Privacy & Legal | Flourish'n'Thrive Naturopathy

Section 01

Overview

Flourish'n'Thrive Naturopathy is operated by Vicki Jones, a naturopath practising in Australia. We are committed to protecting your privacy and handling your personal and health information with care, respect, and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains what information we collect, how we use it, and your rights in relation to it. By using our website or engaging our services, you agree to the practices described in this policy.

Questions about this policy? Contact us at vickijones@flourishnthrive.com.au

Section 02

Information We Collect

Information you provide directly

Name, date of birth, and contact details (email, phone, address)
Information submitted via contact or enquiry forms on our website
Information provided when booking appointments
Health and medical history provided through intake forms
Communications you send to us by email or other means

We do not use Google Analytics, Facebook Pixel, or any third-party tracking or advertising tools on our website.

Section 03

Health Information

As a naturopathic practice, we collect and handle sensitive health information as a necessary part of providing you with clinical care. This includes medical history, current symptoms, medications, pathology results, lifestyle information, and treatment notes.

Health information is sensitive information under the Privacy Act. We will only collect health information reasonably necessary to provide you with naturopathic services, and we will always seek your consent before doing so.

Your health information is stored securely and is never sold or shared with third parties for marketing purposes.

Section 04

How We Use Your Information

We use your personal and health information to:

Provide naturopathic consultations and clinical care
Manage appointments, bookings, and client records
Communicate with you about your care, appointments, or enquiries
Process payments for services rendered
Comply with legal and professional obligations
Improve the quality of our services

We will not use your information for any purpose unrelated to your care or our legitimate business operations without your consent.

Section 05

Disclosure of Your Information

We will not disclose your personal or health information to third parties except in the following circumstances:

With your consent — for example, when referring you to or corresponding with your GP or a specialist
As required by law — including mandatory reporting obligations or in response to a lawful request from a regulatory authority
To our service providers — specifically our practice management software, which processes and stores client data on our behalf
To protect health or safety — where there is a serious and imminent threat to your life or safety, or that of another person

We do not sell, rent, or trade your personal information to any third party.

Section 06

Practice management software

We use practice management software to manage appointments, health intake forms, clinical notes, and payments.

Our software may assist with generating clinical notes following consultations. All notes are reviewed by your practitioner before being added to your health record.

How your information is used within our practice management software

Consultation content may be processed by the software solely for the purpose of generating clinical notes
Your information is not used to train AI models or for any purpose beyond clinical note generation
All AI-generated notes are reviewed and approved by your practitioner before becoming part of your record

By engaging in a consultation with us, you consent to your consultation content being processed through our practice management software for the purpose of clinical note generation. If you do not wish your consultation to be processed in this way, please let us know before your appointment begins.

Our practice management software operates under its own privacy and security framework.

Section 07

Clients Under 18

We occasionally provide services to clients under the age of 18. Where a client is under 18, a parent or legal guardian must provide consent for treatment and will be responsible for providing health and contact information on the client's behalf.

Health information collected about a minor is handled with the same care and confidentiality as all client information. Our website is not directed at children, and we do not knowingly collect personal information from anyone under 18 outside of a clinical context with appropriate parental consent.

Section 08

Data Security

We take reasonable steps to protect your personal and health information from misuse, interference, loss, and unauthorised access. Measures include:

Use of practice management software that employs industry-standard encryption and security practices for health data
Password-protected access to client records
Secure email communication for clinical correspondence

While we take all reasonable precautions, no method of electronic transmission or storage is completely secure. If you have concerns about the security of your information, please contact us.

Section 09

Your Rights

Under the Australian Privacy Principles, you have the right to:

Access the personal information we hold about you
Correct information that is inaccurate, out of date, incomplete, or misleading
Request deletion of your information, subject to our legal and professional obligations to retain health records
Complain to us about a breach of your privacy, and to escalate to the Office of the Australian Information Commissioner (OAIC) if unresolved

To exercise any of these rights, please contact us at vickijones@flourishnthrive.com.au. We will respond within 30 days.

Section 10

Data Retention

We retain health records in accordance with applicable Australian law. For adult clients, health records are generally retained for a minimum of 7 years from the date of last treatment. For clients who were minors at the time of treatment, records are retained until the person turns 25, or for 7 years from the date of last treatment, whichever is longer.

When records are no longer required, they are destroyed securely.

Section 11

Contact

For any privacy-related enquiries, requests, or complaints, please contact:

Vicki Jones
Flourish'n'Thrive Naturopathy
vickijones@flourishnthrive.com.au

Section 01

Introduction

These Terms and Conditions govern your use of the services provided by Flourish'n'Thrive Naturopathy, operated by Vicki Jones ("we," "us," "our"). By booking an appointment, enrolling in a programme, or using our services, you agree to be bound by these terms.

Questions? Contact us at vickijones@flourishnthrive.com.au before booking.

Section 02

Services

Flourish'n'Thrive Naturopathy provides naturopathic consultations, personalised nutrition programmes (including the Menopause Metabolic Reset), herbal and nutritional medicine, and hormone health support.

Naturopathy is a complementary healthcare discipline. Our services are intended to complement, not replace, conventional medical care. We do not diagnose, treat, or cure medical conditions as defined under Australian law. Naturopathy is not currently regulated by AHPRA.

