Privacy Policy

Christine Shalala Psychotherapy (ABN 25 872 679 601) (“We“, “Us“, “Our“) is committed to safeguarding the privacy of Our clients. This Privacy Policy outlines how We collect, use, and protect your personal information in connection with the services We provide. Our practices are designed to comply with applicable privacy laws, including the Australian Privacy Principles (“APPs“) under the Privacy Act 1988 (Cth) and other applicable laws, regulations, industry standards and contractual obligations.

  1. Information We Collect

We may collect the following types of personal information when you use Our services:

  • Personal Information:  Personal information means any information or opinion about an identified individual or an individual who is reasonable identifiable, whether the information or opinion is true or not; and whether the information or opinion is recorded in a material form or not.  In general terms, this includes information or an opinion that personally identifies you either directly or indirectly. This may include your name, contact details, date of birth, and any other information relevant to the provision of Our services.
  • Health Information: We may collect sensitive health information about you related to your mental health and well-being as part of Our psychotherapy services, which may include your medical history.
  • Payment Information: We may collect your payment details when you book and pay for sessions.

We do not generally collect sensitive information about you (e.g. information or opinion about your racial or ethnic origin, political opinions, political association, religious or philosophical beliefs, membership of a trade union or other professional body, sexual orientation or practices, criminal record, health information, genetic information, biometric information or biometric templates), other than the health information set out above. If We  need to record or hold other sensitive information, We will do so only with your consent or as otherwise required or authorised by law, and We will take appropriate measures to protect the security of this information.

You do not have to provide Us with your personal information. Where possible, We will give you the option to interact with Us anonymously or by using a pseudonym. However, if you choose to deal with Us in this way or choose not to provide Us with your personal information, we may not be able to provide you with Our services or otherwise interact with you.

  • Purpose

This Privacy Policy, and the handling of personal information by Us, must be consistent with the requirements of the APPs, and must ensure that We:

  • are transparent about the way We handle personal information and the reasons why it is collected;
  • only collect, use and disclose personal information if necessary to perform Our functions or activities;
  • take reasonable steps to keep personal information secure; and
  • conduct activities in accordance with this Privacy Policy and appropriate procedures.
  • How We Use Your Information

We use your personal information for the following purposes:

  • To provide psychotherapy and related mental health services.
  • To manage appointments, billing, and payments.
  • To communicate with you about your therapy sessions and any relevant updates or changes.
  • To ensure the safety and security of Our services.
  • For administrative purposes such as maintaining your records.
  • Sharing Your Information

We respect your confidentiality and do not share your personal information without your consent, except in the following circumstances:

  • Legal Requirements: If required by law, We may disclose your personal information to comply with legal obligations (e.g., court orders, subpoenas).
  • Emergency Situations: If there is a risk of harm to yourself or others, We may disclose your information to appropriate authorities to ensure safety.
  • Halaxy Privacy Policy: We use Halaxy, a secure digital platform for managing bookings and client records. Halaxy’s privacy practices are outlined in their Privacy Policy, and by using Our services, you consent to the collection, storage, and handling of your information in accordance with their policy.
  • Data Security

We take appropriate measures to protect your personal and health information from unauthorised access, alteration, or destruction. We store your information in a secure manner and only share it with authorized personnel as required.

  • Cookies

Our website uses cookies. A cookie is a small file stored on your computer’s browser, which assists in managing customised settings of the website and delivering content. These cookies recognise  when your device has visited Our website before, so We can distinguish you from other users of the website. This improves your experience and Our website.

We do not use cookies to identify you, just to improve your experience on Our website.  If you do not wish to use the cookies, you can amend the settings on your internet browser so it will not automatically download cookies. However, if you remove or block cookies on your computer, please be aware that your browsing experience and Our website’ s functionality may be affected.

  • Direct Marketing

We may send you direct marketing communications and information about Our services, opportunities, or events that We consider may be of interest to you if you have requested or consented to receive such communications. These communications may be sent in various forms, including mail, SMS and email, in accordance with applicable marketing laws, such as the Spam Act 2003 (Cth). You consent to Us sending you those direct marketing communications by any of those methods. If you indicate a preference for a method of communication, We will endeavour to use that method whenever practical to do so.

