TERMS AND CONDITIONS

These Service Terms and Conditions ("Terms") apply to the psychology services provided by Bethany Alice Phelan trading as Calm Sanctuary (ABN 59 133 824 693) ("Calm Sanctuary", "we", "us" or "our").

By booking or attending an appointment with Calm Sanctuary, you agree to these Terms.

These Terms should be read together with our:

• Privacy Policy

• Booking & Cancellation Policy

• Website Terms and Conditions

Our Services

Calm Sanctuary provides evidence-based psychology services for adults aged 18 years and over through secure telehealth appointments.

Our services are designed to support a range of mental health concerns and personal wellbeing goals. Information provided on our website is intended as general information only and should not replace personalised psychological or medical advice.

Calm Sanctuary does not provide crisis or emergency mental health services.

If you or another person is at immediate risk of harm, please call 000, attend your nearest emergency department, or contact an appropriate crisis support service.

Medical Emergencies

Calm Sanctuary provides scheduled telehealth psychology services and does not provide crisis intervention, emergency medical care or emergency mental health services.

If you are experiencing a medical or mental health emergency, please seek immediate assistance. This includes, but is not limited to:

• Severe chest pain

• Suspected heart attack or stroke

• Loss of consciousness

• Severe bleeding

• Difficulty breathing

• Sudden loss of movement or sensation

• Difficulty walking or loss of coordination

• Persistent or severe unexplained pain

• Suicidal thoughts with immediate intent or concern for your safety

• Any situation where urgent medical assessment is required

If you or another person is at immediate risk of harm, please call 000, attend your nearest emergency department, or contact your treating general practitioner or local mental health crisis service immediately.

If you are unsure whether our services are appropriate for your circumstances, we encourage you to seek advice from your general practitioner or another appropriately qualified healthcare professional before booking an appointment.

Disclaimer

Calm Sanctuary is operated by Bethany Alice Phelan, a registered psychologist.

Bethany provides evidence-based psychological services within her professional qualifications, registration and scope of practice as a psychologist. She is registered with the Australian Health Practitioner Regulation Agency (AHPRA).

The information provided through our website, resources and psychology services is intended for general educational and therapeutic purposes. It is not a substitute for medical advice, diagnosis or treatment provided by a medical practitioner, psychiatrist or another appropriately qualified healthcare professional.

Medical Advice

Calm Sanctuary does not provide medical advice or medical treatment. If you have concerns about your physical health, require medical assessment, or are considering changes to your medication or other medical treatment, you should consult your treating doctor or another appropriately qualified healthcare professional.

Individual Outcomes

Every person's circumstances are different. While we provide evidence-based psychological care, we cannot guarantee specific outcomes or results. Your progress will depend on many factors, including your individual circumstances, goals and engagement in therapy.

Personal Responsibility

By choosing to access our services, you acknowledge that you are responsible for making informed decisions about your health and wellbeing. We encourage you to seek appropriate medical or specialist advice whenever required.

Telehealth Services

Our services are delivered via telehealth. While we take reasonable steps to provide reliable and secure appointments, occasional technical issues outside our control may affect the quality or availability of a session. Where possible, we will work with you to reconnect or arrange an alternative appointment.

Australian Practice

Calm Sanctuary is based in Victoria, Australia, and our services are provided in accordance with Australian laws, professional standards and ethical obligations. Clients accessing our services from outside Australia are responsible for ensuring that telehealth psychology services are appropriate and permitted in their location.

Eligibility

To access our services, you confirm that:

• you are at least 18 years of age;

• the information you provide is accurate and complete;

• you are accessing services for yourself unless otherwise agreed;

• you are able to participate in appointments.

Clients seeking Medicare rebates, bulk-billed appointments or third-party funded services must provide any referrals, approvals or supporting documentation required for those services.

Eligibility for Medicare rebates, bulk billing and other funding arrangements is subject to the relevant funding body's requirements and Calm Sanctuary's eligibility criteria.

Booking Appointments

Appointments may be requested through our online booking system or by contacting Calm Sanctuary directly.

Your appointment is confirmed once you receive confirmation from us.

We will make every reasonable effort to provide appointments at your preferred time; however, appointment availability cannot be guaranteed.

Occasionally, we may need to reschedule or cancel an appointment due to unforeseen circumstances. If this occurs, we will contact you as soon as reasonably practicable and offer an alternative appointment where possible.

Appointment reminders may be sent by email, SMS or other agreed communication methods to help you manage your bookings.

Fees and Payment

Our current fees are available on our website and may be updated from time to time.

