Terms & Conditions

To use this service you must be over 18 years of age, or provide consent from a parent or guardian.

Counselling services are supportive and therapeutic in nature only. They do not constitute advice, instruction, or direction, and should not be relied upon as a substitute for medical, legal, financial, academic, or other professional advice. Clients remain solely responsible for their own decisions and actions.

We cannot guarantee academic or institutional outcomes, and any clinical letters or reports are provided only where clinically appropriate and ethically supportable.

Use of AI Dictation and Session Audio Recording

Our practice management software uses purpose‑built AI dictation technology to assist with clinical note‑taking during telehealth sessions. This feature may generate a temporary transcript of the session to support accurate and efficient clinical records.

These transcripts are:

Used solely for clinical documentation purposes
Not stored by our practice once notes are completed
Not retained or used by OpenAI or for AI training
Not used for monitoring, supervision, or non‑clinical purposes

The AI dictation feature operates as part of our secure practice management system. No separate audio or video recordings are retained beyond what is required to generate clinical notes.

By booking and attending a telehealth appointment, you acknowledge and consent to the use of this AI dictation feature for the purposes described above. If you do not consent, you must notify us prior to your appointment, as telehealth sessions cannot proceed without this functionality enabled.

Further information about this technology is available at:
https://splose.com/features/ai-and-automation/splose-ai

Appointment Reminders
As a courtesy to our clients, we arrange for an SMS reminder to be sent 24 hours prior to your scheduled appointment. If you need to cancel or reschedule your appointment, please reply to the text message or confirmation email.

Cancellation and Failure to Attend Policy
This policy ensures our services are provided fairly and appointments remain available to clients who need them. When an appointment is missed or cancelled at short notice, it prevents another client from accessing that time.

Appointments can be booked up to 12 hours in advance. Once an appointment is booked, a minimum of 12 hours’ notice is required to cancel or reschedule.
Cancellations made with less than 12 hours’ notice, or failure to attend an appointment, will incur the full session fee. This includes same‑day bookings.
Initial bookings are non‑refundable for change of mind. Where sufficient notice is provided, we are happy to reschedule your appointment to another available date and time.

Exceptional circumstances:
We understand that unforeseen situations can arise. In cases of genuine emergencies or extenuating circumstances, we will consider the situation on a case‑by‑case basis, provided as much notice as possible is given. Fee waivers are not guaranteed.

By booking an appointment, you acknowledge and agree to this cancellation policy.

Behaviour Standards
To ensure a safe, respectful, and professional environment for both clients and practitioners, all clients are required to adhere to the following behaviour standards during appointments, including telehealth sessions.

Clients must not engage in behaviour that includes, but is not limited to:

Abusive, aggressive, threatening, or intimidating language or conduct
Harassment, discrimination, or derogatory comments of any kind
Sexualised, inappropriate, or boundary‑violating behaviour
Being under the influence of alcohol or illicit substances during a session
Repeatedly interrupting, refusing to engage appropriately, or acting in a disruptive manner
Any behaviour that compromises clinician safety, wellbeing, or professional boundaries

If a client breaches these behaviour standards, the session will be immediately terminated at the clinician’s discretion.

Terminated sessions are considered forfeited
No refunds will be issued for sessions ended due to behavioural breaches
Ongoing care or future bookings may be refused
Where appropriate, the incident may be documented in clinical records

These standards exist to protect the safety, dignity, and wellbeing of both clients and practitioners and to ensure the delivery of ethical, professional care.

Long-Term Client Benefit
This benefit is designed to recognise clients who have engaged consistently and respectfully with our counselling services.

If you have attended 12 counselling sessions within the past 6 months and remain in Good Standing, you are considered a Long‑Term Client. Long‑Term Clients may access other services offered by Instant Counselling during their counselling sessions at the standard counselling rate.

To remain eligible, you must remain in Good Standing which includes, but is not limited to:

keeping your account up to date and have no outstanding invoices,
attending sessions or cancelling in line with our cancellation policy,
treating staff respectfully, and
complying with our clinical and practice policies.

Eligibility is assessed at the time you request the service and is verified through our records. We may set reasonable limits on discounted services to ensure fairness and quality of care, and eligibility may be reviewed for each request.

We understand that exceptional circumstances can arise. Where appropriate, we will consider these fairly and with discretion.