Terms and Conditions
These Terms and Conditions (T&Cs) govern all services provided by Provenance Early Parenting Support and apply to all transactions with the Provenance Early Parenting Support, and use of the Website provenanceearlyparenting.au, our related online Pages’ (such as TikTok, Facebook or Instagram) and clinical services (Services), and regulate your use of the same. By using any of our Services, you agree to enter into a binding agreement with Provenance Early Parenting Support (PEPS) and are deemed to have agreed to these terms and conditions set out below.
If you do not agree with these terms and conditions, do not use the website or Services. Provenance Early Parenting Support may terminate or restrict your use of the Website, related online Pages’ or Services at any time.
Website and Online Platforms
The information provided on the Provenance Early Parenting Support website www.ProvenanceEarlyParenting.au or related online Pages’ is general information related to the Services provided by Provenance Early Parenting Support. Information is published in good faith and for general information purposes only and does not constitute advice to you and must not be relied upon in the absence of seeking individual medical advice, diagnosis or treatment.
The Website or related online Pages’ accuracy or completeness are not guaranteed, and the content is subject to change. Links or references to other third-party websites or organisations provided are outside the control of Provenance Early Parenting Support and it does not constitute endorsement of those websites or organisations nor take any responsibility for any of their content. To the maximum extent permitted by law, all liability for any loss or damage of any kind arising out of or in connection with your use of the Website and related online Pages’ or their content is excluded.
Whilst all care is taken to protect your information, please be aware that it is possible for electronic information submitted through our Website or email systems to be intercepted. Provenance Early Parenting Support does not warrant that payments are secure and hereby excludes all liability for any loss arising due to cybercrime or failure of computer systems. Provenance Early Parenting Support utilises securement payments through Square Up at https://provenance-early-parenting-support.square.site/ and do not have access to your personal credit card details, with further information regarding their policies available on their website. You take full responsibility for any information or payments received or sent electronically through this Website or our email system.
Clinical Services
Provenance Early Parenting Support provides child health and early parenting support services through virtual, telehealth and in person clinical consultations to assist families based in Australia in meeting their identified health and wellbeing goals for their child. Services are provided in accordance with the requirements of the Nursing and Midwifery Board and the Australian Health Practitioner Regulation Agency (AHPRA) and their standards and codes of conduct for Registered Nurses. Services are provided in line with current established Australian health guidelines and are provided to you with an understanding and agreement by you to follow to these, including Red Nose Australia’s safe sleep guidelines and recommendations for reducing the risk of Sudden Unexpected Death in Infancy (SUDI), also referred to as SIDS.
Provenance Early Parenting Support cannot carry out medical assessment of your child. If you suspect that your child is unwell you should contact your GP, Paediatrician or nearest emergency department for further assessment and advice. Provenance Early Parenting Support do not provide services within a midwifery capacity and happily provide Services to families once they are discharged from any relevant midwifery services that the family have engaged with postnatally. Provenance Early Parenting Support will provide Services in the immediate postnatal period where families remain only under the care of a medical provider, such as Obstetrician or GP.
Services are set out on the Website and require pre-booking for a specific date and time (Appointment) that is mutually agreeable. Appointment times, duration, and details of the Services to be provided and fees payable shall be provided as set out by Provenance Early Parenting Support in its absolute discretion. Provenance Early Parenting Support is under no obligation to offer an Appointment, or subsequent Appointments, and reserves the right to cancel an Appointment at any time.
The efficacy of the Services provided is always dependent on your full engagement and disclosure of all relevant information relating to your child and family circumstances to Provenance Early Parenting Support. By engaging our Services, you agree to fully disclose and answer all questions asked as fully as possible. Failure to fully disclose any information requested by Provenance Early Parenting Support or changes in this information during our time working together may affect the accuracy of assessments or efficacy of the Services provided, and Provenance Early Parenting Support accepts no responsibility in that regard.
Sleep Support Services
Sleep Support packages are not a one size fits all and relies on open and honest communication from you about your situation to maximise accuracy and efficacy of our recommendations. Making positive sleep changes takes time, particularly with gentle approaches, and you need to be able to logistically commit to a 2-week period of consistent implementation of recommended strategies. The 2 weeks must be consecutive and not broken by travel or significantly disruptive family life events whilst you are engaging our support. Regular family activities and outings across this period are fine to continue with.
Certain medical conditions can significantly impact sleep, such as acute illness, OSA, ASD, ADHD, iron deficiencies, un-treated reflux or allergies / intolerances, or significant feeding issues etc. We will work with you to ensure we establish realistic goals for your child’s sleep in partnership with your healthcare providers. Provenance Early Parenting Support reserve the right to put support on hold when a medical condition is affecting sleep or is yet to be diagnosed. This may also extend to concerns arising with parental health and wellbeing.
