Frequently Asked Questions

Frequently Asked Questions2020-04-14T21:10:55+10:00

About Our Signature Program

What is the Signature Program?2020-09-27T20:36:30+10:00

The Healthy Eating Hub’s Signature Program is a unique and individualised habit building program that teaches you how to eat well for the rest of your life. It breaks dietary change down into small manageable steps where you focus on building one habit at a time. Once a habit becomes familiar you add in another until healthy eating becomes effortless and a normal part of your daily routineThese small manageable steps lead to long term consistency and can easily fit into any lifestyle. 

The program works by combining micro-learning, direct access to Kate Freeman and her team and incremental behaviour change principles. Members of the program complete education modules with videos, resources, recipes and meal plans in as little as 10 minutes per week. They are then shown how to apply what they learn to their everyday life with our meal plan builder and sessions with our team of dietitians. Because you learn and apply one thing at a time, the change is achievable within your busy life and you’re encouraged to make changes that are sustainable and realistic so you can stay consistent long term.

What do I get for a my membership?2020-09-24T20:52:38+10:00

Members get  full access to  our online platform which includes a wealth of nutrition information  and  resources  including  videos,  worksheets,  meal plans, recipes and access to a private Facebook group. You get access to:

  • 16+ nutrition education modules 
  • a meal planning tool  complete with recipes and a shopping list generator
  • 300+ recipes
  • 8 weeks of full pre-built, customisable meal plans
  • Live Chat support
  • 20% discount off video support sessions
Can you only become a member if you live in the ACT?2020-09-24T21:12:47+10:00

You may have noticed that our head office is in Canberra, Australia. We love Canberra, however, we are passionate about helping ALL Australians which means our program is open to anyone residing in Australia.

Our program is 100% online and all support sessions are done via video. As long as you have a video compatible device and an internet connection we can help you no matter where you reside

How often do I need to have a video support session?2020-09-24T21:30:52+10:00

All members and non-members have the opportunity to see Kate Freeman and her team, one-on-one, via video support sessions. Members receive 20% off the cost of these sessions.

Regular, individualised nutrition coaching and support is considered the gold standard in achieving change. We can’t change your eating habits in 1 hour. But through slow, gradual, consistent change you can make good long term progress and that’s what we’re interested in.

Combining our online program with one on one support is the BEST way to make progress with your eating habit long term!

Will there be a lot of work involved?2020-09-24T21:26:20+10:00

“Give a man a fish and feed him for a day. Teach a man to fish and feed him for a lifetime.”

Your success and results will entirely depend on the effort you put into the program and by focussing on consistency, not perfection.

We want to teach you how to feed yourself confidently and healthily for the rest of your life, not just give you a meal plan or a set of food rules. This means that you need to learn key principles and develop key skills. Just like learning an instrument or getting a qualification, you learn the fundamentals first, you practice them and then slowly build your skills one by one over time. Building skills takes consistent practice. And this practice doesn’t have to be perfect to get results. The practice will help you figure out what works for you and what doesn’t and gives you confidence and familiarity with healthy food until it becomes second nature. Our goal is to gradually change your food preferences, so your taste for food changes and you start to want healthy food more often.

This approach to your nutrition does require you to think about your food and practice new behaviours consistently. This means that you do need to give it some time and attention each day.

However, our unique education sequence has broken dietary change down into small achievable chunks so that the effort you have to put in each week is realistic and achievableThe idea is to practice one habit and make it seamlessly fit into your current life before moving onto the next one. You’ll need to spend 10-15 minutes per week to get through the education modules and then all you have to do is practice your new habit!

If you’re booked in for pay-as-you-go video support sessions with Kate Freeman and her team, it’s HIGHLY recommended that before each appointment you have read the relevant material so you can get the most value for your financial and time commitments. When you take the time to do the education online, we can then use 100% of the time in the support session to strategise how what you’ve learnt can become a part of your life. Keeping a daily food journal is also encouraged as it gives your practitioner a clear visual on the areas you need help with as well as helps you maintain awareness and track progress. 

Do I get to choose my nutritionist/dietitian?2020-09-24T21:30:43+10:00

You can book a video support session with Kate Freeman through your online portal.

