DISCLAIMER, TERMS of SALE, REFUND & PRIVACY POLICY
DISCLAIMER
The information in this website is for general educational purposes only. It is not medical advice and must not be relied upon as a substitute for professional consultation with a qualified health practitioner.
Some content may refer to naturopathic philosophy or external sources. We do not necessarily endorse third-party material, and you are responsible for assessing its accuracy and relevance.
You must not use this website to diagnose, prevent, or treat any health condition. Do not ignore or delay seeking professional medical advice because of information contained here. Any reliance on information from this website is at your own risk and should occur only within a documented practitioner-client consultation framework.
Support Health accepts no liability for any adverse outcomes or consequences arising from the use or misuse of the information or products featured on this site. While we take reasonable care to ensure information is accurate and current, we make no representations, warranties, or guarantees—express or implied—regarding the completeness, accuracy, or reliability of the content.
Before using any product, read all instructions, labels, and information provided by the manufacturer. Discontinue use immediately if any adverse reaction occurs and notify Support Health without delay.
Product descriptions and images are provided for reference only. We do not guarantee that descriptions are accurate, complete, or error-free, or that product images exactly reflect the product supplied. We reserve the right to correct any errors or omissions without notice.
Support Health is an independent online retailer and stockist. Reference to brand names or third-party products does not imply endorsement, nor are we affiliated with such companies unless expressly stated.
PURCHASE OF PRACTITIONER-ONLY AND PRESCRIPTION PRODUCTS
Practitioner-only and prescription products are available exclusively to current Clinic Clients.
Orders must correspond to your documented health profile as recorded through consultations. Support Health reserves the right to refuse, cancel, or refund any order at its discretion.
By purchasing or accepting prescribed products, you agree to:
- Use the products only as directed and in accordance with written instructions.
- Accept responsibility for proper use and handling of the products.
- Discontinue use immediately if adverse effects occur and promptly notify Support Health.
Orders for practitioner-only or prescription products placed by non-Clinic Clients will be cancelled and refunded for the item(s).
Support Health accepts no liability for misuse or unauthorised use of restricted products.
DELIVERIES and RETURNS
Deliveries
Orders will be dispatched to the address you provide within three (3) business days, although most orders are dispatched within 24 hours. Tracking information will be provided by email.
If dispatch takes longer than three (3) business days, you will be notified of the expected timeframe. If you are not satisfied with the delay, you may request a full refund.
Delivery dates are estimates only. As delivery is handled by third parties, Support Health is not responsible for delays beyond its control.
In the event of a product recall, you will be notified. You may elect to receive a replacement at no cost or a full refund of the recalled item.
If the online shop is temporarily closed, the shopping cart will be disabled and a notice placed on the homepage.
Returns and Refunds
Refund requests must be made within 14 days of delivery.
If you are dissatisfied with a product you must let us know within the refund period by email explaining your dissatisfaction in detail. To claim a refund for a faulty product, you must provide clear descriptive and photographic evidence of the fault. If an item is confirmed faulty, you may choose between a replacement or a refund.
Practitioner-only and prescribed items cannot be refunded on the basis of dissatisfaction or change of mind. In accordance with the Australian Consumer Law (Competition and Consumer Act 2010, Schedule 2), we are not required to provide a refund or replacement if you simply change your mind or are dissatisfied with a prescribed product without fault. However, at our discretion, we may offer to replace the product with a suitable alternative at a discounted price plus freight.
Refunds will be processed by direct deposit to your nominated bank account within 28 days.
CONSULTATIONS: Client Rights and Responsibilities
The naturopathic practitioners at, or associated with, Support Health adhere to the Code of Conduct of their relevant professional association and applicable Australian health regulations.
As a client you acknowledge and agree that:
- You are responsible for providing full, accurate, and honest information regarding your health conditions, health history, current medications, and any supplements you are taking.
- You will attend consultations on time. If you arrive more than 15 minutes late, the practitioner may, at their discretion, cancel the appointment without any obligation to refund your booking fee.
- Confidentiality will be respected in accordance with Australian privacy laws. However, there are circumstances where Support Health may be legally or ethically required to disclose information without your consent, including but not limited to:
- Mandatory reporting of suspected abuse or neglect of children, elders, or dependent adults
- Expressed threats of serious harm or violence towards an identifiable person
- Concrete plans or immediate risk of suicide or self-harm
- Lawful requests from courts, tribunals, or regulatory authorities
CONSULTATIONS: Practitioner Rights and Responsibilities
Practitioners working with or associated with Support Health commit to providing professional care in accordance with the Code of Conduct of their relevant professional association, Australian Consumer Law, and applicable health regulations.
Support Health practitioners agree to:
- Provide services within the scope of their professional training, qualifications, and registration.
- Deliver consultations with reasonable care, skill, and in accordance with accepted professional standards.
- Respect each client’s dignity, autonomy, cultural background, and right to make informed decisions regarding their health care.
- Maintain appropriate records of consultations, consistent with legal and professional requirements.
- Protect your privacy by keeping all health and personal information confidential, except where disclosure is required or permitted by law.
- Clearly explain the purpose, benefits, and potential risks of naturopathic care, and obtain informed consent before proceeding with treatment or recommendations.
- Refer clients to other qualified health professionals where care falls outside their scope of practice, or where specialist advice is appropriate.
- Reserve the right to decline or discontinue services if a client’s conduct is disruptive, abusive, or compromises practitioner safety.
CONSULTATIONS: Cancellation Policy
- Cancellation with at least 24 hours’ notice: full refund.
- Same-day cancellation: 50% refund.
- Failure to attend without notice: no refund.
