Terms of Service

Before you choose to use the services of Intravenous Infusion Therapy and other interventions offered at Wellbeing Medical Group, please read the following information FULLY AND CAREFULLY. By completing payment, you have agreed to the following terms of service.

Patient Guidance: Wellbeing Medical Group recommends that any integrative oncology therapies, including high-dose intravenous vitamin C or Mistletoe, be administered by practitioners with specialist knowledge in cancer care. General Practitioners without oncology training may not have the expertise to safely assess interactions with conventional cancer treatments, monitor for complications, or adjust medical therapies appropriately. Patients are advised Wellbeing Medical Group integrative therapies are coordinated with their oncology pathway to maintain safety and treatment efficacy.

Wellbeing Medical Group provides a structured, integrative approach to support patients undergoing oncology care. Our services are designed to offer comprehensive assessments to identify potential areas of dysfunction and inform personalized care planning, provide medical supervision for intravenous therapies and other interventions to ensure safety and professional oversight, and facilitate collaboration with conventional oncology care in a complementary manner. We deliver individualized integrative protocols tailored to each patient’s specific needs and medical context, and offer guidance and education to help patients understand potential options and considerations throughout their care journey. All services are intended to support overall wellbeing and are provided in accordance with professional standards. They are not intended to diagnose, treat, or cure any condition, and responses to interventions may vary between individuals.

Since every human being is unique, we cannot guarantee any specific results. External medication and medical conditions may have a negative impact on the positive effects of Wellbeing Medical Group protocols and interventions.

I understand that I have the right to be fully informed about any procedure, including feasible alternative options, as well as the potential risks and benefits. Except in emergency situations, no procedure will be performed until the patient has had the opportunity to receive this information and provide informed consent. The primary goal of Wellbeing Medical Group services is to encourage individuals to take an active role in understanding and managing their own health and to support them in achieving their personal optimum level of wellbeing.

DISCLAIMER: WELLBEING MEDICAL GROUP THERAPIES ARE NOT INTENDED TO PROVIDE A MEDICAL DIAGNOSIS OR RECOMMEND ANY MEDICINAL TREATMENT. NO INFORMATION, COMMENT, OR RECOMMENDATION SHOULD BE INTERPRETED AS IMPLYING A MEDICAL DIAGNOSIS OR CLAIMING A CURATIVE OUTCOME.

Intravenous Therapy And Other Interventions: are designed to support your overall wellbeing and optimize health. We design treatment plans that can extend up to eight to twelve weeks, and achieving the best possible experience from these programmes requires a sincere commitment. This includes understanding our medical rationale, being open to potential lifestyle adjustments, and maintaining a positive approach throughout your care. While these interventions are intended to support wellbeing, they are not intended to diagnose, treat, or cure any condition, and individual responses may vary.

Risks of intravenous therapy and other interventions include but not limited to: a. Occasionally to commonly: discomfort, pain and bruising at injection site b. Rarely: inflammation in the vein used, phlebitis, metabolic disturbances c. Extremely rarely: severe allergic reaction, anaphylaxis, systemic infection, cardiac arrest and possible death.

Health Concerns: Health concerns should be brought to our attention immediately so that any relevant medical steps can be taken. Medical circumstances can change over time, potentially as a result of the diagnosis or a new diagnosis. While Wellbeing Medical Group take no responsibility for changes in your medical condition, all services and interventions are delivered safely and in accordance with professional medical guidelines. We encourage patients to maintain open and collaborative relationships with all their healthcare providers to ensure coordinated care. If, for any reason, you decide not to inform your healthcare providers, this is your informed decision. Wellbeing Medical Group will continue to ensure all services are delivered safely and in line with professional medical standards.

Adverse Effects: If you experience any symptoms or have concerns regarding the Intravenous therapies and/or other medical interventions provided by Wellbeing Medical Group, please inform the Wellbeing Medical Group team immediately. This will allow us to evaluate the cause and offer appropriate medical support. Some symptoms may be a natural part of the body’s adjustment to the therapy, while others could be unrelated to the therapies provided and may be coincidental. Based on both clinical literature and our extensive experience with intravenous therapies and other Wellbeing Medical Group interventions, the most commonly reported side effects are generally mild and transient. These may include temporary fatigue, increased thirst, or increased frequency of urination. Although extremely rare, as noted in the literature and not based on our direct experience, more severe adverse reactions, including allergic responses or anaphylactic shock, have been documented.

