Waitlist Terms & Conditions

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

This page outlines expectations for individuals who are not yet clients but have joined the waitlist or booked a Pathway Planning Session (PPS).

1. Eligibility

Our services are available to residents of:

  • Australia

  • New Zealand

  • United States

  • Canada

  • Singapore

  • Hong Kong

  • Central and South America (e.g., Mexico, Brazil, Argentina)

Clients outside these areas require explicit approval.
All contact is via email.

Our programs involve nutritional supplements, dietary and lifestyle changes, and online consultations.

  • All consultations are held via Zoom with video and may run for up to 2 hours. A stable internet connection is required unless you have a valid medical reason that prevents you from using the internet to communicate.

  • If English is not your first language, a translator can join your consultation, but you must be able to manage ongoing written communication without relying on translation tools.

  • If you are managing someone else’s care, you must have a valid Power of Attorney or written consent.

  • As we practise in Australia, the legal age for an adult is 18. For children, programs are available from age 3, with additional considerations outlined on our Family and Children page.

If the waitlist form is not currently active, there are no intake windows available. You will need to check back at a later date to see when the next cycle opens.

2. Purpose of the Waitlist

Joining the waitlist indicates interest in becoming a client. It does not guarantee entry into a program or imply a service agreement. Priority is based on clinical capacity, suitability, and readiness to proceed.

If an earlier intake spot becomes available, we may contact you to offer a sooner start.

2A. Respectful Conduct

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 removal from the waitlist.
If you are removed for this reason, any entitlement to a refund of fees paid (e.g., for a PPS) will be determined in line with the Returns, Refunds & Cancellations Policy and your rights under Australian Consumer Law.

3. Spot Offers and Timeframes

Intake windows run for 28 days. All required steps — including confirming your spot, booking your PPS, attending your PPS, and making a decision — must be completed within this period.

When you submit a waitlist form, you will be assigned to the next available intake cycle and contacted by email with your offer.

  • Confirmation Required: You must confirm your intention to take the offered spot within 14 days of receiving the invitation. If no confirmation is received by Day 14, the offer will expire, and you will be removed from the waitlist.

  • PPS Booking & Attendance: Once confirmed, you must book and pay for your PPS within the same 28-day intake window. All PPS sessions must be completed by Day 25 to allow time for decision-making before the cycle closes.

  • Decision Deadline: You must confirm your intention to proceed with a program by Day 28 of the intake cycle. If no confirmation is received by this date, you will be marked as inactive and removed from the waitlist.

4. Withdrawing from the Waitlist

If you decide not to proceed after confirming your place in an intake cycle, you must notify us by email so your spot can be offered to someone else.

5. Pathway Planning Session (PPS)

  • All adults must attend a PPS before starting a program; families may attend together or separately.

  • The PPS is AU$100 (individual) or AU$150 (family), non-refundable.

  • Concession rates do not apply to PPS fees.

  • It is an assessment and orientation, not a supplement plan, lab review, or guarantee of program entry.

6. Holding Your Spot After PPS

  • If you do not confirm your intention to continue by Day 28 of the intake cycle, your spot will be forfeited, and you must rejoin the waitlist to be considered for a future opening.

  • One further month can be requested to make a decision if approved in advance and if clinic capacity allows.

7. Rescheduling, Cancellations & Missed PPS

  • All changes, cancellations, and refunds are handled according to the Returns, Refunds & Cancellations Policy.

  • Missed PPS without adequate notice forfeits the fee unless rescheduled within the 28-day intake window due to an accepted emergency.

8. Removal From the Waitlist

You may be removed if:

  • You decline a spot or do not respond to an offer

  • You fail to book and pay for a PPS within the 28-day intake window

  • You miss your PPS and do not reschedule

  • You request removal

  • We determine services are not a good fit at this time

  • You are inactive or unresponsive over time

9. Financial Terms

  • Payment for PPS is due at the time of booking.

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

10. Policy Updates

We reserve the right to update this policy at any time. By remaining on the waitlist, you agree to the most current version. We will endeavour to give reasonable notice of any significant changes.