Use of this site

 

Information on this website is for information purposes only. It is not intended as a substitute for appropriate individualised advice from a qualified healthcare professional.

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Returns and Refunds

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For books and store items: 

If there is something wrong with the product you have received or if your delivery is not identical to your order (incorrect product or something is missing), please contact us immediately. Please send us an email, and include as many details as possible, including your order number and photographic evidence of any damage, including a photograph of the packaging itself. 

 

No refunds, returns or exchanges will be processed unless contact has been made about any issues within seven working days of receipt of your item. We may be able to extend this time under special circumstances, but please make contact as soon as you notice any problems so we can sort the situation for you. 

 

We will provide instruction as to how to return the damaged or incorrect item. When we receive the returned item, we will refund the value of the purchased product, but not the original shipping. You must pay for the shipping to return the goods and this must also be arranged by yourself. The items are your responsibility until they reach us. Please ensure you pack the return safely to prevent any damage to the products or boxes.

 

We do not refund purchases on the basis of changing your mind. 

 

For our digital items:

There are no refunds or returns available on digital items (e.g eBooks and courses), so please choose carefully when ordering.

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For our consultations and workshops:

A full refund can be issued, if you cancel your workshop attendance at least 48 hours before the event.

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Cancellation and Rescheduling Policy for clinic consultations:

At The Food Tree, we understand that life can be unpredictable. However, to ensure we provide the best service to all our clients, we kindly request that you adhere to the following cancellation and rescheduling policy:

1. Notice Requirement: Please notify us at least 24 hours in advance if you need to cancel or reschedule your appointment. This allows us to offer the time slot to other clients who may need our services.

2. How to Cancel or Reschedule: Contact us directly via email at rachael@thefoodtree.co to cancel or reschedule your appointment. Please do not use social media for these communications.

3. Cancellation Fee: Appointments cancelled with less than 24 hours' notice will incur a cancellation fee of 50% of the scheduled service fee.

4. No-Show Policy: If you fail to attend a scheduled appointment without prior notice, a no-show fee equivalent to the full cost of the session will be charged.

5. Late Arrivals: Arriving late may result in a shortened session to accommodate subsequent bookings. Depending on how late you arrive, your dietitian will determine if there is sufficient time remaining to start a treatment. You will be charged for the full session regardless of the actual duration.

6. Exceptions: We recognise that emergencies and unforeseen circumstances do occur. If you have an emergency, please inform us so we can consider your situation individually. We believe mutual respect and open communication form the foundation of a strong client-practitioner relationship.

7. Repeat Cancellations and No-Shows: Clients who repeatedly cancel or fail to show up for appointments may be required to pre-pay for future services or could be discharged from our care.

We value your cooperation with our cancellation policy, which helps us better manage appointment availability for all our clients needing nutritional care.

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New Zealand customers are protected by the Consumer Guarantees Act.

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Your Privacy

 

If you have made a purchase or a booking from this website,  the details you provided are stored in our database so that we can fulfil your order or confirm your service booking. We may also refer back to those details in order to follow up on queries you may have. 

 

No financial information is stored or used by us as all our transactions are made within the Stripe platform which does not retain any financial information once the transaction has been processed.
 

The Food Tree adheres to the New Zealand Privacy Act 1993 (the Act) in managing personal information. Personal information refers to data about an identifiable individual.

This policy respects all your rights as defined under the Act. For more details on the Act, visit www.privacy.org.nz.

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Sources of Personal Information:

We gather your personal information from:

• You, when you directly provide it through various means such as our website, during registration, or via direct contact (e.g., phone, email, or video call).

• Third parties, when you have authorised them (e.g., through your GP) or when the information is publicly available. We strive to collect personal information directly from you whenever feasible.

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Usage of Personal Information:

We use your personal information to:

• Verify your identity.

• Deliver services and products.

• Market our offerings to you, including through electronic communications.

• Enhance our service delivery to you.

• Bill you and process payments, including credit card transactions.

• Respond to your communications, including complaints.

• Protect and enforce our legal rights, and for any other purpose you authorise or the Act permits.

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Disclosure of Personal Information:

Your personal information may be disclosed to:

• Entities that support our services and products, such as IT system or data center providers.

• Credit reference agencies for credit checks.

• Entities that can legally demand we disclose your information (e.g., regulatory authorities).

• Any other entity authorized by you, the Act, or other laws, like law enforcement or your healthcare provider. Some supporting businesses may be located outside New Zealand, implying your data may be held and processed abroad, such as in cloud storage.

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Protection of Personal Information: We commit to reasonable steps to protect your personal information from loss, unauthorised access, or misuse.

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Accessing and Correcting Personal Information: Under the Act, you can access and correct your personal information we hold. Identification proof is required to process these requests. If a correction is feasible and reasonable, we will make the necessary adjustments. If not, we will record your requested correction.

To exercise these rights, contact us at rachael@thefoodtree.co. Include proof of your identity and specify your request. We may charge reasonable costs for providing or correcting your data.

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Internet Security: While we ensure secure internet connections, any personal information you transmit online is at your risk. External links on our website have their own privacy policies, which we recommend reviewing before submitting personal information.

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Cookies: We use cookies to recognize your browser and monitor your website usage. You can disable cookies in your browser settings, though this may affect website functionality.

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Site Visitation Tracking

Our website uses Google Analytics, a service which transmits website traffic data to Google servers in the United States. Google Analytics does not identify individual users or associate your IP address with any other data held by Google. We use reports provided by Google Analytics to help us understand website traffic and webpage usage.

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By using this website, you consent to the processing of data about you by Google in the manner described in Google’s Privacy Policy and for the purposes set out above. You can opt out of Google Analytics if you disable or refuse the cookie, disable JavaScript, or use the opt-out service provided by Google.

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Mailing list

We use Mailchimp for our mailing list. We will only sign those up to our mailing list who have opted in via our sign up form on the website. In accordance with the GDPR, we support your rights, including:

• The right to request access to, deletion of or correction of, your personal data held by us;

• The right to complain to a supervisory authority;

• To be informed of what data processing is taking place;

• The right to restrict processing;

• The right to data portability;

• The right to object to the processing of your personal data;

• The rights with respect to automated decision-making and profiling.

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You can unsubscribe from our mailing list at any time, by following the instructions in the email or by contacting us directly. You can read more about Mailchimps privacy policy and how your contact details are stored.

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