Laboratory Testing: All laboratory testing and assessments conducted by Wellbeing Medical Group are designed to identify potential areas of dysfunction and are not intended to diagnose or treat any medical condition. We recommend that patients consider at minimum a full blood count, liver function, and kidney function tests. Results from external providers would be accepted if the testing has been completed recently. Additional panels may be offered to explore patterns, behaviours, or markers, including circulating tumour cells and sensitivity markers. Wellbeing Medical Group reserves the right to refuse administration of infusion therapies or other interventions if any medical contraindication is identified. Testing is provided for guidance purposes only, and accuracy cannot be guaranteed; results may differ from other diagnostic methods such as MRI, PET, or CT scans.

Communications: Every client is an individual, and it is not possible to determine in advance how your system will react. It is sometimes necessary to adjust your programme as we proceed until your body can begin to properly accept. While our services are designed to support health and wellbeing, we cannot guarantee any specific outcomes or results. All recommendations are made based on current medical knowledge, and responses to treatments may vary between individuals.

It is your responsibility to do your part by following healthy dietary guidelines, exercising your body, if possible, getting plenty of rest, and learn more about integrative health benefits. You should request information (if available) from your other healthcare providers, if for any given reason this is not available, please contact Wellbeing Medical Group, Medical Director- Dr Kloppenburg for answers to any questions that you may have regarding our therapies.

I understand that the procedures may involve inserting a needle into a vein to administer the selected intravenous (IV) infusion protocol, to collect a blood sample or complete other medical interventions. I consent to these procedures taking place for the duration and number of sessions outlined on the attached invoice. Further supplementation sessions may be required to support the intended medical objectives which has been expressed clearly. I acknowledge that in the event of death, hospitalization, or any other circumstance preventing completion of the full protocol, the assigned prescription products may be deemed unusable and disposed in accordance with medical standards and prescription guidelines, no refund can be claimed for these components under these circumstances however partial returns on other service areas may be considered. I further understand that results may vary between individuals, and the outcomes of any therapy cannot be guaranteed. Options and expectations have been discussed prior to the purchase.

I acknowledge that the Terms of Service are available for review prior to purchase, and it is the responsibility of the patient or their representative family to read and understand these terms before purchasing any products or services offered by Wellbeing Medical Group. I am aware that other unforeseeable complications could occur. I do not expect Wellbeing Medical Group medical staff to anticipate and or explain all risk and possible complications. I rely on them to exercise judgement during my therapy.

I understand the risks and benefits of the procedure and have had the opportunity to have all my questions answered. I understand that I have the right to consent or refuse any proposed therapy and intervention. At any stage during the service, I have the right to request that the procedure is terminated, however, I accept that I will not be reimbursed or refunded.

Wellbeing Medical Group will exercise best practice by assigning adequate in date stock, if due to unexpected circumstances the duration of the forecasted purchase is extended (example – due to patient being hospitalized), Wellbeing Medical Group will not hold responsibility for the medical items expiring.

Intellectual Property: Photographs or asking staff members for Wellbeing Medical Group intellectual information is prohibited and could result in the termination of your purchased session and or plan with no refund. Information regarding ingredients and the prescription would be verified by a internal medical member and sent on a request basis via secure communication. Recording telephone calls or zoom meeting with medical and non-medical staff is prohibited, this can only take place if Wellbeing Medical Group has given written approval for this activity.

Consultations: All completed consultations are non-refundable. This includes any scheduled, follow-up, or secondary appointments, as our medical team dedicates time both before and outside of consultation hours to review medical records and relevant information in preparation for each case. Clients may cancel an upcoming appointment by providing at least two (2) weeks’ written notice. If medical reviews or preparatory work has already been completed, a partial refund may be issued at our discretion, this will be evaluated on a case-by-case basis. Refund eligibility is not guaranteed and depends on the extent of services already rendered.