Whilst we do not use Cry It Out (defined as leaving your baby in their room alone to cry until they fall asleep), we cannot guarantee Silent Settling or no crying as this is your baby’s own behaviour and ways of communicating their emotions and feelings. We will always endeavour to ensure that your preferred sleep approaches are utilised where this is assessed as conducive for your child’s age, development and their personality and temperament and will explore this with you as clinically required.
Payments and Refunds
Payments for each Service must be paid in full at time of booking a Service. Scheduled Appointments are not guaranteed until payment is received. The fee for each Service, as stated on the Website, is subject to change and are accepted by you making a booking for an Appointment. Travel charges are set as the first 25km FREE, 95c per KM thereafter is added to your Service fee. Any additional Service fees payable at the time-of-Service delivery because of additional time requirements are immediately due and payable.
Services once purchased must have the Appointment (or initial Appointment for packages) occur within 8 weeks of payment date, inclusive of rescheduling requests by you. Rescheduling of Appointments by Provenance Early Parenting Support will extend this timeframe as appropriate. Appointments not completed within this timeframe may result in a 50% refund and no Appointment.
Where you require rescheduling of your Appointment, all efforts will be made to assist you in identifying a mutually agreeable alternative Appointment. If you are requesting to reschedule within 3 days of your appointment, an additional 10% administration fee may be applied to your Service fee to cover clinical operating expenses.
If you cancel an Appointment with 3 days or less notice then no refund will be given. Cancellations up to 3 days prior to your Appointment may be subject to a 10% administration fee of the booked Services to cover clinical operating expenses. Our extended support package Appointments are to be used within the respective timeframes of 3 months and 6 months. Refunds are not issued for these packages if you simply choose not to schedule remaining Appointments due to change of mind or logistical issues with scheduling.
Refund requests relating to Sleep Packages must be received in writing within 2 days of completing the full 2-week support period. Requests must provide sufficient evidence of negligence or failure to make any positive progress towards the mutually agreed sleep goals. Refunds are not issued due to change of mind, inconsistency in following advice, or logistical inability to implement advice provided. You must have consistently followed our advice and actively engaged with our ongoing support for two weeks consecutively before we will consider issuing a refund. Sleep package refunds may be subject to a 10% administration fee of the Service to cover clinical operational expenses, such as electronic payment fees and processing times.
Consideration of a full or partial refund or waiver of rescheduling administrative fees for Services may be given in extenuating circumstances and will be assessed on a case-by-case basis at the discretion of Provenance Early Parenting Support.
Privacy Policy
Provenance Early Parenting Support complies with all applicable legislation and regulations with respect to your privacy. All personal information (including but not limited to name, telephone number, address, e-mail address, date of birth etc) (Personal Information) that you voluntarily provide will be used by Provenance Early Parenting Support only in connection with providing information or Services to you.
Personal Information may be disclosed to other organisations which contract with Provenance Early Parenting Support, who will be bound by these Terms and Conditions, in connection with providing Services to you. Personal Information will not be disclosed to any third party without your consent unless required to do so by law.
Deidentified information relating to your child and family may be utilised for clinical case studies purposes by Provenance Early Parenting Support unless we are otherwise advised in writing by you not to.
Provenance Early Parenting Support may contact you via email in the future to advise you about Services or changes to these Terms and Conditions. You may opt out of future contact from us at any time, but please allow approximately 30 days for this to be fully actioned.
Intellectual Property
The content of the Website and Services are subject to copyright and other intellectual property laws internationally and within Australia and must not be reproduced without the written consent of Provenance Early Parenting Support. On the provision that there is acknowledgment of Provenance Early Parenting Support and a link to our Website, you may link to our content or repost our content.
By voluntarily providing any content to Provenance Early Parenting Support such as photographs, testimonials or reviews you grant Provenance Early Parenting Support non-exclusive, royalty-free, irrevocable license to use, copy, modify, adapt, transmit, distribute, publicly perform or display such materials on our Website and other forms of media without expectation of owing compensation to you.
Governing Law and Indemnification
These Terms and Conditions are governed by and construed in accordance with the law of the State of Queensland. You submit to the jurisdiction of the courts of Queensland in relation to any dispute arising from these Terms and Conditions or the provision of Services to you. Provenance Early Parenting Support are covered by professional indemnity and public liability insurance.
Changes to our T&Cs
Changes to these Terms and Conditions will be updated on the Website noting the modification date. Changes will only apply to Services or information collected after the date of the change.