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Terms of Service

“Care that connects the dots not just the symptoms”.

Terms of Service

Source Health and Wellness Pty Ltd
Effective date: 12 September 2026
Last updated: 12 September 2026

  1. About these terms

These Terms of Service (Terms) apply to your use of the Source Health and Wellness website, online-booking facilities, forms, communications and healthcare services. In these Terms, Source Health and Wellness, we, us and our means Source Health and Wellness Pty Ltd (ABN 30656486314). You and your means a website visitor, patient, client, parent, guardian or authorised representative using our services.

By using our website, making a booking, completing a form, registering as a patient, attending a consultation or otherwise receiving our services, you acknowledge that you have read and agree to these Terms and our Privacy Policy.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law.

  1. Our services

Source Health and Wellness provides holistic, personalised and integrative healthcare services. Services may include consultations, health assessments, review appointments, treatment planning, nutritional and environmental functional testing, and discussion of plant-based, compounded or other treatments where clinically appropriate.

Services are provided by appropriately qualified practitioners who exercise independent professional and clinical judgment. The availability, suitability, nature and timing of a service, investigation, referral, product, medication or treatment are determined case by case following an appropriate clinical assessment.

We do not guarantee that any person will be suitable for a particular treatment, test, medication, prescription, product or health outcome. Healthcare outcomes vary between individuals.

  1. Website information and emergencies

Information on our website, social media, emails and other materials is general information only. It is not medical advice, diagnosis, treatment advice or a substitute for an individual consultation with a qualified healthcare practitioner. Using our website or submitting an enquiry does not create a practitioner-patient relationship.

Do not use our website, online booking, email, SMS or social-media channels for urgent or emergency health concerns. If you believe that you or someone else has a medical emergency, call 000 or attend the nearest emergency department.

  1. Booking and appointment requirements

Appointments may be booked online, by telephone or by another method we make available. A booking is subject to availability and is not confirmed until you receive our confirmation and, where required, payment has been successfully processed.

For Initial Consultations, we require you to complete an intake questionnaire, consent documents or other information before your appointment. The Initial Questionnaire may take up to approximately 20 minutes to complete. Review questionnaires generally take around 5–10 minutes.

You are responsible for ensuring that the information you provide is accurate, complete and current. Failure to complete required documentation, provide requested information or meet any reasonable pre-appointment requirements may mean that we cannot provide the scheduled consultation safely or that the appointment must be rescheduled.

  1. Fees and payment

Current consultation fees are displayed during online booking, communicated before the service, or otherwise made available on request. Fees may change from time to time, but a change will not ordinarily alter the price of an appointment that has already been paid for unless you agree.

Unless we agree otherwise in writing, payment is due at the time of booking. Online bookings require full payment in advance. You authorise us and our payment provider to process the payment method you provide for agreed fees and any applicable cancellation charge.

You are responsible for confirming any Medicare, private-health-insurance or other third-party rebate eligibility. Unless we expressly state otherwise, fees are private fees and we do not guarantee that any rebate will be available.

  1. Cancellations, rescheduling and late arrival

If you need to cancel or reschedule, please notify us as early as possible.

  • Cancellations made with at least 24 hours’ notice may be eligible for a full refund or transfer of the booking fee, subject to any non-refundable third-party processing cost disclosed at booking.
  • Cancellations made with less than 24 hours’ notice will receive a 50% refund of the appointment booking fee.
  • A missed appointment or cancellation without notice may be treated as a cancellation with less than 24 hours’ notice.
  • If you arrive late, your consultation may need to be shortened so that other appointments are not disrupted. The booked fee may still apply.
  • We may waive or vary a cancellation charge at our discretion in genuine emergencies or exceptional circumstances.

If we need to cancel or reschedule an appointment, we will give reasonable notice where possible and offer a suitable alternative appointment, credit or refund.

  1. Your responsibilities

To support safe and effective care, you agree to:

  • provide accurate, complete and up-to-date personal and health information, including relevant medical history, medications, allergies, supplements, current treatments and test results;
  • tell us if your health circumstances, contact details or medications change;
  • follow reasonable clinical, safety and administrative directions provided by your practitioner;
  • attend recommended follow-up appointments where clinically necessary;
  • treat our practitioners, employees, contractors and other patients with respect; and
  • pay fees when due.

You must not behave in a way that is abusive, threatening, discriminatory, harassing, intimidating or unsafe. We may end, suspend or refuse services where behaviour creates a safety risk, where fees remain unpaid, where relevant information is repeatedly withheld, or where continuing care is not clinically appropriate. We will manage any ending of care in a manner consistent with applicable professional obligations.

  1. Clinical consent and treatment decisions

Your practitioner will discuss proposed care relevant to your individual circumstances, including material risks, benefits, alternatives and expected costs where appropriate. You may ask questions and may accept, decline or withdraw consent for a proposed treatment at any time.

Our practitioners retain sole clinical discretion. They may decide that a requested test, treatment, medication, product, prescription, referral or service is not clinically appropriate, safe, available or lawful. A booking or payment does not guarantee that a particular treatment or outcome will be provided.

