Terms of Service

Terms of Service – The Grace Gawler Institute (GGI)

Please contact us if you would like us to email a PDF copy of our terms of service.

I have read and agree with the GGI’s terms of Service and have read the information below.

I understand that these are the approved terms of service of GGI.


A service agreement is an agreement made by two parties in this case GGI and the cancer patient who purchases services or goods from the GGI. The document called Terms of Service, outlines the relationship between the client (patient) and the GGI

Who is GGI & Background Brief?

The Grace Gawler Institute (GGI) was established in 2010 to support the life-work that co-founder Grace Gawler (Cornall) had initiated in 1974 when her then husband was diagnosed with osteosarcoma. Grace became the driving force throughout and after his recovery. Their experience in veterinary medicine combined with the lack of availability of supportive care medicine and cancer education whilst going through their cancer journey, along with his very poor prognosis; saw the establishment of a not for profit organisation based in Melbourne.


It is important that you are aware that the GGI cancer services provided by co-founder Grace Gawler are unique and based on 45 years’ experience in supportive care cancer medicine. During that time, Grace has worked nationally & internationally. She was a founding member of the Victorian Government’s Ministerial Advisory Committee for Women’s Health and has a credible background with an excellent track record in providing diverse cancer services. The GGI model is an exceptional service model and is unique worldwide for delivering personalised cancer help. Please refer to: https://www.gracegawlerinstitute.com/grace-gawlers-milestones


We do not endorse or practice alternative medicine for cancer patients, nor do we refer to any clinics, hospitals etc who only offer alternative treatments for cancer patients. Alternative (definition) – instead of conventional oncology or other scientifically based medical treatments. However, we are supportive of evidence-based complementary therapies and practices in combination with sound oncological and supportive care medicine. Effective cancer navigation requires communication and cooperation from treating practitioners. It is essential you have an oncologist as part of your health restoration team. If you are not under the care of an oncologist – we will assist you to find one. We strongly suggest that you keep your oncologist informed of any other treatment decisions and choices that you make.


Education is the process of facilitating learning, or the acquisition of knowledge, skills, values, beliefs, and habits. Educational methods include storytelling, discussion, teaching, training, and directed research. Education frequently takes place under the guidance of educators. A large portion of GGI’s work is cancer education; fulfilling the charter of our not-for-profit’s Constitution. Education is considered a part of either a Skype call or any Survivorship Care Plans. (suites) offered by GGI. It is essential to be educated about cancer and to therefore be able to make informed decisions about your cancer care.

Fee for service and product sales:

These support the GGI as a not for profit Health Promotion Charity that specialises in the care of cancer patients in a diverse and multidisciplinary manner. GGI operates with minimal overheads yet has a huge outreach nationally and internationally. GGI has 3 directors – Grace Gawler, Pip Cornall, Jeff Hutner. Please refer to Governance page for more information https://www.gracegawlerinstitute.com/governance

Cancer navigator:

A Cancer Navigator is a health care practitioner who is eclectic in terms of an overall view of cancer treatments and services offered to patients. They are required to be qualified and skilled; have longevity in the field of cancer supportive care medicine, understand the importance of psycho-oncology and emotional support and therefore, be able to help patients to safely find their way through the complex cancer maze.


Before signing up to a Survivorship Care Plan. (formerly called package) you need to consider this crucial question…. Are you “navigable” as a patient? In January 2019, GGI changed video call protocols (Skype and FaceTime) to accommodate this issue. Not all patients are suitable for a navigation plan and therefore we encourage you to read the following. Your navigator has 45 years’ experience in the field of cancer supportive care medicine and will offer you their best opinion/advice regarding important factors; some that are crucial and life-saving and can impact your outcome.