If you have more complex medical issues or want to use a Medicare referral or private health insurance, then you can book in and see one of her team at our sister company The Healthy Eating Clinic. You can read more about each of them here. Please note each of our practitioners have different availability and before choosing we would like you to make sure the practitioner you choose lines up with your availability. We would like you to complete the program with the same practitioner as a lot of work goes into building a relationship and preparing for each appointment based on groundwork laid during previous sessions. Please contact us to find out who is the best fit for you and your availability.

Can I talk to someone before joining?2020-09-24T21:41:50+10:00

Absolutely! Call our customer service team (02 6174 4663) to discuss the program, we can answer any questions that you may have and determine if the Signature Program is the right pathway for you.

You can also book a video support session with Fate Freeman at any time without being a member to chat through how the program works.

Can kids or teenagers join the membership?2020-02-22T18:04:40+11:00

Yes, kids and teenagers can join our program. In fact, it’s the perfect thing for them to do!

We believe that our program is a fantastic way to educate young people about healthy eating habits in a safe, engaging and encouraging way without the stigma of weight, food and body shaming and the ridiculous rules and regulations of strict meal plans and food philosophies, many of them completely inappropriate for children and teens to follow. Video support sessions can also be made with our paediatric dietitian upon request.

Children under the age of 18 will need an adult present at the time of signing up and the adults contact information will be needed to create a record on our system. Communication will be directed straight to the consenting adult. Children under the age of 18 will need an adult present at the video support sessions, unless otherwise specified in agreement with The Healthy Eating Hub  

Can couples join the membership?2020-09-24T21:48:33+10:00

Yes, couples can join our membership together under the same account and only pay $39 per month. They can attend any pay as you go video support sessions together. 

Can families join the membership?2020-09-24T21:49:19+10:00

Yes, families can join our membership together under the same account and only pay $39 per month. They can attend any pay as you go video support sessions together. 

What’s the difference between the clinic and signature program?2020-09-24T21:59:10+10:00

Up until 2020, The Healthy Eating Hub was the name for a private nutrition and dietetics clinic in Canberra and the online platform with our Signature Program. In February 2020 the business was split and The Healthy Eating Clinic was born and is now the brand that represents the two Canberra-based dietetics clinics. The Healthy Eating Hub (us) is the online program that you’re reading all about.

The membership subscription in our program is the best valued option for ongoing nutrition support. It allows you to learn key nutrition concepts in your own time and at your own pace.  Pay-as-you-go video support sessions are easy, convenient and are a great alternative to visiting a physical clinic. 

If you are in Canberra, The Healthy Eating Clinic offers pay-as-you-go consultations that are claimable with private health and certain Medicare referrals. 

How often can I book appointments?2020-09-27T20:19:36+10:00

As often as you like! Book your video support sessions via this link. 

Members can also book support sessions with our dietetic team at The Healthy Eating Clinic.

How is the program different from everything else out there?2020-09-26T13:23:20+10:00

Our Signature Program is unlike every other healthy eating program out there.  There are  no restrictive meal plans. There are  no pills or shakes. In fact, it is  not specifically a weight loss program. We want you to become comfortable and confident with food and nutrition. If that supports your goal to manage body weight, then GREAT!

This is a habit building program that arms you with the evidence-based  information and practical tools to help you and your whole family eat well and feel good about it. You will learn healthy eating habits that will last you for life, not just the life of the program. And when you have healthy eating habits that you can maintain, you do more than just lose weight, you keep it off!

You will follow our unique method of learning one healthy eating habit at a time. This is realistic, sustainable and achievable within a busy life.

Step 1: You learn the key nutrition principle by completing easy, engaging education modules in as little as 10 minutes per week.

Step 2: Each module then shows you how to apply what you learn to your life so that you start putting it into practice. This is where our meal plan builder comes in! You can customise and tweak the meal plans to suit you, generate a shopping list and then get stuck into practising your new habit. There are 250+ recipes to swap with, plus you can add your own!

Step 3: Throughout the whole process you can access Kate Freeman and her team of qualified dietitians for guidance and support.

Will I see a nutritionist or dietitian?2020-09-27T20:19:15+10:00

Our Signature Program was created by and is delivered by Kate Freeman, a Registered Nutritionist. She is supported by her team of Accredited Practising Dietitians.