If Support Health cancels for any reason, clients will be notified by SMS and email. Any pre-paid fees will be refunded in full. Support Health is not liable for any further loss or damage arising from cancellation.
ONLINE CONSULTATIONS
By participating in online consultations with Support Health, you acknowledge and agree to the following:
- Risks of online therapy: While all reasonable efforts will be made to protect your confidentiality, online consultations carry inherent risks. These include, but are not limited to:
- Transmission disruptions or distortions due to technical failures.
- Unauthorised interception of personal information during transmission.
- Unintentional loss, corruption, or unauthorised access to electronically stored personal information.
- Privacy and confidentiality: Support Health practitioners are bound by Australian privacy and confidentiality legislation. Sessions must not be recorded by either party without the express consent of both practitioner and client.
- Client environment: You agree to access online sessions using a smartphone, computer, or webcam-enabled device, and to make reasonable efforts to participate in a quiet, safe, and private space that is free from distraction.
- Security responsibility: While Support Health uses secure platforms for consultations, you are responsible for ensuring your own device, internet connection, and chosen environment do not compromise confidentiality.
- Limitation of liability: Support Health is not responsible or liable for:
- Technical failures, disconnections, platform errors, or delays beyond its control.
- Security breaches, including hacking or unauthorised access by third parties.
- Loss, alteration, or disclosure of information that arises from client-side hardware, software, or internet network vulnerabilities.
By proceeding with online consultations, you accept these risks and release Support Health, its practitioners, and affiliates from any liability for damages, losses, or claims connected with the use of telehealth platforms, except as required by Australian law.
PRIVACY POLICY
Your privacy is important to us. This Privacy Policy explains how Support Health collects, uses, stores, and protects your personal information. By using this website or our services, you consent to the practices described in this Policy.
Personal information we collect
Support Health may collect and use the following types of personal information:
- Information about how you use this website, including IP address, browser type, and access times.
- Information stored via cookies. Cookies are small text files sent from a web server to your browser to improve functionality and user experience. Cookies do not give us access to your computer and will not be used to personally identify you. You can disable cookies through your browser settings.
- Information you provide when registering for services or creating an account. You are not obligated to supply this information, however some services may not be available without it.
- Information about transactions made via this website, including your name, address, phone number, email address, and relevant details relating to purchases, bookings, or subscriptions.
- Marketing information you voluntarily provide, such as product preferences, birthday, and gender.
- Health-related information provided voluntarily in the context of consultations with naturopathic practitioners.
Use of personal information
Support Health may use your personal information to:
- Operate and administer this website.
- Enable your access to and use of website features and services.
- Process orders, deliver products, and manage transactions.
- Provide marketing communications where you have consented to receive them.
Where information is disclosed to third-party service providers or agents (e.g., couriers, payment processors), they will be obligated to handle your personal information in accordance with this Policy and Australian privacy law.
We may also disclose your personal information where required by law, court order, regulatory authorities, or where necessary to establish, exercise, or defend our legal rights.
Data Security
Support Health takes reasonable technical, physical, and organisational measures to safeguard your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. These include:
- Use of encryption technology for electronic transactions.
- Secure offline storage of personal health and medical records in accordance with clinical legal standards of naturopathic registration.
However, no internet transmission can be guaranteed to be fully secure. By using this website, you acknowledge and accept this inherent risk. Support Health is not liable for unauthorised access to your information arising from factors beyond our reasonable control.
Cross-border data transfers.
Support Health primarily uses Australian internet providers and servers for data storage. However, some information may be processed, stored, or transferred overseas by third-party service providers. By submitting your personal information, you consent to such cross-border transfers in compliance with the Australian Privacy Principles.
Access, Correction, and Updates
You may request access to the personal information we hold about you, and request corrections where the information is inaccurate, incomplete, or out of date. Please contact us via our “Contact Us” page for such requests.
Support Health may update this Privacy Policy at any time by publishing a revised version on our website. You should check this page periodically to remain familiar with changes.
Third-Party Websites
This website may contain links to third-party websites. Support Health is not responsible for the privacy policies, practices, or content of external websites. This Privacy Policy applies only to information collected directly by Support Health.
Contact
If you have any questions about this Privacy Policy or the way we handle personal information, please contact us via our “Contact Us” page.
LIMITS to LIABILITY
No Warranties.
This website and its contents are provided “as is” without any warranties, express or implied, except as required under Australian Consumer Law. Support Health does not warrant that:
- The website or any of its content will always be available, uninterrupted, or error-free; or
- The information on this website is complete, accurate, reliable, suitable, or current.
Support Health reserves the right to suspend, modify, or discontinue, temporarily or permanently, any part of the website without notice. You agree that Support Health will not be liable to you or any third party for such suspension, modification, or discontinuance.
Limitations of Liability
To the fullest extent permitted by law, Support Health, its practitioners, employees, and affiliates are not liable for any loss or damage, whether direct, indirect, incidental, special, or consequential, arising out of or in connection with your use of this website or its contents. This includes but is not limited to:
- Loss of business, profits, revenue, data, goodwill, or anticipated savings;
- Any damages, costs, or claims arising from reliance on website content or products;
- Unauthorised access to or alteration of your transmissions or data;
- Disruptions, technical errors, or delays in online services beyond our reasonable control.
Nothing in this disclaimer limits or excludes any rights, guarantees, or remedies you may have under the Competition and Consumer Act 2010 (Cth) or any other applicable law that cannot be excluded, restricted, or modified by contract.
Reasonableness
By using this website, you acknowledge and agree that the exclusions and limitations of liability set out in this policy are reasonable. If you do not agree, you should not use this website.
Severability
If any provision of this disclaimer is held unenforceable under applicable law, the remainder of the disclaimer shall continue in full force and effect.
