Service Agreement

This Service Agreement is between Oh Well Co (herein referred to as ‘Oh Well Co, ‘We’ or ‘Us’) and you (herein referred to as ‘You’, ‘Your’ or ‘the Client).

1. Privacy & Confidentiality
We are committed to protecting your privacy. As part of providing a service to you, Oh Well Co will need to collect and record personal information from you that is relevant to your current situation. This information will be a necessary part of the assessment and treatment that is conducted.

The information is retained in order to document what happens during sessions, and enable the clinician to provide a relevant and informed service. At any stage, you are entitled access to the information about you kept on file, unless the relevant legislation provides otherwise.

All personal information gathered by the clinician during the provision of the service will remain confidential and secure except where:

  • It is subpoenaed by a court, or if disclosure is otherwise required or authorised by law.

  • Failure to disclose the information would place you or another person at serious and imminent risk; or

  • Your prior approval has been obtained to

    • Provide written or verbal reports to another professional or agency, e.g. a GP or a lawyer; or

    • Discuss the material with another person, e.g. a parent, supervisor or employer

AI-Assisted Transcription (Optional)
To support accurate clinical documentation and allow for more present and focused care, secure artificial intelligence (AI) transcription technology may be used during consultations. Any audio captured is processed solely for the purpose of clinical record-keeping and handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Only relevant information will be included in your health record after review by the clinician.

Use of AI transcription is optional, and you may opt out at any time without affecting the care or services you receive.

2. Consent to Release and Obtain Information
To provide the best possible care, we may need to communicate with your healthcare providers. If you have been referred on a care plan, we are required by Medicare to write to your referring doctor (with the option to have other relevant healthcare providers in copy).

By signing this form, you consent to the sharing and receiving of clinical information, including your clinical notes between Oh Well Co and the healthcare provider/s and persons who are currently or become a party to your care during the course of this Service Agreement.

Additionally, you authorise Oh Well Co to contact your designated emergency contact in the event of a medical emergency or if there is an immediate concern for your safety.

3. Fees
You agree to pay the scheduled fee for your booked service. All fees are listed in Australian Dollars and include GST (Goods and Services Tax) if applicable. We reserve the right to adjust pricing at our discretion. For an updated list of fees please visit: https://ohwellco.com.au/coaching

All Fees will be payable via credit or debit card through Tyro Health or electronic funds transfer to our nominated bank account prior to or immediately after your appointment. Unpaid fees will be automatically debited from your nominated debit/credit card stored on Tyro Health or an invoice will be sent via email if this has not been provided. In the unlikely event that this fee is not paid, any follow up appointments may be cancelled.

Payment Card Details & Billing Authorisation
To streamline billing and reduce administrative processes, all clients are required to provide valid debit or credit card details, which are securely stored by Tyro Health using encrypted, industry-standard payment protection. Your card may be charged for consultation fees, late-cancellation or no-show fees as outlined in this agreement, and any agreed program or service fees.
Card details are not visible to Oh Well Co staff and will only be used for the purposes described in this agreement. You may update your payment details at any time by contacting us.


4. Cancellation Policy
We value your time and ours. To ensure we can support our clients as best possible, we require a minimum of 48 business hours' notice for any changes or cancellations.
Late Cancellation (<48 business hours): A cancellation fee of 50% of the appointment cost will be charged.
Non-Attendance: If you fail to attend a scheduled appointment without notice, 100% of the appointment fee will be charged to cover the time reserved for you.
NDIS ParticipantsFor participants funded by the NDIS, please note that any cancellation made with less than 48 hours' notice, or failure to attend, will incur 100% of the scheduled fee in accordance with NDIS Pricing Arrangements.

Multiple Reschedules Policy
We value our time together and want to ensure you get the most out of our sessions. To maintain a consistent schedule for all clients, if an appointment is rescheduled three times in a row, we will be unable to offer further sessions. Exceptions can be made for unexpected emergencies.

5. Refunds
Except as required by law, we are unable to offer refunds for completed services. However, if you are unsatisfied with your experience, we encourage you to contact us and provide feedback.

6. Right to Refuse Service
We reserve the right to refuse any service request deemed inappropriate, unreasonable, or illegal at our sole discretion.

7. Client Responsibility
You are solely responsible for determining if our services are suitable for your needs. Full disclosure of any health concerns or medical conditions is mandatory to ensure appropriate treatment is recommended.

We advise that you seek advice from your doctor or other medical health professional prior to using our services and where there are any changes to your health or any medical condition. We recommend that you inform your primary healthcare provider about the services we recommend. 

You understand that the services we provide are not intended to nor do they replace any medical, psychological or other health advice.

8. Disclaimer
Our services may incorporate various modalities, including dietary changes and clinical hypnotherapy. While we strive to achieve positive results and outcomes, it is important to note that individual responses to treatments and programs can vary. We make no claims or guarantees regarding your health or recommended treatments. We do not guarantee a cure or complete resolution of any health concerns.

If you experience a serious medical condition or emergency, seek immediate medical attention from your doctor or the nearest hospital emergency department.

9. Indemnity
You agree to indemnify and hold us harmless from any claims, damages, losses, liabilities, costs, and expenses arising out of or related to your use of our services, except in cases of our proven negligence or misconduct.