Consultation Service’s Process, Terms & Conditions

CONSULTATION SERVICE’S PROCESS, TERMS & CONDITIONS

The process, terms and conditions listed below govern the services programme provided by Diet Ideas Sdn. Bhd. and as purchased by the client. These item are outlined as below :

1. CONSULTATION PROGRAMME DETAILS

The programme will contain the details as outlined for the package purchased.

2. CONSULTATION PROGRAMME SET-UP

Upon confirmation of purchase from Client, the Case Manager will call (and message if deemed appropriate) the Client to set up the consultation programme. The call will be made for the following reasons :

To inquire, or to reconfirm the Client’s basic background and details as required
To brief, or to re-brief the details and process of the programme
To set up the consultation on a date and time. If the first session is requested to be on
off-working hours, a 1-day period is needed to set-up the consultation time. Further term is detailed in (6) CONSULTATION TIME AND DURATION below.
To inquire whether the Client prefer to start right away or after the DNA test result comes out (if applicable)
To set up the sampling of blood and DNA on a later date and time (if applicable)

3. BLOOD TEST RESULT

The blood test result will be available for viewing after at least 2 working days. Once the blood test result is out, the Case Manager will email the blood result to the Client and the review and application of the blood test will be done during the next Dietitian’s/Nutritionist’s consultation.

4. DNA TEST RESULT AND NUTRIGENOMIC CONSULTATION

The DNA test result will be available for viewing after at least 18 working days to 30 working days. Once the DNA test result is out, the Case Manager will email the DNA test result to the client. The Case Manager or Dietitian/Nutritionist in-charge will arrange an agreed time and date for the Nutrigenomic Consultation with our Nutrigenomic Expert (if applicable).

The review of the DNA test result will be done during the Nutrigenomic Consultation, which is subjected to (6) CONSULTATION TIME AND DURATION and (9) CONSULTATION RESCHEDULE POLICY.

The set up of the nutrigenomic consultation will be done once the DNA Test Result comes out, and will require 7 days of preparation from the Nutrigenomic Expert side. The nutrigenomic consultation is only valid within 1 month after the DNA Test Result is given to the Client.

5. CONSULTATION MODE

For the Virtual package, the default medium would be through Google Meet. However, other virtual medium can also be used as agreed by both Dietitian/Nutritionist and Client.

Additionally for Virtual package, the Client may opt to come to our Centre for a physical consultation. However, please inform the Case Manager or the Dietitian/Nutritionist 2 days in advance for the physical consultation at our Centre.

6. CONSULTATION TIME AND DURATION

The consultation time is to be set between Monday to Friday, between 9.30am to 5.30pm, with the exception of Nutrigenomic Session which will be adjusted accordingly. Should there be a need for consultation at non-working hours, an agreement has to be achieved between both Dietitian/Nutritionist and Client.

The initial consultation (Nutritional Assessment) will have an average and max duration of 1 hour, while the subsequent consultation will have an average duration of 45 minutes, with a max of 1 hour. However, the duration may be different depending on the needs and discussion of both parties, up to the limit duration.

The consultation waiting period is ONLY 10 minutes without notice. Once 10 minutes has passed, the consultation is considered as defaulted and subjected to reschedule as per (9) CONSULTATION RESCHEDULE POLICY as below. Should the client require further time to start the consultation, the client may notify before the session starts or during the 10 minute waiting period.

7. CONSULTATION PROGRAMME PROGRESSION

The consultation programme will progress as outlined in the Programme Outline, except for rescheduling per (9) CONSULTATION RESCHEDULE POLICY. For Client that may have to put their programme on hold, please refer to the item (8) CONSULTATION PACKAGE VALIDITY below. For Client that pays by installment, the consultation programme will progress as per amount paid in relation to the duration of the programme.

For example, paying only 50% for a 3 Months Basic programme will only enable the programme to proceed for one month. Other examples may follow with the closest value taken for the evaluation.

8. CONSULTATION PACKAGE VALIDITY

The Client may withhold to start the programme later under a fixed period of time as follow :

For a 1 month package, the validity period of the package is 3 months, effective on the payment date
For a 3 months package, the validity period of the package is 6 months, effective on the payment date

For those that opt to start the programme after the blood test or DNA test results come out, the validity period will start on the day of the result.

However, once the programme starts, it is to be finished within the duration of the purchased package to ensure compliance and rigidity of outcome. Delaying or holding the programme is not doable.

For any timing issues, Client may opt for reschedule. Please read through the (9) CONSULTATION RESCHEDULE AND POLICY below for the details.

9. CONSULTATION RESCHEDULE POLICY

The Client may reschedule the consultation with the Dietitian/Nutritionist under the following terms in according to working hours (9.30am – 5.30pm; 4.30pm is the last slot)

For consultation on working hours

The Client may only reschedule one consultation only once and on the same week. Should the rescheduled session fail, or if there is no rescheduling, the programme will move on towards the next consultation and the initial consultation is considered as defaulted or dismissed.
The next consultation afterward will also be subjected to the same term.
The Client may reschedule the consultation to non-working hours as agreed by Dietitian/Nutritionist. For this, the Client should make a notice 2 days in advance from the time of consultation.

For consultation on non-working hours

The Client may only reschedule one consultation only once and on the same week. Should the consultation pass by without any reschedule, or should the rescheduled session fail (i.e not turning up), the programme will move on towards the next consultation and the failed consultation is considered as defaulted or dismissed.
The next consultation afterward will also be subjected to the same term.
The rescheduling must be done during the working hour before the time of consultation (it can be a day or more before). Should the term failed to be meet (i.e rescheduling done after working hours on the day of consultation), the programme will move on towards the next consultation.
The next consultation afterward will also be subjected to the same term.
The Client may reschedule the consultation to working hours as agreed by Dietitian/Nutritionist.

For nutrigenomic consultation

The Client may only reschedule once. Should the rescheduling fails (i.e not turning up for the 2nd session), the consultation is considered as defaulted or dismissed.

10. CONSULTATION PRIVACY POLICY

The exchange of information, including but not limited to typed chats, voice call, screenshot, knowledge, education materials, pictures and update) between the Client and theDietitian/Nutritionist is subjected to confidentiality and privacy (i.e not to be shared to a third party). However, should there be a need to share, a consensual agreement has to be achieved between both parties.

Diet Ideas Sdn. Bhd may use the information regarding the Client’s basic background and progress for promotion, marketing, analysis and or/and anything deemed appropriate without revealing the name, location, occupation or/and anything deemed inappropriate.

11. REFUND POLICY

There is NO REFUND for the consultation programme, EXCEPT in cases where there's misconduct on our expert side as pertain to the programme content. This refund will be done prorated and the Client have to notify and provide proof of misconduct to our Case Manager.