Last Updated: 31 August 2025

 

1. Complementary Care

Treatments are considered complementary and are not a substitute for conventional medical or psychological care. Clients with medical concerns should consult their healthcare provider before receiving any treatment.

 

2. Confidentiality & Privacy

All client information is kept strictly confidential, unless disclosure is legally required.

• Client records are securely stored in accordance with the Health Records Act 2001 (Vic). Records for adults are kept for a minimum of seven (7) years from the last treatment date. Records for clients under 18 years of age are retained until the individual turns 25 years old. After this period, records are securely destroyed.

 

3. Client Intake Form

Clients must complete a client intake form at the time of booking and bring it to their initial appointment. Without the completed form, treatment may be limited or deferred.

 

4. Health Updates

Clients are encouraged to inform their practitioner of any updates to their personal or health status, including new medical diagnoses, medications, injuries, or pregnancy.

 

5. Concession Discounts

Concession card holders are eligible for discounted treatment rates ($20 off). Please present your valid concession card at the time of the appointment.

 

6. Respectful Practice

Clients and practitioners agree to conduct themselves respectfully and professionally. Inappropriate or abusive behavior may result in session termination without refund.

 

7. Appointments, Cancellations & No-Shows

• Booking & Payment: Appointments are confirmed once practitioner and client have settled on a mutual time. Payments can be made at the time of your appointment.

• Cancellations/Rescheduling: Please provide at least 24 hours notice. Late cancelations may incur a charge of up to 50% of the session fee.

• Late Arrivals: If you arrive late, your session may be shortened to accommodate the next client.

• No-Shows: Clients who fail to show for an appointment without notice may be charged 50% of the full fee. 

 

8. Refunds & Gift Vouchers

• Treatments are non-refundable once delivered.

• Gift vouchers are valid for 12 months from date of issue, are non - transferable and cannot be redeemed for cash.

 

9. Liability & Disclaimer

These treatments are complementary in nature. While every care is taken to ensure safety, clients consent to participating at their own risk. Heart of the Earth is not liable for indirect, consequential, or unforeseeable losses.

 

10. COVID-19 & Infectious Illness Policy

Clients unwell with contagious symptoms (e.g., fever, cough, cold, COVID-19) are asked to reschedule. Practitioners adhere to proper hygiene, including sanitization and, if required, PPE protocols.

 

11. Complaints & Dispute Resolution

• Making a Complaint: Please email concerns to:

      melaniedavies.hote@outlook.com. 

     We aim to respond within 7 days.

• Escalation: If unresolved, both parties agree to seek mediation before any legal proceedings.

 

12. Changes to Terms

We reserve the right to update these terms. Clients will be notified of significant changes at least 14 days before they take effect. Clients are responsible for reviewing revised terms.