These Terms and Conditions form a client agreement between you the client (hereby referred as you, your) and Eastern Ranges Lactation Services, ABN 42653121228 (also referred to as Tracey Davey , Tracey, the Lactation Consultant, we).
These Terms and Conditions , will be emailed to you prior to accepting a booking and my fee schedule is as per my website displayed on my fees and services page. You must read the Fee Schedule along with these terms and conditions before making a booking.
In making a booking with Eastern Ranges Lactation Services, you are accepting these Terms and Conditions and Fee Schedule.
Description of service
These Terms and Conditions relate to services provided by Eastern Ranges Lactation which include; pre and post natal breastfeeding, chest feeding and lactation support and management via in person consultations, telehealth, courses, education programs and written and video media (Services).
All clients with bookings will receive an appointment reminder 48 hours before their appointment time, which must be confirmed via completion of their COVID-19 screening, and for Initial Consultations, via acceptance of the Consent to Treatment form delivered via email or SMS.
In cases where confirmation has not been received, Eastern Ranges Lactation will reasonably endeavour to contact you to confirm your appointment and obtain pre-appointment documentation.
By booking your appointment you are accepting Eastern Ranges Lactation Services cancellation and ‘no show’ policy and Fee Schedule as outlined in these Terms and Conditions.
Fee schedule and Payment
Please read the information about fees and charges the in fees and services area in my website prior to booking confirmation.
You accept the Fee Schedule as it pertains to the relevant packages and Services you have booked.
Payment is expected on or before the day of your appointment and all bookings incur a late cancellation fee.
Payment for services can be made via cash or bank transfer, banking details are provided on invoice emailed prior to the consultation.
Any additional time above what is described in the package inclusions will attract an extra $50 per 30mins home consultation time. Any extension of time that attracts this charge will be discussed with you and accepted before proceeding with the extended visit time.
Travel Charges – All in home consultations booked that require travel in excess of a 1 hour round trip travel time attract an additional travel fee of $30. All in home consultations that require travel in excess of a 2 hour round trip attract a $50 additional travel fee. Distance is determined by radius from, Cockatoo Victoria 3781 , my business start point. All travel that falls within a 1 hour round trip from my start point is included in the package service fees & no additional travel fees are charged.
Cancellation policy (cancellation/late cancellation and ‘no show’)
24 hours notice is required to cancel or reschedule your appointment and will not incur a cancellation fee.
If you cancel your booking within less than 24 hours , a $100 late cancellation fee will apply.
Repeated late cancellations will require a full payment to be received before attending a rescheduled appointment.
New appointment times are subject to availability.
If your appointment is cancelled by Eastern Ranges Lactation Services within 24 hours of your appointment time, no financial penalty will be incurred by you.
If in the event your appointment is cancelled by Eastern Ranges Lactation Services and full payment has been received, 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 Eastern Ranges Lactation Services 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 Eastern Ranges 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)
Eastern Ranges Lactation Services business hours are 9am – 5pm Monday to Friday unless otherwise specified. Correspondence, phone calls and support outside of these hours are at the discretion of the Lactation Consultant. My mission is to respond to messages 8am-8pm 7 days per week and asap. This is not guaranteed and dependent on my other commitments . I will ensure your message is responded to within 24hours.
All packages outlined in the Fee Schedule include one week of ongoing SMS 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
Eastern Ranges Lactation Services are committed to their clients and their customer satisfaction. If, in the event your are unhappy with the Services provided by Eastern Ranges Lactation Services we encourage you to contact us at Traceydavey@easternrangeslactation.com 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 Eastern Ranges Lactation Services 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.
You agree to indemnify, defend and hold harmless Eastern Ranges Lactation Services or Tracey Davey 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 Eastern Ranges Lactation Services.
Your Privacy is extremely important. Eastern Ranges Lactation Services is committed to respecting your privacy and upholding the security of your personal information, so you can feel confident when interacting with our services.
Eastern Ranges Lactation services is committed to providing you with the best possible customer service experience while protecting your personal and health data. Eastern Ranges Lactation Services is bound by the Privacy Act 1988, which sets out a number of principles concerning the privacy of individuals.
Collection of your personal information
We collect personal information you provide to us directly, for example, in person during a lactation consultation, over the phone, by email, or through our website.
If you choose to make a booking with Eastern Ranges Lactation Services, or pay for services, via our website, we use third parties to collect personally identifiable personal, financial and health data in accordance with Australian Law (Privacy Act 1988, and collection of personal and health data in Victoria. On occasion these third party providers use cloud storage of your personal, financial and health data which may be stored in Australia or offshore.
Eastern Ranges Lactation Services will protect the privacy of your personal health information as required by the Code of Professional Conduct of the International Board of Lactation Consultant Examiners, the Privacy Act 1988 (Cth) and additional privacy laws pertaining to health information relevant to my State of Victoria.
Use of personal information
We use personal information and health information you provide us to make clinical assessments and develop a management and lactation plan for you and your child. Where necessary, such as in correspondence with your GP or other health professional, your health information may also be used for ongoing management and care (Purpose).
Other than for the Purpose for which you have provided us with your personal information and health information; we may also use it for other related purposes or as permitted or required by law. Such relating purposes include: issuing receipts, responding to your comments or questions, providing you with marketing material such as our newsletter (if you opt-in to receive such information)
Disclosure of personal information
We may share any personal information you have provided us during our evaluation and/or management of you and/or your child to your other health care providers, as deemed reasonably necessary for your ongoing care and as outlined in your signed consent form.
Any personal information you provide us may also be disclosed, if appropriate, to third parties who provide services on our behalf, such as but not limited to handling customer support enquiries, outsourcing administrative tasks and providing booking and patient management platforms. Those companies will be permitted to obtain only the personal information they need to deliver the service they have been hired to perform on our behalf.
Our suppliers are required by us to comply with the Australian Privacy Principles. We have confidentiality agreements in place with many of our service providers and external agencies who handle personal information that we provide to them. Eastern Ranges Lactation Services will only disclose your personal information for the purposes for which it was initially collected, other than directly-related purposes or purposes to which you have otherwise consented.
Other than as stated above, Eastern Ranges Lactation Services will not share your personal information. We will never share your personal, health or financial information with any third parties without your consent, or unless required by law.
We are committed to protecting your data. We take commercially-reasonable steps to ensure your personal information is protected from misuse, loss, interference and unauthorised access, modification or disclosure. For example, whenever we ask for your financial details online, we use security-encrypted response forms and your information is held in secure servers. However, data protection and security measures are never completely secure and, despite the measures we have put in place, we cannot guarantee the security of your information. You must take care to protect your personal information (for example, by protecting any usernames and passwords) and you should notify us as soon as possible of any security breaches. If you do not wish to pay your deposit online, please contact us to arrange for an alternative payment method.
Additional Information for website or email use
Accessing the website
There are many aspects of the website which can be viewed without providing personal information, however, for access to certain features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.
Accuracy, access and correction
Eastern Ranges Lactation Services takes reasonable steps to ensure that the personal information that we collect and hold is accurate, complete and up-to-date. However, we rely on you to advise us of any changes to your personal information to help us maintain accurate, complete and up-to-date information. We will, on request, provide you with access to the personal information we hold about you unless otherwise required or permitted by law. You may be required to put your request in writing for security reasons, and we reserve the right to charge a fee for searching for, and providing access to, your information on a per request basis. We will notify you of the basis for any denial of access to your personal information. We will respond to your request within a reasonable period after the request is made. To request access to your personal information or, if you wish to update or correct your personal information, please contact us via the contact details provided above.