Welcome to KetoGeneration's Policy pages. When you use KetoGeneration's services, you trust us with your information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988. The APPs govern the way in which we collect, use, disclose, store, secure and dispose of your personal information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au.
Our site collects data to operate effectively and provide you the best experiences with our services. You provide some of this data directly, such as when you create a personal account. We get some of it by recording how you interact with our services by, for example, using technologies like cookies, and receiving error reports or usage data from software running on your device. The data we collect depends on the services and features you use. You will also likely inform us of your clinical history in engaging our services.
Our customers have the right to access, correct and delete personal data relating to them, and to object to the processing of such data, by addressing a written request, at any time. The Company makes every effort to put in place suitable precautions to safeguard the security and privacy of personal data, and to prevent it from being altered, corrupted, destroyed or accessed by unauthorized third parties. However, the Company does not control each and every risk related to the use of the Internet, and therefore warns the Site users of the potential risks involved in the functioning and use of the Internet. The Site may include links to other web sites or other internet sources. As the Company cannot control these web sites and external sources, the Company cannot be held responsible for the provision or display of these web sites and external sources, and may not be held liable for the content, advertising, products, services or any other material available on or from these web sites or external sources.
Our web site uses the data we collect for three basic purposes: to operate our business and provide (including improving and personalizing) the services we offer, to send communications, including promotional communications, and to display advertising. In carrying out these purposes, we combine data we collect through the various web site services you use to give you a more seamless, consistent and personalized experience. However, to enhance privacy, we have built in technological and procedural safeguards designed to prevent certain data combinations. For example, we store data we collect from you when you are unauthenticated (not signed in) separately from any account information that directly identifies you, such as your name, email address or phone number.
We share your personal data with your consent or as necessary to complete any transaction or provide any service you have requested or authorized. For example, we share your content with third parties when you tell us to do so. When you provide payment data to make a purchase, we will share payment data with banks and other entities that process payment transactions or provide other financial services, and for fraud prevention and credit risk reduction. In addition, we share personal data among our controlled affiliates and subsidiaries. We also share personal data with vendors or agents working on our behalf for the purposes described in this statement. For example, companies we've hired to provide customer service support or assist in protecting and securing our systems and services may need access to personal data in order to provide those functions. In such cases, these companies must abide by our data privacy and security requirements and are not allowed to use personal data they receive from us for any other purpose. We may also disclose personal data as part of a corporate transaction such as a merger or sale of assets.
If you have any queries or complaints about our Privacy Policy please contact us in writing at:
KetoGeneration
ABN: 77 807 287 033
If you don't do all steps that your Nutritional Therapist prescribes, you will not be entitled to a refund. Describe this much more...
To streamline our payment process and ensure a seamless experience for our clients, we have implemented an auto-payment system that initiates 10 minutes into each session. This policy is designed to facilitate efficient transactions and minimize disruptions during your consultation.
Here's how our auto-payment process works:
Timing: Auto-payments will be processed 10 minutes into your scheduled session. This allows for a brief period at the beginning of your appointment to address any administrative tasks before focusing entirely on your wellness session.
Payment Method: Your payment method, securely stored with our Practice Management platform partner, Halaxy, will be automatically charged at the commencement of your session.
Convenience: This automated payment process eliminates the need for manual payment transactions during your session, ensuring a hassle-free experience for both you and our therapists.
Transparency: We believe in transparent billing practices, and you will receive a receipt confirming the payment following the auto-payment transaction.
Flexibility: If you have any concerns or special requests regarding the auto-payment process, please feel free to discuss them with your therapist or contact our administrative team. We are committed to accommodating your needs to the best of our ability.
Industry Standard Payment Policy: Our auto-payment policy is aligned with industry standards for service-based businesses. By implementing this policy, we aim to ensure timely and secure payment processing, enhance client experience, and streamline administrative procedures. We continually review and update our payment policies to align with industry best practices and regulatory requirements.
Reschedule Pricing: Reschedule requests must be made by email. Rescheduled bookings will be charged at the current price, as price rises occur yearly, at the time of rebooking. This ensures fairness and consistency in our pricing structure.
We appreciate your understanding and cooperation with our auto-payment policy, which is designed to provide you with a convenient and efficient experience while maintaining the highest standards of professionalism.
If you have any questions or require further clarification, please do not hesitate to reach out to us. Thank you for choosing KetoGeneration for your wellness journey.
