Legal and Compliance
Safe, responsible, and regulated care.
At Cellara, all services are delivered by appropriately trained professionals working within their scope of practice.
We operate in accordance with New Zealand healthcare regulations, professional standards, and ethical guidelines. Our approach is grounded in safe, responsible, and evidence-informed care, with a strong commitment to protecting the wellbeing, privacy, and dignity of every person we support.
Medical Information
Information provided by Cellara - whether on this website, in written materials, or during education sessions - is intended for general educational purposes.
It is not designed to replace professional medical advice, diagnosis, or treatment.
Individual care decisions should always be made in consultation with a qualified healthcare professional who understands your specific health history and circumstances.
Cellara does not provide emergency medical services.
If you require urgent medical attention, please contact your GP, local emergency services, or dial emergency services immediately.
Scope of Services
Cellara provides a ra nge of health services designed to support safe, personalised care. These may include:
Medical consultations
Functional or diagnostic testing
Wellness and recovery therapies
Health education and guidance
Preventive and lifestyle-based health support
All recommendations are made following appropriate clinical assessment and are tailored to individual needs, safety considerations, and professional judgement.
Not all services are appropriate for every person.
Participation in any service is based on informed discussion, clinical suitability, and individual consent.
Professional Standards and Safety
We are committed to maintaining high standards of clinical practice, safety, and professional conduct.
This includes:
Practising within professional scope and regulatory requirements
Following evidence-informed clinical principles
Maintaining professional registration and ongoing education
Prioritising safety, ethical care, and clear communication
Referring to other healthcare providers when clinically appropriate
Where necessary, we may recommend additional medical review, investigations, or referral to another health professional to ensure safe and coordinated care.
Privacy and Confidentiality
Your personal and health information is handled with the highest level of care and confidentiality.
We collect, store, and use information only for purposes directly related to your care, safety, and service delivery.
All personal and health information is managed in accordance with:
The New Zealand Privacy Act 2020
The Health Information Privacy Code
Relevant healthcare and professional standards
Information may be shared with other healthcare providers involved in your care when clinically appropriate, or where required by law.
We implement appropriate safeguards to protect your information from unauthorised access, loss, or misuse.
You have the right to:
Access your personal health information
Request corrections to your records
Understand how your information is used and stored
Communication and Continuity of Care
We aim to provide clear, timely communication and coordinated care.
After consultations, clients may receive written summaries or guidance outlining recommendations and next steps. Follow-up care may be recommended depending on individual clinical needs.
While we are committed to supporting continuity of care, medical consultations cannot be conducted via email or messaging platforms. Where further assessment or discussion is required, a formal consultation may be recommended.
Safety and Risk Management
Client safety is a core priority.
In situations where there is a serious and immediate risk to a person’s safety or the safety of others, relevant information may be shared with appropriate healthcare professionals or emergency services in accordance with legal and professional obligations.
We maintain internal processes to support safe practice, quality improvement, and responsible service delivery.
Ethical and Responsible Care
At Cellara, we believe healthcare should be delivered with integrity, transparency, and respect.
We are committed to:
Providing care that is safe, respectful, and evidence-informed
Supporting informed decision-making
Setting realistic expectations about outcomes
Protecting client privacy and confidentiality
Acting in the best interests of those we serve
Every person’s health journey is unique, and outcomes may vary depending on individual circumstances, health status, and engagement with care.
Questions or Concerns
If you have questions about our services, policies, or how your care is delivered, our team is always happy to provide clarification.
We welcome open communication and are committed to addressing concerns promptly and respectfully.
Terms and Conditions
Cellara
Cellara is a private health service dedicated to delivering safe, responsible, and personalised care. Our services support individuals across a range of health concerns, including metabolic health, hormone health, fatigue, stress, recovery, and preventative care.
Our approach may include clinical assessment, health education, diagnostic testing, lifestyle guidance, and wellness-based services delivered by appropriately trained professionals working within their scope of practice.
Services may be delivered in person or via telehealth, depending on availability and clinical suitability.
Please note that Cellara does not provide emergency medical services.
For urgent medical concerns, please contact your GP or emergency services immediately.
1. Introduction
These Terms and Conditions apply to all clients receiving services from Cellara.
By engaging with Cellara, booking an appointment, or participating in services, you agree to be bound by these Terms and Conditions.
If you do not agree to these Terms and Conditions, you should not proceed with services.
2. Definitions
In these Terms and Conditions:
Cellara
means the health service provider delivering consultations, guidance, therapies, and related services.
Client
means the individual receiving services from Cellara.
Services
means consultations, assessments, testing, therapies, education, and related health support services provided by Cellara.
