Terms & Conditions

These Terms & Conditions apply to the use of the Grounded Counselling Co. website and to the booking and provision of counselling services through Grounded Counselling Co.

By using this website, booking an appointment or engaging Grounded Counselling Co. for counselling services, you acknowledge that you have read and agree to these Terms & Conditions.

These Terms & Conditions should be read together with Grounded Counselling Co.'s Privacy Policy, Client Consent & Informed Agreement and any other information provided to you before or during counselling.

1. About Grounded Counselling Co.

Grounded Counselling Co. provides online counselling and emotional wellbeing support.

Services are delivered online by video appointment.

Grounded primarily supports adult women and also offers couples counselling where appropriate.

Grounded Counselling Co. operates from Western Australia and provides services within the scope of the counsellor's qualifications, training, professional responsibilities and insurance arrangements.

2. Nature of counselling

Counselling is a collaborative process designed to support reflection, emotional wellbeing, coping, personal development and positive change.

Individual outcomes cannot be guaranteed.

Counselling is not a substitute for medical, psychiatric, psychological, legal, financial or other specialist professional advice where those services are required.

Grounded does not provide medical diagnosis, prescribe medication or provide emergency or crisis intervention services.

Where your needs fall outside Grounded's scope of practice, I may recommend that you contact another practitioner or service that is better suited to your needs.

3. Eligibility for services

Individual counselling services are available to clients aged 18 years and over.

Grounded currently provides individual counselling primarily to women.

Couples counselling may be available to adult couples where the service is considered appropriate.

Before or during counselling, I may determine that Grounded is not the most appropriate service for your circumstances.

This may occur where:

• your needs fall outside my professional scope
• a higher level of clinical or medical care may be required
• online counselling is not considered appropriate or safe
• there is a significant conflict of interest or dual relationship
• the counselling relationship is no longer therapeutically appropriate
• another practitioner or service would be better positioned to support you.

Where reasonably possible, I will discuss this with you and may provide information about alternative services.

4. Online counselling

Grounded Counselling Co. provides counselling through online video sessions.

By booking an online session, you acknowledge that online counselling relies on technology and internet connectivity.

You are responsible for:

• having access to a suitable device and internet connection
• joining your appointment at the scheduled time
• attending from a reasonably private and safe location
• taking reasonable steps to protect your own privacy during the session.

Where possible, headphones are recommended if other people are nearby.

Online counselling carries some risks that are outside Grounded's control, including interruptions, connection failure, device issues or unauthorised access to your own device or environment.

Reasonable precautions are taken to protect confidentiality and privacy, but no electronic communication system can be guaranteed to be completely secure.

5. Technology difficulties

If technical difficulties interfere with a session, reasonable efforts will be made to reconnect and continue the appointment.

Depending on the circumstances, this may involve:

• reconnecting to the video session
• temporarily continuing through another agreed communication method
• rescheduling the remainder of the appointment.

A minor technical interruption does not automatically entitle a client to a refund.

Where a significant technology failure attributable to Grounded prevents the counselling session from being reasonably provided, an appropriate alternative arrangement may be offered.

6. Bookings

Appointments are made through Grounded's approved booking system.

When making a booking, you are responsible for providing accurate contact and appointment information.

You may be asked whether you have previously attended a session with Grounded and may be required to complete client documentation before your first counselling appointment.

A booking is considered confirmed once the required booking process and payment have been successfully completed.

You will usually receive an automated confirmation containing appointment information and, where applicable, a video-session link.

Please contact Grounded promptly if you believe your booking information is incorrect.

7. Session length

Standard individual and couples counselling appointments are 60 minutes unless otherwise stated at the time of booking.

Sessions will generally begin and end at the scheduled time.

8. Fees

Current counselling fees are displayed on Grounded Counselling Co.'s website and/or booking page.

Payment is required at the time of booking unless another arrangement has been expressly agreed.

Grounded currently offers:

• Individual counselling – $120 per 60-minute session
• Couples counselling – $140 per 60-minute session

From time to time, Grounded may offer promotional, introductory or founders-rate pricing.

Eligibility and conditions attached to promotional rates may differ from standard pricing.

Fees may change in the future. Any updated fees will apply to appointments booked under the new pricing after the relevant change has taken effect.

