Client Service Agreement

Service Provider Details

Service Provider: Upbeet Nutrition & Dietetics
ABN: 83 561 070 852
Lead Dietitian: Rachel Fletcher, APD
Address: Level 3, GenesisCare Consulting Rooms, 8 Elizabeth Macarthur Drive, Bella Vista NSW 2153
Phone: 0434 485 070
Email:upbeetdietetics@gmail.com‍ ‍

Client details are as provided at the time of booking or intake form completion.

1. Scope of Services

Upbeet Nutrition & Dietetics provides individualised, evidence-based dietetic care across a range of settings and health conditions, with a particular focus on oncology and gastrointestinal nutrition. Services may include individual consultations (in person or via telehealth), review appointments, nutrition assessments, and tailored nutrition action plans — all developed in collaboration with you and adapted as your needs evolve over the course of your care. The specific services provided to you will be discussed and agreed upon at your initial consultation, and may be adjusted over time based on your clinical needs, goals, and response to care. Nothing in this agreement limits our ability to adapt your care in your best interests.

2. Consent to Dietetic Care

By attending your appointment, you are confirming that you consent to receiving dietetic assessment and care from Upbeet Nutrition & Dietetics. This means you understand that your dietitian will ask about your health history, current eating and lifestyle patterns, medications, and other relevant information in order to provide appropriate, individualised care. Participation in dietetic care is entirely voluntary, and you are free to ask questions, decline specific recommendations, or withdraw from care at any time. We'll always do our best to explain our reasoning and ensure you feel informed and supported in any decisions about your nutrition and health. Where you have consented on your intake form, your dietitian may liaise directly with your referring specialist, GP, or other members of your healthcare team as needed to best support your care. If your preferences around this change at any point, please let us know.

3. Telehealth Consultations

Where appointments are conducted via telehealth, Upbeet Nutrition & Dietetics uses Microsoft Teams as its primary platform. A link will be provided in advance of your appointment — please ensure you have the app installed or accessible via browser before your session begins. To get the most from a telehealth appointment, we ask that you join from a private, quiet space where you feel comfortable speaking freely about your health... ideally somewhere with a stable internet connection and good lighting. You are responsible for ensuring the privacy of your own environment during the call. In the event of a technical difficulty or dropped connection, your dietitian will attempt to reach you via phone on the number provided at booking. Where a session cannot proceed due to connection issues outside of your control, we will work with you to reschedule without penalty. Please note that some aspects of a full nutrition assessment — such as physical observations or anthropometric measurements — may not be possible to complete via telehealth, and your dietitian will advise you if an in-person appointment would be more appropriate for your circumstances.

4. Payment Terms

Fees

Initial assessments start at $255.00 (minimum 60 minutes), and review consultations start at $155.00 (30 minutes). Additional charges apply for home visits and travel. Your dietitian will discuss fees with you at or prior to your first appointment, and any changes to your fee schedule will always be communicated in advance.

Billing and Payment

All fees are payable in full at the time of each session or within 7 days of your appointment, unless an alternate arrangement has been discussed and agreed upon with your dietitian. Payment is accepted via Stripe or Tyro Health, which also facilitates on-the-spot private health insurance claiming and Medicare rebates where applicable. While we will do our best to assist with information about Medicare and private health fund rebates, it is your responsibility to verify your own eligibility and to submit any relevant claims, unless otherwise arranged. More information about funding options is available on our website.

Cancellation Policy

We understand that life — and health — doesn't always go to plan, and we'll always try to be reasonable. That said, late cancellations and missed appointments affect our ability to offer that time to other clients who need care. Appointments cancelled with less than 24 hours' notice may incur a cancellation fee... and for appointments where no notice is given at all, 100% of the session fee will be charged. If Upbeet Nutrition & Dietetics needs to cancel or reschedule a session, we will always do so at no charge to you and will prioritise finding an alternative time as quickly as possible.

5. Your Health Records

Upbeet Nutrition & Dietetics maintains clinical records for every client, in line with Australian professional and legal standards. For adult clients, records are retained for a minimum of seven years from the date of your last appointment. Where care has been provided to a client who was a minor at any point, records are retained until the later of seven years from the last appointment or until the client's 25th birthday. Your records are stored securely within Splose, our practice management system, on Australian servers in line with Australian Privacy Principles. You have the right to request access to your records at any time — please refer to our Privacy Policy for details on how to make a request, and what to expect in response.

