Terms and Conditions

Within Therapy
Effective Date: November 2025
Contact: begin@withintherapy.com.au

Purpose

These Terms & Conditions outline the basis on which Within Therapy provides counselling and psychotherapy services. By booking or attending a session, you acknowledge that you have read, understood, and agree to these terms.

1. Appointments

Sessions are provided by appointment only and may be booked via email, phone, or our online booking system. Unless otherwise agreed, each session is 50 minutes in duration.

By booking a session, you agree to:

• provide accurate and current contact details;

• advise Within Therapy promptly of any changes relevant to your booking or safety;

• pay any required fee or deposit when due.

Clients may be asked to provide an emergency contact and GP details, used only if there is a safety concern.

If your therapist must cancel or reschedule (e.g., illness or emergency), an alternative appointment or refund will be offered.

Clients are expected to arrive on time and in a suitable state to participate. Sessions may be declined or ended if the client appears intoxicated or otherwise unfit to engage safely. Therapy is voluntary, and you may decline to answer questions or stop at any time.

2. Fees and Payment

The session fee is confirmed at the time of booking. Payment is due on or before the day of your appointment unless otherwise agreed in writing.

Accepted payment methods:

• Bank transfer or PayID (details provided at booking)

• Secure online card payment via Square

If paying by bank transfer or PayID, please ensure cleared funds before your session. Card payments are processed by Square, which is PCI-DSS compliant for card-data security.

Fees may change with notice; the fee applicable is the fee in force at the time of booking. Receipts are available on request.

Refunds are issued only when the therapist cancels a prepaid session or where required under Australian consumer law.

Privacy note: Personal and payment information is handled in line with the Australian Privacy Principles and Within Therapy’s Privacy Policy.

Third-Party Funding

Where services are funded by a third party (such as WentWest, EAP providers, NDIS plans, or other agencies), the policies and requirements of that organisation may also apply. This may include eligibility criteria, session limits, reporting obligations, or attendance expectations. Clients will be informed when this applies and how their information will be managed. Where a third party covers the cost of sessions, the client may not be required to pay the session fee directly; however, fees for missed appointments, late cancellations, or unfunded sessions may remain the client’s responsibility unless otherwise specified by the funding provider.

3. Cancellations and Missed Appointments

Your appointment time is reserved exclusively for you.
To cancel or reschedule, please provide at least 24 hours’ notice by email or phone.

Cancellations with less than 24 hours’ notice, or non-attendance (“no-show”), may incur the full session fee.

If you arrive late, the session may still finish at the scheduled end time to avoid affecting later appointments; the full fee normally applies.

Within Therapy may, at its discretion, waive or reduce the fee in unforeseen or emergency situations. Repeated cancellations or non-attendance may result in review or termination of the therapeutic relationship.

4. Confidentiality and Privacy

All information shared in sessions is confidential and managed in accordance with:

• the Australian Privacy Principles (Privacy Act 1988 Cth)

• relevant professional ethical codes (PACFA or ACA)

Confidentiality may be broken only where required by law (e.g., child-protection reporting, court orders, notifiable conduct) or where there is a serious and imminent risk of harm to you or others.

Client records are stored securely, retained for a minimum of seven years after the last session (or until age 25 for minors), and then securely destroyed.

Electronic communication (email, SMS, video platforms) carries inherent risks. By engaging with these services, you consent to their use and accept those risks.

Further details are available in the Privacy Policy on our website.

5. Professional Boundaries

The therapeutic relationship is professional and confidential. Contact outside of sessions (email, phone, or text) is limited to scheduling, practical matters, or brief check-ins. These forms of communication must not be used for therapeutic discussion or crisis support.

Within Therapy does not connect with clients via personal social-media accounts and does not enter dual relationships or conflicts of interest that may impair professional judgement.

6. Online and Phone Sessions

For phone or online sessions, please ensure you are in a private, quiet space with a reliable connection.

Within Therapy uses secure, encrypted video platforms (such as Zoom or Doxy) to help protect your privacy. If technical difficulties occur, the therapist will attempt to reconnect or reschedule. The same 24-hour cancellation policy applies.

Your therapist may determine that telehealth is not suitable for your needs and may recommend in-person sessions or referral to another service.

7. Emergencies and Crisis Support

Within Therapy is not a crisis service.
If you are in immediate distress or danger, please contact:

• Lifeline: 13 11 14

• NSW Mental Health Line: 1800 011 511

• Emergency Services: 000

You may also present to your nearest hospital emergency department.

By engaging in therapy, you acknowledge you are seeking non-crisis support. If your therapist assesses that your needs exceed this scope, they may refer you to an appropriate service.

8. Scope of Practice & Limitations

Within Therapy provides counselling and psychotherapy to support emotional wellbeing and personal growth. These services are not a substitute for medical, psychiatric, or legal advice.

You agree to provide accurate information relevant to your health, wellbeing, and safety.

Therapeutic outcomes cannot be guaranteed; progress depends on many factors including your engagement, goals, and life circumstances.

Where appropriate, the therapist may recommend referral to another professional for specialised or higher-risk needs.

9. Termination of Services

Either party may end the therapeutic relationship at any time. Where possible, a closing session or referral options will be offered.

Within Therapy may terminate services immediately (without refund) if there is repeated non-attendance, non-payment, abusive conduct, or risk to safety or professional boundaries.

10. Client Conduct

You agree to attend on time, participate honestly and respectfully, and inform your therapist of any changes that may affect therapy (e.g., health, medications, risks, major life events).

Sessions will not proceed if you are under the influence of drugs or alcohol; the standard cancellation policy will apply.

11. Complaints & Feedback

We strive to provide a high-quality and ethical service. If you have concerns or feedback, please email Within Therapy in writing.

If you are unsatisfied with the response, you may contact:

• PACFA: Make an ethical grievance or complaint - Psychotherapy and Counselling Federation of Australia

• or your relevant professional association (e.g., ACA)

12. Changes to Terms & Conditions

Within Therapy may update these Terms & Conditions from time to time. The most recent version will always be available on our website and display the current effective date.

By booking a session, you agree to the version in force at that time.

13. Governing Law

These Terms & Conditions are governed by the laws of New South Wales and the Commonwealth of Australia. Any dispute will be subject to the jurisdiction of the courts of New South Wales.

By booking a session with Within Therapy, you acknowledge that you have read and agree to these Terms & Conditions.