Terms and Conditions

Embrace Co – Terms & Conditions

These Terms & Conditions apply to all services provided by Embrace Co. By booking an appointment, purchasing a service, or engaging in care with Embrace Co, you acknowledge that you have read, understood, and agree to the following.

1. Online Service Delivery & Time Zone

Embrace Co operates fully online. All consultations are delivered remotely via Telehealth or phone.

All appointment times are scheduled in Melbourne, Australia time (AEST/AEDT). It is the client’s responsibility to ensure correct time zone conversion when booking.

2. Consultation Types & Booking Requirements

Consultations are available for adults and children.

• Each individual client (including children) must have their own Initial Consultation and ongoing appointments booked in their name.
   
• An Initial Consultation is required before booking any Review, Functional Testing, or Extended consultations.
   
• It is the client’s responsibility to select the correct consultation type.
   

If an incorrect consultation type is booked, Embrace Co reserves the right to:

• adjust the appointment type, format, or length,
   
• reschedule the appointment to a more suitable time, and/or
   
• issue an invoice for additional time required.
   

If a booking needs to be changed or upgraded, any outstanding invoice balance must be paid before protocols, recommendations, prescriptions, or updates are released.

3. Consultation Format (Video vs Phone)

Appointments booked after 4:00pm (Melbourne time) on weekdays are conducted as phone consultations only (not video), unless otherwise agreed.

If you prefer a video consultation, please book a daytime appointment or email hello@embraceco.com.au in advance to request this. Requests made on the day of your appointment cannot be guaranteed.

4. Payment Policy

Payment is required to secure your appointment.

• Initial Consultations must be paid at the time of booking to confirm your appointment.
   
• For all other appointments, payment is required at least 48 hours prior to your consultation, unless otherwise stated by Embrace Co.
   
• If payment is not made at the time of booking, an invoice will be emailed to you.
   

If payment is not received within the required timeframe, Embrace Co may cancel the appointment and release the time to another client.

5. Non-Refundable Policy

All consultation fees are non-refundable under any circumstances, including (but not limited to) change of mind, dissatisfaction, delays in results, failure to follow recommendations, incorrect booking selection, or failure to attend.

6. Rescheduling & Cancellation Policy

To reschedule or cancel, clients must notify Embrace Co by email only: hello@embraceco.com.au

• A minimum of 48 hours’ notice is required to cancel or reschedule an appointment.
   
• Clients may reschedule once per booking, and the rescheduled appointment must occur within 6 weeks of the original booking date.
   
• Cancellations or reschedules made with less than 48 hours’ notice may incur a 50% fee.
   
• Failure to attend an appointment (no-show) will incur 100% of the consultation fee.
   
• Late arrivals will not receive extended time. The full consultation fee applies.
   

If a client fails to attend a rescheduled appointment or does not meet the rescheduling requirements, the consultation fee will be forfeited in full.

7. Intake Forms & Preparation Requirements

To ensure your consultation time is used effectively:

• New clients are required to submit the Initial Client Intake Form at least 48 hours prior to their appointment.
   
• If intake forms are not completed prior to the appointment, they may need to be completed during the consultation and no additional time will be allocated. 

8. Pathology & Test Results

If you have pathology, blood tests, or functional testing results for review, they must be emailed to hello@embraceco.com.au at least 48 hours prior to your appointment.

Late submissions may require rescheduling or a change of appointment type to allow appropriate review time.

9. Communication Policy

Email is the only accepted form of communication outside consultations.

Email support is limited to:

• appointment rescheduling,
   
• supplement top-ups,
   
• dosage clarification, and
   
• submitting pathology before an appointment.
   

Clinical discussions, protocol changes, symptom reviews, and education must occur within a booked consultation. Ongoing or excessive email communication outside these boundaries may be invoiced separately.

10. Scope of Practice & Disclaimer

Cassidy Rendell (BHSc, Naturopathy, ATMS) is a qualified Naturopath and works strictly within her professional scope.

Embrace Co services:

• do not provide medical diagnosis,
   
• do not replace medical care,
   
• do not provide emergency or crisis support,
   
• and do not provide psychotherapy.
   

If you require urgent medical or mental health support, contact your GP, local emergency services, or relevant crisis support services.

Results vary between individuals and outcomes cannot be guaranteed.

11. Professional Conduct

Embrace Co maintains a respectful and professional environment.

Aggressive, abusive, or inappropriate behaviour will not be tolerated. At the practitioner’s discretion, the consultation may be ended immediately and the full fee will apply.

12. Termination of Client Relationship

Embrace Co reserves the right to terminate the practitioner–client relationship at any time if professional boundaries are not respected, communication policies are repeatedly breached, or the relationship is no longer a good fit. Termination may occur without refund and without obligation to continue services.

13. Confidentiality & Records

Your information is stored securely and treated confidentially. Embrace Co may share relevant information with other health professionals involved in your care when appropriate and with your consent, or as required by law.

Electronic communication carries inherent risks. While Embrace Co takes reasonable steps to protect information, Embrace Co is not liable for third-party interception.

14. Intellectual Property

All materials created by Embrace Co, including protocols, resources, educational materials, PDFs, website content, and written content, are the intellectual property of Cassidy Rendell unless otherwise stated.

No materials may be copied, shared, reproduced, or distributed without written permission.

15. Changes to Terms & Conditions

Embrace Co may update these Terms & Conditions from time to time. Any changes will be reflected on this page and/or communicated via the contact details provided at booking.

16. Contact

For booking-related questions, please contact:
hello@embraceco.com.au