Farah Health Limited, trading as Farah Health, is a private clinic dedicated to delivering evidence-based, personalised, and holistic care. We specialise in addressing concerns related to metabolic health, hormonal imbalances, obesity, stress management, and women’s health, including menopause and perimenopause.

Our comprehensive approach includes assessing symptoms, providing accurate diagnoses, and offering tailored treatment options to meet your individual needs. We utilise thorough testing to create effective and personalised treatment plans. Options may include medication, lifestyle interventions, nutritional guidance, and other holistic solutions. We are committed to empowering you to choose the most suitable treatment pathway based on your unique health goals and circumstances.

Our services are available both online via Telehealth (video or telephone consultations) and in-person, depending on availability.

Please note that we do not provide emergency services during or outside of appointment times. For urgent medical concerns, we advise contacting your GP. In the event of serious medical issues, please seek immediate assistance from your GP or emergency services.

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OPERATIVE PROVISIONS

1. Introduction

a. These terms and conditions apply to all our Patients. By engaging with us, you agree to be bound by these terms and conditions of trade without qualification.

b. If you do not agree to be bound by these terms and conditions, you must expressly give us written notice terminating our engagement with you.
 

2. Definitions

In these terms and conditions, unless the context indicates the contrary:

Administration Fee means [$50]

Business means the provision of health and wellness consultations, including but not limited to lifestyle medicine, metabolic health, hormonal health, obesity care, and menopause and perimenopause care.

Cancellation Fee means 50% of the standard consultation rate.

Consultation Rate are inclusive of GST and may vary in accordance with these terms and conditions.

GST means goods and services tax in terms of the GST Act.

GST Act means the Goods and Services Tax Act 1985.

Clients means you, the individual receiving services, and any person benefiting from the services provided.

Services means to the healthcare and wellness consultations, guidance, and support provided by Farah Health, including but not limited to lifestyle medicine consultations, hormonal health support, and obesity management.

Interest Rate means 10% per annum for any overdue payments.

We, Us or Our means Farah Health Limited.

 

3.  Terms and conditions

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3.1 Fees and Payments

Full payment for consultations is required at the time of booking. We accept most credit cards and electronic bank transfers, but cash and cheques are not accepted. You must provide your card details during booking, and payments will be processed immediately through Stripe. All payment information is securely stored by Stripe in accordance with their [Privacy Policy](https://stripe.com/gb/privacy). Farah Health does not retain your payment card details and cannot be held liable for any data breaches by third-party providers.

For phone or email bookings, full payment must be made at least 72 hours prior to your consultation to secure your appointment, unless prior arrangements have been made in advance.

Payments for additional services, such as prescriptions, supplements, or specialised testing, are due within 7 days of receiving an invoice. Credit card payments for invoices incur a 3% processing fee via Stripe.

We also accept direct credit and direct debit payments. All prices quoted include GST unless stated otherwise.

Requests for additional letters or correspondence outside of a consultation may incur additional fees, which will be communicated at the time of the request.

Service prices may be adjusted periodically. By agreeing to these terms, you consent to pay any revised prices, including adjustments due to rate increases or errors/omissions.

Outstanding accounts that remain unpaid for more than 14 days may be referred to a debt collection agency. In such cases, any collection fees and costs incurred to recover outstanding amounts will be charged to you.

If payment is not made by the due date, we reserve the right to charge Interest at the Interest Rate on the overdue amount until payment is received. Please be aware that we may withhold further provision of services if there are any outstanding amounts due. Additionally, if you are in breach of agreed payment terms, we may disclose this information to a debt collection or credit reporting agency, which could negatively impact your credit rating.

All costs incurred in debt recovery, including legal fees, will be recoverable from you. We appreciate your understanding and cooperation in maintaining a timely payment process.

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3.2 Cancelled or missed appointments

To ensure efficient scheduling and to respect the time of our healthcare providers, we ask that you provide at least 48 business hours' notice if you need to cancel or reschedule your appointment. This notice period does not include weekends or public holidays. You can easily cancel your appointment by clicking the cancellation link in your confirmation email or by emailing us at admin@farahhealth.co.nz.

