Frequently asked questions

While we are working together in a session I require you to be free of alcohol and recreational substances. If it is detected I will be unable to work with you. The session will be ended, and no refund will be provided.

Please read these booking and cancellation terms. A copy is in the FAQs section of the website. 1) WHEN BOOKING A place in our schedule is reserved exclusively for the booking. Preparation for the appointment starts in advance of the appointment. We will be ready at the booked time. Please ensure you want to buy before you purchase. 2) CANCELLATIONS Cancellations, including change of mind, unforeseen circumstances, and unwellness, are not refunded. We understand 'stuff happens' and, where possible offer alternatives below. a) Cancellations with 48 hours prior notice, you can: Reschedule to a new date and time for use within 3 months, find another person to use your same booked date and time, transfer to a Gift Card for use within 3 months, or donate forward to a person in need of the service. b) Cancellations within 48 hours of a booked appointment, you can: Find another person to use your same booked date and time at no loss of payment. Otherwise, 50% of the $ value of the booking is forfeited. With the remaining balance, you can reschedule to a new date and time for use within 3 months, transfer to a Gift Card for use within 3 months, or donate forward to a person in need of the service. 3) RESCHEDULING Where rescheduling is possible, click the 'view appointment details' link in your confirmation email. Rescheduling is subject to availability. 4) LATE ARRIVAL If you are running late, text or call as soon as you know. Depending on the practitioner's schedule it will be at our discretion whether or not we can accommodate a rollover of time. Refunds are not given for time missed. 5) NO SHOWS No refunds or alternative options are given for missed appointments without notification. 6) SICK If you are physically unwell you can: Reschedule to a new date and time for use within 3 months, find another person to use your same booked date and time, transfer to a Gift Card for use within 3-months, or donate forward to another person. 7) RECORDING There will be no photographs, video recordings or audio recordings of the workspace, discussions, treatment or work being undertaken during sessions without both the practitioner's and client's prior permission. 8) If we cannot provide service on your booked and paid-for appointment, we will contact you to make alternative plans, which may include a full refund. Thank you.

Whakapuāwai Ora Limited and its practitioners are governed by the Privacy Act 2020 and the Privacy Principles www.privacy.org.nz/privacy-act-2020/privacy-principles. Client information is privileged and we treat it as such. We collect personal information such as name, contact information, location, interactions with us, billing or purchase information. We collect personal information appropriate to the service being provided to: be able to contact and communicate with clients, for the health and safety of both clients and our practitioners, for carrying out the delivery of our services to clients, and for billing information Providing some information is optional. If you choose not to provide the information requested either in our booking forms or on-site, in some instances, we may not be unable to provide the services on offer, and will advise you if applicable. All information regarding client participation will remain confidential to Whakapuāwai Ora Limited; except where: (i) A client agrees to disclosure, (ii) By law we are required to release client information despite our efforts to maintain confidentiality (for example if there is a risk to someone’s safety), (iii) It is the view of the practitioner that there is an immediate and foreseeable danger to the life or health of a person and disclosure is necessary to minimise or avert danger to the client, 3rd party or ourselves, (iv) Discussing the clients case professionally with a supervisor, mentor/advisor or expert in a professional capacity. In this case, client names and personal details are not disclosed. These practitioners also have a duty of confidentiality in relation to this. Storing information: We keep client information safe by storing it in encrypted files or securely locked files. We are required by law to hold client information for 7-years after which it is destroyed by securely erasing all digital data and files. Access to information: Clients have the right to ask for a copy of personal information we hold about them, and to ask for it to be corrected if they think it is wrong. Clients can contact us for a copy of their information, or to have it corrected. We request that this is done in writing by post or email, and not texting. Complaints: If clients feel a breach of their privacy has occurred, we encourage them to contact us first to discuss and respond. If after that, they are unsatisfied with the response, they can complain to the Health and Disabilities Privacy Commissioner, in the same way as breaches of the Privacy Act. Last updated 4 March, 2024.

Koha is an option that we practice at Whakapuawai Ora. From time to time we offer koha based services for our community to take up. We promote this on the relevant pages as and when it is available. What is offered as a koha is not set by us, but by you. Generally, koha is understood to be a 'gift, offering, present, donation, contribution'. Traditionally it is part of maintaining social relationships and has connotations of reciprocity, but not in all cases. What is offered is decided by the giver. However, different Iwi and Hapu may have variations of Koha and how and when it is appropriate to be expressed.