6. Confidentiality and Privacy

Everything shared during your consultations is treated as strictly confidential and handled in accordance with our Privacy Policy and the Australian Privacy Principles. Information is collected solely to provide you with personalised care, and is stored securely within our clinical systems. There are limited circumstances in which your information may be shared without your explicit consent — for example, where we are required to do so by law, or where there is a serious and immediate risk to your safety or the safety of others. In all other circumstances, your information will only be shared with your prior knowledge and agreement. For full details on how we collect, use, store, and protect your information — including our use of third-party platforms and AI-assisted tools — please refer to our Privacy Policy, available at upbeetnutrition.com.au.

7. Consent for AI-Assisted Tools

As part of our commitment to high-quality, personalised care, AI-assisted tools may be used during or after consultations to support transcription, dietary analysis, or preparation of your nutrition action plan. Any AI-assisted output is reviewed by your dietitian before it informs your care — so there's always a human in the loop. Your clinician will seek your verbal consent before using any AI tools in your session, and you're welcome to decline or ask questions at any point without this affecting the care you receive. All tools used comply with Australian privacy obligations, and your information remains confidential and secure.

8. Changes in Your Health or Circumstances

Nutrition needs can shift significantly during the course of treatment or recovery — particularly in oncology care, where medications, procedures, or changes in your condition can all have a direct impact on what's safe and appropriate to recommend. We ask that you let your dietitian know as soon as possible if there are any significant changes to your health, medications, diagnoses, or other relevant circumstances between appointments, so that we can ensure your care remains appropriate and up to date. We also ask that the information you provide to us is as accurate and complete as you're able to make it. The quality of the care we can offer is directly shaped by what we know about your situation — so the more you're able to share with us, the better placed we are to help.

9. Resources and Materials

Nutrition action plans, handouts, and other resources provided to you through your consultations are prepared specifically for your individual needs and goals, and remain the intellectual property of Upbeet Nutrition & Dietetics. They're provided for your personal use — please don't reproduce or distribute them more broadly without our written permission, as what's right for your situation may not be appropriate for someone else's.

10. De-identified Case Studies and Professional Development

From time to time, de-identified client information — meaning information with all identifying details removed — may be used for professional development, supervision, education, or research purposes. This is standard practice in allied health and helps us continue to grow as practitioners and contribute to the broader field. No information that could identify you will ever be used or shared in this context without your explicit written consent. If you have any concerns about this, or would prefer your information not be used in any de-identified capacity, please let your dietitian know and we will note this on your file.

11. Limitation of Liability

Upbeet Nutrition & Dietetics is committed to providing evidence-based, high-quality care — and we take that responsibility seriously. That said, nutrition intervention is one part of a broader picture of health, and we are not able to guarantee specific clinical outcomes. Results depend on a range of individual factors, including your overall health status, treatment plan, adherence to recommendations, and how your body responds over time. Our recommendations are based on the best available evidence and the information you provide to us at the time of your appointment. We are not liable for outcomes that arise from inaccurate or incomplete information, or from changes in your circumstances that we were not made aware of.

12. Ending the Agreement

Either party may end this service agreement at any time. If you decide to discontinue your care with us, we ask that you let us know so we can ensure any outstanding clinical matters are appropriately wrapped up or referred on where needed. Upbeet Nutrition & Dietetics reserves the right to withdraw services in circumstances where the working relationship has broken down, where attendance or payment obligations have not been met consistently, or where continuing care would not be in the interests of either party. Where possible, we will always try to discuss concerns directly before reaching that point.

13. Concerns and Dispute Resolution

If something doesn't feel right — whether it's about a recommendation, an invoice, or the way a session was handled — please raise it with your dietitian directly in the first instance. We're committed to working through concerns openly and constructively, and most issues can be resolved with a straightforward conversation. If you don't feel comfortable raising it directly, or if a concern can't be resolved through discussion, you're welcome to contact Dietitians Australia or the Office of the Australian Information Commissioner (for privacy-related matters) for independent guidance. Details for both are available on our website and in our Privacy Policy.

This service agreement was last updated July 2026. By attending your appointment with Upbeet Nutrition & Dietetics, you confirm that you have read and understood this agreement. A copy is available on request at upbeetdietetics@gmail.com