If you cancel with more than 48 business hours' notice, you will receive a full refund to your payment card. Please note that refunds processed through Stripe may take 5-10 business days to appear in your account.

Cancellations made with less than 48 business hours' notice will incur a 50% cancellation fee based on the standard Consultation Rate for the booked time. Please note that we are unable to offer refunds for missed appointments, and all fees paid will be forfeited, unless there are reasonable grounds for the missed appointment. It is at Farah Health’s absolute discretion to determine what constitutes reasonable grounds. To ensure the best care, we encourage you to communicate any potential issues that may affect your appointment attendance.

If you know you will be delayed, please notify the clinic as soon as possible. If you arrive late, the doctor will wait for up to 10 minutes. After this time, your appointment will be considered missed.

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3.3 Emergency Situations

If we determine that there is probable risk of imminent harm by you towards yourself or other, we may disclose relevant information to the appropriate medical staff or police.

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3.4 Registration and accounts

Where you register with us:

a. Account transfer

You may not transfer your account to another user or maintain more than one account with us without our consent.

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b. Registration data

You confirm that the data you provide to us is current, complete and accurate, and you agree to maintain and update the data as required to keep it so. 

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c. Reliance upon credentials

You release us from and renounce any claim in respect of or arising from any reasonable reliance by us upon any use of your personal details, including us disclosing information relating to your personal details and/or affairs with us. You agree to indemnify and hold us, our officers and employees harmless from any claims, actions, costs (including legal costs), or losses by us or any third party due to or arising out of reasonable reliance by us or any third party upon any acts carried out, requests made, or information provided through the use of your personal details.

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d. Suspension and termination

We may, at our sole discretion, suspend or terminate your account and limit your engagement with us.

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3.5 Communication

Clients can self-refer to Farah Health and easily book appointments online through our secure booking system. When scheduling an appointment, you will need to provide personal details, which will be stored in accordance with our Privacy Policy outlined below. For phone or email bookings, full payment is required at least 72 hours before your consultation.

Upon booking, you will receive a confirmation email containing a link to our New Client Pre-Consultation Questionnaire. This questionnaire is essential for us to gather pertinent information about your medical history and current medications, enabling us to better prepare for your consultation. If there is any health information you prefer not to disclose, please indicate this in the designated space on the form. For online consultations via telehealth, the confirmation email will also include a link to activate the video connection at the scheduled time. Additionally, you will receive a reminder email prior to your appointment.

After each consultation, you will receive a summary email outlining your management plan and proposed follow-up. Please ensure that you keep your email address updated with the clinic, as this will be the address to which all correspondence is sent.

Please note that email communication is limited to clarifying prescribing instructions or follow-up details; consultations cannot be conducted via email. For any medical concerns or further discussions, a follow-up consultation must be scheduled. From time to time, we may send you relevant information, such as upcoming events or articles of interest. You can opt out of these communications at any time.

Our appointment system will also send you a reminder email about a week before your appointment and a text message 48 hours prior.

If you utilise any communication tools provided by Farah Health (such as forums, chat rooms, or message centres), you agree to use them solely for lawful and legitimate purposes. Posting or disseminating unrelated materials, offers of goods or services for sale, or any content that may be offensive or illegal is strictly prohibited. By making any communication, you represent that you own the content of that communication. While we strive to maintain a safe environment, we are not obligated to monitor communications continuously and reserve the right to remove any content at our discretion. Please report any objectionable material to us at admin@farahhealth.co.nz.

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3.6 Privacy policy and personal information

At Farah Health, your privacy is our top priority. We collect and hold personal and medical information to provide comprehensive care and ensure you receive high-quality treatment. We recognise the sensitivity of the information you share and maintain strict confidentiality. In accordance with the Privacy Act 2020, except where legally required, all information about you—including clinician notes and private details—is kept confidential.