You may opt-out of receiving marketing communications from Us at any time by following the instructions to “unsubscribe” set out in the relevant communication and/or contacting Us using the details set out in the “Contact Information” section below.

  • Data Retention

We retain your personal and health information for as long as it is necessary to fulfil the purpose for which it was collected, as required by law, or as long as you are a client. Upon request, We will securely destroy or anonymise your data when it is no longer required.

  • Your Rights

You have the right to:

  • Access your personal information.
  • Request corrections to your personal or health information if it is inaccurate.
  • Request the deletion of your information, subject to any legal or regulatory requirements.
  • Opt out of marketing communications or any other non-essential communications.

To exercise these rights, or if you have concerns about how your data is being handled, please contact Us directly.

  1. Changes to the Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in Our practices or legal requirements. Any changes will be posted on Our website, and the updated policy will be effective immediately upon publication. By continuing to use Our services, you agree to the updated Privacy Policy.

  1. Contact Information

If you have any questions about this Privacy Policy or would like to exercise your rights regarding your personal information, please contact Us:

Christine Shalala Psychotherapy

Email: hello@cspsychotherapy.com.au

Phone: 0449 130 016

Website: https://cspsychotherapy.com.au

Cancellation & Refund Policy

Christine Shalala Psychotherapy (ABN 25 872 679 601) (“We“, “Us“, “Our“) deeply values your trust in Us to support your mental health and emotional well-being. We understand that life is unpredictable, and We strive to accommodate changes in your schedule as much as possible. To maintain fairness for all clients and uphold the integrity of Our professional services, We have established the following comprehensive Cancellation & Refund Policy.

  1. General Cancellation Terms
  2. Advance Notice Requirement: To ensure that Our services are available to all clients in need, We ask that you provide at least 24 hours’ notice if you need to cancel or reschedule an appointment. This allows Us to reallocate the time to other clients who may be waiting for a session.
  3. Late Cancellations: Cancellations made within less than 24 hours of your scheduled appointment will incur a 50% cancellation fee of the full session price. This policy is in place to account for the time set aside specifically for your appointment.
  4. No-Show Policy: If you fail to attend a scheduled session without providing prior notice, you will be charged 100% of the session fee. No-shows prevent Us from offering that time slot to other clients in need.
  5. Emergency Situations: We understand that emergencies can happen. In the event of an emergency, please contact Us as soon as possible. If We are able to verify the emergency, We may waive the cancellation fee or offer an alternative solution on a case-by-case basis in Our absolute discretion.
  • Refund Policy

Our services are designed to be highly personalised and specific to your therapeutic needs. As such, We do not offer refunds for completed sessions, as the work has already been performed, and the time allocated has been dedicated to you.

  • Single Sessions: For single therapy sessions, once payment is made and the session is completed, We do not provide a refund. If you need to cancel a session, please refer to Our cancellation terms above.
  • Prepaid Packages: If you have purchased a package of sessions (e.g. 5 or 10 sessions) and you wish to cancel your participation in the package before using all sessions, you may be eligible for a partial refund for any unused sessions. Any refund will be calculated based on the number of remaining sessions, less any cancellation fees that may apply.
  • Unused Sessions: For partially used packages, We will calculate a pro-rated refund based on the number of unused sessions. For example, if you have used 2 out of 10 prepaid sessions and cancel the remaining 8, you will receive a refund minus any applicable fees for the eight unused sessions.
  • Refund Method: Refunds will be issued using the same payment method used for the original transaction. Please allow up to 14 business days for the refund to be processed.
  • Refund Exclusions: Refunds will not be provided for services that have already been rendered or for sessions where services were not rendered due to the client’s failure to attend.
  • Rescheduling of Appointments
  • Rescheduling Policy: If you need to reschedule your appointment, We request that you provide at least 24 hours’ notice. If notice is provided within 24 hours, you may be required to pay a 50% rescheduling fee, which will be credited toward your next session.
  • Multiple Reschedules: If you reschedule an appointment more than two times, We may ask that you commit to a new session time to ensure that We can continue to provide timely services to all clients. This may include additional charges, depending on the frequency and the timing of the changes.
  • Late Arrivals
  • Arriving Late: If you arrive late for your appointment, the session will still end at the scheduled time, and you will be billed for the full session. If your late arrival exceeds 15 minutes, the session may be cancelled, and a 50% cancellation fee will apply.
  • Effect of Late Arrivals: We respect the time of all Our clients. Late arrivals may result in the shortening of your session, and We may not be able to accommodate rescheduling for the same day due to scheduling constraints.
  • Client No-Show or Missed Appointment
  • Missed Appointments: If you miss an appointment and fail to notify Us ahead of time, you will be charged 100% of the session fee. This fee will be billed to your account and must be paid in full before scheduling future appointments.
  • Account Suspensions: For repeated missed appointments or no-shows, We may request that you settle your outstanding balances before rescheduling future sessions. If you do not resolve your balance, future appointments may be cancelled, and your ability to book sessions may be restricted.
  • Exceptional Circumstances

