Policies & Terms and Conditions

Terms and Conditions of Service

Last updated: May 2026 | Version 2.0

1. Purpose 

These Terms and Conditions establish the agreement between Empower and Thrive Wellbeing Pty Ltd (“we”, “our”, “us”) and our clients (“you”, “your”) who engage in our therapeutic and wellbeing services. By booking an appointment, attending sessions, or using our website, you agree to comply with these Terms. For any questions, please contact us at emma@empowerthrivewellbeing.com.au.

2. Our Services 

We offer a range of evidence-based mental health and wellbeing services, including:

• Counselling and psychotherapy
• Mental health social work interventions
• NDIS therapeutic supports
• Group and psychoeducation programs
• Telehealth consultations
• Supervision and professional training for other professionals
• Resources      

All services are delivered by qualified professionals working within their scope, adhering to ethical guidelines, and complying with relevant legislation. If your needs are outside our scope, we will discuss suitable referral options and assist with your transition to another provider.

3. Client Responsibilities 

To ensure effective care, you agree to:

• Provide curate and complete personal, medical, and contact information
• Attend appointments punctually and give at least 24 hours’ notice for cancellations
• Engage honestly and openly with your therapist
• Treat all staff and other clients with respect and courtesy
• Notify your therapist of any changes in circumstances or health that may affect      your care
• Pay service fees as outlined in the Fees and Payment section

Failure to comply may affect our ability to provide services. Aggressive or unsafe behaviour will not be tolerated and may result in the termination of services.

4. Legal and Ethical Practice 

We provide services in accordance with relevant legislation and professional standards, including the Health Records Act 2001 (Vic), Privacy Act 1988 (Cth), NDIS Code of Conduct, AASW Code of Ethics (2020), and the Mental Health and Wellbeing Act 2022 (Vic).

5. Confidentiality and Privacy 

All information shared during sessions is confidential and managed in accordance with our Privacy Policy. Confidentiality may only be breached if there is a risk of serious harm to you or someone else, or if disclosure is required by law or court order.

6. Informed Consent 

Before commencing therapy, you will receive clear information about the nature of therapy, expected benefits, risks, fees, and limits to confidentiality. You can withdraw your consent or discontinue therapy at any time.

7. Appointments and Cancellations 

Standard sessions are 50 minutes. Please arrive on time; late arrivals may result in a shorter session. At least 24 hours’ notice is required to cancel or reschedule. Less than 24 hours’ notice, or missing a session, will incur full fees, except in exceptional circumstances.

8. Fees and Payments 

Our current fees are listed on our website. Payment is required on or before the day of the appointment via secure online processing through Zanda or direct bank transfer. Additional charges may apply for extra work such as letters or reports; you will be notified beforehand.

9. Telehealth Services 

By participating in telehealth sessions, you acknowledge that you are responsible for maintaining privacy at your location. We use secure, encrypted platforms, though online communication carries inherent risks. Recording sessions is strictly prohibited and will result in immediate termination of services.

10. Clinical Documentation and Use of Heidi 

Heidi, a secure clinical documentation tool, may be used to record session notes efficiently. Your data is handled securely, de-identified where appropriate, and stored in compliance with privacy laws. By proceeding with sessions, you consent to the use of Heidi. You may withdraw consent at any time.

11. Professional Boundaries 

Therapeutic relationships are strictly professional. Personal or social relationships between therapists and clients are not permitted, and communication outside sessions is limited to administrative matters.

12. Records and Documentation 

Client records are stored securely for at least seven years after the last contact (or until a minor turns 25). You may request access to your records in writing.

13. Duty of Care 

Therapy may involve emotional discomfort. Participation is voluntary, and emotional responses are a normal part of healing. If you are in crisis, contact 000 or Lifeline (13 11 14). We take reasonable steps to maintain a safe therapeutic environment and will discuss risk and safety plans as required.

14. Crisis Support 

Empower and Thrive Wellbeing is not a crisis service. For urgent support, contact Emergency Services (000), Lifeline (13 11 14), Suicide Line Victoria (1300 651 251), or your local Emergency Department.

