Terms and Conditions

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Welcome to Joanne Maughan Counselling & Coaching. Before accessing counselling or coaching services, please take a moment to review the Terms & Conditions.

These Terms outline the guidelines, expectations, payment terms, cancellation policy, privacy considerations, and important information about how we work together professionally and safely.

By booking an appointment or engaging with services, you agree to these Terms & Conditions and acknowledge that you have had the opportunity to review them.

Please read through the policy so you feel informed and clear about how appointments, confidentiality, payments, cancellations, and client responsibilities are managed.

You can access the full Terms & Conditions policy below.

Joanne Maughan Counselling & Coaching
Terms & Conditions 

This document outlines the Terms & Conditions, Privacy Policy, and service information for Joanne Maughan Counselling & Coaching (JMCC). By accessing the website, booking an appointment, making payment, or engaging in counselling services, you acknowledge that you have read, understood, and agree to these Terms.

1. Definitions

1.1 “We, us, our, JMCC” refers to Joanne Maughan Counselling & Coaching, trading as Joanne Maughan Counselling AND Joanne Maughan Coaching dependent on services provided.
1.2 “Website” refers to the Joanne Maughan Counselling & Coaching website.
1.3 “You” or “your” refers to any individual using JMCC services.
1.4 “Client” refers to any individual receiving counselling or coaching services.
1.5 “Services” refers to counselling, coaching, telehealth, psychoeducation, and related services provided by JMCC.
1.6 “Session” or “Appointment” refers to your scheduled counselling or coaching appointment.
1.7 “Terms” refers to these Terms & Conditions.
1.8 “ACA” refers to the Australian Counselling Association.
1.9 “ACL” refers to Australian Consumer Law.
1.10 “Privacy Act” refers to the Privacy Act 1988 (Cth).
1.11 “CRM” refers to Customer Relationship Management software or booking systems used by JMCC.

2. About the Website

2.1 The website provides information regarding counselling and coaching services, appointment bookings, fees, resources, and contact details.
2.2 Access to and use of the website constitutes acceptance of these Terms.
2.3 JMCC reserves the right to review and update these Terms at any time. Updated Terms will be published on the website and take effect immediately upon publication.
2.4 JMCC endeavours to comply with the ACA Code of Ethics and Practice.

3. Acceptance of Terms

3.1 By booking an appointment, making payment, accessing the website, or engaging in services, you acknowledge that you have read and accepted these Terms and associated policies.
3.2 If you do not agree with these Terms, you must discontinue use of the website and services.

4. Booking Appointments

4.1 Appointments may be booked online, by email, or by phone.
4.2 Clients may be required to provide personal information including:
(a) Full name
(b) Date of birth
(c) Telephone number
(d) Email address
(e) Brief description of support required
4.3 Clients warrant that all information provided is accurate and current.
4.4 Clients are responsible for managing and attending their appointments.

5. Client Responsibilities

5.1 Clients agree to engage respectfully and appropriately throughout the therapeutic relationship.
5.2 Clients must attend telehealth sessions in a private and safe environment with minimal background distractions.
5.3 Clients must not attend sessions while under the influence of alcohol or illicit substances.
5.4 JMCC reserves the right to discontinue or reschedule a session where a client is unable to participate safely or appropriately.
5.5 Aggressive, abusive, threatening, or inappropriate behaviour will not be tolerated and may result in termination of services.

6. Telehealth Requirements

6.1 Clients accessing online sessions must have access to:
(a) A stable internet connection
(b) A phone, computer, or compatible device
(c) A private environment suitable for confidential discussion
6.2 JMCC uses secure telehealth and practice management systems; however, no online platform can be guaranteed entirely risk-free.
6.3 Clients are responsible for ensuring their technology is functioning prior to the session.

7. Payments

7.1 Payment for private counselling and coaching sessions is required prior to or at the commencement of the session unless otherwise agreed.
7.2 Payments may be made via online booking systems, secure payment links, bank transfer, or approved payment methods.
7.3 Outstanding balances must be finalised before future appointments may be confirmed.
7.4 JMCC reserves the right to amend fees at any time.

