T&Cs | By Lani

Terms and Conditions for bookings at the By Lani Nutrition Clinic

This page governs

booking in for an appointment at the By Lani Nutrition Clinic via Halaxy, phone or email and,
any other related agreement or legal relationship with us in a legally binding way.

On this page, 'us' 'we' or 'our' refers to the By Lani Nutrition Clinic, and it's employees and clinicians.

General

These Conditions are subject to change without notice by the By Lani Nutrition Clinic and such amended Conditions will apply to all appointments booked on or after the date of such change. By booking an appointment, you agree to be bound by the then current Conditions.

Eligibility and Responsibility

By booking an appointment at the By Lani Nutrition Clinic, you confirm the following:

you are older than 16 years of age, or;
if you are between 16 and 18 years of age, you must ensure that your parent or guardian has read and understood these Terms and Conditions and consents to your booking, or;
you are the legal parent or guardian of a child under 16 years of age by whom you are making the appointment for.

Cancellation Policy

Online consultations:

You may reschedule your online consultation at anytime up until the appointment start time.
For online consultations, if you cancel within 24 hours of your appointment start time, you will be subject to pay 50% of the consultation fee. This will be sent to you via invoice and will require payment within 3 day of receiving the invoice.

In-person consultations:

You may reschedule your in-person consultation at anytime up until 72 hours prior to the appointment start time at no additional cost.
In-person appointments that are rescheduled within this 72 hour time frame will be subject to a $40 rescheduling fee. You may, however, reschedule for an online consultation (instead of in-person) within this 72 hour window and you will not be subject to pay the $40 rescheduling fee.
For in-person consultations, if you cancel within 48 hours of your appointment start time, you will be subject to pay 50% of the consultation fee. This will be sent to you via invoice and will require payment within 3 day of receiving the invoice.

No-Shows

If you fail to attend your confirmed appointment at the By Lani Nutrition Clinic within 15 minutes of your consultation start time this will be classified as a no-show.
No-shows have a grace period of 24 hours from after the appointment start time to reschedule their consultation; if a consultation is not rescheduled within the 24 hour grace period, clients are subject to pay 100% of the consultation fee. This will be sent to you via invoice and will require payment within 3 days of receiving the invoice.

Consultation Bundles

If you purchase a consultation bundle package, you are eligible to a 100% refund up until 24 hours prior to your first consultation start time. After this time, consultation packages are no longer eligible for a refund, however, you may reschedule your appointment(s) at any time.

Workshop Cancellation & Refund Policy

Upfront payments are required for workshops. You will receive an invoice via email for payment.
You may reschedule your workshop at anytime up until 24 hours prior to the workshop start time. Any workshops rescheduled within 24 hours of the workshop start time will incur a rescheduling fee of $150.
If you cancel within 48 hours of your workshop start time, you will be subject to pay 50% of the workshop fee, meaning you will receive a 50% refund.
If you cancel up until 48 hours before your workshop start time, no fee is incurred. You will receive a 100% refund.

Invoices & Late Fees

If you fail to make payment by the invoice due date, you will be charged a late fee of $5 per day up until 90 days past the invoice is late.

If 90 days past the invoice due date the invoice has still not been paid in full, By Lani Nutrition Clinic reserves the right to take further action to recover the money without further notice to you.

Introduction

This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

Why and when your consent is necessary

When you register as a patient of our practice, you provide consent for our clinicians and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

Why do we collect, use, hold and share your personal information?

Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).

What personal information do we collect?

The information we will collect about you includes your:

- names, date of birth, addresses, contact details
- medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
- Medicare number (where available) for identification and claiming purposes
- healthcare identifiers
- health fund details

Dealing with us anonymously

You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

How do we collect your personal information?

Our practice may collect your personal information in several different ways.

- When you make your first appointment our practice staff will collect your personal and demographic information via your initial consultation form.
- During the course of providing consultation and health services, we may collect further personal information.
- We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media.
- In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
- your guardian or responsible person
- other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
- your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).

When, why and with whom do we share your personal information?

We sometimes share your personal information:

- with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
- with other healthcare providers
- when it is required or authorised by law (eg court subpoenas)
- when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
- to assist in locating a missing person
- to establish, exercise or defend an equitable claim
- for the purpose of confidential dispute resolution process
- when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)

Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.

We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.

Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.

We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified and the information is stored within Australia. You can email [hello@by-lani.com](mailto:hello@by-lani.com) to let us know if you do not want your information included.

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms including electronic records, paper records (X-rays, pathology results, CT scans, videos and photos), audio recordings and session transcripts.

Our practice stores all personal information securely. The By Lani Nutrition Clinic is bound by the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). Electronically stored information is kept on secure APPs compliant software. Paper records are stored in a secure private environment.

How can you access and correct your personal information at our practice?

You have the right to request access to, and correction of, your personal information.

Our practice acknowledges patients may request access to their health records. We require you to put this request in writing via email to hello@by-lani.com and our practice will respond within a reasonable time of 30 business days. There are no fees associated with requesting and receiving access to your personal information.

Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing via email to hello@by-lani.com.

How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing via email to hello@by-lani.com, you may also call 0433 030 498. We will then attempt to resolve the complaint or concern within a reasonable time of 30 business days.

You may also contact the OAIC (Office of the Australian Information Commissioner). Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.

Privacy and our website

We may collect personal information through our website and social media platforms when you interact with our practice, including when you complete contact forms, book appointments, subscribe to updates, or send us messages.

The types of personal information we may collect include your name, email address, phone number, health information you choose to share, and any other details relevant to your enquiry or care.

Our website may also use cookies and similar technologies to improve your browsing experience and better understand how visitors use our site. This may include the use of analytics tools that collect information such as your IP address, browser type, pages visited, and time spent on our website. This information is generally used in an aggregated and de-identified form to help us improve our services and website functionality.

When you engage with us on social media (such as liking, commenting, or messaging), we may collect and store that information to respond to your enquiry and provide our services. Please note that social media platforms may also collect and use your information in accordance with their own privacy policies.

We take reasonable steps to protect any personal information collected through our website and social media platforms and ensure it is handled in accordance with applicable privacy laws.

Policy review statement

This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur.

T&Cs last updated April 8, 2026