From Grace Gawler; ” Most patients find the GGI because they have tried to be empowered & innovative in finding solutions to their cancer.  We commonly see patients who have bounced from self-prescribed treatments to integrative & nutritional doctors to alternatively focused integrative clinics & hospitals. They find our institute because these treatments have failed them. Most have advanced cancers that are now difficult to treat after they have often spent a fortune on treatments they believed were personalised, but on analysis; were just one-size-fits-all treatments. We emphasise that we only collaborate with medical professionals with whom we have a built a long term trust-based professional relationship whose focus is on patient centred care. These experts, along with the GGI guidance, form the hub of our dedicated Cancer Navigation Plan.”

THEREFORE: If you are a cancer patient who wishes to mix and match alternative, complementary and conventional medicine yourself  – with a small amount of input from your cancer navigator – then GGI regrets to inform you that a navigation plan is not for you.

In our experience, many alternative medicine ‘entrepreneurs (the internet abounds with them) give advice that, if followed, can be very damaging to cancer patients. If a patient wants to include these alternative ‘practitioners’ in their team, again GGI suggests the navigation plan is not for you.

It is a requirement that you will have read these terms of service prior to committing to a survivorship care plan. Therefore, if the plan has already been purchased and GGI determines the stipulation above are being ignored or contravened, then the navigation plan will be terminated. This is your responsibility and there will not be a refund.

Intellectual Property: 

We remind our patients and their families that material produced by the GGI, e.g. manuals and information about our referral system and expert medical consultants as well as results of genomic tests, are governed by confidentiality laws and therefore are not to be exchanged between patients, nor any third party without permission from GGI. Ad hoc distribution of GGI copyright material without permission is not permitted.

Oncology involvement:

If you choose not to involve an oncologist or oncology staff in your recovery program, GGI cannot take responsibility for your choice. GGI considers the inclusion of an oncologist to be essential. As a part of our cancer education protocol, we will encourage you to create a team of proactive health practitioners, including an oncologist. Remember that an oncologist is an expert in the field of cancer’s nature, behaviour and treatments. Upon request, we can refer you for oncology second opinions.

Treatment choices:

We exist because we are committed to helping cancer patients achieve best outcomes. Therefore, we encourage you to think carefully about your cancer treatment choices and ask that you communicate with GGI whenever you have concerns or questions.


This is often misinterpreted word when it comes to managing illness, especially when patients wish to be self-empowered. In GGI’s experience with cancer we have seen that it is very easy for self-empowerment to become self-destructive. An example of this is a patient who was told to visit their doctor for anti-DVT medication/advice before travelling overseas for cancer treatment. Supplied Clexane by their GP on our recommendation, some patients chose to leave it unused Clexane unopened. Patients have died as a result of DVT because they had not prioritised preventing DVT and embolisms. Please refer to: https://www.gracegawlerinstitute.com/new-patients-cancer-survivorship-care-plans/

Our terms of service covers: Skype, Zoom or Facetime video consultations and our Cancer Navigation Survivorship Care Plan. Initial video consultations are designed for the patient to explore services offered by GGI. The GGI also evaluates if the service that GGI can offer is appropriate for the client as well as in the best interest of both parties.

Your first Skype, Zoom or Facetime consultation & patient involvement:

Whilst GGI appreciates that cancer patients may be unwell or impacted by treatments; and that friends and relatives are often desperate to help; it is essential that the patient (not family or friends) email GGI with their inquiry. It is essential it is the patient who is proactive in making all arrangements for the consultation including organising medical documents and summarising their medical history. In compliance with the privacy Act, it is a requirement that the patient completes the GGI online Questionnaire, not a relative or friend. This request relates not only to the Privacy Act, but also to patient empowerment and the importance of patients having a sense of control over their lives and medical affairs. By dealing directly with the patient – we all avoid a lot of difficult points of health laws with regards to privacy.

Video consultations – Patient inquiries:

It is essential for many reasons including patient privacy and empowerment that cancer patients take the leading role in all consultations including video consultations. Regulation regarding the privacy of health care information is particularly complex and strict when it comes to these matters. It should always be patient’s choice to have a family member present during the consultation, but it must be the patient who takes the leading role. Although we encourage family involvement and support, it must be the patient who makes inquiries and takes a leading role in their healthcare choices and decisions.

