Counselling Service Agreement

This is the agreement between you and Reflect Renew Counselling for counselling sessions booked on this website. You accept it when you book and pay for a session. It is written to be read in a few minutes — the linked policies carry the detail.

Who provides the service

Counselling is provided by Deborah Haywood, ACA Registered Counsellor (Level 2), trading as Reflect Renew Counselling (ABN 51 513 591 548). Sessions are held online by video call.

Confidentiality

What you share in session is confidential. There are limited situations where the law requires or allows disclosure without your consent — they are set out in our Privacy Policy. In short: where the law requires it, where it is necessary to lessen or prevent a serious threat to someone's life, health or safety, or where child-protection reporting obligations apply. Only the information needed for the purpose is shared, and wherever it is safe and lawful, Deborah will tell you first.

Like all ACA-registered counsellors, Deborah takes part in regular professional supervision. Clinical work may be discussed there without identifying you, and her supervisor is bound by the same confidentiality.

Fees and cancellation

Payment is taken when you book. You can reschedule or cancel from the link in your booking email. Cancelling with 24 hours' notice or more, or within an hour of booking, is refunded in full; less notice than that means a 50% refund. If Deborah has to cancel — illness, an emergency, a technical problem at her end — you choose between the next available time and a full refund. The full policy, including what happens when technology fails, is on our Fees page. Nothing in this agreement limits your rights under the Australian Consumer Law.

If you and Deborah have arranged an ongoing time — the same session each week or fortnight — your first session is paid when you book it, and each later session is billed by email after it runs. Nothing is charged automatically, and no card details are stored. The cancellation terms above apply to each session, and you can end the ongoing arrangement at any time from the link in any booking email; sessions already held remain payable.

Telehealth

Sessions run on Google Meet. You'll need a private space and a reliable connection. At the start of each session Deborah confirms where you are, so that if you ever needed urgent help she could direct it to the right place — your intake form also asks for an emergency contact for the same reason. If video fails mid-session, Deborah will get in touch on the contact details you've given; if the session can't continue, it is rescheduled or refunded. Neither of you records a session unless you have both expressly agreed in advance.

Between sessions

Email is the way to reach Deborah between sessions (deborah@reflectrenew.com.au). It is checked during business hours, not continuously — it is not a crisis channel.

If counselling here isn't the right fit

Counselling at Reflect Renew has a defined scope. If Deborah concludes — in a Fit Call, from your intake form, or during your work together — that a different service would serve you better, she will say so, help you find it, and refund in full anything you've paid for sessions that haven't happened.

Your records

Session records are kept securely and retained for the periods health-records law requires, as set out in the Privacy Policy, which also explains how to access them.

If something isn't right

You can raise anything with Deborah directly — or go straight to an independent complaints body if you'd rather not. The Code of conduct and complaints page lists them, wherever you are in Australia.