15. Ending Services 

Therapy may end if goals have been reached, you request to end treatment, safety or ethical concerns arise, or fees remain unpaid. We will provide referrals or support with transition where appropriate.

16. Feedback and Complaints 

We welcome feedback to improve our services. Please contact emma@empowerthrivewellbeing.com.au. If unresolved, you may contact the Health Complaints Commissioner (Victoria) at 1300 582 113.

17. Acceptance of Terms 

By booking or attending services, you confirm you have read, understood, and agree to these Terms and Conditions.

Payment & Cancellation Policy

Last updated: May 2026 | Version 2.0

Payments 

Payment is required via Zamda on or before your scheduled appointment time. For NDIS participants, invoices will be issued in accordance with NDIS billing procedures.

Cancellations 

Please provide a minimum of 24 hours’ notice to cancel an appointment. This applies to all clients, including those using Medicare, NDIS, and private billing. Providing timely notice allows us to offer the slot to another client. Late cancellations (less than 24 hours' notice) or no-shows may result in the full session fee being charged. If you arrive late or leave early, you will still be billed for the allocated session time.

Privacy and Confidentiality Policy

Last updated: May 2026 | Version 2.0

1. Commitment to Privacy 

Empower and Thrive Wellbeing protects your privacy in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records Act 2001 (Vic). By using our services, you consent to the practices described in this policy.

2. Information We Collect

We collect information necessary to provide safe, effective care, including name, contact details, referral information, Medicare/NDIS details, and clinical notes. We may also collect sensitive information regarding your health and cultural background, which is handled with the utmost care.

3. Why We Collect Personal Information

We use your information to provide evidence-based mental health services, coordinate care (with consent), manage billing, comply with legal obligations, and improve services through de-identified quality assurance.

4. Use and Disclosure

Your information is used only for the purposes collected. With your consent, we may share information with your GP, NDIS support coordinators, funding bodies, or secure IT providers. We do not use your information for outside purposes unless legally required.

5. Legal Exceptions to Confidentiality

Information remains confidential except when you provide written consent, there is an identified risk of harm to yourself or others, information is subpoenaed by a court, or disclosure is required by law (e.g. mandatory reporting).

6. Storage and Security

Electronic records are stored on password-protected, encrypted platforms. Paper records are kept in locked cabinets. Records are retained for a minimum of seven years (or until a minor turns 25) before being securely destroyed.

7. Access and Correction

You have the right to request access to or correction of your personal information. Proof of identity may be required. Requests should be made in writing to emma@empowerthrivewellbeing.com.au.

8. Maintaining Accuracy

Please notify us of any changes to your contact or health details so we can maintain accurate records and continue providing quality care.

9. Complaints and Feedback

If you have concerns about how your information has been managed, contact emma@empowerthrivewellbeing.com.au. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at 1300 363 992.

Client Rights & Responsibilities

Last updated: May 2026 | Version 2.0

Your Rights

At Empower and Thrive Wellbeing, we believe every person deserves to feel respected, safe, and empowered.

1. Respect, Dignity, and Non-Discrimination

• Be treated with courtesy, kindness, and respect at all times
• Receive services free from discrimination based on gender, culture, race,  religion, ability, or background
• Have your cultural identity and personal preferences respected in your care

2. Privacy and Confidentiality

• Have your personal and health information kept private and secure
• Know that your information will only be shared with your consent, unless required by law or safety risks

3. Safety and Quality Care

• Receive services from qualified, ethical professionals utilising evidence-based practice
• Be supported in a safe environment that fosters your wellbeing

4. Informed Choice and Control

• Receive clear information about services, fees, risks, and treatment options
• Be involved in decisions about your care and treatment goals
• Provide or withdraw consent at any time

5. Access and Participation

• Access services in a fair and timely manner
• Have a support person, advocate, or interpreter present during sessions if you choose

Your Responsibilities

To ensure we can provide safe and effective care, we expect clients to:

