1.    General
1.1    These Terms and Conditions (“T+Cs”) govern all online bookings for counselling and related services.
1.2    By making a booking, you agree to be bound by these T+Cs.
1.3    These T+Cs operate in conjunction with our Privacy Policy and Informed Consent Agreement.

 

2.    Bookings
2.1    All appointments must be booked via the online booking system or directly with the practitioner
2.2    Bookings are subject to availability and confirmation.
2.3    You are responsible for ensuring the accuracy of your booking details.

 

3.    Fees and Payment
3.1    The current schedule of fees is displayed on the booking system and may be updated at any time.
3.2    Payment is required at the time of booking unless otherwise agreed in writing.
3.3    Accepted payment methods are listed on the booking system.
3.4    All fees are in Australian dollars (AUD) and inclusive of GST where applicable.

 

4.    Session Types and Duration
4.1    Sessions are available in standard durations (e.g., 50, 80, or 100  minutes).
4.2    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, the practitioner may determine that there is insufficient time to conduct an effective session. In such cases, the session may be cancelled or rescheduled at the practitioner’s discretion, and the full session fee will remain payable.
4.3    Bundled sessions, gift vouchers, and out-of-hours pricing (if offered) are subject to specific conditions detailed at the time of purchase

 

5.    Cancellations and Rescheduling
5.1    You may cancel or reschedule your appointment up to twenty-four () 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.
5.2    Cancellations or reschedules with less than 24  hours’ notice will incur the full session fee.
5.3    Non-attendance without notice will be treated as a late cancellation.
5.4    In exceptional circumstances (e.g., illness, emergencies), the practitioner may waive or reduce fees at their discretion.

 

6.    Refunds
6.1    Refunds are not provided for completed services.
6.2    Pre-paid sessions cancelled within the required notice period will be refunded or credited to a future session.
6.3    Gift vouchers and bundled sessions are non-refundable, non-transferable, and subject to expiry terms as stated at purchase.

 

7.    Professional Standards
7.1    All counselling services are delivered in accordance with the ethical guidelines of the Australian Counselling Association (ACA) and PACFA.
7.2    Counselling does not provide crisis intervention. If you are in immediate danger or experiencing a crisis, call  or Lifeline on   .
7.3    The practitioner may refuse or discontinue services where appropriate (e.g., conflict of interest, safety concerns).

 

8.    Confidentiality and Privacy
8.1    Personal information is collected, stored, and used in accordance with the Privacy Act  (Cth) and our Privacy Policy.
8.2    Confidentiality will be maintained except where disclosure is required by law (e.g., risk of harm, court order).
8.3    Online sessions use secure platforms, but complete security of electronic communications cannot be guaranteed.

 

9.    Client Responsibilities
9.1    For online and telephone sessions, you agree to:
9.1.1    Attend from a private, quiet, and safe location where you cannot be overheard or interrupted.
9.1.2    Ensure good lighting and a stable internet connection.
9.1.3    Have your device fully charged or connected to power.
9.1.4    Eliminate distractions by silencing phones, notifications, and other devices.
9.1.5    You must not record sessions either via the online telehealth platform or by other recording devices, including mobile phones.
9.2    Provide accurate and up-to-date information relevant to your care.

 

10.    Emergency contact and online safety
10.1    By booking an online session, you give express permission for the practitioner to contact your nominated emergency contact (or relevant authorities if required) in the event that:
10.1.1    the session is unexpectedly cut off or disrupted, and
10.1.2    the practitioner has reasonable concerns for your immediate safety or wellbeing.
10.2    This measure is in place to support your safety within the limitations of online counselling and will only be used where necessary.

 

11.    Limitation of Liability
11.1    To the extent permitted by law, the practitioner is not liable for indirect or consequential loss.
11.2    Nothing in these T+Cs excludes liability required by law (e.g., Australian Consumer Law).

 

12.    Amendments
12.1    These T+Cs may be updated at any time.
12.2    The version in effect at the time of booking will apply to that session.