Terms and Conditions

Tell you who we are and what we do.

Provide some important health-related information.

Set out other (non-privacy related) terms on which we will deal with you, including the terms upon which we supply meals.

An associated document – the Kinela Privacy Policy – tells you how and when we will collect, use and disclose personal information about you.

Who is Kinela?

We are Well Movement Pty Limited ABN 92 601 713 517 trading as Kinela, an Australian owned and managed business.

Kinela is radically changing healthcare for people with disability, chronic health conditions and older Australians.  With our individualised health programs, digital platforms and team of healthcare experts, we are making healthcare more affordable and easier to access, for the people who have the most to gain.

We are advocates for prevention before cure. By championing long-term behavioural change, and by helping our clients to learn about their health, we are putting individuals in the driving seat.

We’re proud to be a force for good. We are a Certified B Corporation, a business that works for both profit and purpose. 

What is our service?

  • Kinela empowers you to take control of your health outcomes
  • Set your goals and be supported along your journey
  • Whatever your goals are, your expert health coach will design a solution for your needs. You will be equipped with the skills and knowledge you need to
  • Individualised health programs
  • Healthcare should be as individual as you are. That’s why our team of dietitians, occupational therapists and speech pathologists tailor our skill-building programs for your specific needs.
  • Meals made for you
  • Planning your meals is a collaboration with dietitians and nutritionists. Your meals are carefully prepared and balanced based on your health needs and personal preferences – and delivered to your door.

How do I place orders and make payments?

You may place an order with us at any time.

Orders may be placed for one-off (weekly) orders or can be in the form of a continuous weekly subscription. If you request and we accept an order for weekly meals, that order will continue until you give us reasonable prior notice that you don’t want the order to continue. Because we order ingredients for meals in advance, generally we need prior notice of at least two days (prior to delivery date) to cancel a continuing order.

Your order is only confirmed when you receive an order confirmation and a payment confirmation from us.

We reserve the right to amend or refuse the sale if payment is not cleared prior to delivery day.

Please note that our prices may alter from time to time but we will not charge you more than the prices as displayed on our website, at the time that your individual order is placed and processed. We will provide notice of any price on our website.

Delivery or service charges may apply, but only if these are clearly notified to you before your order is confirmed.

We accept certain debit and credit cards and alternative payment methods as notified on our website from time to time.

Your payment method will be charged in advance for the full value of the total order prior to the order cycle: for example, for weekly orders, weekly in advance.

Is the Kinela service suitable for me?

Results may vary. Exercise and a healthy diet are necessary for all individuals. Please consult your healthcare professional before beginning any diet or fitness regime to ensure that you know your current health condition and/or any allergies or restrictions that may be appropriate for you. You should immediately seek attention from your doctor or an appropriate allied health professional if there are any unanticipated changes to your health or wellbeing at any time that may be related to your dietary regime.

Different individuals digest foods in varying rates. Information that we provide is based upon test results that are averaged across groups of individuals. You may not conform to the average and you should stay mindful that your individual conditions may be different to an average individual.

No information that we provide is intended to be used as medical advice or to diagnose, treat, cure or prevent any medical condition (including any mental health conditions) or for any therapeutic purposes. Before relying on information that we provide, you should consider the relevance of this information to your health condition and individual circumstances and obtain appropriate advice from your doctor or allied health professional.

Nutritional information provided by us is taken from sources provided by third parties including the Food Standards Australia New Zealand (FSANZ) food composition database available here (AUSNUT2011-2013), the Glycemic Index Foundation’s compilation of glycemic index (GI) and glycemic load (GL) values for foods recorded in the GI Database in AUSNUT2011-2013, and Recipe Categories and Recipe Criteria developed by the Glycemic Index Foundation. Before relying on any nutritional information, you should carefully evaluate the accuracy, completeness and relevance of this information for your purposes, and consider the need to obtain appropriate expert advice relevant to your circumstances. Food Standards Australia New Zealand endeavours to ensure the quality of information in AUSNUT2011-2013 but FSANZ, the Glycemic Index Foundation and other third party providers of nutritional information exclude any statement or warranty that the information is free from error or suitable for your purposes and any other liability arising out of your reliance upon information supplied by them. We also rely upon this information, and to the extent permitted by law (and in particular the Australian Consumer Law) we limit our liability to you arising out of our reasonable reliance faith upon information provided to us by third party providers of nutritional information including FSANZ and the Glycemic Index Foundation.

There are also limitations associated with food composition databases. Nutrient data published in a database such as AUSNUT2011-2013 may represent an average of the nutrient content of a particular sample of foods and ingredients, determined at a particular time. The nutrient composition of foods and ingredients can vary substantially between batches and brands because of a number of factors, including changes in season, changes in formulation, processing practices and ingredient source.

