Terms & Conditions
The Healing Collective 2026 Limited
Last updated: October 2026
These Terms & Conditions ("Terms") govern your use of the services provided by The Healing Collective 2026 Limited ("The Healing Collective", "we", "us" or "our").
By booking an appointment, purchasing a service, attending our clinic, submitting information to us, or otherwise using our services, you acknowledge that you have read and understood these Terms and agree to be bound by them, subject always to your rights under applicable New Zealand law.
1. About Our Services
The Healing Collective provides health and wellness services, including health consultations and intravenous (IV) therapy.
Our services are provided by appropriately qualified and authorised healthcare professionals within their relevant scope of practice.
All clinical services are subject to appropriate assessment and clinical judgement.
Information provided through our website, social media, email, educational materials or other communications is provided for general informational purposes only. It does not replace individual medical assessment, diagnosis, treatment or advice from an appropriately qualified healthcare professional.
2. Initial Consultation
An initial consultation may be required before certain services, including IV therapy, can be provided.
During a consultation, we may assess your medical history, current health, medications, supplements, allergies, relevant medical conditions, previous treatments and other information considered relevant to determining whether a service is appropriate.
You are responsible for providing complete, accurate and current information.
Providing incomplete, inaccurate or misleading information may affect our ability to safely provide services.
Completion of a consultation does not guarantee that treatment will subsequently be approved or provided.
Our healthcare professionals retain clinical discretion to determine whether a particular treatment is appropriate.
3. Medical Information & Disclosure
You must tell us about any information that may reasonably be relevant to your treatment.
This may include, but is not limited to:
Current or previous medical conditions
Allergies or previous adverse reactions
Current medications
Supplements or other substances being used
Pregnancy or breastfeeding where relevant
Recent medical procedures or hospital admissions
Changes in your health
Relevant test or investigation results
Any other information requested by our healthcare professionals
You must notify us of any material change in your health or circumstances between your consultation and treatment appointment.
We may request additional information, investigations, medical records or clearance from another healthcare professional before treatment proceeds.
4. Clinical Assessment & Right to Decline Treatment
Our healthcare professionals have the right and responsibility to exercise independent clinical judgement.
We may decline, postpone, modify or discontinue treatment where we reasonably consider that doing so is appropriate for your health, safety or wellbeing.
This may occur where:
A treatment is considered clinically unsuitable
Relevant medical information has not been provided
Your health circumstances have changed
Further assessment or information is required
A treatment presents an unacceptable level of risk
You are unable to provide appropriate informed consent
The healthcare professional considers another form of care more appropriate
Payment for an appointment or previous consultation does not create an entitlement to receive a particular treatment.
Where treatment cannot appropriately be provided, any refund or credit will be considered in accordance with our refund policy and applicable New Zealand law.
5. Informed Consent
Before treatment is provided, you will be given information reasonably necessary to make an informed decision about your care.
This may include information about:
The proposed treatment
Potential benefits
Potential risks and side effects
Relevant alternatives
Expected costs
Other information relevant to your decision
You have the right to ask questions and seek further information before consenting to treatment.
You may refuse treatment or withdraw your consent at any time, subject to any applicable legal or clinical requirements.
Nothing in these Terms is intended to limit your rights under the Code of Health and Disability Services Consumers' Rights.
6. Treatment Outcomes
Individual responses to healthcare treatments vary.
We do not guarantee that any particular treatment will produce a specific result, therapeutic effect or health outcome.
Any information regarding potential benefits, mechanisms of action, expected responses or outcomes is provided for informational purposes and should not be interpreted as a guarantee.
7. Risks & Adverse Reactions
All medical treatments may involve risks, including the possibility of side effects or adverse reactions.
Although reasonable precautions will be taken, not all risks can necessarily be eliminated.
You agree to promptly tell our healthcare team if you experience any concerning symptoms or adverse reactions during treatment.
If you experience symptoms after leaving the clinic that concern you, you should contact an appropriate healthcare professional and/or seek urgent medical attention where necessary.
