Terms of Use

This website is operated by Deborah Haywood (ABN 51 513 591 548), trading as Reflect Renew Counselling ("Reflect Renew", "we", "us" or "our"). By accessing or using this website, you agree to these Terms of Use. If you do not agree, please do not use this website.

1. Website purpose

This website provides general information about Reflect Renew Counselling and its services. The content is general in nature and is not a substitute for personalised counselling, medical, psychiatric, legal or other professional advice.

2. No counsellor-client relationship created by website use

Using this website, sending an enquiry, or booking a session does not by itself create a counsellor-client relationship. A professional relationship is only formed when Reflect Renew accepts you as a client and an appointment or service arrangement is confirmed.

3. Not an emergency service

Reflect Renew is not a crisis or emergency service. If you or another person is in immediate danger, call 000. If you need urgent mental health crisis support in Australia, call Lifeline on 13 11 14.

4. Booking and third-party services

This website uses third-party services, including Stripe for payment and Google Meet for telehealth. Your use of those third-party services may also be subject to their own terms and privacy practices.

5. Booking and paying through this website

You can book an appointment directly on this website. Choosing a time holds it for you for a short period while you finish booking; if you do not finish in that time, the time is released and becomes available to others. A booking is confirmed only once you receive a confirmation email from us.

Where a session is paid for, payment is taken at the time of booking and is processed by Stripe on Stripe's own secure payment page. We do not receive or store your card details. If a session cannot be confirmed after payment — for example if the time is taken in the moments between paying and confirming — the payment is refunded in full.

Before you pay for a counselling or check-in session booked on this website, you are asked to accept the Counselling Service Agreement — the essential terms: who provides the service, confidentiality and its limits, fees and cancellation, and how telehealth sessions run. A paid booking cannot be made without accepting it. The fuller intake and consent form, described on our intake and consent page, is completed after booking and before your first session.

Payment confirms your booking; it does not by itself establish that counselling with Reflect Renew is suitable for you. If Reflect Renew decides before your first session that the service is not suitable, your session fee is refunded in full.

Session fees and the cancellation policy, including the notice required and what happens if you cancel late, are set out on our fees page and form part of these Terms. Nothing in this clause limits your rights under the Australian Consumer Law.

6. Accuracy and availability

We try to keep the website content accurate and up to date, but we do not guarantee that the website will always be complete, current, error-free, secure or continuously available.

7. Permitted use

You may use this website only for lawful purposes. You must not misuse the website, attempt unauthorised access, interfere with the website's operation, or upload malicious code.

8. Intellectual property

Unless otherwise stated, the content on this website, including text, branding, graphics, downloads and layout, is owned by or licensed to Reflect Renew Counselling. You may view and print content for your personal, non-commercial use only. You must not reproduce, adapt, distribute or publish website content without prior written permission.

9. External links

This website may contain links to other websites for convenience only. We are not responsible for the content, privacy practices or availability of third-party websites, and a link does not imply endorsement.

10. Liability

To the maximum extent permitted by law, Reflect Renew Counselling is not liable for any loss, damage, cost or expense arising from your use of, or reliance on, this website or any linked website. Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other law to the extent those rights or remedies cannot lawfully be excluded.

11. Privacy

Your use of this website is also subject to our Privacy Policy.

12. Changes to these Terms

We may update these Terms of Use from time to time by publishing the revised version on this  website.

13. Governing law

These Terms of Use are governed by the laws of Victoria, Australia. Any disputes relating to these Terms or the website are subject to the non-exclusive jurisdiction of the courts of Victoria. This does not exclude any protection that applies to you under the law of the state or territory where you live, including your rights under the Australian Consumer Law.