1. Respect and Courtesy

• Treat staff, other clients, and the practice environment with respect
• Refrain from behaviour that is aggressive, threatening, or discriminatory

2. Participation in Care

• Engage honestly with your therapist and take an active role in your treatment plan
• Inform your therapist of relevant changes in your health or circumstances

3. Attendance and Finances

• Attend scheduled appointments or provide at least 24 hours’ notice for cancellations
• Agree to service fees before starting therapy and pay fees according to agreed terms

4. Privacy and Safety

• Respect the privacy of other clients (especially in group programs)
• Notify us immediately if you have concerns about your safety or the safety of others

Client Complaint Policy

Last updated: May 2026 | Version 2.0

At Empower and Thrive Wellbeing, we view complaints as opportunities to improve. Every complaint is managed professionally, respectfully, and confidentially.

How to Make a Complaint

• Verbal: We will make every effort to resolve concerns immediately. If unresolved, the matter will be escalated to the clinic manager
• Written: Submit complaints via email to emma@empowerthrivewellbeing.com.au. Written      complaints will be acknowledged within 2 working days

Investigation and Resolution

Complaints are investigated by reviewing records and consulting involved team members. We aim to provide a response and resolution within 10 working days. If more time is required, you will be updated regularly.

Escalation

If you are not satisfied with the outcome, you may request a review by an external body, such as the Health Complaints Commissioner Victoria (1300 582 113).

Shipping & Returns Policy (The Thrive Toolkit)

Last updated: May 2026 | Version 1.0

Processing and Shipping

All physical resources, including the Thrive Toolkit, are proudly crafted and precision-cut in-house. We aim to process and dispatch all orders within 3–5 business days. Once your order has shipped, you will receive a confirmation email with tracking information. Delivery times vary based on your location within Australia.

Returns and Refunds

Due to the nature of our educational resources, we do not offer refunds or exchanges for change of mind. However, if your item arrives damaged or defective, please contact us at emma@empowerthrivewellbeing.com.au within 7 days of receiving your order. Please include your order number and a photo of the damaged item, and we will gladly arrange a replacement.

Clinical Disclaimer Reminder

Purchasing physical products from our shop does not establish a therapeutic relationship. These tools are for educational purposes and do not replace individualised clinical care.

Shop Terms of Sale

Last updated: May 2026 | Version 1.0

1. Intellectual Property and Copyright

All products, designs, and content available in the Empower and Thrive Wellbeing shop (including the Thrive Toolkit) are the exclusive intellectual property of Empower and Thrive Wellbeing.

When you purchase a physical resource, you are purchasing the physical item for personal or individual clinical use. 

You may not reproduce, photocopy, distribute, or resell any part of these resources. Clinicians are welcome to use the physical cards and workbooks in sessions with their clients, but copying the materials to distribute to clients or other professionals is strictly prohibited and constitutes a breach of copyright.

2. Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

While we do not offer refunds for change of mind, we are committed to providing premium, high-quality resources. If your item arrives damaged, defective, or significantly not as described, please contact us within 7 days of receipt to arrange a replacement.

3. Pricing, Availability, and Order Cancellations

All prices are listed in Australian Dollars (AUD) and are subject to change without notice. We reserve the right to modify or discontinue any product at any time.

We reserve the right to refuse or cancel any order placed with us. In the event that we make a change to or cancel an order (for example, due to an inventory error, materials shortage, or suspected fraudulent activity), we will attempt to notify you by contacting the email and/or billing address provided at the time the order was made. If we cancel an order you have already paid for, you will be fully refunded.

4. Shipping Scope

Australia Only: Currently, physical products from the Empower and Thrive Wellbeing shop are only available for shipping within Australia. We do not offer international shipping at this time. 

5. Limitation of Liability (Shop Purchases)

To the maximum extent permitted by law, Empower and Thrive Wellbeing shall not be liable for any indirect, incidental, or consequential damages arising from the use or inability to use our educational products. Our total liability for any claim arising from a product purchase will not exceed the purchase price of the product in question.