8. Medical Emergencies
The Healing Collective is not an emergency medical service.
If you are experiencing a medical emergency, call 111 or attend your nearest emergency department.
Our services should not be used as a substitute for emergency medical treatment.
Where we consider that you require medical care beyond the services we provide, we may recommend or arrange referral to an appropriate healthcare provider or emergency service.
9. Appointments
Appointments must be booked through our approved booking system or directly through The Healing Collective.
You are responsible for ensuring that the information provided when making a booking is accurate.
Please arrive on time for your appointment.
Late arrival may reduce the amount of time available for your appointment or, where clinically necessary, result in the appointment being rescheduled.
10. Cancellations & No-Shows
We ask that appointments be cancelled or rescheduled with at least 24 hours' notice.
Appointments cancelled or rescheduled with less than 24 hours' notice may be subject to a cancellation fee or loss of any deposit paid.
Failure to attend an appointment without notice may result in the full appointment fee being charged.
We reserve the right to require prepayment or a deposit for future appointments where repeated cancellations or non-attendance have occurred.
Nothing in this section limits any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand legislation.
11. Fees & Payment
All prices are stated in New Zealand dollars unless otherwise specified.
Payment must be made using the payment method accepted by The Healing Collective.
Prices may change from time to time. The applicable price will be the price confirmed at the time of booking or purchase.
Where a deposit or prepayment is required, the applicable cancellation and refund terms will be communicated before payment is made.
12. Refunds
Any refund will be considered in accordance with our published refund policy, these Terms and applicable New Zealand law.
Nothing in these Terms is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded, restricted or modified, including applicable rights under the Consumer Guarantees Act 1993.
Where a service does not meet applicable legal guarantees, we will provide any remedy required by law.
13. Consumer Guarantees Act
Nothing in these Terms excludes, restricts or modifies any rights or remedies available to consumers under the Consumer Guarantees Act 1993, where that Act applies.
We will provide services with reasonable care and skill and otherwise comply with applicable statutory obligations.
Where there is an issue with a service, we encourage you to contact us promptly so that we can work with you to resolve the matter.
The Consumer Guarantees Act provides statutory guarantees for services and may provide rights to remedies where those guarantees are not met.
14. Privacy & Health Information
We take the privacy and security of your personal and health information seriously.
Your information will be collected, used, stored and disclosed in accordance with applicable New Zealand privacy legislation, including the Privacy Act 2020 and Health Information Privacy Code 2020, where applicable.
We may collect and use personal and health information for purposes including:
Providing healthcare services
Assessing your suitability for treatment
Maintaining clinical records
Managing appointments
Processing payments
Communicating with you
Coordinating care with other healthcare providers where appropriate
Meeting legal, regulatory and professional obligations
Managing complaints, incidents and quality assurance
Where permitted or required by law, information may be disclosed to relevant third parties.
Further information is provided in our Privacy Policy.
15. Medical Records
We will maintain appropriate records relating to the services we provide.
Clinical and health information will be retained and managed in accordance with applicable legal, regulatory and professional requirements.
You may have rights to access or request correction of personal and health information held about you, subject to applicable law.
16. Third-Party Services & Technology
We may use third-party service providers to support the operation of our business, including booking systems, payment providers, telehealth services, electronic health records, communication services and other technology platforms.
Where third-party providers process personal or health information on our behalf, we will take reasonable steps to ensure that appropriate privacy and security requirements are addressed.
Third-party services may have their own terms and privacy policies, which may also apply to your use of those services.
17. Communications
By providing your contact details, you agree that we may contact you regarding:
Appointments
Treatment and healthcare administration
Payments
Follow-up relating to services you have received
Important changes to our services
Other communications reasonably necessary to administer your care
Marketing communications will be handled in accordance with applicable New Zealand law and you may unsubscribe from marketing communications where applicable.
18. Complaints & Feedback
We take complaints and concerns seriously.
If you are unhappy with any aspect of our service, we encourage you to contact us so that we have an opportunity to understand and address your concerns.
