DISPUTE RESOLUTION AND REFUND POLICY

Mint Nutrition Clinic takes practitioner professionalism and competency seriously. All patients who have an issues with the clinic's services, or wish to receive an account balance adjustment or refund must go through the following dispute resolution process, as agreed upon in the patient counselling contract. This ensures fairness for all parties.

1. Patient brings concern(s) forward to clinic reception team via info@mintnutritionclinic.com.

2. Patient provides consent for the patient file to be escalated to Senior Manager for review. The Senior Manager will perform a full patient file review, interview the Registered Dietitian, and determine if there is any evidence of misconduct or wrongdoing.

3. Patient must fill out dispute information form (a complaint form), as agreed upon in the patient counselling contract. This form is meant to collect information and evidence about the dispute. This information may be used to pursue investigations with the College of Dietitians of Ontario, internal clinic investigations, and if necessary investigations by the clinic's Legal and Collections Team. The patient must certify and sign that the information provided is accurate to the best of their knowledge (full legal name and current address are required).

4. If the patient is questioning the approach of the Registered Dietitian, the patient must provide clear evidence or a College of Dietitians of Ontario ruling, which substantiates their claims. The clinic will not act upon unfounded or opinion based complaints, as any accusations against Registered Dietitian's are taken seriously, and must be investigated fairly before any action is taken.

 **There are no 'Partial Refunds' for Treatment Plan Bundles, or other services that have been initiated at the clinic. 'Refunds' and 'Partial Refunds' will only be granted on the basis of service deficiencies, or misconduct/wrongdoing on behalf of the Registered Dietitian (evident on the complaint form). The clinic fairly considers all patient complaints through the process described above, and also within the patient counselling contract which is signed by all patients before commencing services at the clinic.

**Please note, all disputes are fully investigated by the clinic's management team via email. This ensures full accountability for all parties involved.