Infusion Programme: Under the discretion of Wellbeing Medical Group, a refund for a change of mind will be assessed to determine the situation of your claim. A fee will be incurred for any medical/non-medical work completed. Appointments with a nursing member are offered on a first come first serve basis, Wellbeing Medical Group will allocate available slots to you, if you have advancedly booked your preferred time and date or have been allocated to the nursing diary and cancel this according to your personal reasons a fee deduction from your completed payment will be applicable.

Wellbeing Medical Group order on prescription request all medicinal components required from international suppliers, a payment for this service is required in full prior to ordering. If you change your mind and decide not to go forward with the therapy after the order has been placed your payment will be non-refundable. Wellbeing Medical Group may, at its sole discretion, issue credit for prepaid therapies that have not been completed. Where a credit is issued, an alternative or substitute therapy may be recommended based on the patient’s medical background and clinical suitability. Any such credit issued is exclusively for the original patient only and is non-transferable. Credit may not be assigned, transferred, or redeemed by any other individual, including family members.

Wellbeing Medical Group is aware medical circumstances can change during the course of your ongoing medical plan with us. In the case a patient is required to stop the programme to commence a conventional treatment plan, Wellbeing Medical Group will pause your medical service. During the paused time Wellbeing Medical Group will maintain contact with the patient. Wellbeing Medical Group will ensure the prepaid content is in date (if applicable) for up to four weeks during the paused time. IV infusion plans and other interventions that are paused and pass the four week pause period will not be refundable. Our four week deadline has been set so reserved items maintain within expiry dates. Pre-paid and outstanding plan may still be resumed after the four week pause.

Emergency Outcall Infusions: Minimum spend criteria plus a call-out fee is applicable. If cancellation is made less than 24 hours before callout, the total payment inclusive of the nursing fee will be non-refundable. Call outs need to be paid in advance and the booking is not confirmed until the full payment is made. Wellbeing Medical Group will invoice the full amount in advance. We do not offer refunds on emergency call outs as infusions may be prepared prior to the visit. Call out times may vary up to 2 hours due to external circumstances. We may try to contact you before, during or after the scheduled call out time to provide updates. We ask that you please keep your phone nearby to answer. Each person with a booked appointment must have their own email address. We will email a medical form in advance, and this is required to be completed. If the medical form has not been completed, we reserve the right to cancel the appointment.

Special Order: Wellbeing Medical Group express clearly which items are classed under a special order. A special order is items which are not held in stock and ordered upon patient  prescription request. A full payment is required prior to ordering any special order items. Special order items are non-refundable under any circumstances as they cannot be returned to the compounding pharmacy once dispensed.

Refund Policy: The patient or their family representative is required to submit any refund claims within three days of purchase. This three-day policy also applies to newly purchased plans, due to the immediate medical and non-medical arrangements that are triggered upon receipt of payment. In the event of the patient passing away during an ongoing therapy plan, Wellbeing Medical Group will determine which items are refundable and non-refundable on a case-by-case basis. Items ordered via prescription or special order are non-refundable, as they are specifically prepared for the individual patient and their treatment plan. This policy applies to all programmes, whether ongoing or newly purchased, and medical circumstances will be assessed individually to determine any applicable refunds. All completed therapies and testing services are strictly non-refundable.

The patient and immediate family members are aware in certain service areas offered by Wellbeing Medical Group the content of the therapy will be left within the patient home. It is the patient responsibility to keep the content safe, including loaned nursing equipment which is not part of the paid plan. Any compromised content will be charged a replacement fee. Wellbeing Medical Group may also request to check the content within the home during the duration of the medical service. This is for the purpose of obtaining a complete understanding of the circumstances and ensuring appropriate clinical assessment and continuity of care.

The patient and the immediate family members hereby acknowledge that they have read, understood, and agreed to these terms of service prior to accepting any services provided by Wellbeing Medical Group. The patient and immediate family members further represent and warrant that all information provided in this document is true, accurate, complete, and not misleading to the best of their knowledge and belief. The patient and immediate family members acknowledge and agree that any false statements, omissions, or failure to disclose relevant information may materially affect the patient health, diagnosis, treatment, and outcomes, and may limit or compromise the services provided.

PLEASE NOTE: ALL CALLS ARE RECORDED FOR TRAINING AND MONITORING PURPOSES.