We reserve the right to decline or discontinue services to any client where we reasonably determine it is not in their best interest or is outside our clinical scope.

Section 03

Booking and Appointments

Appointments are booked through our online booking system. By completing a booking, you confirm that the information you have provided is accurate and complete.

Cancellations and rescheduling

We require a minimum of 24 hours notice to cancel or reschedule an appointment.
Cancellations made with less than 24 hours notice, or failure to attend without notice, may incur a cancellation fee of up to the full consultation fee.
We reserve the right to charge for missed appointments at our discretion.

Our right to reschedule

In the event we need to reschedule your appointment, we will provide as much notice as possible and offer an alternative appointment time. No fee will be charged to you in such circumstances.

Section 04

Payment Terms

General

All fees are quoted in Australian dollars and are inclusive of GST where applicable. Payment is due at the time of service unless a payment plan has been agreed in writing prior to commencement.

Programme deposit

A $200 deposit is required at the time of booking to secure your place in the Menopause Metabolic Reset programme. This deposit is deducted from your total programme fee.

Blood test fee

The blood test fee of $195 is payable directly to the referring laboratory and is separate from the programme fee. In some cases, your GP may arrange the required blood panel at no cost to you. We will guide you through this process before your first appointment.

Payment plans

Non-refundable fees: The $200 programme deposit, the blood test fee ($195 paid to the laboratory), and the first payment instalment (or full payment on commencement) are non-refundable once paid. Please refer to Section 5 for full details.

Section 05

Refunds & Cancellations

ⓘ Refund Policy Summary

Please read this section carefully before booking. Our refund policy reflects the nature of personalised programme delivery and third-party service costs.

Non-refundable services

The following are non-refundable under all circumstances:

✕Personalised Metabolic Balance programme — once your programme has been generated, no refund is available. Programme generation involves significant preparation, analysis, and personalisation by both the practitioner and the Metabolic Balance system.
✕Completed appointments — once an appointment has taken place, no refund is available for that consultation. This applies to all appointment types including initial consultations, follow-ups, and review appointments.
✕Blood tests — once blood tests have been carried out, no refund is available. Blood testing costs are incurred with the referring laboratory and cannot be recovered once the tests have been processed.
✕Programme deposit ($200) — the deposit secures your place and initiates programme preparation. It is non-refundable once paid.
✕First payment instalment (or full payment on commencement) — this covers the initial consultation, plan generation, and programme materials.

Withdrawal after commencement

If you choose to withdraw from the programme after commencement, you will not be entitled to a refund of any fees already paid. If you are on a payment plan and withdraw mid-programme, any remaining scheduled instalments will be cancelled from the date of written notification. You will not be charged for future instalments, but no refund will be issued for amounts already paid.

Exceptional circumstances

We understand that unexpected circumstances arise. If you are unable to continue the programme due to a serious medical condition, bereavement, or other significant hardship, please contact us to discuss your situation. We will consider requests for partial credit or transfer of programme value on a case-by-case basis, at our discretion.

Programme delivery issues

If we are unable to deliver a material part of the programme due to circumstances on our end, we will work with you to reschedule, substitute, or credit the affected services. Refunds in these circumstances will be assessed on a case-by-case basis and in accordance with your rights under the Australian Consumer Law.

To initiate a cancellation or discuss a refund request, please contact us in writing at vickijones@flourishnthrive.com.au.

Section 06

Health & Medical Disclaimer

Naturopathy is a complementary healthcare discipline. Our services are intended to support wellbeing and are not a substitute for medical advice, diagnosis, or treatment from a qualified medical practitioner.

You should not disregard professional medical advice or delay seeking it because of anything discussed during your consultations or provided through our services. If you have a medical emergency, contact emergency services immediately.

Results vary between individuals and are not guaranteed. We make no claims that our services will cure, prevent, or treat any disease or medical condition as defined under Australian law.

Section 07

Client Conduct

We ask that all clients engage respectfully with Vicki and any staff or contractors involved in delivering our services. We reserve the right to discontinue services to any client whose behaviour is abusive, threatening, or otherwise inappropriate.

Clients in our private Facebook group or other community spaces are expected to maintain a supportive environment. We may remove members who breach community guidelines at our discretion.

Section 08

Intellectual Property

All content provided as part of the programme — including your personalised Metabolic Balance plan, educational materials, eBooks, guides, and recipes — is for your personal use only.

You may not reproduce, distribute, share, or resell any programme materials without prior written consent from Flourish'n'Thrive Naturopathy. The Metabolic Balance methodology and associated materials are the intellectual property of Metabolic Balance GmbH.

Section 09

Limitation of Liability

To the maximum extent permitted by law, Flourish'n'Thrive Naturopathy and Vicki Jones will not be liable for any indirect, incidental, special, or consequential loss or damage arising from or in connection with the use of our services.

Nothing in these terms excludes or limits any rights you may have under the Australian Consumer Law that cannot be excluded or limited by agreement.

Section 10

Changes to These Terms

We may update these Terms and Conditions from time to time. Changes will be posted on this page with an updated effective date. Your continued use of our services after changes are posted constitutes acceptance of the revised terms.

Section 11

Contact

If you have questions about these Terms and Conditions, please contact us:

Vicki Jones
Flourish'n'Thrive Naturopathy
vickijones@flourishnthrive.com.au