Nothing in this section prevents you from exercising any rights you have under the Code of Health and Disability Services Consumers' Rights, including your right to make a complaint to an appropriate external body.
The Code provides consumers with a specific right to complain about health and disability services.
19. Client Behaviour
We are committed to providing a safe, respectful and professional environment.
We reserve the right to take reasonable steps where a person's behaviour presents a risk to staff, healthcare professionals, other clients or property.
Threatening, abusive, discriminatory, harassing or violent behaviour will not be tolerated.
Where appropriate, we may refuse or discontinue non-emergency services and may refer matters to the appropriate authorities.
Nothing in this section affects a person's statutory rights as a health or disability services consumer.
20. Website Information
We make reasonable efforts to ensure that information published on our website is accurate and current.
However, information may change and we do not guarantee that website content will always be complete, current or free from error.
Website information should not be relied upon as a substitute for personalised clinical assessment or medical advice.
We reserve the right to amend, remove or update website content at any time.
21. Intellectual Property
Unless otherwise stated, content on our website, including text, photographs, graphics, logos, branding, videos and other materials, is owned by or licensed to The Healing Collective 2026 Limited.
You may not reproduce, modify, distribute, publish or commercially exploit our content without our prior written permission, except where permitted by law.
22. Website Use
You agree not to:
Use our website for unlawful purposes
Attempt to gain unauthorised access to our systems
Interfere with the operation or security of our website
Introduce malicious software or code
Misuse our booking or payment systems
Submit information that is knowingly false or misleading
We may restrict or suspend access to our website where reasonably necessary to protect our systems, business or users.
23. Limitation of Liability
To the maximum extent permitted by law, The Healing Collective 2026 Limited will not be liable for loss or damage arising from your use of our website or services where such loss or damage is not reasonably foreseeable or is caused by circumstances outside our reasonable control.
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.
Nothing in these Terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, restricted or modified under New Zealand law.
24. Events Outside Our Reasonable Control
We will not be responsible for delay, cancellation or inability to provide services where this is caused by circumstances reasonably outside our control.
This may include, where applicable:
Natural disasters
Epidemics or pandemics
Power or telecommunications failures
Equipment failure
Supplier or medication shortages
Government action or regulatory changes
Industrial disputes
Serious illness or unexpected unavailability of healthcare professionals
Other circumstances beyond our reasonable control
Where this occurs, we will take reasonable steps to minimise disruption and, where possible, offer an alternative appointment.
25. Changes to These Terms
We may update these Terms from time to time to reflect changes to our services, business practices, technology or legal requirements.
The current version will be published on our website.
Where a change materially affects an existing booking or service, we will take reasonable steps to communicate the change where appropriate.
26. Severability
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or removed to the extent necessary, and the remaining provisions will continue to apply.
27. No Waiver
If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce that provision in the future.
28. Entire Agreement
These Terms, together with any applicable booking conditions, consent forms, policies and other documents expressly incorporated into them, form the agreement between you and The Healing Collective in relation to the relevant services, subject to any rights and obligations imposed by law.
Where there is an inconsistency between these Terms and a mandatory legal requirement, the legal requirement will prevail.
29. Governing Law
These Terms are governed by the laws of New Zealand.
Any matter arising in connection with these Terms or our services will be subject to the applicable laws and jurisdiction of New Zealand.
30. Your Statutory Rights
Nothing in these Terms is intended to remove, reduce or restrict any rights you have under New Zealand law.
This includes, where applicable, rights under the:
Health and Disability Commissioner Act 1994
Code of Health and Disability Services Consumers' Rights
Privacy Act 2020
Health Information Privacy Code 2020
Consumer Guarantees Act 1993
Fair Trading Act 1986
Any other applicable legislation, regulations, professional standards or codes
Where a provision of these Terms conflicts with a mandatory legal or regulatory requirement, the mandatory requirement will prevail.
31. Contact
If you have questions about these Terms & Conditions, our services or your rights as a client, please contact:
The Healing Collective 2026 Limited
New Zealand
Last updated: October 2026