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Purpose of Collecting Your Information

We collect your information for several key reasons:

a. To maintain a record of care and ensure quality treatment.

b. To ensure the safety of you and others.

c. To plan and fund health services.

d. To conduct authorised research.

e. To train healthcare professionals.

f. To prepare and publish statistics.

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Confidentiality and Information Sharing

Your health information will only be shared with those involved in your healthcare or relevant agencies, with your consent or as permitted by law. While you are not obligated to share your health information, withholding it may affect the quality of care you receive. If you have concerns, please discuss them with your healthcare provider.

You have the right to know where your information is stored, who has access to it, and who has viewed or updated it.

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Storage and Security

Your personal information is stored securely in compliance with the Privacy Act 2020. Basic appointment details—such as your name, booking date and time, email address, and appointment type—are securely stored and accessed through our protected system. We implement robust measures to prevent unauthorised access to all stored information.

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Use of Your Information

Your information may be used for the following purposes, including but not limited to:

a. Administering our services.

b. Obtaining feedback.

c. Detecting and preventing network security breaches.

d. Complying with legal requirements, such as court orders or police warrants.

e. Engaging third-party contractors for credit management or collection.

f. Participation in health programs (e.g., screenings), where necessary information may be shared with other health agencies.

g. Conducting clinical audits to review service quality.

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Information Quality

We are committed to ensuring your information is accurate, up-to-date, and relevant for your care.

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Right to Access and Correction

You have the right to access and correct your information at any time. You may request a copy without needing to provide a reason, though proof of identity may be required. To review or update your personal information, please contact us at admin@farahhealth.co.nz. An Administration Fee may apply for additional copies requested within 12 months. If you believe any information is incorrect, you can request an amendment. If your provider declines your request, you have the right to have this noted in your file.

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Research and Statistical Use

Your health information may be used in research approved by an ethics committee or when identifying details are removed. Identifiable research can only be published with your consent and ethics approval. You are not required to give consent for unpublished research or statistical purposes if presented in a way that does not identify you.

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Emergency Situations

If staff determine there is a risk of imminent harm to you or others, we may disclose relevant information to appropriate medical professionals or authorities, including the police, to ensure safety.

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Retention of Records

If you terminate our services, you authorise Farah Health to destroy (or delete, for electronic records) all files and documents related to the services provided seven years after our engagement ends, unless legally required to retain them longer. We may retain records longer at our discretion, provided that this complies with the Privacy Act 2020, which states that an organisation should not keep personal information longer than necessary for the lawful purposes for which it was collected. Alternatively, we may return your documents (in hard copy or electronic form) at our expense.

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Prescriptions

To prescribe medications, relevant information may be shared with your pharmacy to ensure safe and effective care. You consent to this information sharing for this purpose. Prescriptions issued during a consultation are included in the consultation fee. Prescriptions outside of a consultation, whether new or repeat, will incur a fee, payable before issuance.

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Referrals

Onward referrals for further investigation or management will be made when clinically indicated. These referrals will be directed to a service provider near you or as specified by your private healthcare provider. A referral letter will be provided to communicate all relevant medical information to the receiving healthcare provider.

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3.7 Intellectual Property Rights

We own all legal rights, titles and interests in and to any and all elements of the Business, including any and all intellectual property. No part of the Business may be distributed or copied for any commercial purpose, and you are not permitted for any purpose to incorporate the contents of the Business or any part of it in any other work or publication (whether in hard copy, electronic or any other form) without our prior written consent. Further, you may not copy, use, remove or alter any trademarks or logos that relates to Us and the Business.

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3.8 Prohibited conduct

You must not do any of the following:

a. Any act that is unlawful or prohibited by these terms and conditions, including without limitation the posting or transmitting any threatening, libellous, defamatory, obscene, scandalous, inflammatory, pornographic, profane or spam material; and

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b. attempt to disrupt or interfere with the operation of the Business.