Both Kate and her dietitians are university educated and registered with the peak nutrition body, the Nutrition Society of Australia (Kate) Dietitians Association of Australia (dietitians).

You can read more about our team here.  

What is included?2020-09-27T20:20:50+10:00

Your membership includes: 

  • All education modules and resources  
  • Facebook group support 
  • Meal planning tool – see more here 
  • 300+ recipes 
  • Live Chat Support
  • 20% off video support sessions
What can I expect in appointments?2020-09-27T20:23:59+10:00

Your video support sessions with Kate Freeman are conducted via a secure video conferencing software provided by a company called Cliniko.

Kate’s intention is not to ‘check up on you’ or make sure you’ve been ‘good’. Kate is there to encourage you, answer any questions you have, individualise what you’re learning to your specific situation, brain storm meal and snack ideas, help you with meal planning, manage medical concerns affected by nutrition and be your side-kick when it comes to overcoming the barriers and challenges to building new habits. Here’s an idea of how they might help you:

  • Kate will educate you on a module topic, discuss how it applies to you and give you ideas on how to implement it.  
  • Each module will present different problems and/or challenges and Kate will help you problem solve and work out ways of working around it 
  • Recipe ideas and help with meal planning.
  • Pep talks and accountability
Can I join if I am vegan, vegetarian or coeliac?2020-09-27T20:25:27+10:00

Yes! You absolutely can! As you follow the program you learn to apply the principles within your food preferences and this includes all dietary preferences. We recommend regular video support sessions with our team who can offer even further advice on key areas of concern for our members in regards to special diets.

Can I follow a keto or paleo diet while doing the program?2020-09-27T20:24:39+10:00

We don’t promote a specific nutrition philosophy like keto or paleo and we don’t recommend eliminating food groups without a medical or ethical reason.

This stance is based on a solid understanding of current nutritional science. We believe that there are a number of dietary patterns that promote health and we want to educate people on the key principles of nutrition and help them find the best dietary approach for them, that they can consistently stick to long term. This rarely includes philosophies as extreme as paleo or keto.

Will I get meal plans?2020-02-22T18:38:59+11:00

The program is not based on simply giving you meal plans. It does much more than that! We aim to teach you key nutrition principles and how to create your own meal plans that seamlessly fit into your lifestyle, needs and goals. Teaching you how to build a meal plan rather than doing it for you will help you more in the long term. That’s what we do! Long term nutrition! Knowing how to build a meal plan based on your personal needs also means that you can adjust it based on your own needs at the present time as it changes frequently.  

A key part of the program is our meal plan builder. As you work through the modules and learn the principles, you will be encouraged to put what you’re learning into action. To help you do this, we have pre-built meal plans that help you apply what you’ve learnt AND they are completely customisable so that you’re eating food that you and your family like to eat! Plus the meal plan builder has adjustable serves for cooking for different numbers of people and will automatically create you a checkable shopping list!

Is the program set or individualised?2020-09-27T20:28:14+10:00

We believe that healthy eating principles apply to everyone yet look different for everyone. The program has 16+ nutrition education and habit building modules that our team believe are the key pillars for creating healthy eating habits.

Everyone learns the same principles, but the application of those principles is 100% individualised to you. This is done through our unique learning method, our meal plan builder and through our video support sessions with Kate Freeman and her team of dietitians. By chatting to them, you’ll get a true individual experience within your food preferences, routine, family life and other lifestyle factors that effect your food choices. 

At your video support sessions, available to all members and non-members, you and your dietitian will work out your pathway and which modules you should be focusing on and when

How did the Signature Program start?2020-09-24T20:37:52+10:00

Kate Freeman, Founder and Director of The Healthy Eating Hub has been a registered Nutritionist for over 15 years and is passionate about helping people with their nutrition. She employs a group of Accredited Practicing Dietitians in her Canberra based clinics and together they have all noticed a couple of concerning trends as practitioners: 

  1. The endless cycle of dieting and common misbelief that dieting is the only way I can lose weight is wreaking havoc with our ideas and health.   
  2. The amount of free information available to us today at our fingertips is creating a lot of unnecessary confusion 
  3. Anyone can build an audience with the help of social media and give nutritional advice with no guidelines around needing a qualification to do so.  
  4. The need for consistency and clear educated guidance is more important than ever.
  5. True behaviour change takes time and needs to be realistic and sustainable in order for someone to be consistent long term.