You should continue to seek care from your usual general practitioner and other treating practitioners as appropriate. Our services are not a substitute for emergency care or for other care that you require.

  1. Online services, communications and security

We may use third-party providers for online booking, payment processing, video consultation, email, SMS and practice-management services. Your use of those platforms may also be subject to the provider’s separate terms and privacy policies.

Email, SMS and internet-based communications may not be completely secure. By choosing to communicate with us using these methods, you acknowledge the associated risks. Do not send urgent information or highly sensitive information by ordinary email, SMS, website form or social media.

If you are given access to an online account, booking link or patient portal, you must keep any login credentials, secure links and device access confidential. Notify us promptly if you believe there has been unauthorised access to your account or information.

  1. Privacy

We handle personal and health information in accordance with our Privacy Policy, available through our website. By using our services, you acknowledge that we may collect, use, hold and disclose your information as described in that policy and as otherwise permitted or required by law.

  1. Intellectual property and permitted website use

Unless otherwise stated, the content, branding, logos, text, graphics, photographs, designs, documents and other materials on this website are owned by or licensed to Source Health and Wellness and are protected by Australian intellectual-property laws.

You may view, download or print website content for personal, non-commercial use only. You must not copy, reproduce, modify, distribute, publish, commercially exploit, scrape or create derivative works from our website or materials without our prior written consent, except where permitted by law.

You must not use our website in a way that interferes with its operation, compromises security, introduces malicious code, infringes another person’s rights or breaches any applicable law.

  1. Third-party links and services

Our website may link to third-party websites, products, services, booking systems, payment providers or information resources. These links are provided for convenience only. We do not control, endorse or accept responsibility for third-party content, availability, security, terms, privacy practices, products or services.

  1. Liability

To the maximum extent permitted by law, we exclude liability for loss or damage arising from reliance on general website information, website interruptions, third-party links or services, or outcomes that are within the normal range of clinical uncertainty.

Nothing in these Terms limits liability for negligence, breach of a non-excludable consumer guarantee, or any other liability that cannot lawfully be excluded or limited. Where liability for a breach of a non-excludable guarantee may lawfully be limited, our liability is limited, at our option, to re-supplying the relevant service or paying the cost of having the relevant service re-supplied.

  1. Changes to these terms

We may update these Terms from time to time to reflect changes to our services, fees, booking processes, systems or legal obligations. The current version will be available on our website and will show its effective date. If a change is material, we will take reasonable steps to notify affected patients where appropriate.

  1. Governing law and contact

These Terms are governed by the laws of Queensland, Australia. The courts of Queensland have jurisdiction in relation to disputes arising from these Terms, subject to any applicable law.

For questions about these Terms, please contact:

Source Health and Wellness Pty Ltd
Suite 125, 6/1 Rabaul Street, Trinity Beach QLD 4879
Email: info@sourcehealthandwellness.com

If you have a concern about clinical care, please raise it with your practitioner or contact us directly so that we can attempt to resolve it. You may also have the right to lodge a complaint with an appropriate health-complaints body or professional regulator.

Complaints and external contacts

We welcome feedback and encourage you to raise any concern with your practitioner or Source Health and Wellness directly in the first instance, where you feel comfortable doing so. We will take your concern seriously and aim to respond promptly.

 

If you are not satisfied with our response, do not feel comfortable raising the matter with us, or believe there is a serious concern about a health service or practitioner, you may contact:

Office of the Health Ombudsman (Queensland)

The Office of the Health Ombudsman is the independent body that receives complaints about health services, healthcare facilities, and registered and unregistered health practitioners in Queensland.

Website:

https://www.oho.qld.gov.au/make-a-complaint

Online complaint form: https://portal.oho.qld.gov.au/healthcomplaintform/

Phone: 133 OHO (133 646)

Post: PO Box 13281, George Street, Brisbane QLD 4003

 

Australian Health Practitioner Regulation Agency (Ahpra)

Ahpra regulates registered health practitioners nationally. In Queensland, concerns about a practitioner’s health, conduct or performance should generally be made to the Office of the Health Ombudsman. Concerns that a practitioner may have committed a criminal offence under the National Law can be reported directly to Ahpra.

Website: https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx

Phone: 1300 419 495

 

Privacy concerns

If you have a concern about how we have collected, used, stored or disclosed your personal information, please contact us first. If you are not satisfied with our response, or we do not respond within a reasonable period, you may contact the Office of the Australian Information Commissioner (OAIC).

Website:

https://www.oaic.gov.au/privacy/privacy-complaints/lodge-a-privacy-complaint-with-us

 

Phone: 1300 363 992

Email: enquiries@oaic.gov.au

Post: GPO Box 5288, Sydney NSW 2001

Johnny is a Fellow of the Australasian College of Nutritional and Environmental Medicine (ACNEM), with extensive experience in functional medicine.  He combines evidence-informed clinical care with practical, personalised strategies to help you better understand your health and take meaningful steps towards improved wellbeing.

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