9. Payment processing

Online payments may be processed through a third-party payment provider such as Stripe.

By making a payment, you acknowledge that your payment information may also be processed in accordance with the payment provider's own terms and privacy practices.

Grounded generally does not independently store full payment-card details.

10. Cancellations and rescheduling

Grounded understands that circumstances can change.

Appointments may be cancelled or rescheduled without a cancellation fee where at least 48 hours' notice is provided.

Cancellations or requests to reschedule made within 48 hours of the scheduled appointment may be charged the full session fee.

Failure to attend a booked appointment without providing appropriate notice may also result in the full session fee being retained.

11. Refunds

Where you cancel an appointment in accordance with Grounded's cancellation requirements and a refund is due, the refund will be processed through the original payment method where reasonably possible.

Refund processing times may depend on the payment provider and your financial institution.

Grounded is not responsible for delays caused by a bank, card provider or payment processor once a refund has been correctly initiated.

Refunds are generally not available for sessions that have already taken place.

Nothing in these Terms excludes any rights you may have under applicable Australian consumer law.

12. Late arrival

If you arrive late to your counselling session, the session will generally still finish at the originally scheduled time.

This is necessary to avoid affecting appointments booked after yours.

A late arrival does not ordinarily entitle you to an extension of the session or a partial refund.

If you are significantly late and I am unable to reasonably conduct the session in the remaining time, the appointment may be treated as a missed session.

13. Missed appointments

If you do not attend your appointment and have not provided the required notice, the appointment may be treated as a no-show and the full session fee may be retained.

If an emergency or exceptional circumstance has prevented you from attending, please contact Grounded as soon as reasonably possible.

Any decision to waive or vary the cancellation fee will be made at Grounded's discretion, subject to applicable consumer law.

14. Counselling outside scheduled sessions

Grounded's email, telephone number and other communication channels are intended primarily for administrative communication, such as:

• appointment enquiries
• booking changes
• forms and documentation
• brief administrative questions.

They are not intended to provide ongoing counselling between scheduled appointments.

Detailed therapeutic support will generally be addressed during a booked counselling session.

15. Email and response times

Grounded is not an emergency or 24-hour service.

Messages and emails are generally attended to during normal business hours.

A response should not be expected immediately, particularly outside operating hours, on weekends or on public holidays.

Please do not use email, voicemail, social media or online booking messages to seek urgent mental health assistance.

16. Crisis and emergency support

Grounded Counselling Co. does not provide crisis or emergency services.

If you or another person is in immediate danger, call 000 or attend the nearest emergency department.

If you require urgent mental health or crisis support, you should contact an appropriate crisis or emergency support service.

Information about crisis services is available on Grounded Counselling Co.'s Crisis Support page.

17. Client responsibilities

To support a safe and productive counselling relationship, clients are expected to:

• provide information honestly and to the best of their knowledge
• advise Grounded of information relevant to their safety or counselling
• attend sessions in an appropriate condition to participate
• treat the counsellor respectfully
• respect appointment boundaries and communication arrangements
• comply with booking and cancellation requirements
• notify Grounded if their contact details change
• seek emergency or specialist support where required.

Grounded reserves the right to discontinue services where behaviour is threatening, abusive, discriminatory, sexually inappropriate or otherwise makes it unsafe or unreasonable to continue the counselling relationship.

18. Recording sessions

Counselling sessions must not be audio recorded, video recorded, photographed, streamed or otherwise captured by a client without prior written agreement.

Grounded will not record counselling sessions without obtaining appropriate consent.

Any approved recording arrangement must comply with applicable law, privacy requirements and the agreed purpose of the recording.

19. Confidentiality

Information shared during counselling is treated as confidential, subject to legal, ethical and safety-related limits.

Circumstances where confidentiality may be limited or information may need to be disclosed are described in Grounded's Privacy Policy and Client Consent & Informed Agreement.

These circumstances may include disclosures authorised or required by law, serious safety concerns, mandatory reporting obligations where applicable, or valid legal processes.

20. Privacy and records

Grounded handles personal and health information in accordance with its Privacy Policy and applicable Australian privacy requirements.

Client information may be stored using approved digital and practice-management systems.

Clients are encouraged to read the Grounded Counselling Co. Privacy Policy before booking.

