Terms & Conditions

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1. General

By booking an appointment with MindRiver Center – Counselling & Wellbeing, you acknowledge that you have read and agree to these Terms & Conditions.

These Terms & Conditions apply to services provided by MindRiver Center and should be read together with any applicable consent forms, service agreements and our Privacy Policy.

   

 2. Appointment Bookings

When you book an appointment, that time is reserved specifically for you. By proceeding with a booking, you confirm that you have checked the appointment date, time, practitioner and service location, including telehealth where applicable.

Following your booking, you may be contacted by SMS, email or phone regarding appointment confirmation, intake and consent documentation, payment arrangements or telehealth access details.

Clients are responsible for providing accurate and up-to-date information reasonably required for the provision of services and for notifying MindRiver Center of relevant changes.

Required intake and consent documentation should be completed before the first appointment. Where information or documentation necessary to provide services safely and appropriately has not been completed, an appointment may need to be postponed.

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3. Initial Consultation & Reduced Fees

Your initial consultation is complimentary and is up to 30 minutes in duration.

During this consultation, you and your practitioner can discuss your needs, circumstances and the suitability of services.

Concession card holders, students and clients experiencing financial hardship may be eligible for reduced fees of 50% or more, depending on individual circumstances. Where a reduced fee is appropriate, the ongoing session fee will be discussed and agreed with your practitioner.

Standard subsequent sessions are charged according to MindRiver Center's current fee schedule or another fee agreed with your practitioner.

 

4. Payments

Payment is required in accordance with the payment arrangement selected or agreed at the time of booking.

Where a client has authorised automatic payment, the applicable session fee may be charged to the nominated debit card, credit card or other approved payment method on the day of the appointment.

Clients are responsible for ensuring that valid payment details are maintained.

If a payment cannot be processed, MindRiver Center may contact the client to arrange payment. Future appointments may be postponed where an outstanding balance remains unresolved.

 

5. Cancellation & Non-Attendance

MindRiver Center requires at least 24 business hours' notice to cancel or reschedule an appointment.

Cancellations made with less than the required notice, and appointments that are not attended, may incur up to the full applicable session fee.

This policy reflects that appointment times are reserved specifically for each client and late cancellations may prevent another client from accessing that appointment.

Where genuine hardship, illness, emergency or other exceptional circumstances arise, clients are encouraged to discuss this with their practitioner. MindRiver Center may exercise reasonable discretion regarding cancellation fees based on the circumstances.

 

6. Session Packages

Where MindRiver Center offers prepaid or discounted session packages:

• the applicable validity period will be disclosed before purchase;

• appointments remain subject to practitioner availability;

• packages are for the client for whom they were purchased and are not transferable without prior agreement;

• change-of-mind refunds are not ordinarily provided; and

• any refund or other remedy required under Australian Consumer Law will continue to apply.

Where a client is unable to use sessions within the stated validity period because of circumstances attributable to MindRiver Center or the treating practitioner, reasonable arrangements will be made regarding the remaining sessions.

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

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7. Confidentiality & Privacy

MindRiver Center respects the privacy and confidentiality of clients and handles personal and health information in accordance with applicable privacy and health-records legislation and professional obligations.

Information collected in connection with services may include personal information, health information, counselling records, intake and consent documentation, appointment information and relevant communications.

Information is collected, used, stored and disclosed only where reasonably necessary for the provision and administration of services or where otherwise permitted or required by law.

Counselling is confidential; however, confidentiality is not absolute. Information may be disclosed where the client has provided consent, where disclosure is required or authorised by law, where necessary in accordance with applicable professional or legal obligations, or in circumstances involving serious safety or child-protection concerns where disclosure is legally permitted or required.

Where appropriate and lawful, practitioners will seek to discuss a proposed disclosure with the client before information is shared.

Further information about how MindRiver Center collects, stores, uses and protects personal and health information is available in our Privacy Policy.

 

8. Telehealth Services

Clients attending appointments by telehealth are responsible for taking reasonable steps to access the session from a private and suitable environment and for having an appropriate internet connection and device.

MindRiver Center takes reasonable steps to protect privacy and confidentiality when providing telehealth services. However, electronic communication and technology can involve risks or interruptions outside the reasonable control of MindRiver Center or the practitioner.

If a telehealth session is significantly disrupted by technical difficulties, the practitioner and client will discuss an appropriate way to continue or reschedule the appointment.

 

9. Emergency & Crisis Support

MindRiver Center is not an emergency or crisis service.

If you or another person is in immediate danger, call 000 or attend the nearest emergency department.

For 24-hour crisis support, contact Lifeline on 13 11 14.

Clients requiring urgent mental health assessment may also contact their local mental health triage service or other appropriate emergency or crisis service.

 

10. Client Responsibilities & Respectful Conduct

Clients are expected to engage respectfully with practitioners and staff, provide information reasonably necessary for safe and appropriate service delivery, and comply with agreed booking and payment arrangements.

Threatening, abusive, discriminatory, harassing or otherwise unsafe behaviour towards practitioners, staff or other clients may result in reasonable steps being taken to protect safety, including suspension or termination of services where appropriate.

Where clinically and practically appropriate, MindRiver Center will seek to manage the ending or transfer of services in a way that considers continuity of care.

 

11. NDIS-Funded Services

Where services are accessed using NDIS funding, services must be appropriate to the participant's disability-related needs, individual goals, plan and available funding. Participants or their nominees are responsible for confirming their funding arrangements and the availability of sufficient funds for the agreed services.

MindRiver Center welcomes eligible self-managed and plan-managed NDIS participants where counselling is appropriate to their disability-related needs, individual goals and available funding.

NDIS-funded services may also be subject to an individual service agreement outlining matters such as the agreed service, fees, payment arrangements, cancellations, communication and other relevant conditions.

 

12. Consent to Services

By proceeding with a booking, you acknowledge that you have read and accepted these Terms & Conditions.

Clinical consent, confidentiality, privacy, the nature of the service and other relevant matters may also be addressed through separate intake and informed-consent documentation.

Participation in counselling and other services provided by MindRiver Center is voluntary, subject to any separate legal or contractual arrangements that may apply.

 

13. Changes to These Terms

MindRiver Center may update these Terms & Conditions from time to time to reflect changes to services, professional requirements, operational practices or applicable law.

Changes will apply prospectively and will not remove rights or remedies available under applicable law.

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MindRiver Center – Counselling & Wellbeing 

mindrivercenter.org