SORA SOL FAQ
About our care
What kind of practitioners are you?
We’re a homeopathy and naturopathy practice, led by principal practitioner Olivia McFadyen. These are complementary health modalities designed to support your wellbeing alongside, not instead of, conventional medical care.
Do you replace my GP or specialist?
No. Our care complements the care of your GP and other treating professionals. We encourage you to keep those relationships going and to talk to your doctor before stopping or changing any prescribed medication.
Will you diagnose me or change my medications?
No. As complementary practitioners we don’t diagnose medical conditions, and we don’t prescribe or adjust pharmaceutical medications. If your needs fall outside what we can safely help with, we’ll say so and suggest an appropriate professional.
Can you guarantee results?
We provide our services with due care and skill, but we can’t guarantee a particular outcome or cure. Everyone responds differently to complementary care, and something that helps one person may not help another.
What should I do in an emergency?
Our services aren’t an emergency service. If you’re experiencing a medical emergency, such as chest pain, difficulty breathing, severe bleeding, or thoughts of harming yourself, call 000 or go to your nearest emergency department immediately.
What is homeoprophylaxis (HP)?
Where HP is discussed as part of your care, it’s important to know it isn’t a vaccination or immunisation and isn’t recognised by health authorities as a way to prevent infectious disease. We make no claim that it prevents or treats any disease. Decisions about immunisation are between you and your doctor.
Appointments & telehealth
How are consultations delivered?
Consultations are by video or telephone, using Practice Better’s secure video platform (with Zoom as a backup, or phone if needed). We generally recommend video for all consultations, as it gives us more to work with than phone alone.
What if I live overseas?
Sora Sol consultations are available to clients worldwide, with one exception. Due to the requirements of our professional indemnity insurance, we are currently unable to provide consultations to clients located in the United States or Canada.
What do I need for a telehealth appointment?
A suitable device, a stable internet or phone connection, and a private, quiet space where you won’t be overheard. You’ll receive a link or call at your scheduled time.
Are online appointments as good as in person?
Much of homeopathy relies on a detailed conversation about your history and symptoms, which works well online. That said, telehealth has limits – we can’t physically examine you, connections can drop out, and some things may be missed. If we think an in-person check or referral is needed, we’ll tell you.
What happens if the technology fails?
If the problem is at our end, we’ll try to reconnect or continue by phone, and if we can’t, we’ll reschedule at no extra cost. If we can’t reach you because of an issue at your end after reasonable attempts, it’s treated as a missed appointment.
Can I have a support person with me? Can children attend?
Yes, just let us know at the start who else is present. Where the patient is under 18 (or otherwise needs a representative to consent), a parent or guardian must consent and, as a general rule, be present for the whole consultation.
Can I have a consultation while I’m overseas?
Our services are provided on the basis that you’re in Australia at the time of your appointment. If you’ll be overseas, tell us in advance as we may still be able to help at our discretion, but we can’t guarantee our services meet the laws of the country you’re in.
Fees, payments & rebates
How much are consultations and when do I pay?
Current fees are shown on our booking page, and payment is made at the time of booking through Practice Better (backed by Stripe). Any remedies, supplements or products are charged in addition, and we’ll let you know postage costs before we send anything.
Can I claim on private health insurance or Medicare?
Our services aren’t covered by Medicare and homeopathy does not attract private health-fund rebates.
Do you offer payment plans?
Where available, yes. If you use a payment plan, each instalment needs to be paid before the consultation it relates to.
Cancellations & rescheduling
What’s your cancellation policy?
Please give us as much notice as you can. If you cancel or reschedule within 24 hours of your appointment, or don’t attend, the full fee applies and isn’t refundable. Missed appointments cannot be rescheduled.
What if I’m not contactable at my appointment time?
For telehealth, if you’re not reachable at the scheduled time and we’ve made reasonable attempts to reach you, it’s treated as a non-attendance and the full fee applies.
What if something urgent comes up?
We understand emergencies happen. Please get in touch as soon as you can. We may waive the cancellation fee at our discretion in genuine emergencies or exceptional circumstances.
Remedies, supplements & products
Are remedies and supplements safe?
Although they’re natural, nutritional supplements, herbal medicines and homeopathic remedies can still have side effects or contraindications – usually mild and short-lived, but occasionally uncomfortable. Please tell us about any allergies, sensitivities or other medications, and let us know if you notice a reaction.
How should I take what you dispense?
Always use products strictly as directed and store them as advised. Check with us, your pharmacist or your doctor about any interactions, especially if you’re pregnant, breastfeeding, taking other medications, or the product is for a child. If you have an adverse reaction, stop using it and contact us, and seek medical advice if needed.
Orders, shipping & returns
Where do you ship, and how much is it?
We currently ship within Australia only. Standard shipping is $20.
How long will my order take?
Many products are made to order, so we’ll let you know dispatch timing. Orders are typically fulfilled within 3-7 business days from your consultation. Once it’s sent, delivery is handled by Australia Post, and times are a guide only. Some practitioner-supplied products (like some first-aid kits) may need a short step first, such as watching a safety video.
Can I return a remedy if I change my mind?
For health, safety and hygiene reasons we generally can’t accept change-of-mind returns on remedies, supplements and custom-dispensed products once they’ve been sent. This doesn’t affect your rights under the Australian Consumer Law.
What about digital products?
Because eBooks, recordings and online courses are available to you straight away, we don’t offer change-of-mind refunds once you’ve accessed them. If a digital product is faulty or not as described, your Consumer Law rights still apply, please contact us.
My order arrived damaged, faulty or incorrect – what do I do?
Contact us with your order details and, where relevant, a photo. Depending on the issue and your Consumer Law rights, we’ll arrange a repair, replacement, resupply or refund, and we’ll cover reasonable return costs where the item is confirmed faulty, damaged, incorrect or misdescribed.
I’ve had a reaction to a product – what should I do?
Stop using it, keep the product and packaging, and seek medical advice if you need it. Then contact us so we can help and record what happened.
Your privacy & records
How do you protect my information?
We handle your personal and health information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We collect only what we need, store it securely with reputable platforms and access controls, and restrict access to authorised people. We never sell your information.
Is my data stored overseas?
Some is. Our practice management system, Practice Better, stores data on servers in the United States, and some other providers may process data outside Australia. Some providers store data in Australia. We take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles.
How long do you keep my records?
We keep health records for at least seven years from your last visit. Where you were under 18 at the time of treatment, we keep records until you turn 25. After that, we securely destroy or de-identify them.
Can I see or correct my information?
Yes. You can ask to access the information we hold about you and to correct anything that’s inaccurate or out of date. Contact us and we’ll respond within a reasonable time (we may need to verify your identity first).
Who do you share my information with?
We don’t sell your information. We share it only where needed – with our service providers (such as Practice Better and Stripe), with other health practitioners where you consent or it’s necessary for your care, and with regulators or authorities where the law requires. Our full Privacy Policy lists the providers we use.
What if I have a privacy concern?
Please contact us first so we can try to resolve it. If you’re not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.
Website & cookies
Is the information on your website medical advice?
No, it’s general information only about Sora Sol and about homeopathy and wellness and shouldn’t be relied on as a substitute for advice from your GP or a qualified health professional. Care begins only once you book and attend a consultation.
Does your website use cookies?
Yes. We use cookies to help the site work, remember your preferences and understand how the site is used so we can improve it. You can manage or block cookies through your browser. Some cookies are set by third parties such as Squarespace and Stripe under their own policies.
Can I send you health information through the website?
Please don’t send sensitive health information through web forms or email, as these aren’t always secure. Use our secure booking and intake platform for anything clinical.