top of page

Counselling Service Terms

Effective date: 23 September 2025

Provider
Earth Soul Counselling (Michelle Collier) provides individual and relationship counselling.

Fees & payment

  • Current fees are listed on my website and confirmed at booking.

  • Payment is required prior to the session to confirm your booking.

  • Receipts/invoices are provided on request.

​
Booking & confirmation

  • Your booking is confirmed once required forms are returned and payment is received.

  • For Telehealth, a session link is emailed once your booking is confirmed.

  • All times are in AEST (Australia/Brisbane, UTC+10). Please note - Queensland does not observe daylight saving.

​
Confidentiality & privacy

  • Sessions are confidential except where disclosure is required/authorised by law (e.g., risk of harm, child protection, court order/subpoena) or with your informed consent.

  • See my Privacy Policy for how your information is collected, stored and disclosed.

​
Technology & recording

  • Practice management: Halaxy (appointments, reminders, billing, system of record for clinical notes).

  • Transcription/note-assist (optional): I may use a provider such as Novo Note (I may switch to Heidi Health). Any audio-to-text transcription is opt-in only and requires your express consent. Session audio is not retained by the provider; I review drafts and save final notes to Halaxy.

  • Client recording policy: Sessions must not be audio - or video-recorded by clients without my prior written consent.

​
Telehealth

  • Delivered via secure video or phone. Please ensure a private, quiet space and stable connection.

  • I do not record Telehealth sessions by default.

Cancellation & rescheduling

Notice period
Please give at least 24 hours’ notice to cancel or reschedule. The 24-hour window is calculated from your scheduled start time (AEST, Australia/Brisbane).

Late cancellations / no-shows

  • Changes made with less than 24 hours’ notice, or non-attendance, are charged the full session fee.

  • If you arrive late, the session will still finish at the scheduled time; arriving 15+ minutes late may be treated as a no-show. 

 
How to cancel or reschedule

  • Phone: (07) 5241 1057

  • Email: michelle@earthsoulcounselling.com.au

  • SMS (optional): 0478 005 412
    Please ensure you receive a confirmation from me that your change has been received.

 
Illness / emergencies

  • If you’re unwell, you’re welcome to switch to Telehealth at your appointment time.

  • I understand unforeseen events happen; exceptions may be made at my discretion - please contact me as soon as possible.

 
Refunds & credits

  • Pre-paid sessions cancelled with 24+ hours’ notice can be refunded in full or credited to a future session (your choice).

  • Late cancellations/no-shows are not refundable.

 
Late cancellations / no-shows

  • Changes made with less than 24 hours’ notice, or non-attendance, are charged the full session fee.

  • If you arrive late, the session will still finish at the scheduled time; arriving 15+ minutes late may be treated as a no-show. Continuous lateness or no shows will result in the sessions being stopped

  • Repeated late changes or missed sessions may result in ending services so I can offer the time to other clients.

 
Third-party funding

  • If a third party (e.g., insurer, program) does not cover the appointment for any reason, you remain responsible for the session fee.

 
Crisis support
Counselling is not a crisis service. For immediate help call 000, or contact Lifeline 13 11 14 or Beyond Blue 1300 22 4636 (24/7).

Client rights
You may withdraw from counselling at any time. You’re welcome to raise concerns about the counselling process and we’ll address them together.

Governing law & applicable laws
These terms are governed by the laws of Queensland, Australia, and any dispute may be brought in the courts of Queensland. Nothing in these terms excludes, restricts, or modifies your rights under the Australian Consumer Law. Where required, I will also comply with any mandatory local laws in the state or territory where you receive services (e.g., child protection, subpoenas, surveillance/recording rules).

Contact
Email: michelle@earthsoulcounselling.com.au
Phone: (07) 5241 1057

bottom of page