Kate decided to address the issues outlined above and created a program specifically designed by university qualified nutritional experts. The program started small and in our pilot week we sold out immediately. We’ve had to keep changing in order to accommodate for the growing demand and together as a team we strive to change ideas around food and positively impact the health of Australians one step at a time.  

How does the program work?2020-09-24T20:44:27+10:00

The program kicks off with the Get Started Module, which covers everything you need to know about successfully completing the program. Then you start the Healthy Eating Pathway.

There are 12 modules to work through in no particular order, however your first module Choosing Whole Foods are pre-requisites and need to be completed first as we think they are crucial to building eating habits with a solid foundation. The rest of the program will depend on your personal preferences and/or goalsi.e. snacks, carbohydrates, drinks.

As you progress through the Healthy Eating Pathway you’ll have the option to book online video support sessions with Kate Freeman and her team. This is where we’ll help tailor the information specially to you.

You have to option to book 60 minute, 30 minute  and 15 minute video support sessions and they are all about talking through your challenges, keeping you accountable and helping you stay motivated. Progressing through the Modules in between your video support sessions is the best way to get the most out of the program.

As members you can also check-in and post nutrition questions in our private Facebook group where our practitioners can answer any questions you might have between appointments. Our members also post recipe ideas and inspiration from time to time and have built a really encouraging atmosphere.

How do I know if the program is right for me?2020-09-27T20:33:44+10:00

If you would like to make long-term changes, one habit at a time, then this program is for YOU! If you are looking for quick fixes, short cuts and rapid weight loss, then this  program  is NOT for you.  

If you have tried 100s of diets over the years and are ready to rid yourself of confusion and eat well for the rest of your life, than this program will do this for you!

How to Sign Up

Video Support Sessions

What if I can’t make my video support session appointment?2020-09-24T21:12:12+10:00

If you can’t make your video support session appointment for some reason, that is no problem. Simply notify us as soon as possible so we can make that time slot available to another member. 

As video support sessions are paid for in advance, you will have to forfeit the session if you fail to attend and don’t let us know that you weren’t able to make it.

How do I book a video support session as a member?2020-09-24T21:11:40+10:00

You can book your video support session online via your membership portal here

Alternatively, you can book over the phone with our customer service team or send us an email: admin@healthyeatinghub.com.au.  

How often do I need to have a video support session?2020-09-24T21:30:52+10:00

All members and non-members have the opportunity to see Kate Freeman and her team, one-on-one, via video support sessions. Members receive 20% off the cost of these sessions.

Regular, individualised nutrition coaching and support is considered the gold standard in achieving change. We can’t change your eating habits in 1 hour. But through slow, gradual, consistent change you can make good long term progress and that’s what we’re interested in.

Combining our online program with one on one support is the BEST way to make progress with your eating habit long term!

How do I join a video support session?2020-09-24T20:33:19+10:00

It’s very easy to join a video support session.

Once you have booked your support session, you will receive a confirmation email, which contains the link to join your online session. This link will open the private and secure video chat in your browser. All you have to do is click the link and give your browser permission to access your camera and microphone.

You will also receive this link in your reminder emails and our helpful Customer Service Team can resend you the link at anytime. Simply get in touch if you’re having difficulties.

What device do I need to join a video support session?2020-09-24T20:32:21+10:00

Any smart phone, laptop, computer or tablet with a camera and microphone will work for an online video support sessions.

All you will need to do is click a link that will open a video window in your device’s internet browser. Then you will click to join the call and you session will begin.

What if I can’t get the video to work?2020-09-24T20:27:45+10:00

If you can’t get the video to work and have not joined the video consultation after 5 minutes we will call you.

You can resume your consultation over the phone and we will email any resources or recommendations to you.

What if I don’t have a device that can connect to video?2020-09-24T20:26:56+10:00

We can still conduct support sessions over the phone if you are not able to connect to video. To minimise time wasted, if you haven’t been able to connect by 5 minutes into the session, we’ll give you a call.

