Policies

  • Prior to enquiring into services, please note that this service will require your card details to be placed on file.

    All payments are processed automatically via our Halaxy healthcare software system.

    For security, neither your practitioner nor Halaxy staff can access your card details. Your information is encrypted, tokenised, and securely stored by Braintree (a subsidiary of PayPal).

    For more details, please refer to Halaxy’s card security FAQ.

    Your Payment Obligations

    It is your responsibility to ensure that sufficient funds are available in your account on the day of your appointment. If a payment fails due to insufficient funds, a late payment fee will apply. Patients with overdue payments may be required to prepay for future appointments or may face restrictions on booking new appointments.

  • We prefer to avoid a cancellation fee as much as possible, and use multiple forms of appointment reminders (email + SMS).

    Late cancellations impact clinicians and other patients who miss out on an appointment opportunity. Fees charged helps to mitigate against repeat occurences and compensates clinicians for their time.

    Exceptional circumstances can be discussed and a reduced fee may be applied on a case by case basis.

    Cancellation Fees

    • Non-attendance without notice / same day cancellation: Full fee charged for the allocated time

    • Less than 24 hours notice (1 business day): $200

    • Less than 48 hours notice (2 business days): $100

    Note: Cancellations sent outside of standard 9 - 5 business hours (inc. evenings, weekends, or public holidays) will be considered received at the start of the next business day.

  • Your information is collected to ensure high-quality, individualised support. Before commencing services, you will be asked to complete an online intake form, which includes personal details (such as contact and payment information) and outlines our service policies.

    All information is securely stored within our practice management software, Halaxy.

    Click here to learn more about Halaxy’s privacy and security measures.

    Additionally, this service uses Heidi Health, a HIPAA-compliant software, for technology-assisted note-taking.

  • To maintain clear therapeutic boundaries and ensure the effectiveness of your sessions, we encourage all communication to take place during scheduled appointments. Frequent contact outside of sessions, particularly via easily accessible technology, can blur these boundaries and reduce the impact of dedicated therapy time.

    Appointment Changes: Please manage all cancellations and rescheduling online via Halaxy.

    Essential Contact Only: We kindly ask that clients limit contact outside of sessions unless absolutely necessary for logistical reasons. If you encounter an urgent issue—such as running late, difficulty accessing the building, or technical problems with Telehealth—you may email your practitioner.

    Email Communication: Occasionally, you may need to send documents or information via email. Please note that electronic communication, including emails and mobile messaging, may be vulnerable to security risks. Any email exchanges will be documented as part of your legal record.

    Support Between Sessions: Your therapy sessions are your dedicated space to explore any concerns. If you require support between sessions, you may find additional resources helpful, such as peer support groups like Grow. A comprehensive list of Victorian support groups is available through the Black Dog Institute at www.blackdoginstitute.org.au.

  • We do not provide crisis services. If you require urgent support, following services are available 24/7:

    • Beyond Blue: 1300 224 636

    • Lifeline: 13 11 14

    • PANDA (Perinatal Anxiety & Depression Australia): 1300 726 306

    • Parenting Helpline: 1300 301 300

    • Suicide Call Back Service: 1300 659 467

    • Psychiatric Triage: 1300 558 862

    In an emergency, call Triple Zero (000).