We understand that life can be unpredictable, and certain situations may prevent you from adhering to Our cancellation and rescheduling policies. If you experience exceptional circumstances, such as a medical emergency, severe illness, or other significant life events, We ask that you contact Us directly as soon as possible. Depending on the situation, We may offer:

  • Flexible Rescheduling: In cases of illness or family emergency, We may provide the opportunity to reschedule without penalty or waive cancellation fees.
  • Partial Refunds: If you are unable to continue your therapy sessions for an extended period due to health or personal reasons, We may consider offering a partial refund for unused sessions, subject to review.
  • Payment for Services
  • Booking and Payment: All therapy sessions require full payment at the time of booking. Payment can be made by electronic funds transfer, or credit card. Once payment is processed, you will receive a confirmation email with your appointment details.
  • Late Payment: If payment is not received at the time of booking, We may be unable to confirm your session. Sessions that are not paid for within 24 hours of the scheduled appointment may be cancelled, and Our cancellation fees will apply.
  • Outstanding Balances: If you have an outstanding balance from a previous session, you must settle the balance before scheduling new appointments.  You acknowledge that should you fail to pay any tax invoice within 14 days from the date of the tax invoice, We shall immediately cease provision of Our services to you and We will not be liable for any loss you incur as a result of such an action.  You acknowledge that you shall pay interest on the overdue payments calculated from the due date for payment until the actual date of payment at the rate of 10% per annum calculated daily.
  • Security:  As security for payment, You agree to grant Us a Security Interest (as defined in the Personal Property Securities Act 2009 (Cth) (“PPSA”) in any outstanding payments and all after acquired property and an irrevocable right to register this interest against it or its property (as the case may be) on the Personal Property Securities Register established under Chapter 5 of the PPSA (“Register”) including (without limitation) where applicable, as a purchase money security interest. You grant Us an irrevocable right to search the Register from time to time in relation to it or its property. You agree for the purposes of the PPSA and to the extent permitted by law, Sections 95, 121(4) 128, 129, 130, 132(3)(d), 132(4), 135 and 143 of the PPSA have no application to these arrangements and We are not required to give notice under section 135 of the PPSA. If We receive any notice in relation to you under section 64 of the PPSA, all outstanding payments will become immediately due and payable. You agree to pass such resolutions, execute and sign any documents or forms, as required from time to time to formalise, affirm or perfect the said Security Interest.
  • Changes to the Cancellation & Refund Policy

We reserve the right to amend, update, or change Our Cancellation & Refund Policy at any time. Any changes will be communicated on Our website, and the updated policy will be effective immediately upon publication. By continuing to use Our services, you agree to be bound by the updated policy.

  • Contact Information

For further inquiries, clarification, or to discuss any cancellation or refund matters, please contact Us:

Christine Shalala Psychotherapy

Email: hello@cspsychotherapy.com.au

Phone: 0449 130 016Website: https://cspsychotherapy.com.au