TERMS & CONDITIONS
Website Terms of Use
The terms that apply when you use our website
Welcome to our website. These terms cover your access to and use of www.sorasol.com.au and its pages, including our Sora Sol Homeopathy and Sora Sol Guild brands. By using the site, you’re agreeing to these terms — if you don’t agree, please don’t use the site. We may update them from time to time, and the current version will always be published here.
Information only — not medical advice
The information on this website is provided for general educational and informational purposes about Sora Sol, homeopathy, naturopathy and wellbeing. It is not medical, clinical or other professional advice and should not be relied upon as a substitute for advice from your GP, registered medical practitioner or other appropriately qualified health professional.
Using this website, purchasing a product or contacting Sora Sol does not create a practitioner–patient relationship. A practitioner–patient relationship only begins once you have booked and attended a consultation in accordance with our Patient Terms & Conditions.
Homeopathy and naturopathy are complementary modalities and are not substitutes for conventional medical care. We do not diagnose, treat or cure medical conditions through the information provided on this website, and we cannot guarantee any particular health outcome.
To the extent permitted by law, Sora Sol excludes liability for any loss or damage arising from reliance on the information provided on this website.
If you have a medical concern, are experiencing new or worsening symptoms, or require urgent care, please seek appropriate medical attention.
Emergencies
Our website and services are not intended for emergencies or urgent medical care. If you are experiencing a medical emergency, such as chest pain, difficulty breathing, severe bleeding or thoughts of self-harm, call 000 or go to your nearest emergency department immediately.
If you are outside Australia, contact your local emergency service.
Bookings, payments and other terms
Any bookings, consultations, payments or messages made through our website or linked platforms, including Practice Better and Stripe, are subject to our Patient Terms & Conditions, Telehealth Consent and Privacy Policy. For participants in the Sora Sol Guild Mentee Program, the Sora Sol Guild Mentee Program Terms also apply.
Where service-specific terms differ from these website terms, the service-specific terms will take priority for that service.
Where we can provide consultations
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.
Acceptable use
Please use the site lawfully. That means not interfering with or disrupting the site or its security, not trying to gain unauthorised access to any system or data, not introducing malicious code, not scraping or harvesting content or personal information, and not using the site to send unlawful, defamatory, infringing or harmful material.
Our content and trade marks
Everything on the site — text, graphics, logos, images, layout, and the Sora Sol, Sora Sol Homeopathy and Sora Sol Guild names and trade marks — belongs to us or is licensed to us, and is protected by law. You’re welcome to view and print content for your own personal, non-commercial use. Please don’t copy, reproduce, republish, distribute, change or reuse our content, names or branding for any other purpose without our written consent.
Enquiries and submissions
If you send us an enquiry or information through the site, please make sure it’s accurate — and please don’t send sensitive health information through web forms or email, which aren’t always secure. Use our secure booking and intake platform for anything clinical. We handle whatever you send us in line with our Privacy Policy.
Third-party links and platforms
Our site may link to, or include, third-party sites and platforms — like our booking, payment and email systems. We offer these for convenience, but we don’t control them and aren’t responsible for their content, products, or privacy and security practices, or for what happens when you use them. Your use of those services is subject to their own terms.
Testimonials and claims
Testimonials and wellness information published on this website reflect individual experiences and are provided for general information only. Individual experiences are not a guarantee of results, and responses to complementary care can vary.
Any testimonials we publish are genuine accounts from the individuals who provided them and have not been provided in exchange for payment or other incentives. Testimonials do not represent a guarantee, endorsement or promise of a particular outcome.
We do not use testimonials to make claims that a product or therapy can cure, prevent or treat a disease or medical condition. Where therapeutic goods are advertised, all claims and testimonials are intended to comply with applicable Australian advertising requirements.
Privacy and cookies
Our Privacy Policy explains how we handle personal information collected through the site, and our Cookie Notice covers cookies. Where we use cookies that aren’t strictly necessary, we’ll ask for your consent first, and you can also manage cookies through your browser settings.
Availability
We do our best to keep the site available, accurate and secure, but we can’t promise it will always be uninterrupted, error-free or complete, and we may change, pause or withdraw part or all of it at any time. This is subject to your rights below.