At KetoGeneration, we value your commitment to your health journey and the time of our therapists. To ensure the smooth operation of our services and to provide equal opportunity for all clients, we have established the following cancellation policy:
Cancellations made with less than 24 hours notice: In the event that you need to cancel or reschedule your appointment with less than 24 hours notice, a 50% cancellation fee may be applied. This fee will be assessed on a case-by-case basis, at the discretion of your therapist. We understand that unforeseen circumstances can arise, and exceptions may be made for emergencies or genuine attempts to notify us within a reasonable timeframe.
Therapist's Discretion: The decision to apply the cancellation fee rests with KetoGeneration's discretion and will be made on a case-by-case basis. Factors such as prior notice, emergency situations, and the overall impact on scheduling will be taken into consideration.
Genuine Attempt: Clients are expected to make a genuine attempt to provide at least 12 hours notice in the event of a cancellation or rescheduling. Failure to do so without a confirmed emergency reason may result in the application of the cancellation fee.
Industry Standard: Our cancellation policy is aligned with industry standards to ensure fairness and accountability for all parties involved. We aim to maintain a balanced approach that respects both the needs of our clients and the operational requirements of our business.
Please note that adhering to this policy helps us maintain the quality of our services and ensures that appointments are available to those who need them. We appreciate your understanding and cooperation in this matter.
If you have any questions or concerns regarding our cancellation policy, please feel free to discuss them with your therapist or contact our administrative team. Thank you for choosing KetoGeneration for your wellness journey.
At KetoGeneration, we strive to provide convenient and secure online consultations for your personalized nutrition and therapy needs. Please review the following policy regarding our online consults:
Technology and Privacy
Virtual Platform: We utilise third-party virtual meeting platforms such as Google Meet for online consultations. These platforms offer secure and encrypted communication to ensure the privacy and confidentiality of your sessions.
Data Security: While we prioritize the security of your information, it's important to note that data transmission over the internet cannot be guaranteed to be 100% secure. By participating in online consults, you acknowledge and accept the inherent risks associated with online communication.
Privacy Policy: Our privacy policy outlines how we handle and protect your personal information. While we take measures to safeguard your privacy, we encourage you to review the privacy policies of the third-party platforms we use for online consultations.
Booking and Scheduling
Appointment Booking: Clients can book online consults through our website or by contacting our office directly.
Scheduling: Appointments are scheduled based on availability. Clients are encouraged to book in advance to secure their preferred time slots.
Payment and Fees
Payment Impression: A payment impression will be taken at the time of booking to secure the appointment.
Payment Process: Payments for online consults will be processed 20 minutes into each session. This ensures that the session has commenced, and you have had the opportunity to confirm the quality of service provided.
Telephone Consults Policy
At KetoGeneration, we aim to offer convenient and confidential telephone consultations to support your personalised nutritional therapy needs. Please review the following policy regarding our telephone consults:
Technology and Privacy
Telephone Services: We utilise reputable telecommunications companies to conduct telephone consultations. These companies adhere to industry standards for privacy and security to safeguard the confidentiality of your sessions.
Data Security: While we prioritise the security of your information, please be aware that telephone communication inherently carries some level of risk. By participating in telephone consults, you acknowledge and accept these risks.
Privacy Policy: Our privacy policy outlines how we handle and protect your personal information. While we take measures to ensure your privacy, we encourage you to review the privacy policies of the telecommunications companies we use for telephone consultations.
2. Booking and Scheduling
Appointment Booking: Clients can schedule telephone consults by contacting our office directly or through our website.
Scheduling: Appointments are scheduled based on availability. Clients are encouraged to book in advance to secure their preferred time slots.
3. Payment and Fees
Payment Impression: A payment impression may be taken at the time of booking to secure the appointment.
Payment Process: Payments for telephone consults will be processed 20 minutes into each session. This ensures that the session has commenced, and you have had the opportunity to confirm the quality of service provided.
At KetoGeneration, we understand that delivering our services may sometimes necessitate travel. To ensure transparency and clarity, all travel requirements will be communicated prior to your first appointment.
Travel time will be meticulously calculated using Google Maps, taking into account the projected travel duration for the specific time of day your appointment is scheduled. If you opt for an in-home session at a specific time, the projected travel time during both peak and off-peak hours will be considered.
To maintain fairness and prevent excessive travel charges, we apply a systematic approach. A deduction of 15% will be made from both peak and off-peak hour travel time calculations, establishing a standard peak travel time for future appointments.
