Booking Terms and Conditions
These terms outline how Kindred operates, both online and in person, and what you can expect when using this website or engaging our services. They are designed to ensure transparency, mutual respect, and clarity about responsibilities, fees, and privacy.
Please take a moment to read them before booking your first session.
By booking a session with Kindred, you acknowledge that you have read, understood and agreed to these Terms and Conditions.
01. General
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These Terms and Conditions (“T+Cs”) govern all online and in-person bookings for counselling and related services. By making a booking, you agree to be bound by these T+Cs.
These T+Cs operate in conjunction with our Privacy Policy, our Informed Consent Agreement, and our AI Use and Consent Policy.
02. Bookings
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All appointments must be booked via the online booking system or directly with your practitioner.
Bookings are subject to availability and confirmation. You are responsible for ensuring the accuracy of your booking details.
03. Communication and Availability
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Clients may contact their practitioner via email or the designated Halaxy SMS number for administrative matters such as scheduling, invoicing, or brief clarifications. Your practitioner is frequently in session and cannot respond immediately. Messages will be responded to as soon as practical within working hours.
Your practitioner does not monitor email or SMS outside working hours and is not available on call.
Messages sent after hours, or messages containing emotional or therapeutic material, will be acknowledged and held for discussion in the next session. Therapeutic work does not occur via text or email.
If you are distressed or unable to keep yourself safe, please contact an appropriate crisis service rather than waiting for a reply. Crisis contacts include:
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Lifeline (13 11 14)
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Beyond Blue (1300 224 636)
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Suicide Call Back Service (1300 659 467)
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eheadspace (1800 650 890)
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If you are in immediate danger, call 000.
All outgoing calls from your practitioner will come from a private number to protect practitioner privacy. All efforts will be made to notify you by text to expect their call, if made outside of appointment times.
04. Fees and Payments
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The current schedule of fees is displayed on the booking system and may be updated at any time. Payment is required at the time of booking unless otherwise agreed in writing.
A non-refundable deposit of fifty per cent (50%) of the session fee is required at the time of booking for all online appointments made through the booking system. For appointments booked directly with your practitioner, a deposit may be required at your practitioner’s discretion.
The deposit forms part of the total session fee and will be applied to the final invoice. If a cancellation occurs within the late-cancellation window, the deposit will be retained as part of the full session fee payable. Where inadequate notice is given or a session is not attended, the remaining balance of the session fee will be charged to the stored payment method.
Accepted payment methods include Halaxy-secured credit or debit card payments, PayID, and direct deposit where arranged. Clients may also be required to store a valid payment method in the Halaxy system to confirm future bookings.
05. Session Types and Durations
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Sessions are available in standard durations (e.g., 50, 80, or 100 minutes). Sessions will finish at the scheduled time, regardless of late arrival. If a client arrives more than twenty (20) minutes after the scheduled start time, your practitioner may determine that there is insufficient time to conduct an effective session. In such cases, the session may be cancelled or rescheduled at your practitioner’s discretion, and the full session fee will remain payable.
Bundled sessions, gift vouchers and out-of-hours pricing (if offered) are subject to specific conditions detailed at the time of purchase.
06. Cancellations and Rescheduling
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You may cancel or reschedule your appointment up to twenty-four (24) hours before the scheduled time without penalty. This applies equally to Monday appointments, which may be cancelled or rescheduled over the weekend period (by text message), provided at least 24 hours’ notice is given.
Cancellations or reschedules with less than 24 hours’ notice will incur the full session fee. Non-attendance without notice will be treated as a late cancellation.
In exceptional circumstances (e.g., illness or emergencies), your practitioner may waive or reduce fees at their discretion.
07. Refunds
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Refunds are not provided for completed services. Pre-paid sessions or session deposits cancelled within the required notice period will be refunded or credited to a future session.
Gift vouchers and bundled sessions are non-refundable, non-transferable, and subject to expiry terms as stated at purchase.
17. Record Keeping, Security and Access
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Your practitioner is required by law and by the ethical guidelines of the Australian Counselling Association (ACA) and PACFA to maintain accurate, contemporaneous clinical records for every session. These records form part of your health record and support continuity of care, clinical decision-making and legal compliance.
Kindred uses Halaxy, a secure, encrypted practice-management system designed specifically for healthcare providers. Halaxy protects client information through bank-grade encryption, secure data centres, role-restricted access, audit logging and compliance with Australian Privacy Principles (APPs) and relevant state and territory health privacy legislation. This includes, where applicable, the Health Records Act 2001 (Vic), the Health Records and Information Privacy Act 2002 (NSW), and other state frameworks.
The types of information stored in your Halaxy record may include contact details, referral information, session notes, consent forms, communication logs, invoices, payment methods stored through Halaxy’s PCI-DSS compliant gateway, outcome measures, and uploaded documents that you or your practitioner provide. Only information necessary for your care, administration or legal compliance is recorded.
Access to your record is restricted to your practitioner and authorised administrative processes within Halaxy. Your information is not shared with third parties unless required by law, with your explicit written consent, or where necessary to protect your immediate safety. De-identified information may be used for supervision in accordance with ethical guidelines.
Clinical notes and health records are retained for the minimum period required by law and insurer obligations. For adults, this is generally a minimum of seven (7) years from the last entry. For minors, records are retained until the client turns twenty-five (25) or for seven (7) years from the last entry, whichever is later.
You may request access to your clinical record at any time. Access may be provided through a written summary, a copy of the record, or another appropriate method. Your practitioner may decline access to specific portions of the record if release would pose a serious risk to your safety or the safety of others, or if disclosure is restricted by law. In such cases, your practitioner will explain the reason for the limitation and discuss alternative options.
You may request corrections to any information you believe is incomplete, inaccurate or outdated. Corrections will be made unless restricted by clinical, ethical or legal considerations. Where a correction cannot be made, an addendum may be added to the record to reflect your perspective.
If you transfer to another practitioner or provider, you may request that a copy or summary of your record be shared with them. Records will only be released with your written consent and in accordance with privacy and health-records legislation.
All digital communication, documentation, and telehealth material is stored or transmitted through secure systems wherever possible. However, no digital platform can guarantee absolute security. By engaging in digital communication or telehealth, you acknowledge these inherent risks and agree to take reasonable care in protecting your own privacy (e.g., using private devices and secure networks).
18. Gifts
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Small tokens may be accepted. High-value gifts cannot be accepted in accordance with ethical guidelines. Clients are under no obligation to provide gifts.
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