Terms & Conditions

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1. Booking

By booking an appointment with MindRiver Center – Counselling & Wellbeing, you acknowledge and agree to the following Terms & Conditions in accordance with applicable Australian and Victorian laws, including the Privacy Act 1988 (Cth), Health Records Act 2001 (Vic), Australian Privacy Principles, and Australian Counselling Association (ACA) ethical standards.

   

 2. Appointment Bookings

When you book an appointment, that time is reserved exclusively for you. By proceeding with a booking, you confirm that you have checked and agreed to the appointment date, time, practitioner, and location (including telehealth where applicable), and agree to attend the scheduled appointment.

Following your booking, you may be contacted by SMS, email, or phone to confirm your appointment, ensure intake forms and consent documents are completed, and provide telehealth access details where relevant.

Clients are responsible for providing accurate and up-to-date personal and contact information, including phone number, email address, residential address, emergency contact details, and relevant health information. Clients must notify MindRiver Center promptly of any changes to these details.

Completion and signing of all required intake, consent, privacy, and assessment forms prior to the first appointment is the responsibility of the client. Failure to complete required documentation may result in postponement or cancellation of appointments.

 

3. Initial Consultation

Your initial consultation is complimentary and up to 30 minutes in duration. Subsequent sessions are charged in accordance with the current MindRiver Center fee schedule. Concession session rates are currently from $80 AUD.

 

4. Payments & Automatic Debits

Payment is required in full at the time of booking or on the day of the appointment, depending on the booking type selected.

As part of attending appointments at MindRiver Center – Counselling & Wellbeing, the applicable session fee will be automatically debited on the day of the appointment from your nominated debit card, credit card, or approved payment method in accordance with your online booking selection.

If payment cannot be processed, future appointments may be postponed until outstanding balances are finalised.

 

5. Cancellation & No-Show Policy

A minimum of 24 business hours’ notice is required to cancel or reschedule an appointment.

• Cancellations with less than 24 business hours’ notice incur the full session fee.

• Failure to attend (no-show) incurs the full session fee.

• If you do not attend your initial appointment or cancel on the day, payments made are non-refundable.

For example, if your appointment is scheduled for 2:00pm Monday, cancellation must occur before 2:00pm Friday of the preceding business week.

This policy exists because appointment times are reserved specifically for each client and late cancellations prevent access for other clients requiring support.

In cases of genuine hardship or extenuating circumstances, clients are encouraged to discuss this directly with their practitioner so appropriate arrangements may be considered.

 

6. Session Packages

By purchasing a discounted session package or bundle, you acknowledge and agree that:

• packages are valid for 10 weeks from the date of purchase;

• packages are non-refundable and non-transferable;

• sessions are subject to practitioner availability and must be booked in advance;

• unused sessions cannot be carried over beyond the validity period.

 

7. Confidentiality & Privacy

All personal information, counselling records, intake forms, payment details, and communications are collected, stored, and managed confidentially and securely in accordance with:

• Privacy Act 1988 (Cth);

• Health Records Act 2001 (Vic);

• Australian Privacy Principles (APPs);

• applicable professional ethical obligations.

Client information is used only for purposes directly related to service provision, communication, legal obligations, administration, and client care.

Confidentiality may only be limited where disclosure is required or authorised by law, including but not limited to:

• risk of harm to self or others;

• suspected abuse or neglect;

• mandatory reporting obligations;

• subpoena, court order, or other legal requirements.

Clients acknowledge that electronic communication, online systems, and telehealth services carry inherent privacy and cybersecurity risks despite reasonable security measures being implemented.

 

8. Telehealth Services

Clients attending via telehealth are responsible for ensuring access to a private environment, stable internet connection, and suitable technology. While reasonable measures are taken to maintain privacy and confidentiality, MindRiver Center cannot guarantee protection against technological interruptions or breaches outside reasonable control.

 

9. Emergency Support

MindRiver Center – Counselling & Wellbeing is not a crisis or emergency service. If you are experiencing an emergency or require urgent mental health support, please contact:

• Emergency Services – 000

• Lifeline – 13 11 14

• Your local Mental Health Triage Service or nearest emergency department.

 

10. Client Responsibilities

Clients agree to engage respectfully, provide accurate information, attend appointments safely, communicate changes appropriately, and comply with booking, payment, and privacy policies. Aggressive, threatening, abusive, discriminatory, or inappropriate behaviour toward practitioners or staff may result in suspension or termination of services.

 

11. Consent to Services

By proceeding with a booking, you confirm that you:

• understand and accept these Terms & Conditions;

• voluntarily consent to counselling and wellbeing services;

• understand the limitations of confidentiality and telehealth services;

• authorise MindRiver Center to process payments in accordance with your booking selection.

 

 

MindRiver Center – Counselling & Wellbeing reserves the right to update these Terms & Conditions where required by operational, ethical, or legal obligations.