While most of the data contained in AUSNUT2011-2013 are generated from analysed values, some of the data are borrowed from overseas food composition tables; supplied by the food industry; taken from food labels; imputed from similar foods; or calculated using a recipe approach.

Our use of the Glycemic Index Foundation Recipe Mark, Australian certification trade mark application number 1729970, is pursuant to a licence from the Glycemic Index Foundation. You are not authorised to make any use of that mark.

Links to other websites

Sometimes our website contains links to other websites. The content of those websites may have changed since we provided that link. We are not responsible for what is said or available at that linked site. When you access a website other than our website, we are not responsible for the terms or privacy practices of that site. We recommend that you review the terms and privacy policies of each website you visit.

How to contact us

If you:
(a) have a query in relation to these Kinela Terms; or
(b) would like to make a comment or complaint about service,
please contact us using the details below.

A: Suite 101, Level 1, 72-80 Cooper St Surry Hills NSW 2010
E: [email protected]
T: 1800 448 100

If you wish to make a complaint about an alleged breach of privacy laws, we ask that you send us your complaint in writing to the email address listed above. We endeavour to respond to complaints within a reasonable period (usually 30 days). If you are not satisfied with our response, you may make a complaint to the Office of the Australian Information Commissioner by phoning 1300 363 992 or by email at [email protected]

We are Well Movement Pty Limited 92 601 713 517 trading as Kinela.

Dietitian Coaching Terms and Conditions

What we ask from you?

Please let us know if:

  • there are any changes to your funding or plan
  • you are unable to attend an appointment with as much notice as possible. Our cancellation terms are listed below.

Your Code of Conduct and Safety

We expect that our clinicians are treated with dignity and courtesy.

Our clinicians have the right to work in a safe workplace, which includes your home. This means:

  • No alcohol consumption during or 2 hours prior to our staff visiting
  • No smoking
  • No discrimination based on gender, ethnicity, sexual orientation, nationality or religion
  • No aggressive or threatening behaviour
  • Dogs and other animals must be locked away for the duration of the visit
  • Your home must be kept in good repair- broken steps must be repaired, lights in good working order especially in dark areas
  • If your clinicians are using equipment e.g. a cooking lesson, equipment must be in good working order.

Cancellation policy

We understand that schedules change and people get sick. We do our best to accommodate changes to appointments but reserve the right to apply our cancellation policy. We always ask for 2 business days’ notice of cancellations or reschedules. If we are unable to fill the appointment by another client, our cancellation policy may apply as contained within our service agreement and in line with the NDIS price guide.

Travel terms

Please note that for all service agreements signed from July 1 2018, where applicable, travel will be billed according to NDIS guidelines. As a registered NDIS provider, Kinela will claim up to 20 minutes of time against the appointment at the hourly rate, or up to 45 minutes for ‘regional’ locations. For ‘remote’ and ‘very remote’ locations we will charge based on the relevant NDIS price guides.

Kinela reserves the right to charge travel on a case by case basis, in line with our travel policy. Any service agreements prior to this date, please refer to the relevant NDIS price guides and the Clinical Travel clause on your service agreement.

Request for reports

Reports will be charged at an hourly rate of $150 per hour. A time estimate will be provided prior to us releasing your report. Note: If a third party requests a report, a Consent to Release Information Form must be completed prior.

Cancellation of service plans or booking

The participant/participant’s representative agrees to give the provider a minimum of 48 hours’ notice if the participant cannot make a scheduled appointment or needs to change the scheduled appointment. If the notice is not provided by 3pm the day before the scheduled consultation, Kinela will charge 90% of the agreed price for the cancelled appointment.
Kinela will go to every effort to contact the participant to determine if there are extenuating circumstances in the event of a no show, and will exercise reasonable judgement to not charge in these circumstances.

We understand that schedules change and people get sick. We do our best to accommodate changes to appointments but reserve the right to apply our cancellation policy. We always ask for 2 business days’ notice of cancellations or reschedules. If we are unable to fill the appointment by another client, our cancellation policy may apply as contained within our service agreement and in line with the NDIS price guide.

Feedback and complaints

We are a customer obsessed organisation and we love to hear from you.

If you are not 100% happy with our service please tell us why and we will do our best to make changes.

If you are excited to tell us how our services have made a difference to you, please get in touch or post a positive comment on Facebook. We love reading these!

How to contact us:
Contact your Dietitian directly.
Email: [email protected]

Delivery Day and Time

Order Cut Off

Orders must be received by 5pm on Wednesday.

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