Fees for Video Consultations:

A fee for a 30-minute video consultation is clearly stated on the GGI website as is its purpose. Please read so that you are informed and consent to the service provided. Please refer to: https://www.gracegawlerinstitute.com/video-call-with-grace-gawler/


Fees for Emails:

Emails to clients or doctors, clinics, hospitals, pathology laboratories on the patient’s behalf, will be charged in 15 minute blocks and debited against the Survivorship Care Plan

Fees for Skype SMS communications:

Skype SMS to clients will be charged in 15 minute blocks and debited against the Survivorship Care Plan.

No-Show Policy:

Failure to keep a video consultation appointment without previous notification, GGI reserves the right to charge for the unattended 1 hour consultation time that has been set aside. The 1 hour will be debited from the patient’s Survivorship Care Plan fee. Disclosure of health information and impaired capacity: GGI is not in a position to offer assistance to patients who have impaired capacity and who need to have a carer or other person act on their behalf. As a relatively small organisation, we simply do not have the staff or funding to assist with these often-complex situations. There are many organisations well qualified and equipped to take care of persons with impaired capacity, ensuring their rights and privacy are properly catered for. GGI will always answer an inquiry relating to assistance in these circumstances. We offer a free service via email outsourcing to any to our associates, groups, organisations and other bone-fide innovative resources.

Cancer Navigation – Survivorship Plan Clients:

The services provided in Survivorship Care Plan will have been explained to the you, the client, during a video consultation, via email and by reading the necessary pages on our GGI website that pertain to a cancer navigation plan/package. It is an expectation that you are aware of what a Survivorship Care Plan  involves from both GGI and from you, the client.

Cancer Navigation Plan:

This is our unique Survivorship Care Plan – the most comprehensive cancer assistance plan that GGI can offer. These Survivorship Care Plans are intensive work for GGI’s Cancer Navigator – they are designed to be cost-effective in the long term – rather than ad-hoc advice periodically. The model aims to provide direction, patient encouragement, high-quality information, referrals for second opinions and treatment considerations, continuity, and a point of contact when crucial questions/treatments or the unexpected arises. A Cancer Navigation Service includes assistance with logistics, treatment schedules, communications with your treating doctors and contact whilst the patient is in a foreign country – plus monitoring and referrals in a patient’s home country.


The patient must have 100% engagement with navigator when embarking on a Cancer Navigation Survivorship Care Plan. It is not appropriate for friends or relatives to make any decision for or on behalf of a cancer patient. when overseas medical travel is involved. If a patient is incapacitated during the course of a Survivorship Care Plan we request if possible, that the patient and not a family member, partner or spouse; sign a consent form providing permission for the family member to act on their behalf.


We take our responsibility seriously. A Cancer Navigation Survivorship Care Plan is essential and not negotiable for any patient who requests navigation and support whilst seeking treatment overseas, based upon GGI’s advice. Video consultations are intended for guidance, information and a discussion regarding options/second opinions and suitability for a Survivorship Care Plan . Intensive assistance from GGI’s Navigator requires patient enrolment in a cancer Survivorship Care Plan

Navigation Survivorship Care Plan – Genomic Service: 

At the beginning a Survivorship Care Plan  many pieces of information are required to best assist and direct patients. One of the key referrals we can offer to a patient via their treating doctor is direct access to private Genomic testing. This can take time for the Laboratory to procure tissue, perform tests and also to report on each patient’s results in a personalised manner. Sometimes there can be delays receiving samples and as well – tissue quality may not be of standard for DNA testing.

The Laboratory deals with many complex issues for each patient. Ethically, GGI and representative Grace Gawler is not allowed to dispense personal medical genomic reports or information to any patient without the patient having first consulted with a qualified Genomic-trained oncologist who will interpret the test and provide the patient with targeted treatment options. Once that consultation has occurred with an oncologist, GGI can proceed with assisting the client (patient) being proactive on behalf of the patient; assisting the oncologist and patient in a multi-disciplined manner which includes exploring options of targeted complementary medicine. As soon as patients receive their genomic results – they must consult with the recommended genomic specialist oncologist for interpretation. Reports are complex and can easily be misunderstood by patients. Type of genomic tests are recommended by the Laboratory (not GGI) and in conjunction with your treating doctors.

