Customer Etiquette - Policies & Procedures

Please Arrive 10min early before each treatment, to fill out Intake or consent to treat forms

Health & Safety

  • Your health & safety is our priority & therefore we ask that you fill out a Client Intake & Consent to treat  Forms prior to treatment. This allows you to enjoy the full time allocated for your treatment.
  • All information you provide will be confidential. Failure to complete this form will result in our inability to treat you in the interest of your health & safety.
  • Whilst your Chosen Therapeutic Service is generally greatly beneficial, it may sometimes not be appropriate, or it may need to be modified to best suit your needs and state of health. The information gathered during a medical history will assist in establishing this and developing the best treatment plan for you.
  • We will begin every session with a discussion about your current health, any medical conditions, or illnesses you have outlined in your health form and what you would like to achieve in treatment. It is your responsibility to inform us of any changes in your health status throughout your future treatments with us.
  • With your goals in mind we can then develop a treatment plan together to best manage your condition.
  • This process also allows us to help you to make an informed decision when consenting to treatments.

Late Arrivals Policy Customer Etiquette
We ask that you please arrive 10 minutes prior to your scheduled appointment. We will do our best to accommodate late arrivals. However, the length of service may be adjusted so as to not interrupt the scheduled appointments of other guests immediately following you. You will be responsible for the full value of your scheduled service.

Time of Service Payments
METANOIA-MIND-BODY-SPIRIT does not do any direct insurance billing and requires payment at time of service. Please check with your Provider and Plan for requirements for reimbursement. All payment is done through your assigned therapist, unless they are in training, then a supervisor will be present at the financial transaction stage.

Cancellation, Reschedule & Non-Attendance
24-HOUR NOTICE TO CANCEL AN APPOINTMENT.
Please be sensitive to the impact of failure to show or alert the CLINIC of your inability to honour an appointment. Our practitioner’s time is valuable. Failure to show often results in a missed opportunity for another client that could have used their services.

Please respect our time and other clients who may wish to book your time slot by cancelling or rescheduling your appointment 24 hours or more in advance where practicable. You will be sent a reminder text or Phone Call the day before your appointment to assist in the smooth running of the practice schedule.

Clients are able to cancel or reschedule an appointment at any time, without incurring a fee, provided 24 hours notice is given where practicable. This allows the opportunity to offer the session to another client. If you cancel with less than 24 hours notice, or fail to attend, you will be required to pay the full session fee at the time of booking to secure a new appointment. Your understanding of this policy is appreciated

Unattended Appointments
Late cancellations result in insufficient time to reallocate appointments for those waiting.

In fairness to other clients, we deem it unreasonable to continue offering sessions to those who regularly miss or cancel their appointments at late notice and as such, after 2 unattended appointments­ you will be required to pay the full session fee at the time of booking to secure a new appointment.

Your understanding of this policy is appreciated.

Confidentiality and Privacy
We will only collect your personal details with your consent, and we will only request information directly relevant to your treatment. Furthermore, data may be collected either online or in person, and will never be disclosed to any third parties, unless required by law or other health professionals (with your permission) in order to discuss safe practices in your treatment with us.

Hard copy records are kept securely, and all efforts are taken to ensure the security of your details provided online. Information is collected, utilised, and stored in compliance with the Australian Privacy Principles. These Principles can be viewed https://www.oic.qld.gov.au/about/privacy

Flu Policy – COVID Safe
We know sickness happens. Your health and wellbeing are important to us. If there is ever a day that you would not go to work for sickness, you should stay home and heal. Anyone who needs to cancel in less than the 24-hour notice, for reasons of sickness, we will not hold you accountable for our cancelation policy. Please call the Clinic, and we will work with you as you work toward getting well.

Australian Government Department of Heath

https://www.qld.gov.au/health/conditions/health-alerts/coronavirus-covid-19/stay-informed/symptoms-of-novel-coronavirus-covid-19-comparison

https://www.health.gov.au/resources/apps-and-tools/covidsafe-app

Right of Refusal
METANOIA-MIND-BODY-SPIRIT. Sexual advances of ANY kind will not be tolerated, and the session will be terminated immediately. Payment of terminated session is to be paid in full. Furthermore, the client will not be rescheduled or referred to another practitioner. A report will be handed over to the Police.  ZERO TOLERANCE

METANOIA-MIND-BODY-SPIRIT reserves to right to refuse treatment to anyone who is under the influence of drugs or alcohol, or who exhibits behaviour that is threatening or inappropriate in accordance with the Anti-discrimination Act of Queensland.

We Practice ZERO TOLERANCE Police will be called.

https://www.business.gov.au/People/Customers/Refusing-service

METANOIA-MIND-BODY-SPIRIT reserves the right to move appointments as needed for schedule conflicts or instances where a practitioner is not comfortable with a particular client.

Anti-Discrimination Act is provided at this website

https://www.business.gov.au/People/Customers/Refusing-service

Health and Hygiene
 https://www.business.gov.au/People/Customers/Refusing-service

  • Any foot or Fungal infections (Tinea) & open wounds weeping sores to the feet or body, will be refused treatment for the health and safety of both the client and the practitioner. Treatment can commence once a medicinal assessment has been done and the client is cleared of all infections to the feet or body including open and weeping sores this includes cuts as well.
  • Cancer- Please wait 48 hours after chemo treatment, as you are aware this is for your own wellbeing as it is for our staff and clients at Metanoia Mind Body Spirit. Holistic Wellbeing Therapists will encourage a change or modification in the treatments so as to not disrupt the type of Treatments you may be having, energy healing that will be applied, will be modified. This will be discussed on the day of the booking or on the day of the treatment.
  • Head lice- please stay home until this has cleared up, this is for the comfort as well as the health and safety of our staff and clients.

Cellular and Mobile Devices
We kindly ask that all cell phones and electronic devices are turned off during treatments. Failure to do so may result in our inability to provide ongoing services to repeat offenders.

Treatment & Minors
For the safety of others, it is important to us here at Metanoia Mind Body Spirit that we do not allow children or guest under the age of 15 into the clinic to accompany parents to their appointments, Our clients wellbeing is of upmost importance to us, appointments can be made for the evening if necessary. Your understanding of this policy is appreciated

Loyalty Packages
METANOIA-MIND-BODY-SPIRIT offers Loyalty Packages to clients who find themselves getting treatments on a regular basis. Your attending therapist will be able to help you with this.

Packages work this way; purchase a minimum of 4 treatments and take 10% off! The total value of the package. We’ll even keep track for you – no cards to lose!

Refunds and Returns
Merchandise returns, unless the item is defective, for store credit only.
No refunds for Treatments

Self-harm – Suicidal thoughts – Harming others
I will encourage you to see your Medical Practitioner, I will call your Medical Practitioner, And I will call the Police, on one or all of these issues, I will not facilitate in the harming of  yourself or others

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