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Terms and Conditions

Welcome to our website. If you continue to browse and use this website and/or make an appointment with us, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern The Lucy Rose Clinic’s relationship with you when you use our website or visit our clinic.

The term ‘The Lucy Rose Clinic’ or ‘us’ or ‘we’ refers to the owner of the website, The Lucy Rose Clinic Pty Ltd ABN: 84953817959. The term ‘you’ refers to the user or viewer of our website or visitor to our clinic.

The use of this website is subject to the following terms of use:

Use of this website

1 The information that is provided on this website is for general use only and we reserve the right absolutely to change the pages and the content thereon at our absolute discretion and without notice.

2 We reserve the right to update our terms and conditions at our discretion at any time. If we do, the new terms and conditions will be posted on this website. Your subsequent or continued use of the website will constitute your acceptance of any changes. If you object to any changes to the terms and conditions, your only remedy is to immediately discontinue your use of the Site.

3 Your use of this website and any dispute arising out of such use is subject to the laws of New South Wales, Australia.

4 There is no warranty or guarantee whatsoever given or implied by us or any other third party with regard to the nature of the information provided. This applies to but is not limited to the accuracy, performance suitability or completeness of the information provided on this website. By using this website you hereby acknowledge that any information and materials or otherwise may be inaccurate or contain errors or be misleading and we hereby exclude absolutely any liability whatsoever for any such inaccurate, incorrect or misleading information to the fullest extent permitted by law.

5 Your use of this website and the material and information contained in it is entirely at your own risk and we shall not be liable for any consequences of that use. By using this website you take full and complete responsibility for the use of any products information or services available resulting from the use of the website.

6 From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content or otherwise of the linked website(s). If you click a link to any such websites, you leave the Lucy Rose Clinic website entirely at your own risk.

7 If you contact a third party using a link provided on this website, including via email, we do not accept any responsibility for any communications or transactions between you and the relevant third party.

Liability Disclaimer

8 The information, software, products, and services included in or available through the The Lucy Rose Clinic Web Site may include inaccuracies or typographical errors. Changes are periodically added to the information herein. The Lucy Rose Clinic and/or its suppliers may make improvements and/or changes in the The Lucy Rose Clinic Web Site at any time. Advice received via The Lucy Rose Clinic Web Site should not be relied upon for personal, medical, legal or financial decisions and you should consult an appropriate professional for specific advice tailored to your situation.

9 The Lucy Rose Clinic and/or its suppliers make no representations about the suitability, reliability, availability, timeliness, and accuracy of the information, software, products, services and related graphics contained on the The Lucy Rose Clinic Web Site for any purpose. To the maximum extent permitted by applicable law, all such information, software, products, services and related graphics are provided “as is” without warranty or condition of any kind. The Lucy Rose Clinic and/or its suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, services and related graphics, including all implied warranties or conditions of merchantability, fitness for a particular purpose, title and non-infringement.

10 To the maximum extent permitted by applicable law, in no event shall The Lucy Rose Clinic and/or its suppliers be liable for any direct, indirect, punitive, incidental, special, consequential damages or any damages whatsoever including, without limitation, damages for loss of use, data or profits, arising out of or in any way connected with the use or performance of The Lucy Rose Clinic Web Site, with the delay or inability to use The Lucy Rose Clinic web site or related services, the provision of or failure to provide services, or for any information, software, products, services and related graphics obtained through The Lucy Rose Clinic Web Site, or otherwise arising out of the use of the The Lucy Rose Clinic Web Site, whether based on contract, tort, negligence, strict liability or otherwise, even if The Lucy Rose Clinic or any of its suppliers has been advised of the possibility of damages. Because some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you. If you are dissatisfied with any portion of The Lucy Rose Clinic Web Site, or with any of these terms of use, your sole and exclusive remedy is to discontinue using The Lucy Rose Clinic Web Site.

11 Without limitation to any other terms which are implied into our agreement with you; or by statute in relation to the supply of services which cannot be excluded or limited, we will use all reasonable endeavours to ensure that the services that we provide to you are provided with due care and skill, are fit for the purpose for which they are commonly obtained as is reasonable to expect in the circumstances, will correspond in the nature and quality with the services demonstrated to you.To the extent permitted by law, unless we have breached these obligations we will not be liable for any death, injury, loss, liability, consequential loss or damage that you may incur as a result of the services provided by us to you.

12 These terms are to be read subject to any legislation which prohibits or restricts the exclusion, restriction or modification of any implied warranties, conditions, guarantees or obligations. If such legislation applies, to the extent possible, we limit our liability in respect of any claim to, at our option:

12.1 in the case of goods:

(a) the replacement of the goods or the supply of equivalent goods; and

12.2 in the case of services:

(a) the supply of the services again; or

(b) the payment of the cost of having the services supplied again.

Products and services

13 We will not provide refunds or exchanges for products or supplements if:

13.1 You change your mind after purchase;

13.2 You find the same or similar products or supplements advertised elsewhere for a lower price;

13.3 It is apparent that you have used or stored the products or supplements contrary to any directions or instructions supplied with the products or supplements.

14 Returns of products will only be accepted in the case where a product is shown to be faulty. If you believe a product is faulty, or if you experience an unexpected reaction to using any product or supplement, you must contact us within three (3) days of discovery of any perceived issue with the product or experience of any unexpected reaction to the product and bring the unused portion of the product or supplement back to the clinic where the product or supplement was purchased.

