Terms & Conditions

These terms apply to your use of the Joelleen IBCLC website and to bookings and digital resources purchased through it. “Joelleen IBCLC”, “I” and “my” refer to Joelleen Winduss Paye. By booking an appointment or purchasing a resource, you agree to the terms relevant to that purchase.

Appointments

I offer breastfeeding and related care through clinic and online appointments. The service and price shown at checkout are the ones you are booking. Appointments are paid in full at the time of booking.

Please provide accurate information when booking and let me know if your circumstances change before we meet. Online appointments are conducted through Google Meet and require a suitable device, internet connection and private space.

If I need to change or cancel an appointment, I will contact you as soon as reasonably possible and offer a suitable alternative or a refund for the service I cannot provide.

Rescheduling and cancellations

More than 24 hours before your appointment: You may reschedule to an available time at no additional cost. Your payment will be transferred to the new appointment. The new appointment must take place within three months of the original appointment date.

If you choose to cancel instead, you may request a refund. For a cancellation requested by you where the service has not been provided, an administration and payment processing fee of $20 will be deducted from the refund, to the extent permitted by law. This fee does not apply where you are entitled to a refund because I cannot provide the service or under the Australian Consumer Law.

Within 24 hours of your appointment: Please email hello@jwp.care if you need to cancel or reschedule. Online rescheduling is unavailable during this period. I will discuss the available options with you, including whether your payment can be transferred to an appointment within three months of the original appointment date. Any fee for a late change will be explained and agreed with you before the change is made.

Missed appointments: If you do not attend and have not contacted me, please email me to discuss what happened. Whether any payment can be transferred or refunded will depend on the circumstances and your rights under Australian law.

Digital resources

Any guide or other digital resource you purchase is for your personal use, unless its product page states otherwise. You may download and use it for yourself, but you may not reproduce, share, resell or publish it without my written permission.

The product page will describe what you are buying and how it will be delivered. If you have trouble accessing a purchase, please email hello@jwp.care. Your rights under the Australian Consumer Law apply to digital resources.

Health information and the website

Website articles, emails, social media posts and digital resources provide general education. They cannot assess your individual circumstances or replace a consultation with an appropriate health professional. A booking enquiry or website purchase does not itself establish a clinical care relationship.

Consultations involve an individual assessment and discussion of options, but no particular feeding or health outcome can be guaranteed. If you or your baby needs urgent medical attention, seek urgent care rather than waiting for an appointment or email response.

Medicare and other rebates

Eligibility for a Medicare or private health insurance rebate depends on the service, your circumstances and the applicable fund or program rules. Please check your eligibility before booking if a rebate affects your decision. I cannot guarantee that a claim will be accepted.

Product recommendations and affiliate links

Some pages may contain affiliate links, discount codes or product recommendations. I may receive a commission if you buy through these links. Products bought from another business are sold under that business’s terms. A recommendation does not guarantee that a product will suit every family.

Intellectual property and external links

Unless otherwise stated, the text, guides and original materials on this website belong to Joelleen IBCLC. You may view them for personal use, but may not copy or republish them without permission.

Links to other websites are provided for convenience. Those businesses control their own content, products, privacy practices and terms.

Your consumer rights

Nothing in these terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law. If there is a conflict, those rights prevail.

Changes and contact

I may update these website terms from time to time. The terms shown when you make a booking or purchase will apply to that transaction, subject to applicable law.

For booking changes, purchase issues or questions about these terms, email hello@jwp.care.

Privacy Policy

Joelleen IBCLC is operated by Joelleen Winduss Paye. This policy explains how I collect, use, store and share personal and health information when you visit my website, contact me, book a clinic or online consultation, subscribe to emails, or purchase a digital resource.

I handle information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 and the Health Records Act 2001 (Vic).

Information I collect

Depending on how you interact with my practice, I may collect:

  • Your name, contact details, booking details and payment information.

  • Information you provide in enquiries, intake forms, emails and consultations, including information about your pregnancy, birth, feeding, health and your baby’s health.

  • Clinical notes, care plans, correspondence, referrals and information needed for Medicare or other rebate claims.

  • Your email preferences and information you provide when subscribing to a newsletter or downloading a resource.

  • Basic information about your use of the website, such as pages visited, device information and cookies.

I collect health information when it is needed to provide care and with your consent or another lawful basis. If you provide information about your baby or another person, please make sure you are authorised to share it.

I generally collect information directly from you. With your consent, or where otherwise permitted by law, I may also receive relevant information from another health professional or person involved in your care.

How I use your information

I use information to respond to enquiries; arrange and provide consultations; keep clinical records; send appointment details and care plans; process payments and rebate documentation; provide purchased resources; manage the practice; and meet legal and professional obligations.

If you choose to subscribe to my newsletter or other marketing emails, I may send educational content, practice updates and information about services or resources. You can unsubscribe using the link in an email or by contacting me. I do not add you to marketing emails simply because you booked a consultation.

When I share information

I may share information with:

  • Another health professional or service involved in your care, with your consent or where otherwise permitted by law.

  • Service providers that help me operate the practice, such as website and booking platforms, email and video meeting services, payment processors, and accounting or record systems.

  • Medicare, a health fund, a regulator or another organisation where needed for a claim or required or permitted by law.

I do not sell your personal or health information. I do not share your clinical information with affiliate partners for marketing.

Website, bookings and online consultations

My website is hosted through Squarespace, and appointments are booked through Acuity Scheduling. Online consultations take place through Google Meet. Payments may be processed through Stripe or PayPal. I use Flodesk for subscribed email communications and Xero for accounting.

These services may handle information according to their own privacy practices. Please use a private space for online consultations and let me know if you have concerns about communicating electronically. I do not record an online consultation without first discussing it with you and obtaining any consent required.

The website and its service providers may use cookies or similar technology to operate the site and understand its use. You can manage cookies through your browser settings, although some website functions may be affected.

Storage and security

I take reasonable steps to protect personal and health information from misuse, loss, unauthorised access, modification and disclosure. Information may be held in electronic systems and, where relevant, paper records. Access is limited to what is needed to operate the practice and provide care.

I keep clinical, financial and other records for the periods required by applicable law and professional obligations. When information is no longer required, I take reasonable steps to securely destroy or de-identify it, where the law permits.

Overseas service providers

Some of the online services I use may store information or allow support staff to access it outside Australia. I take reasonable steps to consider the privacy and security of services used by the practice. You can email hello@jwp.care to ask how a particular service handles your information.

Access, correction and complaints

You may ask to access or correct personal or health information I hold about you, subject to any limits under the law. Please email hello@jwp.care with enough detail for me to identify the information. I may need to verify your identity before responding.

If you have a concern about how I have handled your information, please email hello@jwp.care. I will review your concern and respond. If you are not satisfied with the outcome, you may contact the Office of the Australian Information Commissioner or the Victorian Health Complaints Commissioner, as appropriate.

Changes to this policy

I may update this policy as the practice or its systems change. The current version will be published on this website.