The Role of Targeted Complementary Medicine Prescriptions & Survivorship Care Plans

Prescribing complementary medicines is an integral part of all GGI’s Survivorship Care Plans. It is essential to obtain your prescriptive products via our password protected speciality store. GGI’s boutique, thorough and dedicated patient services, provides a One-Stop-Supportive & Personalised Hub that safely supports your oncology treatments.

On your behalf, Grace practices pharmaco-vigilance and responsible naturopathy utilising information provided on patients’ PGX (pharmacogenomic reports), other genomic diagnostic information and information obtained from questionnaires, scans, and other detailed case files.

From the outset, our Care Plan services negate patients having to source different treatment modalities from different healthcare practitioners thus saving time, stress, energy and inevitably avoiding the confusion of taking extra treatments not in your prescriptive Survivorship Care Plan Protocol.

During preliminary Care Plan consultations, the importance of adhering to prescribing of targeted complementary medicines is clearly explained. For your own safety and wellbeing, we ask that you adhere to GGI’s guidelines re prescriptive complementary medicines.

The Grace Gawler Institute provides an online store where hand-picked practitioner and research grade products are made available only to our clients. We do not hold stock of these products, but order from our various suppliers, as patients require them. We add new products according to patients’ needs.

It is essential to obtain your prescriptive products via our password protected speciality store for the following reasons: If patients purchase GGI’s prescriptive products from another source, the specified protocol design and therapeutic chain is disrupted and the opportunity for ongoing monitoring fails.

Adherence to your prescription complementary meds, means that Grace can track symptoms and side effects whilst providing ongoing monitoring via regular blood tests that should be provided by your GP or oncologist.
Constant contact with Grace means she is regularly updated with your general health and cancer situation. Continuity of contact may result in early discovery of recurrence or other conditions NOT related to your cancer that may impact your wellbeing/survivorship.

Treatment resistance can occur with complementary medicines as with conventional cancer treatments. Sometimes they need to be changed or dose adjusted.  As a backup – Grace monitors the GGI online Cancer Speciality store. If she has no record of your purchases, we assume you are not following our protocol and guidelines – and follow up is therefore not possible.

Brand substitution can sometimes occur meaning patients take a less therapeutic product, one that do harm or interfere with other treatments including those that are medically prescribed.

At the completion of your first Survivorship Care Plan (which may be either the Basic Plan-10 hours of service or the Platinum Plan-15 hours) we offer discounted Renewal plans as well as maintenance and monitoring care Plans.

We strongly recommend that patients who have recovered & cancer free, take advantage of at least 2 Maintenance and Monitoring care Plans. https://www.gracegawlerinstitute.com/maintenance-and-monitoring-cancer-care-plan/

Registering for services:

When you register for a Cancer Navigation Plan, you can take advantage of a significant therapeutic and knowledge-based relationship with a qualified and highly experienced Cancer Navigator. Because of its uniqueness, there is no benchmark for the services provided. The level of thoroughness, record-keeping, in-depth research, forensic approaches, referrals to specialists for second opinions – both here in Australia and overseas, set a high standard of excellence in Cancer Navigation.
NB: It must be the patient who registers for the service and the patient who signs the consent form.

Registering and Completing a payment for GGI services:

Implies that you have read our Terms of Service and understand the process and services provided by Skype, Facetime or Zoom video consultations. GGI provides detailed information on its website regarding ALL SERVICES. These services are clearly labelled on the website’s menu.


Payments for video consultation and Survivorship Care Plan are receipted through our secure provider Paymate. The reference number will state the service you have paid for on the transaction receipt. We do not issue any further receipt and we consider this to be your official receipt.