We have no training or expertise in pharmaceutical medication; and neither advocate for or against medication that has been prescribed for you by your medical doctor. Any use of, changes to, or ceasing of medication you may be using is between your medical professional and you, and sits outside the remit of the service we offer. If the services and work we do with you, helps improve your health and well-being then we recommend you share this with your health professional for their information.

For mobile service on Waiheke Island: I can travel to your location here on the island. There is a flat rate $50 surcharge per address. This contributes to fuel and setup and closedown time. For mobile service off the island: The rate will vary depending on the destination. Please email, text or call me directly with the location details and I will calculate the surcharge. This covers expenses and time-related to the travel. If you would like mobile service, please call or email and we will make the arrangements with you.

The following online virtual systems can be used: Zoom (most frequently used) Microsoft teams Skype Facebook messenger Google Video Chat What's App You will select a preferred option at the time of booking. We will send the applicable links to join our session. Please pre-test your equipment prior to our appointment to ensure your video, audio and microphone are working. Ensure any devices that you use are plugged in or fully charged, as you won't want them to stop part way through our session. If there are any issues connecting at our end we will either email or message you straight away. If there are any issues connecting at your end either email or message us straight away. If we do not hear from you within 10 minutes of start time it will be treated as a No-Show appointment. The goal is to have a seamless experience for you, where you gain the most value and help without interruption.

Each of our services outlines what payment options are. There are: Free of charge 'Karakia' and 'Korero Wairua' are two services that are offered where our time is gifted, and not charged for. A koha exchange From time to time koha is offered on the website for certain services, to family, friends and the local Waiheke Island Community. The value of the koha and what is offered is not set by us, but by you. A funded service Any funded services and criteria will be advertised on the website alongside the service. A paid for service by the client or benefactor Any paid for services will be outlined in the 'Make a Booking' pages. Found by clicking on 'Make a Booking' icons. Paid for services are made in advance of the booking using the online payment system or internet banking. Cash is accepted if you are attending a face to face appointment.

Preparation helps to get you ready so the time we spend together is focused and helps you get the most value possible. You will either be messaged or emailed in advance of the appointment what (if any) preparation you need to do. The type of preparation you need to do will depend on what service you have booked in for. For some of our services, preparation is not required. We will let you know either way.

Please be on time. If you are running late, text or call as soon as you know you're going to be late. Most often other appointments have been booked following yours. Therefore, if you run late, we stick to the allocated time you booked with us. This means you may not get the advantage of the whole time that's been scheduled for you. There is no refund for time missed due to late arrival.

YES. Please be ready at lease 5-minutes prior to our session so that you get full value of the time we have. There is nothing worse than wasting 5-10 minutes sorting out phone or laptop issues, when instead we could be working through the important mahi. It is not always possible to run overtime at the end of the appointment due to other confirmed bookings.

Yes, in some circumstances, but not all. See below for more detail: Indigenous bodywork Yes - support people are welcome. Korero wairua Yes - support people are welcome. Coaching No - this is a time for one to one mahi. Workshops No - this is a time for people within the workshop to do self-work and share safely amongst the group. That said, if a support person wants to attend as a fellow participant because they have their own personal mahi to do, they are welcome to attend. If you are bringing a support person, let us know in advance of the session. Any support people will understand the korero and mahi will be central to you and your needs. The support person needs to be someone you can speak freely in front of, and who will hear information that is shared.