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3.9 Disclaimer

Engaging with us is at your own risk. We are not responsible for any adverse consequences arising out of such engagement.

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3.10 Exclusion of liability

To the fullest extent permitted by law, we exclude:

a. All warranties and representations in relation to the Services we provide, and any other services provided through the Business whether express, implied, statutory or otherwise and we will not be responsible for any errors or misstatements; and

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b. All liability in relation to the Services whether in contract, tort (including negligence) or otherwise, for any loss or damage however caused (including direct, indirect, consequential or special loss or damage, or loss of profits, loss of data, loss of savings and loss of opportunity).

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3.11 Indemnity

You will take all necessary action to defend and indemnify us, our officers and employees against all costs, expenses and damages incurred in connection with any claim brought by a third party against us arising from a breach by you of any of these terms and conditions.

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3.12 Change to terms of use

We reserve the right to change these terms and conditions at any time by notifying users by written notice of the existence of the amended terms and conditions. By continuing to engage with us, you agree to be bound by the amended terms and conditions.

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3.13 Changes to the Business

We are always working toward improving and expanding our Business in order to provide you with the best service. By engaging with us, you understand and agree that any part of the Business, Services and this terms and conditions may change at any time without any prior notice to you.

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3.14 Complaints Process

At Farah Health, we are dedicated to providing high-quality, professional care to all our clients. If you ever feel dissatisfied with our services or have feedback on how we can improve, please don’t hesitate to reach out to us.

We encourage you to raise any concerns or complaints about our services, including the handling of your health information, as soon as possible. We are committed to investigating your concerns and working in good faith to resolve them fairly and to your satisfaction.

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Complaints Procedure

Upon receiving a complaint, we will acknowledge it within five working days. You can expect an initial investigation and response within 21 days of raising your complaint. If we are unable to meet this timeline for any reason, we will communicate the delay and provide a revised response date.

If you are not satisfied with the outcome, you may escalate your complaint to the relevant authorities:

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For concerns about the handling of your personal health information, please contact the Office of the Privacy Commissioner at 0800 803 909 or visit their website at [www.privacy.org.nz](http://www.privacy.org.nz).

For general support with health service complaints, contact the Health and Disability Consumer Advocacy Service at 0800 555 050 or email advocacy@hdc.org.nz.

For serious concerns regarding medical misconduct or dissatisfaction with how your complaint has been handled, please reach out to the Health and Disability Commissioner at 0800 11 22 33 or by mail at P O Box 1791, Auckland.

Your feedback is invaluable in helping us improve our services, and we appreciate your trust in Farah Health.

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3.15 No Relationship

These terms and conditions will not be deemed to create a partnership, joint venture, agency or employment relationship of any kind between us and you.

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3.16 Entire agreement

These terms and conditions form the entire agreement between us and you relating to the Services we provide.

 

3.17 Contact

If you have any questions or concerns in relation to the Services or these terms and conditions, please contact us through admin@farahhealth.co.nz.

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3.18 Governing Law

These terms and conditions are governed by and will be construed in accordance with the laws of New Zealand, and you submit to the non-exclusive jurisdiction of the courts of New Zealand.

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3.19 General

If at any time we do not enforce any of these terms or conditions or grant you time or other indulgence, we will not be construed as having waived that term or condition or our rights to later enforce that or any other term or condition. Further, if any part or provision of these terms and conditions is deemed to be invalid, unenforceable or in conflict with the law, that part or provision is replaced with a provision which, as far as possible, accomplishes the original purpose of that part of provision. The remaining terms and conditions will be binding on the parties.

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3.20 Termination

We have the right to terminate these terms and conditions and cancel or suspend our agreement with you for any reason we deem necessary. You agree that we are not required to provide you with any advanced notice of any suspension or termination of these terms and conditions, and that we are not required to provide you with any advanced notice of termination of our agreement with you, and that we are not liable to you or any other third party for any damages or consequences caused by any such suspension or termination.