Your Guide to Ongoing Care

Estimated read time: ~8 minutes

Effective Date: 10 August 2025
Last Updated: 23 Sept 2025

This page outlines how programs at the Mineral Balancing Clinic operate, what is included, and what is expected from active clients. It applies to all participants — including new, current, and returning clients who are resuming care after time away.

1. Scope of Services

  • Care is provided as part of structured programs; we do not offer single consultations outside these programs.

  • Services are delivered online via Zoom and email only.

  • Our services complement but do not replace medical care.

2. Program Timeframes

  • Programs run in cycles of approximately 3–4 months, aligned with HTMA retesting.

  • HTMA samples should be collected at the correct stage in your cycle to allow for seamless transition.

  • Clients must book their consultation within 2 weeks of receiving their HTMA results and booking link.

  • Consultations must be completed within 4 weeks of the HTMA date; if this timeframe is exceeded, a new HTMA will need to be purchased before continuing.

  • Services and inclusions cannot be carried forward beyond the cycle’s expiry.

  • Established Clients may have a longer Program Cycle issued by John, with the maximum being 5-6months.

    For more information on Program Cycles and Timeframes please view this webpage.

3. Communication

  • We aim to respond to messages within 2-3 standard business days.

  • Keep us informed of any significant changes, such as new medications or health concerns.

  • Urgent or emergency matters should be directed to your GP or medical provider.

3A. Respectful Conduct

All communication is handled via email. We do not provide support through SMS or social media platforms.

We maintain a respectful, professional environment and expect the same in all interactions. Abusive, aggressive, or disrespectful behaviour — including but not limited to verbal abuse, personal insults, intimidation, harassment, or threatening language — will not be tolerated. Such behaviour may result in immediate termination of services.
If services are ended for this reason, any entitlement to a refund will be determined in line with the Returns, Refunds & Cancellations Policy and your rights under Australian Consumer Law.

4. Forms and Appointment Attendance

  • A pre-consultation form is required during every program cycle. It must be submitted in advance of your consultation and is sent at the same time as your booking link. We’re not able to proceed without it.

  • Appointments begin at the scheduled time.

  • John requires the full consultation time to deliver your session properly.

  • We build in short buffers between appointments to help ensure sessions start on time, even if there are minor tech issues.

  • Please be ready to begin on time and respect the schedule for those booked after you.

  • Cancellations and rescheduling must follow the Returns, Refunds & Cancellations Policy.

5. Responsibilities

  • Provide accurate information during intake and throughout your care.

  • Follow supplement plans and program guidance unless changes have been discussed with us.

  • Avoid following multiple protocols from different practitioners unless agreed upon.

  • Use the information that we provide via this website, in email, and during consultations, to understand how our clinic and programs work to the best of your ability.

6. Financial Terms

  • Payment is due according to the invoice schedule for your program.

  • Concession or family discounts may be available depending on your location and eligibility; please ask before your next invoice if you believe you may qualify.

  • Refunds are issued in accordance with the Returns, Refunds & Cancellations Policy.

7. Consent and Agreements

Before starting a program, you will be asked to sign a Consent and Liability Release confirming that:

  • Our services are not medical treatment

  • We do not offer diagnosis or cures

  • Results vary depending on your situation and how consistently you follow the plan

You are also agreeing that you’ve read and understood:

8. HTMA Requirements & Conditions

Hair Tissue Mineral Analysis (HTMA) is required for every program cycle. To ensure clinical accuracy and alignment with your Program Plan, all HTMA reports must meet the following conditions:

Approved Laboratories

We only accept HTMA reports from the following approved laboratories:

  • Analytical Research Labs (ARL)

  • Trace Elements Inc. (TEI) aka Mineral Check in UK; or Interclinical in Australia

  • Other accredited labs that confirm the sample is unwashed eg. Can Alt Labs

This applies to all HTMA submissions, whether provided by a practitioner or a new client.

Ordering Through the Clinic

HTMA must be ordered through the clinic unless one of the exceptions below applies.

Practitioner-Supplied Tests
You may supply your own HTMA only if:

  • You are a qualified practitioner with a wholesale account at an approved lab

New Client Exception
New clients may use an existing HTMA only if:

  • The report is from an approved lab above

  • The test is less than 4 weeks old at the time of your New Client Consultation (not the Pathway Planning Session)

If your HTMA report expires before your consultation is scheduled, a new test will be required. We cannot adjust timelines or rush the intake process to accommodate expiring reports.

Sample Requirements

  • All HTMA samples must follow our collection guidelines.

  • Head hair is required unless prior written approval is given.

  • Timely sample submission is essential to keep your Program Cycle on track.

9. Resuming Care After a Break

This section outlines what is required if you have been away from the clinic and wish to resume care.

Returning to care is only possible if clinic capacity allows. We maintain a limited client load to ensure quality of care, and may not be able to offer re-entry during periods of full capacity. Please email us if you are unsure about availability.

This policy applies to any client who has not remained engaged with their program, including those who began the Foundational Year but did not continue with timely retesting or communication.

All returning clients, regardless of how many program cycles you previously completed, will begin with a Pathway Planning Session (PPS). While this session is normally part of our paid intake process, we will waive the fee as a courtesy to help you reconnect, ask questions, and understand all the key updates and structural changes introduced since you last worked with us.

To learn more about how PPS works, see [Becoming a Client].

Following your PPS, the consultation required will depend on how long it has been since your last program cycle:

  • Under 6 months
    You may book a Normal Retest Program using your standard consultation time.

  • 6 to 8 months
    A 15-minute add-on is required in addition to your standard consultation time.

  • 9 to 11 months
    A 30-minute add-on is required in addition to your standard consultation time.

  • 12 to 23 months
    A 90-minute consultation is required to resume care after this length of time.

  • Over 2 years
    You must reenter the clinic as a new client and complete full intake.

If you are recommitting to care after completing just one or two program cycles in the past, you will now be enrolling into our Foundational Year, which includes four consecutive cycles over 12 to 18 months. You can view pricing and structure details on the [Foundational Year] page.

If you previously completed four or more program cycles with us, you may return as an Established Client. Please see the [Established Clients] page for pricing and consultation details.

If you are unsure where you fit or how to proceed, please get in touch before requesting an appointment.

10. Policy Updates

We reserve the right to update this policy at any time. By continuing as a client, you agree to the most current version. We will endeavour to give reasonable notice of any significant changes.