If you would prefer or need a phone consultation please specify this when making a booking and we’ll call you at the scheduled time of your appointment and will be able to email resources and recommendations to you.

Current Members

What if I can’t make my video support session appointment?2020-09-24T21:12:12+10:00

If you can’t make your video support session appointment for some reason, that is no problem. Simply notify us as soon as possible so we can make that time slot available to another member. 

As video support sessions are paid for in advance, you will have to forfeit the session if you fail to attend and don’t let us know that you weren’t able to make it.

How do I book a video support session as a member?2020-09-24T21:11:40+10:00

You can book your video support session online via your membership portal here

Alternatively, you can book over the phone with our customer service team or send us an email: admin@healthyeatinghub.com.au.  

What if I don’t like my nutritionist/dietitian?2020-09-24T21:43:31+10:00

We understand that sometimes you just don’t mesh with someone and it’s not necessarily anyone’s fault. We want you to be comfortable and enjoy the process as much as possible. If you would like to change your practitioner, please notify our customer service team as soon as possibleadmin@healthyeatinghub.com.au  

Please note, relationships do take time to develop and we would like you to give your nutritionist/dietitian some reasonable time to develop that relationship. By that we mean at least 2 sessions with your nutritionist/dietitian before you make the decision to switch. Your nutritionist/dietitian will also spend a lot of time to get to know you and for this reason we will prefer you stay with your chosen nutritionist/dietitian. Starting over again with another nutritionist/dietitian will waste valuable time. However, changing your nutritionist/dietitian is definitely a possibility. 

Can I switch between nutritionists/dietitians?2020-09-24T21:38:26+10:00

Temporary changes: 

If you desperately need to book a video support session but your nutritionist/dietitian is not available, we can arrange a session with someone else on the team. If your practitioner is on leave we can also arrange sessions with someone else on the team.

Permanent changes: 

We understand that sometimes you just don’t mesh with someone and it’s not necessarily anyone’s fault. We want you to be comfortable and enjoy the process as much as possible. If you would like to change your nutritionist/dietitian, please notify our customer service team as soon as possibleadmin@healthyeatinghub.com.au  

Please note, relationships do take time to develop and we would like you to give your nutritionist/dietitian some reasonable time to develop that relationship. By that we mean at least 2 sessions before you make the decision to switch. Your nutritionist/dietitian will also spend a lot of time to get to know you and for this reason we will prefer you stay with your chosen nutritionist/dietitian. Starting over again with another nutritionist/dietitian will take some time. However, changing your nutritionist/dietitian is definitely a possibility. 

How to refer a friend and get a discount2020-09-24T20:25:40+10:00

If you LOVE our program and want to refer a friend, you can do so at any time and receive a 10% discount voucher to use at one of your renewal payments. Here’s what to do:

How to invite your friend:

1. Log into your account.

2. From the My Membership page, go to My Account.

3. On your dashboard, you will see a unique referral link. Use this link to invite friends to join the Signature Program. If your friend uses this link to join, you will receive a discount code for 10% off to use on your next month’s subscription.

Once you receive your discount code (after your friend joins):

1. Log into your account.

2. From the My Membership page, go to My Account.

3. Go to My Subscription and scroll down the page to Related Orders, At the bottom of these orders click: ‘Apply Coupon’. A pop up box will appear.

4. Hover over the coupon and click ‘Apply’. This will now be added to your next renewal payment. Please note this will NOT update your subscription details, which will still show the full amount, however when they payment processes it will be at the decreased amount.

*Note: Your friend will only be able to use their discount code, using the instructions above on their second renewal payment, NOT their first payment.

I signed up via a referral link, why didn’t I get a discount?2020-09-24T20:23:29+10:00

Your friend must love our program if they’re keen to share it with you! Woo hoo!

Your 10% discount does not apply to your first payment, only your renewal payments, if you choose to use it.

Here’s how to activate your discount for all future renewal payments:

1. Log into your account.

2. From the My Membership page, go to My Account

3. Go to My Subscription and scroll down the page to Related Orders, At the bottom of these orders click: ‘Apply Coupon’. A pop up box will appear.

4. Hover over the coupon and click ‘Apply’. This will now be added to your next renewal payment. Please note this will NOT update your subscription details, which will still show the full amount, but when the payment goes through it will be at the discounted amount.

