Frequently asked questions

While we are working together in a session I require you to be free of recreational drugs and alcohol.

Cancellations: Cancellations can occur at any time, but refunds are only given if the booking is cancelled outside of 24-hours notice. If cancellation has occurred within 24-hours of the appointment, no refund will be provided. See the refund section below for more detail. Making payment: Payment is made at the time of booking. The booking option will require either a debit or credit card for payment. If you prefer to make an internet payment please email me and we'll forward you the bank account details. Payment must be received prior to the appointment. No shows: If an appointment time has been confirmed and paid for, and you do not show up for that appointment, no refund will be provided. Please ensure you reschedule or cancel 24-hours prior to an appointment. Refunds: A refund will be provided in full to person's who cancel at least 24-hours prior to a booked appointment. The refund can take up to 10-days to process and be returned to your account. No refunds are given for bookings cancelled within 24-hours of an appointment. Rescheduling appointments: Appointments can be rescheduled up to 24-hours prior to a booked appointment.

Koha is an option that we practice at Whakapuawai Ora. It applies to some services that we offer, and these are indicated on specific pages. 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, help improve your health and well-being then we recommend you share this with your health professional for their information.

The following online virtual systems are used: Zoom (most frequently used) Skype Facebook Google 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 be 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.

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.

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.

When a person books an appointment online for a koha-based service they will be charged a $10 non-refundable fee. The non-refundable fee secures the booking; and has been set to discourage moving appointment times. While we accept that sometimes things happen and appointments need to be moved, some clients will move times 2 or 3 times, and generally, others are unable to book the timeslot at late notice.