15 All screening and testing services are provided by a third party and accordingly are not transferable or refundable.

16 All telephone calls to The Lucy Rose Clinic are recorded for training and quality assurance purposes.

17 We offer a 100% money back guarantee on clinic services. If you are unsatisfied with the service you receive in the Lucy Rose Clinic, you must contact us within seven (7) days your first initial consultation in order to claim a refund on the services given. A refund will only be given if it is claimed within the time stipulated in this clause, and applies to services only, and not for products or supplements purchased at the Clinic.

Bookings, rescheduling and cancellation

Confirmed Bookings

18 In order for us to confirm an appointment in one of our clinics, we will need to take current, valid credit card details from you.


19 We have a mutually considerate relationship with our patients and are respectful your time. Occasionally, unforeseen events arise and we need to cancel your appointment.  If for any reason a practitioner is unable to make your appointment due to circumstances beyond our control, we will offer you a consultation with one of our other practitioners within an hour of your scheduled time. If we are unable to offer this, we will provide that consultation at a rescheduled time for FREE. This does not apply if you choose to wait and book to see your original practitioner. 

We are a busy clinic and will always try to ensure your appointment is with your regular practitioner but if this is not possible it will be with one of our other fully trained naturopaths. They will have full access to all of your information and so there will always be comprehensive continuity of your care to the same high standards as always.

20 Like all health services we endeavour to keep to time, however we sometimes have appointments that run over time due to complexities of patient cases outside our control. Where this is the case we will attempt to contact you and advise you of the delay.  

Rescheduling appointments and cancellation

21 Similarly, we have a 48-hour patient cancellation policy. This enables us to offer your appointment to another patient on the waitlist in the event that you cancel or reschedule. If you need to cancel or reschedule your appointment, you must notify us by telephoning 1300 THYROID (1300 849 764)or emailing no later than 48 hours prior to your appointment start time, or you will be charged the full cost of your consultation using the credit card details supplied when your appointment was made.

In order to telephone us if you need to reschedule your appointment, our telephone lines are open 9-5pm Monday to Friday, and 10 – 4 on Saturday. Should you need to notify us outside of those hours, we also have an after-hours answering service.


22 Payments for all services must be made at the time of the appointment. 

23 Payments for goods and services can be made with cash, Visa or Mastercard at any of our Clinics. Unfortunately, we cannot accept payment by cheque or direct debit.

Credit Policy

24 We recognize that sometimes clients prefer to spread out the payments for our memberships and packages over time, which is why we offer credit options. However, it’s important that payment plans are adhered to and paid on schedule. We understand that circumstances related to payment methods or credit card details can change, and we appreciate your efforts to keep your information up to date.

25 In the event of a missed payment, we will make multiple attempts to process the payment using the card on file. If payment collection is unsuccessful, we will promptly contact you to resolve the issue. If the outstanding payment is not settled within 48 hours of default, the full amount owed for the package or membership will become due for immediate payment. Should we encounter difficulties in reaching a resolution with you, we may need to engage our debt collection agency to address the outstanding debt. 

26 Our debt collection policy outlines the procedures and steps we take to address outstanding payments from our clients. It is essential for maintaining the financial stability of our business while also ensuring fairness and transparency in our dealings with clients. Below is an overview of our debt collection policy:

  • Credit Options: We offer credit options to clients who prefer to spread out payments for memberships and packages over time.
  • Payment Plans: Clients are required to adhere to payment plans and ensure payments are made on time.
  • Payment Updates: We appreciate clients keeping their payment information, including credit card details, current to facilitate timely payments.
  • Payment Collection Attempts: In the event of a missed payment, we will make multiple attempts to process the payment using the card on file.
  • Communication: We will promptly contact clients to resolve any payment issues and provide opportunities to address outstanding balances.
  • Default Procedures: If payment collection is unsuccessful and a client defaults on their payment plan, the full amount owed for the package or membership becomes due for immediate payment.
  • Debt Collection Agency: If we are unable to reach a resolution with the client or if payment remains outstanding, we may engage our debt collection agency to pursue the outstanding debt.
  • Resolution: Our primary objective is to work collaboratively with clients to find mutually satisfactory solutions to any payment issues that may arise.

Copyright and Trademark Notices

27 This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than with our express written consent.

28 Unauthorised use of this website may give rise to a claim for damages and the Lucy Rose Clinic reserves all of its rights.

29 All contents of this website ( are © 2013 The Lucy Rose Clinic and/or its suppliers.

30 Any notice to us must be given in writing and sent by post, or email, or given in person at reception at our lab. Full contact details are available at on our website or at the lab reception and at only notices given to us in these ways shall be considered valid notice.

31 You must keep us up to date with your contact details by notifying us in writing if your contact details change. In the event that we do not receive written notice from you and your contact details change, notice given by us tothe email or other address we have on our records for you will constitute valid notice to you under these Terms.

32 If we fail to or delay to enforce any of our rights at any time, for any period and for whatever reason, this will not operate as a waiver of those rights, now or in the future.

33 If we fail to notice or act if you breach any of these terms, this shall not mean that we have consented to any breach.

34 If a Court decides that any of these terms are not valid or cannot be enforced, that term will not apply but this will not affect the rest of these terms and the remainder of the terms will still apply.