Consultation Rate
means the fee charged for services, inclusive of GST unless otherwise stated.
Cancellation Fee
means the applicable fee charged for late cancellation or missed appointments.
3. Scope of Services
Cellara provides a range of services designed to support safe, individualised care.
Services may include:
Medical consultations
Health and lifestyle consultations
Functional or diagnostic testing
Wellness and recovery therapies
Health education and guidance
Preventive health support
All services are delivered based on professional judgement, clinical assessment, and individual suitability.
Participation in services is voluntary and based on informed discussion and consent.
4. Fees and Payments
Full payment for services is required at the time of booking unless otherwise agreed.
Accepted payment methods may include:
Credit or debit card
Electronic bank transfer
Approved payment platforms
Cash and cheque payments may not be accepted.
All fees include GST unless otherwise stated.
Additional services - including prescriptions, testing, reports, or specialised services - may incur additional fees.
Payment for invoiced services is due within the timeframe specified on the invoice.
Outstanding accounts may result in:
Suspension of services
Referral to a debt collection agency
Recovery of associated costs
Interest may be charged on overdue accounts in accordance with applicable law.
5. Cancellation and Missed Appointments
We ask that you provide at least:
48 business hours' notice
if you need to cancel or reschedule an appointment.
This notice period excludes weekends and public holidays.
If adequate notice is provided:
You may be eligible for a full refund or rescheduling.
If insufficient notice is provided:
A cancellation fee of up to:
50% of the consultation fee
may apply.
Missed appointments without notice may result in forfeiture of fees paid.
We understand that unexpected situations occur and will consider individual circumstances where appropriate.
6. Communication
Clients may book services through secure booking systems, email, or telephone.
You may be asked to provide personal and health information to support safe and appropriate care.
Following consultations, you may receive written summaries or guidance outlining recommendations and next steps.
Please note:
Medical consultations cannot be conducted via email or messaging platforms.
Where further clinical discussion is required, a formal consultation may be recommended.
7. Privacy and Personal Information
Your privacy is a core priority.
Personal and health information is collected, stored, and used only for purposes directly related to:
Providing safe care
Coordinating services
Meeting legal and professional obligations
Information is handled in accordance with:
The New Zealand Privacy Act 2020
The Health Information Privacy Code
Relevant healthcare regulations
Information may be shared with:
Healthcare providers involved in your care
Laboratories or pharmacies
Relevant authorities where required by law
You have the right to:
Access your personal information
Request correction of inaccurate information
Understand how your information is used
8. Safety and Emergency Situations
Cellara does not provide emergency medical services.
If we identify a situation where there is a serious and immediate risk to your safety or the safety of others, relevant information may be shared with appropriate healthcare professionals or emergency services in accordance with legal and professional obligations.
9. Professional Standards
All services are delivered by appropriately trained professionals working within their professional scope of practice.
We are committed to:
Safe and ethical care
Evidence-informed practice
Clear communication
Respect for client dignity and privacy
Referral to other providers when clinically appropriate
10. Disclaimer
Engagement with Cellara services is undertaken at your own discretion.
While we aim to provide safe, responsible, and evidence-informed care, outcomes may vary depending on:
Individual health status
Medical history
Lifestyle factors
Engagement with recommended care
No specific outcomes or results can be guaranteed.
11. Limitation of Liability
To the fullest extent permitted by law, Cellara is not liable for:
Indirect or consequential loss
Delays outside reasonable control
Outcomes influenced by factors beyond professional control
Nothing in these Terms limits rights provided under New Zealand consumer protection or healthcare legislation.
12. Referrals and Prescriptions
Where clinically appropriate:
Referrals may be made to other healthcare providers
Prescriptions may be issued
Further investigations may be recommended
Relevant information may be shared with pharmacies, laboratories, or healthcare providers to support safe care.
13. Complaints and Feedback
We are committed to providing safe, respectful, and professional care.
If you have concerns about our services, we encourage you to raise them with our team as soon as possible.
We aim to:
Acknowledge complaints promptly
Investigate concerns fairly
Provide a timely response
If you are not satisfied with the outcome, you may contact:
Health and Disability Commissioner
Privacy Commissioner
Health and Disability Advocacy Service
14. Changes to Services or Terms
Cellara may update services, pricing, policies, or these Terms and Conditions from time to time.
Where changes occur, updated Terms will be made available on our website.
Continued use of services indicates acceptance of the updated Terms.
15. Governing Law
These Terms and Conditions are governed by the laws of New Zealand.
Any disputes will be subject to the jurisdiction of New Zealand courts.