TERMS AND CONDITIONS
These Terms and Conditions form a client agreement between you the client (hereby referred as you, your) and The Matrescence Nurse ABN 53719883972 (also referred to as Kimberley Stewart, Kim, the Lactation Consultant, we).
These Terms and Conditions also include the Fee Schedule, which can be found here https://the-matrescence-nurse.splose.com/booking. You must read the Fee Schedule along with these terms and conditions.
In making a booking with The Matrescence Nurse you are accepting these Terms and Conditions and Fee Schedule.
Description of service
These Terms and Conditions relate to services provided by The Matrescence Nurse which include; pre and post natal breastfeeding, chest feeding and lactation support and management as well as remedial massage via in person consultations, telehealth, courses, education programs and written and video media (Services).
Bookings
1. All clients with bookings will receive an appointment reminder 48 hours before their appointment time.
2. In cases where confirmation has not been received, The Matrescence Nurse will reasonably endeavour to contact you to confirm your appointment and obtain pre-appointment documentation.
3. By booking your appointment you are accepting The Matrescence Nurse’s cancellation and ‘no show’ policy and Fee Schedule as outlined in these Terms and Conditions.
Fee schedule and Payment
1. Please read the Fee Schedule outlined here https://the-matrescence-nurse.splose.com/booking
2. You accept the Fee Schedule as it pertains to the relevant packages and Services you have booked.
3. Payment is expected at the time of booking your appointment and all bookings incur a non-refundable deposit of $100.
4. Payment for services can be made via cash, debit or credit card via third party payment systems Stripe, T’s &C’s of Stripe can be found on their website.
Travel Charges
1. All home visit appointments booked will incur a travel charge, as set out below. Distance is determined by radius from 37 Emily St, St James.
A. 0-15Km - $0
B. 15-30Km - $20
C. 30-45Km - $30
D. 45+ Km - $50
Deposits
1. Full payment is taken on booking your appointment. This can be made via debit or credit card via third party payment systems as outlined above. Under no circumstances will the deposit be refunded if the appointment is cancelled by you.
2. Please see the Cancellation Policy for procedures should your appointment be rescheduled by you, the client or The Matrescence Nurse
Cancellation policy (cancellation/late cancellation and ‘no show’)
1. 48 hours notice is required to cancel or reschedule your appointment and not incur additional costs beyond the non refundable deposit.
2. If you cancel your booking within these 48 hours, but no less than 24 hours and do not attempt to reschedule your appointment within 48 hours from your original appointment time, 50% of your appointment fee will be charged.
3. If you cancel within 24 hours of your appointment time and do not attempt to reschedule your appointment within 48 hours of your original appointment, 100% of the appointment fee will be charged.
4. New appointment times are subject to availability.
5. If your appointment is cancelled by The Matrescence Nurse within 48 hours of your appointment time, no financial penalty will be incurred by you.
6. If in the event your appointment is cancelled by The Matrescence Nurse and no suitable replacement appointment can be arranged in a reasonable timeframe, your full deposit will be refunded.
No Show Policy
A “No Show” occurs in the event that The Matrescence Nurse or one of their representatives, arrives at the designated appointment address at the appointment time and you are not there within 15 minutes of the appointment commencing.
1. In the event of a ‘no show’ all reasonable attempts will be made by The Matrescence Nurse to contact you and make an alternative appointment.
2. If an alternative appointment is not made within 48 hours of the appointment time, 100% of the appointment fee plus travel costs as outlined in these Terms and Conditions will be invoiced to you and payable within 7 days via direct debit or third party system.
Delivery of Services (eg business hours, ongoing support)
The Matrescence Nurse business hours are Wednesday and Friday 9am-3pm unless otherwise specified. Correspondence, phone calls and support outside of these hours are at the discretion of the Lactation Consultant.
All packages outlined in the Fee Schedule include 1 week of ongoing phone, text and email support.
Ongoing support outside this length of time can be purchased on a subscription basis. Fees for add-ons are not refundable, including where you fail to utilise purchased add-on options fully within the time period stipulated.
Dispute resolution process
The Matrescence Nurse are committed to their clients and their customer satisfaction. If, in the event you are unhappy with the Services provided by The Matrescence Nurse we encourage you to contact us at info@matrescencenurse.com.au to discuss your complaint and rectify if appropriate.
The code of professional conduct for IBCLCs along with complaint forms, disciplinary procedures and sanction list can be found at https://iblce.org/resources/disciplinary-procedures/
Limitation of Liability
To the extent permitted by law I, The Matrescence Nurse, will not be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility.
Indemnification
You agree to indemnify, defend and hold harmless The Matrescence Nurse from any claim or demand, including reasonable legal fees, made by any third party due to, or arising out of, your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
Private Health funds
If you have private health insurance, you are responsible for liaising directly with your private health fund to determine if you are eligible for private health benefits in respect of the services you receive from The Matrescence Nurse.