These Terms and Conditions form an agreement between you, the client, (‘you’ or ‘your’ or ‘the client’) and Bree Boyatzis trading as Southwest Lactation ABN 30 787 386 693 (‘Bree’ or ‘Southwest Lactation’ or ‘we’ or ‘our’).
These Terms and Conditions include the Fee Schedule. You must read the Fee Schedule along with these Terms and Conditions.
In making an appointment with Southwest Lactation, you are accepting these Terms and Conditions and the Fee Schedule.
Description of Service
These Terms and Conditions relate to services provided by Southwest Lactation which include postnatal breastfeeding and lactation support and management via in-person consultations and written media.
Bookings
- All clients will receive an appointment reminder 72 and 48 hours prior to their scheduled booking, which must be confirmed via completion of all screening and patient information forms sent via email.
- If appointment confirmation is not received, Southwest Lactation will make all reasonable efforts to contact you to confirm your appointment and obtain the required pre-appointment documentation.
- If you cannot be contacted within 24 hours of your appointment for confirmation, your appointment will be cancelled by Southwest Lactation.
- By booking your appointment, you are agreeing to Southwest Lactation’s Cancellation Policy and the Fee Schedule as outlined in these Terms and Conditions.
Fee Schedule and Payment
- Our Fee Schedule is available upon contacting Southwest Lactation.
- In making an appointment with Southwest Lactation, you agree to accept the Fee Schedule as it pertains to the service you have booked.
- Payment for each service is expected in full at the time of booking.
- Payment for services can be made via direct bank transfer.
Travel Charges
- Travel distances are calculated from Dunsborough, WA.
- Appointment locations between 31-50km from Dunsborough, WA will incur a $30 travel fee.
- Appointment locations more than 51kms from Dunsborough, WA will incur a travel fee.
- Travel charges are in addition to the service or package fee.
- Each home visit appointment will incur a separate travel charge.
- All reasonable effort will be made by Southwest Lactation to inform you of applicable travel charges prior to your appointment.
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 accordance with the services delivered by Southwest Lactation.
- If you are eligible for private health benefits, it is your responsibility to claim these benefits directly from your private health fund.
Delivery of Services
- Southwest Lactation’s business hours are 9am – 5pm Monday to Friday unless otherwise specified.
- All correspondence between the client and Southwest Lactation will occur during these hours.
- Any replies to client correspondence occurring outside of these hours is at the discretion of Southwest Lactation.
- Follow up correspondence is provided via a phone call and not SMS.
Cancellation Policy (Cancellation / Late Cancellation / 'No Show')
- 24 hours notice is required for any rescheduling of appointments.
- 48 hours notice is required to cancel your appointment.
- Late Cancellation means cancellation of a service within 48 hours of the scheduled appointment time.
- Late cancellation appointments must be rescheduled at the same time you notify Southwest Lactation of a late cancellation.
- If you cancel your appointment within 48 hours of your appointment time without rescheduling, 50% of the paid appointment fee will be retained by Southwest Lactation, with the remaining 50% to be refunded to the client.
- If you are running late for your appointment but may still attend your appointment, your appointment will run as scheduled which may mean your appointment length is shortened. Appointment times will not be extended, this is to avoid inconveniencing the client who is booked after you.
- ‘No Show’ - occurs in the event that Southwest Lactation arrives at the designated appointment location at the designated appointment time and the client is not there within 10 minutes of the appointment commencing.
- In the event of a ‘no show’ you will be charged 100% of the service fee plus travel charges as outlined in these Terms and Conditions.
- In the event of a 'no show', no refund of paid appointment fees will be provided.
- 'No show' fees for the missed appointment will be charged even if you reschedule your appointment.
- Any rescheduled appointments are required to be paid for in full at the time of booking, in accordance with these Terms and Conditions.
Privacy Policy
- Southwest Lactation values your privacy. Our Privacy Policy is available here.
Dispute Resolution Process
- Southwest Lactation is committed to their clients and their customer satisfaction.
- If at any time you are unhappy with the services provided by Southwest Lactation, we encourage you to contact us at info@southwestlactation.com.au to discuss your complaint.
- All reasonable efforts will be made to rectify complaints as appropriate.
- The Code of Professional Conduct for IBCLCs along with complaint forms, disciplinary procedures and sanction list can be found here.
Limitation of Liability
To the extent permitted by law I, Southwest Lactation, 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 services 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 Southwest Lactation or their registered employees 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.