Liability
Nothing in these terms takes away any consumer guarantee or right you have under the Australian Consumer Law or other laws that can’t be excluded. Beyond those rights, and to the extent the law allows, we’re not liable for any loss or damage arising from your use of, or reliance on, the site or its content, or from any third-party site or platform, and the site and its content are provided on an “as is” and “as available” basis.
Questions
If you have any questions about these terms or about using our website, please get in touch with us — we’re happy to help: hello@sorasol.com.au
Patient Terms & Telehealth Consent
How we work together — please have a read before you book
Before we start working together, we’d like you to know how we work, what you can expect from us, and what we ask of you in return. This page sets out our terms in plain English, along with our telehealth consent for online appointments, so you can read it in your own time before you book. When you book through Practice Better, you’ll be asked to confirm you’ve read and agreed to these terms (and, for online appointments, the telehealth consent).
Part A — Working together
About these terms
These terms cover the homeopathy and naturopathy services we provide to you. By booking or attending a consultation, you’re agreeing to them. If you’re booking for someone else (including a child), you’re confirming you’re allowed to do that and you accept these terms on their behalf. They go hand in hand with our Privacy Policy, and they include our Telehealth Consent (further down), which applies whenever we meet by video or phone. If a specific signed consent or service agreement ever says something different, that document takes precedence.
Our services
We offer homeopathy and naturopathy consultations and related wellness support — by telehealth only. Our principal practitioner is Olivia McFadyen. Homeopathy and naturopathy are complementary health approaches: they’re here to support your wellbeing, not to replace conventional medical care. We provide our services with genuine care and skill, but because everyone responds differently, we can’t promise a particular outcome, result or cure. Before we start any assessment or treatment, we’ll explain what we’re suggesting and why, any risks worth knowing about, and your other options (including doing nothing), and we’ll make space for your questions. Going ahead is your choice — you can ask questions, change your mind, or stop at any time, and if our approach changes in a meaningful way, we’ll check in with you again.
What we can and can’t help with
As complementary practitioners, we don’t diagnose medical conditions, we don’t prescribe or adjust medications, and we don’t provide emergency or acute care. Our support is designed to work alongside your GP and other health professionals, not instead of them — so we encourage you to keep those relationships going and to keep your GP in the loop, especially before stopping or changing any prescribed medication (a decision for you and your prescribing doctor). Homeopathy and naturopathy aren’t registered professions under AHPRA; we follow the National Code of Conduct for health care workers where it applies, and the ATMS Code of Conduct (a copy is available if you’d like one). If we ever feel your needs are outside what we can safely help with, we’ll let you know and point you towards the right professional.
In an emergency
Our services are not an emergency service, and telehealth is not suitable for emergencies or urgent medical care. If you are experiencing a medical emergency, such as chest pain, difficulty breathing, severe bleeding or thoughts of harming yourself, please call 000 or go to your nearest emergency department immediately.
Your part
To help us care for you safely, we ask that you:
share accurate, complete and up-to-date information about your health, symptoms, history, medications and supplements;
tell us if anything changes along the way;
ask us whenever something isn’t clear, and make your own decisions about following what we suggest; and
see your GP or an appropriate medical professional for diagnosis, emergencies, and anything that needs medical treatment.
You’re in charge of your own health decisions and of any products or remedies you choose to use. Because our recommendations are based on what you tell us, we can only stand behind them if the information we’re given is accurate and kept up to date.
Understanding the risks
Complementary care can produce different results for different people, and something that helps one person may not help another. Complementary and natural products are not necessarily risk-free. Supplements, herbal medicines and homeopathic remedies can sometimes cause side effects or other unwanted reactions.
We ask you to use your judgement, tell us about any reaction or concern, and seek appropriate medical or psychological care when needed.
By choosing to proceed with complementary care, you acknowledge that there may be ordinary risks associated with the products or services provided. Nothing in these terms limits your rights under the Australian Consumer Law or excludes our liability for our own negligence or other liability that cannot lawfully be excluded.