21. Third-party service providers

Grounded may use reputable third-party providers to support the operation of the practice.

These may include services used for:

• appointment scheduling
• email
• video appointments
• practice management
• electronic forms
• payment processing
• website hosting
• cloud storage.

Third-party services operate under their own terms, privacy policies and security arrangements.

Grounded takes reasonable care when selecting service providers but cannot control every aspect of an independent third party's systems or operations.

22. Couples counselling

Couples counselling involves additional considerations regarding confidentiality, communication and information shared between participants.

Both participants are expected to understand and agree to Grounded's counselling terms and informed-consent arrangements.

The handling of information disclosed individually to the counsellor in connection with couples counselling may be discussed before or during the counselling process.

Grounded may determine that couples counselling is no longer appropriate where circumstances make continued joint work unsafe, unethical or clinically unsuitable.

23. Ending counselling

You may choose to end counselling at any time.

Where possible, discussing your decision during a session can provide an opportunity to review progress, discuss any concerns and plan appropriate next steps.

Grounded may also recommend ending or pausing counselling if:

• your needs have moved beyond my professional scope
• another service would be more appropriate
• the counselling relationship is no longer therapeutically helpful
• safety concerns make online counselling inappropriate
• professional boundaries cannot reasonably be maintained
• there are repeated breaches of these Terms or the counselling agreement.

Where appropriate, referral information may be provided.

24. No guarantee of outcome

Counselling experiences and outcomes differ between individuals.

Grounded cannot guarantee that counselling will achieve a particular outcome or result.

Your progress may be influenced by many factors, including your circumstances, engagement with counselling and matters beyond Grounded's control.

25. Website information

Content on the Grounded Counselling Co. website is provided for general information and education.

Website content does not create a counsellor-client relationship and should not be relied upon as individual counselling, medical, psychological, legal or other professional advice.

If you require advice specific to your circumstances, you should seek assistance from an appropriately qualified professional.

26. Website availability

Grounded aims to keep its website and online services available and accurate.

However, access may occasionally be interrupted because of maintenance, technical problems, third-party outages or circumstances outside Grounded's control.

Grounded does not guarantee that the website will always be uninterrupted, error-free or available.

27. Intellectual property

Unless otherwise stated, the content of the Grounded Counselling Co. website, including written material, branding, logos, graphics, downloadable resources and original content, belongs to Grounded Counselling Co. or is used with permission.

Content must not be copied, reproduced, adapted, distributed, published or commercially used without permission, except where allowed by law.

You may view and download website content for your own personal and non-commercial use.

28. Links to other websites

The Grounded website may contain links to third-party websites or services.

These links are provided for convenience and information.

Grounded is not responsible for the accuracy, availability, privacy practices or content of third-party websites.

A link does not necessarily mean Grounded endorses the third-party provider or all information provided on that website.

29. Limitation of liability

To the extent permitted by law, Grounded Counselling Co. is not responsible for loss or damage arising solely from circumstances outside its reasonable control, including third-party technology failures, internet outages or a client's failure to follow appropriate emergency or medical advice.

Nothing in these Terms is intended to exclude, restrict or modify any right, guarantee or remedy that cannot lawfully be excluded under the Australian Consumer Law or any other applicable legislation.

30. Complaints and concerns

If you have a concern about Grounded's services, you are encouraged to raise it with me directly where you feel comfortable doing so.

Complaints will be taken seriously and handled respectfully.

You can contact Grounded Counselling Co. by email at tilly@groundedcounsellingco.com.au.

Additional information about formal complaints processes may also be included in your Client Consent & Informed Agreement.

31. Changes to these Terms

These Terms & Conditions may be updated periodically to reflect changes to Grounded's services, fees, technology, professional requirements or applicable laws.

The current version will be published on the Grounded Counselling Co. website.

Where a material change directly affects an existing counselling arrangement, I may also bring that change to your attention where appropriate.

32. Governing law

These Terms & Conditions are governed by the laws of Western Australia, Australia.

Any dispute relating to these Terms will be subject to the applicable laws and courts or tribunals of Western Australia, subject to any rights or remedies available under Commonwealth legislation.

Contact

If you have questions about these Terms & Conditions, please contact Grounded Counselling Co. by email at tilly@groundedcounsellingco.com.au.

Last updated: 13 September 2026