Member Knowledge Base
We’ve created a module completely dedicated to showing members the extent of our meal planning tool and how it can help you stay organised. The following FAQs contain ‘how to’ videos that will walk you through each feature.
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.
The meal plans are developed based upon the following general nutritional features: approximately 1800-2000 calories, 5 serves of vegetables, 2 serves of fruit, 70-80% whole foods and ~25g+ fibre.
Some meal plans may not adhere to these guidelines, as they are developed for particular dietary needs in which these guidelines are not relevant. You can check the nutritional features of each meal plan under the ‘Details’ section of the meal plan page.
You can add the meal plan to your planner by clicking the “Save to my Collections” button to the right of the saved Recipe Collection (at the end of the meal plan page).
You should now be able to view the newly added meal plan on your Plan My Meals page! Click on the meal plan title to view the meals, make recipe changes and generate a shopping list.
All our weekly meal plans are saved as Recipe Collections. This means that you can click on the “Shopping List” button next to the meal plan, select the appropriate checkboxes and instantly generate a shopping list.
If you are new to this feature of the Hub, we recommend that you visit our Meal Planning Tools module, which includes a how-to video on using the shopping list.
Yes! The meal plans demonstrate how to apply healthy eating principles across the day and offer ideas & inspiration. We encourage you to be flexible, listen to your body to guide your food choices and adjust the meal plan as needed.
Our Habit Building Modules equip you with the knowledge & principles to help you feel confident with changing the meal plan.
You can customise a meal plan by saving it to your collections and adding or removing items as needed. You can visit our Meal Planning Tools module for step by step guides.
Yes – our growing library of weekly meal plans feature a variety of dietary options including vegetarian, vegan, gluten free and dairy free.
Please note that the meal plans are developed to offer ideas & inspiration, and are not intended to replace individualised nutrition advice from a dietitian.
Our meal plans can provide structure and help you to build on your skills learnt in our program.
A consistent, modest energy (calorie) deficit is needed for weight loss to occur. Energy needs are highly individual and depend on many factors – it’s important to choose a goal that’s right for you. Most of our meal plans are developed to be approximately 1800-2000 calories per day, while the Lower Energy meal plans are approximately 1300-1500 calories per day.
We would recommend seeking advice from a dietitian if you would like assistance with weight loss. This can include calculating your energy needs and providing personalised nutrition advice to help you reach your goals.
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.
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.
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 possible: admin@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.
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 possible: admin@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.
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.
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.
We do not offer refunds for membership renewal payments. It is a member’s responsibility to cancel their membership from their online account to avoid future renewal payments.
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.
Our team will give you a welcome call, with the goal of answering any questions you might have and help you navigate the website and understand further how the program works. They will also encourage you to join our private Facebook group for members where any of your questions can be answered by our practitioners.
In-house sign-ups:
If you signed up with a dietitian through our sister company The Healthy Eating Clinic, their customer service team will complete the sign-up for you. Please note your first payment will be taken at the time of signing up.
Once sign-up is complete our team will get in touch with a welcome call and get you settled into the website and how the program works.
You will also be notified of our private Facebook group where we provide support to all our members and our practitioners can answer any questions you might have.
We can offer a group discount for memberships for a minimum of 50 people. Please contact admin@healthyeatinghub.com.au to arrange this.
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:
- Login to by going to My Account.
- Select My Subscriptions (NOT Payment Methods) in the dot point list.
- On the Subscription Page select Change Payment.
- Select your new payment method: Paypal or Credit Card.
- If you select the Credit card option below select use a new payment method.
- Enter your new card details. Select change payment method.
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.
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.
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.
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.
If you would like to change your password please follow these steps:
- Go to ‘My Account’ on the website (top bar)
- Sign in
- Go to ‘Account Details’ on the left side
- Enter ‘New Password’ and ‘Confirm Password’
- Click save changes
If you forgot your password please follow these steps:
- Go to ‘My Account’ on the website (top bar)
- Click ‘Lost Your Password’
- Enter email address and click ‘Reset Password’
- Details will be emailed to you for resetting your password
The information you provide, such as your name, address and contact details, is private and other members do not have access to this information.
In our private Facebook group for members other members will only be able to see your comments. Depending on your privacy settings on Facebook other members may not be able to see your Facebook account.
We do not use members photos, stats or personal information without consent, or unless members themselves have chosen to make them publicly available. The website is private and secure and we take protecting your privacy and information very seriously. Please see our privacy policy for more information.
As this in an online program and accessible from anywhere, you’ll have full access to all features no matter where you are!
There are no lock in contracts for your membership, you can cancel at any time. You must cancel your subscription prior to any renewal payments to avoid further payments. There are no refunds for monthly or yearly memberships once the renewal payment has been processed. This is regardless of whether you have consumed any services or your perceived value of the service has been received, as per our terms and conditions.
Please note, the first couple of months may be challenging. This is completely normal, as you are changing a lifestyle you’ve been used to for many years. True behaviour change takes time and patience; most members start to see a noticeable change by 4-5 months into the program. So keep persisting! Make sure you contact our team for support, we’re here to help you succeed!
You can cancel your membership at any time by logging into My Account. Select subscriptions and then cancel. Once we’ve processed the cancellation you will still have access to the online content or appointments until the month you’ve already paid for runs out. You will be contacted to confirm that your cancellation has been successful.
If you’ve paid for a full 12-months and can’t continue for any reason part way through you cannot transfer any remaining paid months to someone else. The program is highly customised to suit your personal needs and a full 12–months is needed to achieve what the program has been designed to do.
If you are having any issues with your account or subscription, please contact our customer service team on (02) 6174 4663 who will talk you through any issues or reset any details. Alternatively you can email the team: admin@healthyeatinghub.com.au.
We take any issues or complaints very seriously and endeavour to solve them as soon as possible. If you find yourself upset or disappointed with anything, please contact us as soon as possible