may send you educational or marketing communications where you have provided the appropriate consent or where otherwise permitted by law.
These communications may include:
newsletters
Substack publications
information about Herbal Moderne
educational content
information about services or practice updates.
You can unsubscribe from marketing communications at any time by using the unsubscribe facility provided or by contacting us.
Clinical or administrative communications relating to your care, appointments, payments or other necessary practice matters are not marketing communications.
12. How we protect your information
We take reasonable steps to protect personal and health information from:
misuse
interference
loss
unauthorised access
unauthorised modification
unauthorised disclosure.
These measures may include secure practice-management systems, access controls, passwords, device security, secure storage and limiting access to information to people who reasonably need it.
No electronic storage or transmission system can be guaranteed to be completely secure.
13. How long do we keep information?
We retain personal and health information for as long as reasonably necessary to provide services, meet our legal and professional obligations, resolve disputes and otherwise comply with applicable laws.
Clinical records will be retained and securely disposed of in accordance with applicable legal, regulatory and professional requirements.
14. Accessing your information
You may request access to personal information and health information we hold about you.
You may also request that information that is inaccurate, incomplete, out of date or misleading be corrected.
To make an access or correction request, contact:
We may need to verify your identity before providing access to information.
In some circumstances, access may be refused or limited where permitted or required by law. If this occurs, we will explain the reasons where we are permitted to do so.
15. Privacy complaints
If you believe we have mishandled your personal or health information, we encourage you to contact us first so that we can investigate and attempt to resolve your concern.
Privacy complaints should be sent to:
Please include enough information for us to understand the concern and contact you.
We will acknowledge and investigate privacy complaints and respond within a reasonable period.
If you are not satisfied with our response, you may have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC).
Information about making a complaint is available from the OAIC website.
16. Data breaches
If we become aware of a data breach involving personal information, we will assess the incident and take reasonable steps to contain, investigate and remediate it.
Where the breach is an eligible data breach under applicable law, we will comply with applicable notification requirements.
17. Children and young people
If we provide services to a person under 18, we will handle their personal and health information in accordance with applicable privacy, consent and health-record requirements.
Where appropriate, we may communicate with a parent or guardian in accordance with applicable law and the circumstances of the individual's care.
18. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our practice, technology, legal obligations or information-handling practices.
The latest version will be published on our website.
19. Contact us
If you have questions about this Privacy Policy or how Herbal Moderne handles your information, please contact:
Herbal Moderne Naturopathy
Email: hello@herbalmoderne.com -
We understand that plans can change. Our cancellation policy is designed to be fair to clients while also respecting the time reserved for each consultation.
1. Booking your consultation
When you book a consultation with Herbal Moderne Naturopathy, that appointment time is reserved specifically for you.
By booking an appointment, you agree to the terms of this Cancellation & Refund Policy.
2. Cancelling or changing your appointment
If you need to cancel or reschedule your appointment, please provide at least 48 hours' notice.
You can cancel or request to reschedule by:
using the cancellation/rescheduling link in your appointment confirmation; or
contacting Herbal Moderne Naturopathy at hello@herbalmoderne.com
Appointments cancelled or rescheduled with at least 48 hours' notice will not incur a cancellation fee.
Where possible, we will assist you in finding another suitable appointment time.
3. Late cancellations
If an appointment is cancelled or rescheduled with less than 48 hours' notice, Herbal Moderne Naturopathy may charge a cancellation fee of 50% of the consultation fee.
If an appointment is cancelled or rescheduled with less than 4 hours notice, Herbal Moderne Naturopathy may charge a cancellation fee of 100% of the consultation fee.
These fees reflect the appointment time reserved for you and the limited opportunity to offer that appointment to another client.
We will consider exceptional circumstances at our discretion.
4. Non-attendance
If you do not attend your scheduled appointment and have not contacted us, this will be treated as a non-attendance.
A fee of up to 100% of the consultation fee may apply.
We may require payment of any applicable outstanding fee before another appointment can be booked.
We understand that unexpected circumstances can occur and will consider exceptional circumstances reasonably.
5. Illness and unexpected circumstances
If you are unwell, particularly if you have symptoms that may be contagious, please contact us as soon as possible.
Where practical, we may offer the option of converting an eligible appointment to telehealth or rescheduling the appointment.
We will consider genuine emergencies and unexpected circumstances on a case-by-case basis.
6. Rescheduling
Where you provide at least 48 hours' notice, you may reschedule your appointment without a cancellation fee.
Repeated rescheduling or repeated late cancellations may result in Herbal Moderne Naturopathy requiring payment in advance before a further appointment is confirmed.
7. Refunds
If you have prepaid for a consultation and cancel with at least 48 hours' notice, you may request a refund or, where appropriate, transfer the payment to a rescheduled appointment.
Refunds will generally be returned using the original payment method.
If a consultation has already been provided, the consultation fee is generally not refundable simply because you are dissatisfied with the outcome or because you subsequently change your mind about having the consultation.
This does not affect any rights you may have under the Australian Consumer Law or other applicable legislation.
8. If Herbal Moderne Naturopathy cancels your appointment
If we need to cancel or reschedule an appointment, we will provide as much notice as reasonably possible and reschedule your appointment to a time and date that suits you.
Where you have prepaid and the service has not been provided and a suitable time and date cannot be found, you may request a refund of the amount paid for that appointment.
Refunds cannot be issued for prescribed medications.
9. Consumer guarantees
Our services are provided subject to the consumer guarantees that apply under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel the service contract and obtain a refund for the unused portion.
Herbal Moderne Naturopathy asks the failure be identified and notified in a timely manner either via discussion in person at the time of consultation or in writing within 10 days of the consultation.