Refunds – GGI Termination of the agreement:

Please be informed that if you have registered and paid for a Survivorship Care Plan , that the fee is not refundable except in exceptional circumstances. One primary reason for this is that we can take on no more than 1 navigated patient per week. Not continuing with the plan or breaking the terms of agreement means another patient may miss out on the opportunity to join a cancer navigation plan in you place. It is your responsibility to have read these terms of service. It is understood you have therefore made your payment with informed consent. In the case of exceptional circumstances: e.g. financial hardship – we require proof.

The first step of the process is a video consultation with the navigator. NEXT: The issue would be taken to a directors meeting and a decision made regarding legitimacy of the claim. In certain circumstances, where a Survivorship Care Plan  has been purchased but not utilised for legitimate reasons; delayed services can be provided under special arrangement agreement with the client. The GGI is a registered not-for-profit organisation with the ACNC. Standard business structures are implemented. Fee for service and residual from sale of any product goes directly to the GGI and not directly to GGI representatives.

GGI Termination of the Agreement:

If after 6 months the client/patient has not contacted us nor RENEWED their Survivorship Care Plan , the Agreement, under Terms of Service is considered expired. GGI reserves the right to terminate the agreement if patients have not acted appropriately according to the terms of service requirements.

Fee-for-service and donations:

Donations made to GGI are accounted separately via our Gift account. A fee for service differs to a donation which can be a tax deduction for Australian citizens. Tax-deductible donations are independently monitored and deposited to our Gift Account. GGI must comply with the rules of ATO, ASIC and ACNC – the latter being our governing charitable entity.

Important Changes to Previous Cancer Navigation Service Agreement:

Please refer to: https://www.gracegawlerinstitute.com/cancer-navigation-package/2019

Additional Services – Our Maintenance and Monitoring Plan:

The Survivorship Care Plan is geared to assist patients who have completed at least two intensive full navigation packages and whose cancer situation is stable or in remission; requiring ongoing maintenance and monitoring. It is ideal for ongoing continuity aimed at reducing crisis management and stress, often seen when patients have become complacent.

Preventing Cancer Recurrence:

This Survivorship Care Plan  is especially designed for patients who have been through chemotherapy, radiation and other cancer treatments and are now clear of cancer, but suffering significant, chronic side effects related to past treatment. For example; many patients suffer from inflammatory joint issues, nerve damage, or weakened bones to name a few. This is a true health restoration program and is made available to any former GGI clients or first time GGI clients who want to attend to improving their health based on evidence-based lifestyle changes, specific gene testing, exercise and stretch, complementary medicine or therapies.

Promoting Health – Preventing Cancer:

New individualised Survivorship Care Plans for health promotion in cancer prevention are being developed. Check the website for further information.

Consent and Privacy Policy:

National Privacy Principle 5 requires our Practice (GGI) to have a document that clearly sets out its policies on handling personal information, including health information. This document, commonly called a privacy policy, outlines how GGI handles personal information collected (including health information) and how we protect the security of this information. For more information please refer to the ‘About’ section of our Website www.gracegawlerinstitute.com

Updating privacy policies:

The GGI is regularly updated regarding data collection and storage. We note that a new data notifications scheme was implemented under the Commonwealth privacy act, which commenced on 22 February 2018.  Training workshops by legal entities are provided to healthcare providers and NFP groups. The next being held in Brisbane Wednesday, 18 April 2018.Please refer to our registration body ACNC https://www.acnc.gov.au/ACNC/FTS/Managing_peoples_information_and_data_.aspx

Privacy regarding GGI’s online Patient Questionnaire Form:

If you have had a video consultation or have joined a Survivorship Care Plan , you will have completed and submitted an online questionnaire. This information is only received by Grace Gawler- your cancer Navigator for the purpose of your consultation. The information is security protected by several firewalls and an ‘in the cloud’ security system – in addition all patient related information is stored digitally on a password protected terabyte storage system.