If you’re ever having any troubles, please get in touch.

Your Account and Privacy

Payments

How will my subscription payments work?2020-09-27T20:34:32+10:00

If you sign up to monthly payments, each payment will be deducted on the anniversary of your sign-up day and time. For example, if you sign up on 22 December 4pm, your payments will always be deducted on the 22nd of every month at exactly 4pm. This does not matter if it’s a business day or not. The same applies for yearly subscriptions. If you sign up to the program on 22 December 2019 at 4pm, your next yearly payment will be deducted on 22 December 2020 at 4pm. Once a payment has been processed, we cannot process refunds. So, if you would like to cancel your subscription please login to your account and cancel your subscription before a payment is processed. Read more about our refund policy here

Can I change my payments from monthly to yearly?2020-10-25T16:00:27+11:00

If at any stage you decide to switch your renewal payments from monthly to yearly (and receive a 20% discount) you can do so in your account. Please follow these steps: 

1. Login to My Account

2. Select My Subscription

3. Under the heading Subscription Totals, select Switch Subscription

4. You will then be brought to the product page. Select the yearly payment option.

5. Select Join Now and follow the steps to complete the checkout.

Can I pause the program?2020-09-27T20:24:16+10:00

Only premium members who pay monthly can pause the program for a minimum of 1 month and a maximum of 3 months in a 12 month period that starts from the date of your first payment. After 3 months your payments will start again automatically. Please email us on admin@healthyeatinghub.com.au if you would like to pause your membership. We require 2 weeks notice and written notification to pause your subscription. Online content or appointments will not be available while your premium membership is paused.  You will receive an email notification from our customer service team to confirm that your membership has been placed on hold and when your membership has been re-activated. 

Account pauses are not available to base members and premium members who pay yearly.

Can I change my payment method?2020-09-24T21:51:40+10:00

If your credit/debit card expires or is lost, damaged or cancelled, you can add your new card to your subscription by following the step below:

  1. Login to by going to My Account.
  2. Select My Subscriptions (NOT Payment Methods) in the dot point list.
  3. On the Subscription Page select Change Payment.
  4. Select your new payment method: Paypal or Credit Card.
  5. If you select the Credit card option below select use a new payment method. 
  6. Enter your new card details. Select change payment method.
Are group discounts available?2020-09-24T21:52:32+10:00

We can offer a group discount for memberships for a minimum of 50 people. Please contact admin@healthyeatinghub.com.au to arrange this. 

Can I use my Private Health or Medicare for my membership?2020-09-24T21:58:12+10:00

Private health insurance or Medicare does NOT cover the cost of your membership.

Private health insurance or Medicare does NOT cover the cost of your video support sessions with Kate Freeman.

The Healthy Eating Clinic

If you’d like to use your private health insurance or Medicare for your one-on-one nutrition support you can book in with the dietitians at The Healthy Eating Clinic.

Private Health

Private health insurance covers the cost of individual consultations wth a qualified dietitian. Members with eligible private health insurance may be able to claim on the cost of their pay-as-you-go consultations at The Clinic. This can occur in-house via our HICAPS machine (for Canberra, ACT residents) or we can provide you with a receipt to claim directly with your insurer (available Australia wide).

Medicare

Base members with a medicare referral from their GP may be able to claim a rebate on the cost of their their pay-as-you-go sessions. This can only occur in-house via our HICAPS machine (ACT and surrounds).

Visit The Healthy Eating Clinic for more information.

Do you offer a trial period?2020-10-25T16:01:19+11:00

Yes! We offer a FREE 7 day trial so you can log in, get a feel for how everything works and get started on the first Module. The trial does require a credit card upon sign up and you must cancel prior to your first payment if you do not wish to continue.

You can access the free trial offer here.

Can I get a refund?2020-09-27T20:32:24+10:00

We do not offer refunds for membership renewal payments. It is a memberresponsibility to cancel their membership from their online account to avoid future renewal payments. 

What are the subscription options?2020-09-24T20:45:28+10:00

As a member you have the option of paying monthly or yearly. Below is a breakdown of the cost for each option:  

  • $39 per month (cancel any time) 
  • $375 per year (save 20%)  

To see what is included in your membership please click here. 

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