10. Questions
If you have questions about this policy or your particular circumstances, please contact:
Herbal Moderne Naturopathy
hello@herbalmoderne.com -
1. Purpose of this policy
This policy is intended to ensure that you understand the nature and scope of naturopathic consultations provided by Herbal Moderne Naturopathy and have an opportunity to make an informed decision about receiving care.
Please read this policy carefully and ask any questions you may have before consenting to treatment.
This policy does not replace a consultation, your practitioner’s clinical advice, or the information provided to you during your appointment.
2. Nature of naturopathic care
Naturopathic care at Herbal Moderne may include, where appropriate to your individual circumstances and within the practitioner's scope of practice:
discussion of your health history and current concerns
nutritional and lifestyle advice
herbal medicine prescription
nutritional supplements
dietary recommendations
lifestyle recommendations
education about health and wellbeing
review of relevant pathology or other test results
physical examinations such as (but not limited to); weight, height, blood pressure and waist circumference
recommendations for appropriate investigations or referral to another healthcare professional.
Your treatment plan will be individualised according to your health history, circumstances, goals and available evidence.
Not every treatment or recommendation will be appropriate for every person.
3. Herbal medicines and supplements
If herbal medicines or nutritional supplements are recommended, your practitioner will discuss their intended use and relevant considerations with you where appropriate.
You agree to provide accurate and complete information about:
prescription medications
over-the-counter medications
herbal medicines
nutritional supplements
allergies and sensitivities
relevant, diagnosed medical conditions
pregnancy or breastfeeding (including plans to try to conceive)
planned procedures or surgery
other relevant healthcare you are receiving.
This information is important because some herbs and supplements may interact with medications, may not be appropriate or may be contraindicated in particular circumstances.
You agree to inform Herbal Moderne Naturopathy of any significant change to your medications, health status, pregnancy status or other circumstances that may affect your care.
4. Your existing healthcare
Naturopathic care is not intended to replace appropriate medical care.
You are encouraged to maintain appropriate relationships with your GP, medical specialist and other healthcare professionals as you see fit.
Where appropriate and with your consent, Herbal Moderne Naturopathy may work alongside your existing healthcare team.
You should not stop, reduce or change prescribed medication without discussing this with the prescribing healthcare professional.
Herbal Moderne Naturopathy takes no responsibility for advice or prescriptions given to you by other health professionals, nor does Herbal Moderne Naturopathy take responsibility for any adverse reactions you experience as a result of that advice or prescription.
5. Medical assessment and referral
Your practitioner may recommend that you seek assessment from a GP, medical specialist, pharmacist, allied health professional or other appropriately qualified healthcare provider.
You understand that naturopathic consultation is not a substitute for urgent or emergency medical assessment.
If you have symptoms that may represent a medical emergency, you should seek urgent medical attention.
In an emergency, call 000 or attend your nearest emergency department.
6. Individual response and treatment outcomes
Health conditions and responses to treatment vary between individuals.
While Herbal Moderne Naturopathy aims to provide evidence-informed and individualised care, no particular health outcome can be guaranteed.
Recommendations may be changed over time based on your response, new information, changes in your health or emerging evidence.
7. Your responsibility as a client
You agree to:
provide information that is accurate and complete to the best of your knowledge
tell your practitioner about relevant medications, supplements, allergies and health conditions
tell your practitioner if you are pregnant, trying to conceive or breastfeeding where relevant
tell your practitioner about significant changes in your health
follow agreed treatment instructions as closely as you are reasonably able
seek appropriate medical care when recommended
ask questions when you do not understand a recommendation
tell your practitioner if you experience an unexpected or concerning response to a treatment or supplement.
You remain responsible for decisions you make about your health and for seeking appropriate medical care.
8. Communication
Herbal Moderne may communicate with you regarding appointments, treatment, administrative matters and other matters related to your care using the contact details you provide.
Please let us know if your contact details change.
You should avoid sending highly sensitive health information by ordinary email unless specifically requested or otherwise agreed.
9. Privacy
Your personal and health information will be handled in accordance with the Herbal Moderne Naturopathy Privacy Policy.
10. Consent to treatment
By signing or electronically accepting this document, I confirm that:
I have had the opportunity to ask questions about naturopathic care.
I understand the nature and scope of the services that may be provided.
I have provided information about my health that is accurate and complete to the best of my knowledge.
I understand that I should tell my practitioner about relevant medications, supplements, allergies, pregnancy, breastfeeding and significant changes to my health.
I understand that naturopathic care does not replace appropriate medical assessment or treatment.
I understand that I should seek urgent medical care where appropriate and that Herbal Moderne Naturopathy is not an emergency medical service.
I understand that individual responses to treatment vary and that no particular health outcome can be guaranteed.
I understand that I can ask questions about recommendations made during my care.
I understand how my personal and health information will be handled as described in the Herbal Moderne Naturopathy Privacy Policy.
I consent to receiving naturopathic health services from Herbal Moderne Naturopathy.
11. Consent to communication with other healthcare providers
Where my practitioner recommends communication with another healthcare provider, I understand that my practitioner may seek my consent before sharing relevant health information, except where disclosure is otherwise permitted or required by law.
Where I provide specific consent, I authorise Herbal Moderne Naturopathy to communicate relevant information to the healthcare professional identified by me for the purpose of supporting my care.
12. Consent to treatment involving herbal medicines or supplements
I understand that herbal medicines and nutritional supplements may have potential risks, contraindications and interactions.
I agree to follow the directions provided and to contact Herbal Moderne Naturopathy or an appropriate healthcare professional if I have concerns about a product or experience an unexpected reaction.
13. No exclusion of legal rights
Nothing in this policy is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded, restricted or modified under applicable Australian law, including the Australian Consumer Law.