This policy ensures that travel arrangements are accurately calculated, transparent, and fair for all parties involved. Should you have any queries or require further clarification, please do not hesitate to reach out to our team. We are committed to providing exceptional service while prioritising your convenience and satisfaction.
At KetoGeneration, we value clear and consistent communication with our clients to support their journey towards optimal health and wellbeing. Our app-based communication platforms, ATE and Tranersize, serve as essential tools for facilitating guidance, feedback, and motivation between sessions. To ensure a fruitful therapeutic experience, we have established the following communication guidelines:
For Standard Guidance:
One-way App Guidance:
Therapists will provide guidance and feedback through the app at their discretion.
Clients can expect a minimum of two comments or feedbacks between sessions.
All communication will be motivational and/or directional in nature, aimed at supporting clients' progress.
General Guidelines:
Timely Responses:
We strive to respond to client inquiries and messages promptly within our operating hours.
Urgent matters will be addressed with priority, while non-urgent queries may take longer to receive a response.
Respectful Communication:
We maintain a professional and respectful tone in all our interactions.
Clients are expected to reciprocate this attitude in their communication with our therapists.
Privacy and Confidentiality:
All communication within the app is confidential and protected under our privacy policy.
Clients can trust that their personal information and discussions will remain secure and private.
Feedback and Adjustments:
We welcome feedback from clients regarding their communication preferences and overall experience with the app.
Adjustments to communication frequency or style can be made upon mutual agreement between the client and therapist.
By adhering to these communication guidelines, we aim to foster a supportive and empowering environment for our clients as they embark on their wellness journey with KetoGeneration.
If you have any questions or require further clarification regarding our communication policy, please don't hesitate to reach out to us.
At KetoGeneration, we value clear and consistent communication with our clients to support their journey towards optimal health and wellbeing. Our app-based communication platforms, ATE and Tranersize, serve as essential tools for facilitating guidance, feedback, and motivation between sessions. To ensure a fruitful therapeutic experience, we have established the following communication guidelines:
For Premium NEW.N.E.S.S Protocol Package:
Two-way App Communication:
Therapists will engage in two-way communication through the app at their discretion.
Clients enrolled in the premium package can expect a minimum of three interactions per week.
In addition to receiving guidance, clients are encouraged to ask questions through the app.
Therapists will incorporate client questions into their interactions at least three times per week, ensuring comprehensive support and clarity.
General Guidelines:
Timely Responses:
We strive to respond to client inquiries and messages promptly within our operating hours.
Urgent matters will be addressed with priority, while non-urgent queries may take longer to receive a response.
Respectful Communication:
We maintain a professional and respectful tone in all our interactions.
Clients are expected to reciprocate this attitude in their communication with our therapists.
Privacy and Confidentiality:
All communication within the app is confidential and protected under our privacy policy.
Clients can trust that their personal information and discussions will remain secure and private.
Feedback and Adjustments:
We welcome feedback from clients regarding their communication preferences and overall experience with the app.
Adjustments to communication frequency or style can be made upon mutual agreement between the client and therapist.
By adhering to these communication guidelines, we aim to foster a supportive and empowering environment for our clients as they embark on their wellness journey with KetoGeneration.
If you have any questions or require further clarification regarding our communication policy, please don't hesitate to reach out to us.
Ask for package purchase agrrements via info@ketogeneration.com
At KetoGeneration, we value transparency and fairness in our client relationships. Please review the following policy regarding the utilisation, expiration, and potential refunds for our package deals:
Utilisation and Expiration: All package deals purchased from KetoGeneration must be utilised in full by the expiration date explicitly stated on the package information at the time of purchase. It is the responsibility of the client to schedule and attend sessions within this timeframe to fully benefit from the services included in the package.
Please note that the duration of a month for package expiration purposes will be considered as 31 days, regardless of the actual month in which the package was purchased. This standardisation ensures consistency and clarity for our clients regarding the expiration timeline of their package deals.
Refunds: If a client requests a refund for an unused portion of a package deal, the following process will be followed:
The total purchase price of the package will be recalculated based on the individual session rate for the services included.
The total value of sessions utilised at their individual rates will be subtracted from the recalculated total package price.
An administrative fee of $11 will be deducted from the refund amount.
Any processing fees charged to KetoGeneration by our payment partners will also be deducted from the refund amount.
If there is a remaining balance after deducting the value of utilised sessions, administrative fees, and processing fees, this balance will be refunded to the client.
Refunds will be issued using the original payment method, and processing times may vary.
