Booking & Cancellation Policy

This policy relates to the following Zest Food and Feeding services:

  • Discovery Call
  • Feeding Assessment
  • 1:1 Coaching

BOOKING

To make it convenient for customers and to maximise the amount of time Chelsea can spend working 1:1 with clients, customers can book services online via the Zest Food and Feeding website www.zestfoodandfeeding.com.au or the global health platform Halaxy.  

Discovery Call:
Upon booking an Discovery Call, clients will receive a booking confirmation via email (calendar request). Clients will also receive pre-appointment reminders via email and SMS/text message, 24 hours before their scheduled Discovery Call.

Feeding Assessments and 1:1 Coaching:
When booking a Feeding Assessment or 1:1 Coaching appointment, clients will be required to enter their credit or debit card details to make the booking (card capture only). Please refer to the ‘Payment’ section below for more information about our payment processes.

Upon booking a Feeding Assessment or 1:1 Coaching appointment, clients will receive the following correspondence:

  • Booking confirmation via email and SMS/text message,
  • Pre-appointment reminders via email and SMS/text message, 24-hours before their scheduled appointment, and
  • Rescheduled appointment confirmations via email and SMS/text message.

PAYMENT

Fees for Zest Food and Feeding’s services are as advertised on our website www.zestfoodandfeeding.com.au and Halaxy.

Zest Food and Feeding utilises card capture to automate payment processes. When clients book a Feeding Assessment or 1:1 Coaching appointment, they will be required to enter their credit or debit card details to make the booking (card capture only). No payment will be taken at the time of booking.

Payment information is safely managed in Halaxy. When a client’s credit or debit card details are captured and entered into Halaxy, the data is stored and tokenised by Halaxy’s payments gateway so that it is not visible to anybody at Halaxy or Zest Food and Feeding. Halaxy’s payments gateway is powered by Braintree PayPal in Australia. Braintree PayPal is one of the world’s largest online payment providers and has stringent data and security policies regarding the storage of cardholder details.

Payments are automatically scheduled to be paid via the client’s credit or debit card, 10 minutes into their scheduled appointment. Electronic payment processing fees are paid by Zest Food and Feeding; thus, a client will not incur any additional charges. Zest Food and Feeding will email a receipt to the client immediately following payment.

ATTENDANCE

We ask that you dial into your telehealth appointment on time or a few minutes early to ensure you receive the maximum benefit of the time allocated to you. If you are late to your appointment, the appointment will still conclude at the scheduled time, and the full fee will still be charged.

Non-attendance will also result in the full appointment fee being charged (refer to the ‘Rescheduling and Cancellation’ section below for more information). 

RESCHEDULING AND CANCELLATION

Zest Food and Feeding understands that sometimes clients may need to reschedule or cancel appointments. We have generous but strict rescheduling and cancellation terms which are centred around the effective utilisation of Chelsea’s time and the provision of quality services to our clients.

Discovery Call:
Clients can reschedule or cancel their Discovery Call by:

  • Clicking the appointment link in the pre-appointment reminder SMS/text message, and entering the required details to reschedule or cancel the appointment, or
  • clicking the reschedule or cancel link in the pre-appointment email and entering the required details to reschedule or cancel the appointment.

Feeding Assessments and 1:1 Coaching:
Clients can reschedule or cancel their Feeding Assessment or 1:1 Coaching appointment:

  • directly via Halaxy,
  • clicking the appointment link in the pre-appointment reminder SMS/text message, and entering the required details to reschedule or cancel the appointment, or
  • clicking the appointment link in the pre-appointment email and entering the required details to reschedule or cancel the appointment.

Additionally, clients can also phone Zest Food and Feeding at +61 403 468 365 and speak with, or leave a message for Chelsea.

Clients must reschedule or cancel their Feeding Assessment or 1:1 Coaching appointments at least 2-hours before their scheduled appointment time. If a client cancels their appointment within 2 hours of their scheduled appointment or fails to attend, the full appointment fee will be charged.

Zest Food and Feeding reserves the right to cancel a client’s scheduled appointment at any time, or prematurely end an in-progress appointment if Chelsea experiences a sudden illness or a personal or family emergency. Zest Food and Feeding will confirm the appointment cancellation via email and text message, as soon as reasonably practicable. If Zest Food and Feeding is required to cancel a client’s appointment, the client will not be charged a cancellation fee. If Zest Food and Feeding prematurely ends an in-progress appointment, another appointment will be scheduled for a future date and time, at no cost to the client.  

REFUNDS

Zest Food and Feeding processes refunds in accordance with the Australian Competition and Consumer Act 2010.

If a client is unsatisfied with Zest Food and Feeding’s services for any reason, they must contact Zest Food and Feeding directly to discuss the problem. Zest Food and Feeding will listen to the client’s feedback and work collaboratively with them to resolve the problem.

Zest Food and Feeding will only provide clients with a refund of a service fee, in the event, they are unable to provide the service.

LAST UPDATED: 8 July 2024

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