National Helplines 1737 Free call or text 1737 any time for support from a trained counsellor. Stressed, overwhelmed, feeling down, know someone else who is? Lifeline 0800 543 354 (0800 LIFELINE) or free text 4357 (HELP). Youthline 0800 376 633, free text 234 or email talk@youthline.co.nz or online chat. Samaritans 0800 726 666 Samaritans are there when you need to talk about the really hard stuff, the really difficult conversations. Suicide Crisis Helpline 0508 828 865 (0508 TAUTOKO). Healthline 0800 611 116 Mental Health Crises Lines Free call or text 1737. Mental Health helpline available 24/7. Waitemata: North Shore 09 486 8900 Henderson/West: 09 822 8501 Rodney: 09 427 0360 (not an 0800 number) Depression Specific Helplines Depression Helpline 0800 111 757 or free text 4202 (to talk to a trained counsellor about how you are feeling or to ask any questions). ​ Sexuality or gender identity helpline OutLine Aotearoa 0800 688 5463 (0800 OUTLINE) provides confidential telephone support and online chat support between 6pm-9pm every day. ​ Helplines for children and young people Youthline 0800 376 633, free text 234 or email chat.talk@youthline.co.nz or online The Lowdown email team@thelowdown.co.nz or free text 5626. The Lowdown is a space created with rangatahi for rangatahi. What’s Up 0800 942 8787 (for 5–18 year olds). Phone counselling is available every day of the week, 365 days of the year, 11am–11pm. Online chat is available from 11am–10:30pm 7 days a week, including all public holidays. ​ Help for parents, family and friends EDANZ improving outcomes for people with eating disorders and their families. Freephone 0800 2 EDANZ or 0800 233 269, or in Auckland 09 522 2679. Or email info@ed.org.nz. Parent Help – 0800 568 856 for parents/whānau seeking support, advice and practical strategies on all parenting concerns. Anonymous, non-judgmental and confidential. Family Services 211 Helpline – 0800 211 211 for help finding (and direct transfer to) community based health and social support services in your area. Skylight – 0800 299 100 for support through trauma, loss and grief; 9am–5pm weekdays. Website: www.skylight.org.nz. Email info@skylight.org.nz. Yellow Brick Road – Supporting families towards mental wellbeing. https://yellowbrickroad.org.nz. Email to referrals@yellowbrickroad.org.nz. Monday to Friday service, phone 0800 732 825. ​​ Other specialist helplines Alcohol and Drug Helpline 0800 787 797 or online chat. Available 24/7. Alcoholics Anonymous Service Centre – 09 366 668 Anxiety NZ 0800 269 4389 (0800 ANXIETY). Are You OK 0800 456 450 family violence helpline. Gambling Helpline 0800 654 655 Kupe Online decision support tool to help men and their whānau understand more about prostate cancer and to decide if they should see their doctor to get tested. Quit Line 0800 778 778 smoking cessation help. RecoveRing 0800 678 789 – Alcohol and drug support line – 24/7 – run by Community Probation Services but manned by people with lived experience. Seniorline 0800 725 463 A free information service for older people. 0508MUSICHELPS The Wellbeing Service is a 24/7 online, on the phone and in-person counselling service fully funded by the NZ Music Foundation and provided free of charge to those in the Kiwi music community who can’t access the help they need due to hardship and other circumstances. Call 0508 MUSICHELP. Shine 0508 744 633 confidential domestic abuse helplines. Shakti Crisis Line 0800 742 584 (for migrant or refugee women living with family violence). Safe to Talk 0800 044 334 or free text 4334 for help to do with sexual harm. Available 24/7 and staffed by trained counsellors Vagus Line 0800 56 76 666 (Mon, Wed, Fri 12 noon – 2pm). Promote family harmony among Chinese, enhance parenting skills, decrease conflict among family members (couple, parent-child, in-laws) and stop family violence. Women’s Refuge Crisisline 0800 733 843 (0800 REFUGE) (for women living with violence, or in fear, in their relationship or family).

Occasionally, perspectives are held by some people that Tohunga, Matakite, Rongoā Māori healers, should do their mahi free of charge. If we reflect on the time of our ancestors these roles would have been supported by family and local community (hapu, iwi or other). Usually in the form of a whare, kai, koha (home, food, gifts), care and assistance. In some circumstances service, items, resources or a persons time would be requested by the Tohunga or healer as part of an exchange for help, allowing them to focus on their work while other matters of wellbeing and survival were taken care of. In our present context Tohunga, Matakite, Rongoā Māori healers are faced with a modern economy. The need to earn a living in order to pay for everyday bills, food, living and travel costs. As well support their own family and local community too. Many working in this space not only practice their skill, but invest time in deepening knowledge, studying and learning, attending noho and wananga which are rarely free. For those whom this mahi is their living and business are bound by tax obligations, insurances and legislation. Other practitioners might have full time jobs, and perform these healing duties in their free time, where the service is provided voluntarily. A koha might later be given by the person or family who has been helped. All of these approaches are appropriate and the various forms of exchange set by the practicing healer.

It is Maria's express view that these services are for any person, of any cultural background, ethnicity, diversity or gender who is drawn towards the modalities that we have on offer. We work with a very broad range of people, a wide age group ranging from people in their early 20's to people in their 80's. We work with people from many walks of life - corporate workers, creatives, people travelling and tourists, health care professionals, other bodywork therapists and practitioners, community service card holders, Gold Card users, retirees, military and other uniformed services, landscapers and gardeners, agriculture and horticulturalists, teachers, business owners, people on journeys to improve their wellbeing, and so on.