Please be aware that refund requests are subject to the terms and conditions outlined in the package purchase agreement and are granted at the discretion of KetoGeneration.
We appreciate your understanding and cooperation in adhering to these policies. Should you have any questions or require further clarification, please do not hesitate to contact our team. Thank you for choosing KetoGeneration for your health and wellness needs.
Future Discount/Voucher Policy
At KetoGeneration, we appreciate our clients' loyalty and support. To show our gratitude, we offer discounts and vouchers for future purchases. Please review the following policy regarding the redemption and transferability of vouchers:
Package Specific Redemption:
All vouchers issued by KetoGeneration can only be applied to the specific package suggested at the time of receipt.
Clients are encouraged to select their desired package carefully when redeeming their voucher to ensure it aligns with their needs and preferences.
Single Redemption:
Each voucher is valid for a single redemption and cannot be split or used across multiple packages.
Clients are advised to utilize the full value of their voucher upon redemption, as any remaining balance cannot be carried forward or refunded.
Expiration Date:
Vouchers issued by KetoGeneration may have an expiration date, after which they will no longer be valid for redemption.
Clients are responsible for adhering to the expiration date specified on their voucher and utilizing it within the designated timeframe.
Transferability with Agreement:
In certain circumstances, vouchers may be transferable upon agreement with KetoGeneration.
Clients interested in transferring their vouchers must contact our customer support team to discuss the terms and conditions of transferability.
Transferability requests will be assessed on a case-by-case basis, and approval is subject to the discretion of KetoGeneration.
Non-Transferable by Default:
By default, vouchers are non-transferable and can only be used by the client to whom they were issued.
Clients understand that vouchers are intended solely for the purpose of discounting the cost of eligible packages offered by KetoGeneration.
No Cash Value:
Vouchers hold no cash value and cannot be exchanged for cash or monetary compensation.
Clients understand that vouchers are intended solely for the purpose of discounting the cost of eligible packages offered by KetoGeneration.
Redemption Procedure:
To redeem a voucher, clients must present the original voucher code or provide sufficient information for verification purposes.
Vouchers can be redeemed either online through our website or by contacting our customer support team directly.
Policy Modifications:
KetoGeneration reserves the right to modify or update this voucher policy at any time without prior notice.
Clients will be notified of any changes to the voucher policy through our website or via email.
By adhering to these guidelines, clients can enjoy the benefits of our voucher program while maximizing their value on their preferred packages at KetoGeneration.
If you have any questions or require assistance regarding the redemption of vouchers or transferability requests, please don't hesitate to contact our customer support team for further assistance.
ketoGeneration Complaints Process
We at ketoGeneration are committed to providing you with the best possible service. However, we understand that there may be times when you are not satisfied with your experience. We encourage you to bring any concerns you have to our attention so we can address them promptly and effectively.
Stage 1: Contacting Your Practitioner
The first step in our complaints process is to discuss your concerns directly with the ketoGeneration practitioner you've been working with. They are best placed to understand your situation and work towards a resolution.
You can contact your practitioner via their preferred method of communication, such as email, phone call, or during your next appointment.
Stage 2: Client Experience Coordinator
If you are not satisfied with the response you receive from your practitioner, or if you feel uncomfortable discussing the issue directly with them, you can escalate your complaint to our Client Experience Coordinator.
The Client Experience Coordinator is a dedicated professional who will handle your complaint confidentially and objectively.
You can contact the Client Experience Coordinator by:
Email: clientexperience@ketogeneration.com
Phone: Due to the high volume of inquiries, we are currently unable to offer phone support for complaints. However, a Client Experience Coordinator will be happy to assist you via email. In some cases, they may reach out to schedule a follow-up phone call if necessary.
What to Include in Your Complaint
When submitting your complaint, please provide the following information:
Your full name and contact details
The name of your ketoGeneration practitioner (if applicable)
A clear description of your complaint, including dates and any relevant details
What you would like as a resolution
Confidentiality and Response Timeframes
All complaints will be treated confidentially.
You can expect a response from the Client Experience Coordinator within 5 business days of submitting your complaint.
The Client Experience Coordinator will investigate your complaint and may contact you for further information.
We will endeavor to resolve your complaint within a reasonable timeframe.
External Dispute Resolution
If you are not satisfied with the outcome of the internal complaints process, you have the right to lodge a complaint with an external dispute resolution scheme.
We recommend contacting the Australian Health Practitioner Regulation Agency (AHPRA) for further information on their complaints process https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx.
We appreciate your feedback and will use it to improve our services.
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