Terms & Conditions
Offerings
Wonder Counselling offers Telehealth and phone counselling for clients 16 years and older within Australia and beyond (excluding USA and Canada).
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Telehealth (video) and Phone Sessions
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Clients need a quiet private space for their sessions.
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Telehealth requires a stable internet connection and a compatible device with voice and video capabilities for their telehealth session (Google Meet). In the event of internet connectivity issues, telehealth sessions may need to be switched to voice only or phone.
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International phone sessions will be via Google Meet
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For safety reasons, sessions cannot proceed if the client is operating a vehicle.
Payments
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Prices are in Australian dollars
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Card capture is required to secure your booking, allowing payment to be processed automatically after your session
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If an invoice for payment is issued, payment is due within 7 days.
Cancellation Policy
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Cancellations made more than 24 hours before the appointment time are eligible for a full refund, cancellations or no shows are subject to a 50% cancellation fee
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Refunds are processed within 1-2 business days, funds are returned to the original payment source.
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Appointments can be rescheduled up to 24 hours before the original appointment time. ​
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Notifications and Contact
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When booking a session, the client agrees to receive notifications and appointment reminders (email and/or SMS) with the ability to opt out
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The counsellor is not able to provide individual support or crisis support outside scheduled appointment times. Clients who have immediate needs for support are urged to contact their nearest mental health emergency services or suitable helpline.
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Client Conduct
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Counselling is a safe space. Any inappropriate behaviour that compromises physical, emotional or psychological safety may result in the termination of services.
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Clients need to be free from the influence of alcohol or illicit drugs during sessions for ethical reasons.
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Referral
Clients whose needs exceed the experience or scope of the counsellor will be referred to a more suitable practitioner.
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Confidentiality
The counsellor is bound by professional standards and legal obligations to maintain confidentiality, ensuring the privacy and trust of the client.​
Everything a client shares during counselling is kept confidential, with exceptions in cases where:
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the client has provided written permission for information to be shared
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there is serious or imminent risk of harm to the client or others
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details of a crime are shared and need to be reported to police
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client records are requested by a court of law​​
Privacy
We Respect Your Privacy
We're committed to safeguarding your privacy by adhering to the Australian Privacy Principles (as contained in the Privacy Act 1988) in the collection, management and protection of client information.
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Collection and Storage of Personal Information
Wonder Counselling will receive and store personal information entered into our website or provided directly by clients for the purpose of providing and improving services.
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Types of information collected includes:
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Name and contact information for communication and client/user profiles, including details collected via the intake form
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Information provided by clients related to their reasons for seeking counselling, accommodations requested, as well as details provided during sessions (with client consent - clients can opt out of session notes being taken)
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Client feedback
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Client payment details
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Our practice uses My Appointments to manage and store client information. Clients consent to personal information being collected and stored securely by Wonder Counselling, including electronic data within our practice management system, My Appointments.
For added security, clients' session notes are de-identified and stored separately in Google Docs.
Client access to information
Clients have the right to request and access their records held by Wonder Counselling.
Safeguarding data
We're committed to maintaining the safety of your data by regularly reviewing the security of our website and systems, and by implementing strategies to ensure we’re consistently operating in alignment with industry standards.
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Use of cookies
We may use cookies on our website to monitor web traffic, and to improve website usability and effectiveness.