7.Bank Transfer payments

a. If your preferred payment option is to make a bank transfer, the full amount must be received at least 24 hours prior to your appointment.

b. If payment is not received at least 24 hours prior to your appointment, the invoice will be considered overdue.

c. Please ensure you allow sufficient processing time for your bank transfer to clear.

8.Overdue invoices

a. If an invoice becomes overdue, Halo Journey Australia will issue up to three (3) overdue invoice reminder emails to the client using the email address provided on file. If payment is not received after these reminders, we may take further action to recover the outstanding amount, which may include suspending future appointments/services and/or referring the matter to a third-party debt collection process (where permitted by law). Any reasonable costs incurred in recovering overdue payments may be payable by the client.

9.Bank details

Account name: Halo Journey Australia
BSB: 013-017
Account number: 663515048

10.Credit card payments (Stripe)

a. When payment is made with a credit card, your credit card information will be stored on the secure database of the third-party payment processing platform we use: Stripe.

b. A card transaction fee of 2.2% will be added to payments made by card.5.Fees & payment terms

11.Cancellations, late cancellations, and no-shows

a. Clients must provide a minimum of 24 hours’ notice prior to their scheduled appointment if they wish to cancel.

b. In the event of a late cancellation (where less than 24 hours’ notice is given), 50% of the appointment fee will be retained.

c. In the event of a no-show (where an appointment has not been cancelled and the client did not show up to the appointment), 100% of the appointment fee will be retained.

12.Third-party funding

a. It is important to note that third-party funders do not pay late cancellation or missed appointment fees. These are your responsibility even if your appointment is normally funded by a third party.

13. Late arrival

a. If you are late for an appointment, your session may be less than the duration of time it was booked for, so that we can make sure the appointment for the next client starts on time.Please note you will still need to pay the full amount in these circumstances.

14. Appointment reminders

a. If you provide us with a contact number or email address, a reminder message will be sent before your appointment.

b. This is a courtesy reminder only, but we may ask you to confirm attendance.

c. If for any reason you did not receive a reminder message and missed your appointment, you will still need to pay the late or missed appointment fee.

d. If ever in doubt, please feel free to telephone to confirm an appointment.

15. Other professional services (charged pro rate)

a. In addition to scheduled appointments, our practice is to charge on a pro-rated basis for other professional services that you may require, such as:

i. Report writing

ii. Telephone conversations that last longer than 15 minutes

iii. Attendance at meetings or consultations which you have requested

iv. Time required to perform any other service you may request of your practitioner

b. These services are charged on a pro-rated basis in line with the hourly rates listed in paragraph 7.

16. Frequency of appointments

a. The number and frequency of appointments will be discussed with you by your practitioner. This will be based on their professional opinion once they have had an opportunity to understand your needs and goals. In many circumstances it can be difficult to predict progress and therefore the number of sessions required. Your practitioner will discuss this with you at your first appointment.

17. Confidentiality and privacy

a. Your appointments with us are confidential and private. This means we will not disclose the information you provide to us to Third Parties unless you consent for us to do so.

b. It is important to note that there are limits to confidentiality in exceptional circumstances including when there is a risk to you or others, or if we are responding to a legal request by law enforcement or the courts.

c. Your practitioner will discuss this with you during your first appointment and answer any questions you might have.

d. You can find full information about our approach to confidentiality, and the limits to this in our Privacy Policy which can be found on our website.

e. We will create and keep records for you which will record all relevant information relating to the services provided to you. We may also collect and store health information about you from Third Parties such as your doctor or general practitioner. Your health records and all sensitive information records are managed and protected in accordance with all applicable local laws. These records are legally required to be stored for a number of years following the conclusion of your appointments with us. The details of this can be found in our Privacy Policy on our website.

f. You are also able to request access to a copy of your record. Please discuss this with your practitioner, should you wish to do this at any time.

18. Nature of services

a. All practitioners are fully qualified and registered. Prior to commencing services your practitioner will discuss their service approach with you and ensure you understand the rationale for the approach, including any identified risks.

19. Limitation to services

a. Services are provided via prearranged, scheduled appointments. Practitioners have limited availability for contact outside of scheduled appointments.

b. Practitioners may not have an opportunity to respond between session contact prior to your next appointment so this should not be relied upon for emergency matters. For emergency matters please contact the appropriate agencies using the details below in paragraph 21.

c. Practitioners will only provide services that are within their professional capabilities, competence and role as a private provider. If treatment needs are identified that are outside of this scope your practitioner will assist you in identifying alternative suitable providers.

20.Emergency Contacts

We are not an emergency service. We are not able to respond to urgent or emergency matters and our communication channels (Phone and Email) are not monitored outside of standard business hours.

For urgent concerns or other emergencies please contact the appropriate services:
Emergency services number for Police/Fire/Ambulance) 24 hours: 000
Mental Health hotline (Lifeline) 24 hours: 13 11 14
Mental Health hotline for ages 12-25 years (Kids Help Line) 24 hours: 1800 55 1800
National Alcohol and Drug Hotline 24 hours: 1800 250 015
Domestic Violence services (1800Respect) 24 hours: 1800 737 732
Griefline 8am-8pm 7 days a week: 1300 845 745
National Debt Helpline 9.30am-4.30pm weekdays: 1800 007 007

21.Exclusion and limitation of liability

a. We do not exclude or limit liability for our negligence or negligent omission which causes you personal injury or death.

b. We shall only be liable for any loss or damage suffered by you which is a reasonably foreseeable consequence of a breach by us of this contract.

c. In the event that any loss or damage suffered by you relates to your business activities, then we exclude all liability for any business loss and in particular we exclude all liability for loss of profits or other economic loss arising out of a breach of this contract.

22.Indemnity

a. You agree to indemnify and hold us harmless from and against any claims, losses, damages, liabilities, costs and expenses (including reasonable legal fees) arising from or in connection with:

i. Your breach of any of your obligations under this Agreement

ii. Your misuse or misapplication of any advice, guidance, or strategies provided during the services

iii. Any actions you take or fail to take based on the Services provided, where such actions or omissions are contrary to our advice or recommendations

iv. Any third party claims arising from your participation in mediation or family dispute resolution services, except where such claims arise directly from our negligence or breach of this Agreement

v. Your provision of false, misleading or incomplete information to us during the provision of the Services

b. This indemnity does not apply to the extent that any claim, loss, damage or liability is caused by our negligence, wilful misconduct, or breach of this Agreement.

c. You acknowledge that the Services provided are professional counselling, mediation, and life coaching services, and that:

i. You are responsible for your own decisions and actions

ii. We do not provide legal, medical, or financial advice unless specifically qualified and engaged to do so

iii. You should seek appropriate professional advice where necessary in relation to legal, medical, financial or other specialist matters