Payment is generally processed on the day of your appointment using your nominated payment method.

Where applicable, Medicare rebates and other funding arrangements will be processed in accordance with the relevant funding requirements.

If payment cannot be processed, future appointments may be delayed until outstanding fees have been resolved.

Cancellation and Rescheduling

If you need to cancel or reschedule your appointment, please provide at least 24 hours' notice.

• 24 hours' notice or more: Your appointment may be cancelled or rescheduled without charge, and any refundable deposit will be returned in accordance with our Booking & Cancellation Policy.

• Less than 24 hours' notice or missed appointments: Cancellation fees may apply, and future appointments may require payment in advance.

Please refer to our Booking & Cancellation Policy for further information.

Telehealth Appointments

All appointments at Calm Sanctuary are provided via secure telehealth.

To help ensure your appointment runs smoothly, you agree to:

• join your appointment on time;

• use a device with a working camera and microphone;

• have a stable internet connection;

• attend your appointment from a private, quiet location where your confidentiality can be maintained; and

• minimise interruptions during your appointment where possible.

For your safety, appointments should not be attended while driving or undertaking any activity that may place you or others at risk.

If technical issues interrupt an appointment, we will make reasonable efforts to reconnect or arrange another suitable time where appropriate.

Confidentiality

We are committed to protecting your privacy and maintaining the confidentiality of your personal information.

Information shared during appointments will remain confidential unless:

• you provide consent for information to be shared;

• disclosure is required or authorised by law;

• there is a serious concern about your safety or the safety of another person; or

• disclosure is otherwise permitted under applicable legislation.

Further information is available in our Privacy Policy.

Client Responsibilities

To help us provide safe, effective and appropriate psychological care, you agree to:

• provide accurate, complete and up-to-date information;

• notify us if your contact details change;

• advise us of any significant changes that may affect your care;

• attend appointments on time;

• participate respectfully during appointments; and

• communicate openly if you have concerns about your treatment or our services.

Therapy is a collaborative process. Your engagement, honesty and participation play an important role in helping you achieve your goals.

Respectful Behaviour

Calm Sanctuary is committed to providing a safe, respectful and supportive environment for both clients and staff.

We do not tolerate abusive, threatening, discriminatory, intimidating or aggressive behaviour towards our team.

Where behaviour places the safety or wellbeing of our staff or others at risk, we reserve the right to end an appointment or discontinue providing services.

Where appropriate, we will discuss any concerns with you before making this decision.

Communication

We will communicate with you using the contact details you provide.

Appointment reminders, administrative updates and other service-related communications may be sent by email, SMS or telephone.

Email communication should not be used for urgent or emergency situations, as it is not continuously monitored.

If you require immediate assistance, please contact emergency services or an appropriate crisis support service.

Records

As a registered psychology practice, we are required to maintain clinical records relating to the services we provide.

Records are stored securely and handled in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and our professional obligations.

You may request access to your personal information in accordance with our Privacy Policy and applicable legislation.

Intellectual Property

Unless otherwise stated, all materials provided by Calm Sanctuary, including worksheets, guides, downloadable resources, written content and other educational materials, remain the intellectual property of Calm Sanctuary or are used with permission from the relevant owner.

These materials are provided for your personal use only.

You must not reproduce, modify, publish, distribute, sell or use any of these materials for commercial purposes without our prior written permission, except where permitted by law.

Limitation of Liability

To the extent permitted by law, Calm Sanctuary is not liable for any indirect or consequential loss arising from the use of our services.

Nothing in these Terms excludes any rights you may have under the Australian Consumer Law or other applicable legislation.

Changes to These Terms

We may update these Terms from time to time to reflect changes to our services, legal obligations or practice procedures.

The most current version will always be available on our website.

Governing Law

These Terms are governed by the laws of Victoria, Australia.

Any disputes arising in connection with these Terms will be subject to the jurisdiction of the courts of Victoria.

Calm Sanctuary is committed to providing services that are safe, appropriate and in your best interests.

Either you or Calm Sanctuary may choose to end the therapeutic relationship at any time.

Where appropriate, we will discuss this with you and, where clinically suitable, provide recommendations or referral options to support your ongoing care.

Calm Sanctuary may discontinue services where:

• the service is no longer clinically appropriate;

• ongoing therapy is unlikely to be beneficial;

• fees remain unpaid;

• appointments are repeatedly missed or cancelled without appropriate notice; or

• behaviour towards staff is abusive, threatening or otherwise inappropriate.

Ending services does not affect any outstanding fees or obligations that arose before the therapeutic relationship ended.