Homeoprophylaxis (if it comes up)
If homeoprophylaxis is discussed during your care, it is important to understand that homeoprophylaxis is not vaccination and should not be used as a substitute for medical care.
If you choose to explore homeoprophylaxis, you do so voluntarily and with an understanding of the information provided to you.
Fees and payment
Our current fees are on our booking page, along with our cancellation policy, so you’ll always know the cost before your appointment. Payment is made at the time of booking through Practice Better (backed by Stripe as the payment processor). We offer upfront payment and, where available, payment plans — if you’re on a plan, each instalment is due before the appointment it relates to. Any remedies, supplements or products are charged on top, and we’ll let you know any postage costs before we send anything. We’re a private service: homeopathy doesn’t attract private health-fund rebates. Our services aren’t covered by Medicare. Once you’ve paid, we’ll give you a receipt with everything you need to claim from your fund if you’re eligible.
Cancellations and missed appointments
If you need to cancel or reschedule, please provide as much notice as possible.
If you cancel or reschedule within 24 hours of your appointment, or do not attend your appointment, the full consultation fee is payable and is not refundable.
For online appointments, we allow a 10-minute grace period from your scheduled appointment start time. If you have not joined within this time and we are unable to reach you after making reasonable attempts, your appointment will be treated as a missed appointment.
In exceptional circumstances, including a genuine emergency, we may waive the cancellation or missed appointment fee at our discretion.
Please refer to our Cancellation Policy for full details, including what happens if there is a technical issue on our end. If we experience a technology failure, we will make reasonable attempts to reconnect, continue the consultation by phone where appropriate, or reschedule your appointment at no additional cost.
Remedies, supplements and products
Where remedies are part of your care, we supply and dispense them to you directly, in line with our professional obligations and the relevant therapeutic-goods and consumer laws. Please use anything we provide strictly as directed, store it as advised, and tell us — and check with your pharmacist or doctor — about any allergies, sensitivities or interactions, particularly if you’re pregnant, breastfeeding, taking other medications, or the product is for a child. Products are for your personal use only. If you ever have an adverse reaction, stop using the product, contact us, and seek medical advice if you need it. Your Australian Consumer Law rights always apply, and any product guarantees beyond those are as provided by the manufacturer.
Staying in touch
We may contact you by email, SMS and phone about your appointments and care — including confirmations and reminders through Practice Better. These are about your care, not marketing. Just a heads-up that email and SMS aren’t always completely secure, so please avoid sending sensitive information through unsecured channels, and let us know your preferred way to stay in touch.
Your privacy and records
We look after your personal and health information in line with our Privacy Policy, which forms part of these terms — it explains what we collect, how we store it, and how you can see or correct it. We keep clinical records for as long as the law requires: generally at least seven years from your last visit, and for anyone treated as a child, until they turn 25.
Our responsibility to you
Your rights under the Australian Consumer Law — and any other rights that can’t legally be excluded — always apply, and nothing here changes them. Beyond those rights, and to the extent the law allows, we aren’t responsible for things outside our control, such as your reliance on general wellness information, a decision to use or not use a remedy or recommendation, the actions of a third-party platform, or a choice not to seek or follow medical advice. What we’re always responsible for is providing our own services with due care and skill.
If either of us needs to step back
You may choose to stop your care with us at any time.
We may also decide to end or decline to continue your care where we consider this clinically appropriate, where your needs fall outside the scope of our services or expertise, where we believe another form of care would be more appropriate, or where the practitioner-client relationship has broken down.
Where reasonably possible, we will provide notice and, where appropriate, suggest alternative practitioners or services. In some circumstances, however, we may need to end care immediately.
Changes to these terms
We may update these terms from time to time. The version in place when you book is the one that applies to that booking, and the current version will always be on our website.
Concerns or complaints
If something isn’t sitting right, please tell us first so we can try to put it right. You’re also always free to raise a concern with the ATMS (our professional body), or with the health-complaints body in your state or territory — for example, the Health Care Complaints Commission in NSW, or the Office of the Health Ombudsman in Queensland.
