ph: +61 (0)492 945 598

email: info@thegoldencouch.com.au

ph: +61 (0)492 945 598                     email: info@thegoldencouch.com.au

Precision therapy for self-refinement

Online therapy sessions Australia-wide

TERMS & CONDITIONS

• Definitions
• Rescheduling and Cancellation Policy
• Payments and Refunds Policy
• Privacy Policy
• Feedback
• Compliance

Definitions

• The use of ‘you’ is in place of the term ‘client’ or ‘patient’ and is in reference of the person attending the session(s).
• The ‘therapist’ is the psychotherapist representing “The Golden Couch” brand and conducting the therapy session.
• ‘We’ is The Golden Couch team.
• An individual ‘session’ is either 60-minutes or 90-minutes in duration.
• The use of ‘you’ is in place of the term ‘client’ or ‘patient’ and is in reference of the person attending the session(s).
• The ‘therapist’ is the psychotherapist representing “The Golden Couch” brand and conducting the therapy session.
• ‘We’ is The Golden Couch team.
• An individual ‘session’ is either 60-minutes or 90-minutes in duration.

Rescheduling and Cancellation Policy

First appointments run for 90-minutes. After the first session, you have the option of 60-minute or 90-minutes sessions.
Running a service involves managing blocks of time and there are associated costs. If a client is late, doesn’t show up for the session or cancels their pre-booked session at late notice, this can affect other clients and/or the therapist due to time-keeping and missed income – but the overheads still need to be paid for that time.
In respect to our wait-listed clients, and also to your therapist, there is a minimum of a 24-hour notice period to change or cancel an appointment. If less than 24-hours’ notice is given and your appointment time cannot be filled, a cancellation fee of 50% of the session will apply.
Please note that if you simply do not show up to your appointment, or if you cancel at very short notice, the full session cost (100%) shall apply.

Rescheduling:

• Can be done up until 1 business day (24-hours) before the day of the session.
• Must be via phone, as emails and text messages can sometimes not arrive and could result in the appointment being considered a no-show, which then attracts a non-refundable payment of 100% of the session rate.

Cancellations:

• Can be done up until 1 business day (24-hours) before the day of the session.
• In the event of an emergency, or reasonable time could not be given for a valid reason, the fee could be waived which this decision is at the therapist’s discretion.
• A refund will also be considered if the session is not able to be rescheduled within a reasonable timeframe and the cancellation is communicated on a non-business day (for example: communicated on a Saturday or Sunday, or a public holiday, for an appointment booked on the next business day). This is at the therapist’s discretion.

No-Shows:

• A no-show is an uncommunicated cancellation.
• Depending on the reason, a no-show session will not be refunded.
• In the event of an emergency, the therapist may refund part or the full session payment to the client. This is at the therapist’s discretion.

Payments and Refund Policy

Our rates work on a sliding scale. We look at case-by-case scenarios to determine options and we follow a defined payment process. Payments can be made via direct bank transfer, or through the online payment processing system called Stripe (please note a processing fee is charged by Stripe and this will be added onto the session rate at time of quote/invoice).

Booking:

• A booking is secured by the cleared payment of the full (100%) amount of the session rate.

*We are not currently listed with Medicare as a provider under the Medicare Mental Health Plan.

Refunds:

• Payments made to secure bookings are non-refundable if the booking is cancelled within 24-hours prior to the scheduled session time.
• Payment made to secure the original booking is transferred to the rescheduled booking if the appointment change is made prior to the 24-hours of the time to be changed.
• Completed sessions are non-refundable.
• Stripe payment processing fees are non-refundable on any cancellation or refund situation.

Exception: refunds can be applicable for virtual sessions being held where technology has failed completely, or to such a degree that the therapeutic outcome could not be reached and the following situations could not take place:

• the full session could not run over-time, or
• the session could not be replaced by a rescheduled booking at another time/date in order to
achieve the desired therapeutic outcome.

Privacy Policy

We collect, gather and store personal information for service delivery and related communications only.
We do not sell or provide information to 3rd parties or use it for unsolicited contact. In the event of a threat to personal health and safety, we may be asked by Medical Practitioners, Police or other legal entities to provide information. All handling of information is managed and destroyed if it is no longer required. We only store information related to the therapy services provided.
For any questions or concerns about how we deal with information, please contact us in writing by emailing: support@thegoldencouch.com.au

Feedback

Feedback is important to the quality of service in therapy and business. We take feedback from our clients seriously, and value honest testimonials or tips on how we can improve. To provide valuable feedback, please email us: support@thegoldencouch.com.au.

Compliance

• IICT Professional Membership