Our Security:

This website is secured behind an Internationally accredited firewall which prevents intrusion of any outside, unauthorised parties. Should attempted breaches occur. We have many layers in our system to protect patient’s personal data. Internet security incurs the Institute a substantial monthly cost so that data is safe.


For reasons of medical ethics and confidentiality it is a requirement that we have your signed consent when handling your medical information. You must be the patient to complete the GGI Consent Form and online questionnaire. When giving consent to share your health information – for your peace of mind and our legal obligations; please be aware of how we  handle your information. We do not divulge any aspect of your personal information or health matters to any third parties, marketers or others unless we have written permission from you in a specific situation.

Your consent form outlines when necessary that you give permission for GGI’s cancer navigator to forward your medical information to oncologists for second opinion, for further diagnostic purposes, e.g. for genomic testing or for treatment to be provided overseas.

Protocol and Patient Online Questionnaires:

When your completed online form has been received by GGI you will be contacted by email. Prior to any service provided by GGI, a one-page consent form will have been be sent to the patient, completed, signed and returned before your video appointment will be scheduled. Other requested information is therefore obtained expressly with your consent. Our referral service for second opinions to Medical Centres of Excellence and specialists – nationally & internationally, requires your signed consent which is sent prior to a Skype call or signing up to a Survivorship Care Plan. By signing the consent form, GGI has permission to forward information to these specialists. Should any new entity (e.g. a bank, payment organisation such as OFX or Paymate that is non-medical) request consent to discuss any information about GGI patients, it is our policy that you will be contacted.

Term of Service Agreement – expiry period:

As a service provider, GGI, via its video consultations agrees to provide a one-off service for a set fee. Continuing services such as GGI Survivorship Care Plans that that comprise a set number of hours and specific services as outlined on our website, incur a set fee for service.Cancer navigation services can be utilised by the client/patient over a period of no more than 6 months from date of registration/previous payment.

Rights, Responsibilities and Obligations of the Parties:

In working with GGI It is expected that:

You have read and agree with our Terms of Service and that you fully comprehend the scope & depth of our Video consultations and Cancer Navigation Services. Trust is an imperative component of GGI’s approach. Establishing a therapeutic relationship between you & the navigator is imperative. You excel in your role as a navigated patient. You excel in communication and compliance. You will disclose information that is critical to your care. You know what we expect of you & what we provide. You make sure our instructions or information to you is not misunderstand or misinterpreted.

Implementation of terms of service:

By selecting the Pay for Survivorship Care Plan icon (Paymate) online at our website, you acknowledge that you agree and comply with GGI’s terms of Service. On request – this terms-of-service agreement can be mailed to you in hard copy on the condition that it is signed & returned to our office at Grace Gawler Institute, PO Box 880, Paradise Point, Gold Coast, QLD 4216. Should you have an issue with GGI or delivery of its services and you have not read your terms of service or requested our terms of service in hard copy; we request that you do so before contacting us.

Conflict resolution:

We understand dealing with cancer is extremely traumatic and may create emotional trauma; a roller-coaster for many patients. With this in consideration, we suggest every effort to establish amicable dialogues between the patient and GGI whilst problems are being resolved, should be the standard. The first step would be a video call discussion with your navigator. Since diplomatic dialogue will have been employed by the GGI in an attempt to resolve a conflict; abusive emails, negative Facebook or Google reviews, will not be tolerated and the Survivorship Care Plan  contract will be terminated without refund and regardless of the registration date.


This document pertains to the patient only, with whom each arrangement for services has been made. The client/patient will have signed a consent document and made the agreement with GGI. Grace Gawler Institute and its representatives work diligently in the best interests of the patient but cannot always be responsible for choices that the patient makes. By reading and agreeing with the Terms of Service; it is understood that the patient takes full responsibility for his or her decisions and waivers any actions by other parties against the Grace Gawler Institute. These terms of service have approved by the directors for the Grace Gawler Institute, a registered not for profit health promotion charity.

ABN 71 146 457 874.

Signed the directors for the Grace Gawler Institute:

P J Cornall

Grace Gawler Cornall

Jeff Hutner