8. Cancellation & Non-Attendance Policy

8.1 Appointment times are reserved specifically for each client.
8.2 Appointments cancelled with more than 48 hours’ notice will not incur a fee.
8.3 Appointments cancelled within 24–48 hours of the scheduled appointment time will incur a cancellation fee of 50% of the session fee.
8.4 Appointments cancelled within 24 hours, missed appointments, or non-attendance (“no shows”) will incur the full session fee.
8.5 Late arrivals may result in reduced session time while the full session fee remains payable.
8.6 Failure to attend a telehealth session without notice will incur the full session fee.
8.7 Exceptional circumstances may be considered at the discretion of JMCC.

9. Privacy & Data Protection

9.1 JMCC takes privacy seriously and complies with the Privacy Act 1988 (Cth).
9.2 Personal and health information collected throughout the counselling process may include:
(a) Intake forms
(b) Contact details
(c) Case notes
(d) Session records
(e) Assessment information
(f) Email and SMS communications
9.3 Information is securely stored using password-protected systems and secure practice management software.
9.4 Information will only be used for purposes directly related to the provision of services unless otherwise required by law.

10. Confidentiality

10.1 JMCC is committed to maintaining confidentiality throughout the therapeutic relationship.
10.2 Information shared during sessions will remain confidential except where disclosure is required by law or where there is a duty of care concern.
10.3 Limits to confidentiality may include:
(a) Risk of serious harm to yourself or another person
(b) Child protection concerns
(c) Court subpoenas or legal obligations
(d) Serious criminal offences
10.4 Where possible, confidentiality limits will be discussed openly with the client.

11. Professional Supervision

11.1 In accordance with professional ethical standards, Joanne Maughan participates in professional supervision and ongoing professional development.
11.2 Client information discussed during supervision is de-identified to maintain privacy and confidentiality.

12. Counselling & Coaching Disclaimer

12.1 Counselling and coaching are collaborative processes intended to support wellbeing, insight, personal growth, and behavioural change.
12.2 Outcomes cannot be guaranteed and vary based on individual circumstances and participation.
12.3 The therapeutic process may involve discussing difficult emotions, memories, or experiences.
12.4 At times clients may feel emotionally challenged before experiencing improvement, which can be a normal part of the therapeutic process.
12.5 JMCC services are not a substitute for medical, psychiatric, or emergency care.

13. Crisis & Emergency Support

13.1 Joanne Maughan Counselling & Coaching is not a crisis service.
13.2 If you are experiencing an emergency or require immediate support, please contact:
• Emergency Services – 000
• Lifeline – 13 11 14
• 13YARN – 13 92 76
• Beyond Blue – 1300 22 4636
• Suicide Call Back Service – 1300 659 467
• 1800 RESPECT – 1800 737 732

14. Limitation of Liability

14.1 To the extent permitted by law, JMCC will not be liable for indirect, incidental, or consequential loss arising from the use of services or the website.
14.2 JMCC services are provided in good faith and in accordance with professional standards and ethical obligations.
14.3 Clients retain responsibility for decisions, actions, and outcomes arising from participation in counselling or coaching services.

15. Termination of Services

15.1 Clients may discontinue services at any time.
15.2 JMCC reserves the right to terminate services where:
(a) Terms are breached
(b) Sessions are repeatedly missed
(c) Safety concerns arise
(d) Services are no longer clinically appropriate
15.3 Where appropriate, alternative referral options may be discussed.

16. Governing Law

16.1 These Terms are governed by the laws of Queensland, Australia.
16.2 Any disputes arising from the use of JMCC services shall fall under the jurisdiction of Queensland courts.

17. Contact Information

Joanne Maughan Counselling & Coaching
Phone: 0437 244 624
Email: joanne@joannemaughancoaching.com
Website: joannemaughancoaching.com