Part B — Telehealth Consent (for online appointments)
This part applies whenever we meet by video or phone, and it records your consent to receiving care by telehealth. It sits alongside the terms above and our Privacy Policy. (Telehealth simply means a consultation by video or phone rather than in person.)
How telehealth works with us
We use Practice Better’s secure, built-in video platform for online consultations. If that’s ever unavailable, we may use Zoom as a backup or continue by phone, and you’ll get a link or call at your appointment time. You’ll need a suitable device, a stable internet or phone connection, and a private, quiet space where you won’t be overheard. Where we can, we recommend that first appointments are by video rather than phone alone, as seeing each other gives us a little more to work with. Telehealth makes care more flexible and accessible — no travel, and you can be seen from home — and because much of what we do relies on a detailed conversation about your history and symptoms, it works really well online.
Identity, privacy and recording
At the start of each appointment we may confirm who you are, where you are, and a contact number, so we can respond appropriately if a concern comes up during the session. The only people in the consultation will be you, your practitioner, and any support person you choose — please let us know at the start if someone else is with you. We attend from a private, quiet space at our end too. We won’t record a consultation unless you’ve agreed beforehand; if a session is recorded with your consent, we handle the recording in line with our Privacy Policy, and you’re welcome to ask for a copy.
Good to know about telehealth
Telehealth has a few limits compared with meeting in person, and it’s worth being aware of them:
No physical examination — we can’t physically examine you or take physical measurements, so our assessment relies on what you tell us and what we can see on video.
Technology — the connection can occasionally drop out or have poor audio or video quality.
Information gaps — some things that might be picked up in person could be missed; if we think a physical check or an in-person appointment would help, we’ll say so and either arrange it or refer you on.
Privacy and security — while we use reputable, secured platforms, no online communication is ever completely secure.
We’ll keep checking, before and during each appointment, that telehealth is still the right fit — and if it isn’t, we’ll suggest an in-person appointment or a referral.
If the technology fails
If a technical issue occurs at our end during your appointment, we will make reasonable attempts to reconnect or continue the consultation by phone. If this is not possible, we will reschedule your appointment at no additional cost.
If the connection is lost due to an issue at your end, we will make reasonable attempts to contact you. If we are unable to reconnect with you within 10 minutes of your scheduled appointment start time, the appointment will be treated as a missed appointment and the full consultation fee will remain payable.
If you choose to end your appointment early, the full consultation fee may still apply. We will confirm any consultation fee and the cost of any prescribed remedies or postage with you before proceeding.
Where you’re located
Consultations with Sora Sol are open to clients anywhere in the world, with one exception: due to our insurance coverage, we're unable to offer consultations to anyone located in the United States or Canada.
We only dispense and ship homeopathic remedies within Australia. If you're located outside Australia, we're glad to still see you for a consultation — where appropriate, we can recommend a remedy for you to source through a local homeopathic pharmacy or practitioner in your own country, rather than shipping to you directly.
It's your responsibility to confirm that receiving a consultation from an Australian-based practitioner is permitted under the laws of the country you're in. Please also note that any dispute relating to your consultation would need to be resolved through the Australian or New Zealand legal system.
Appointments involving children or others needing support
Where the patient is under 18, or is someone who needs a parent, guardian or authorised representative to consent, that person needs to give consent and, as a general rule, be present for the whole appointment. Occasionally, where a practitioner judges that a young person fully understands the treatment — its purpose, risks, benefits and alternatives — and there’s no legal requirement for a parent or guardian to be involved, the appointment may go ahead without them present. That’s the practitioner’s decision, and it’s noted in the clinical file.
Giving your consent
By booking or attending an online appointment, you’re letting us know that:
you’ve read and understood these terms, including the telehealth limitations above;
you agree to them, and you consent to receiving care — including by telehealth;
you understand that telehealth and complementary care aren’t a substitute for emergency care or the care of your GP;
you consent to any support person you’ve nominated being present, and you’ll tell us who’s there;
the information you give us is accurate and complete as best you know; and
your consent is ongoing — you can withdraw it at any time by telling us, which won’t affect anything already done.
You’ll confirm all of this electronically within Practice Better when you book — this page is simply here so you can read it in advance and ask us anything before you do.