Terms & Conditions

Effective Date: 1st January 2025
Business Name: Heal & Flow Therapy
ABN: 56827996522
Contact: +61422080060 | hello@healandflow.com.au | www.healandflow.com.au

These Terms and Conditions ("Terms") govern the use of counselling services provided by Heal & Flow Therapy ("we", "our", "us"). By engaging with our services, you ("you", "the client") agree to these Terms.

1. Services Provided

We provide professional counselling services including individual counselling, couples therapy, online counselling for clients aged 16 and over. Services are delivered by qualified practitioners in accordance with the ethical standards of relevant professional bodies (e.g., PACFA, ACA).

Counselling is a collaborative process but is not a substitute for medical or psychiatric care. We do not provide crisis services. In an emergency, contact 000 or your local crisis service.

2. Appointments and Cancellations

Booking

Appointments can be booked via phone/email/online system. A standard session is 50 minutes, unless otherwise agreed.

Cancellations

We require at least 24 hours’ notice for cancellation or rescheduling of appointments. Cancellations with less than 24 hours’ notice, or non-attendance, may incur a cancellation fee of 50% of the full session fee, unless due to exceptional circumstances.

Late Arrival

If you arrive late, your session will end at the scheduled time to respect other clients. Full fees apply.

3. Fees and Payments

Fees

Current fees are:

Standard counselling session: $140.00 per 50 minutes or $180.00 per 90 minutes.

Fees are subject to periodic review with reasonable notice provided.

Payment

Payment is due at the time of service via [cash, EFT, credit card, etc.]. Some services may be eligible for rebates (e.g., private health). Please note that counselling and psychotherapy sessions are not currently covered by Medicare or a Mental Health Care Plan (MHCP).

4. Confidentiality

All sessions are confidential and information you share will not be disclosed without your consent, except in the following circumstances:

You are at risk of harm to yourself or others
There is a risk of harm to a child or vulnerable person
We are legally obligated (e.g., court order, subpoena)
With your written consent (e.g., to liaise with a GP or another provider)

Records are stored securely and managed in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.

5. Record Keeping

We maintain confidential clinical records as required by law and professional guidelines. You may request access to your records in writing. We reserve the right to withhold access in limited circumstances where permitted by law.

Client records are retained for at least 7 years after the last session, or until a minor turns 25, in compliance with Australian law.

6. Code of Conduct

We are committed to providing a safe and respectful environment for clients and staff. We reserve the right to terminate services where a client engages in:

Abusive, threatening, or inappropriate behaviour
Repeated cancellations or no-shows
Failure to pay fees

Clients have the right to be treated with dignity and to raise concerns or complaints at any time.

7. Telehealth and Online Counselling

Online or phone counselling may be offered via secure platforms. While we take reasonable steps to ensure privacy, you are responsible for using a safe and private location.

By participating in telehealth services, you acknowledge and accept the limitations of online communication, including potential risks to confidentiality due to internet security.

8. Outcomes and Limitations

Counselling outcomes vary and are influenced by many factors. We do not guarantee specific outcomes. Participation in counselling is voluntary, and you may choose to discontinue at any time.

We do not provide medico-legal reports or assessments unless previously agreed upon.

9. Complaints and Feedback

We welcome your feedback. If you have concerns about the service, please speak directly with your counsellor or contact Rachel Ainge. If unresolved, you may contact the relevant professional body (e.g., PACFA – www.pacfa.org.au or ACA – www.theaca.net.au) or the Office of the Australian Information Commissioner (OAIC) for privacy-related complaints.

10. Amendments to Terms

We may update these Terms from time to time. The most recent version will always be available at www.healandflow.com.au

11. Agreement

By booking and attending a session, you agree to abide by these Terms and acknowledge that you have read and understood them. If you have questions or need clarification, please contact us before your appointment.