Client Registration,
Consent & Terms

If you have never undertaken counselling or psychotherapy before, you are encouraged to speak with the concerned counsellor/therapist beforehand so that you have a clear understanding of the nature and process of counselling, psychotherapy and holistic wellbeing services.

Therapy or counselling may not be the appropriate form of support for every concern or circumstance. Effective therapeutic work depends upon several factors, including the nature of the concern, the therapeutic relationship, individual circumstances and the client's willingness to participate.

The client has the right to discontinue counselling or holistic wellbeing services at any time.

I understand that counselling may involve discussions relating to personal, emotional, relational and other sensitive aspects of my life.

The purpose of counselling is to support me in understanding my concerns, developing coping skills, increasing self-awareness and working towards personally meaningful goals.

I understand that emotional discomfort may sometimes arise during the therapeutic process.

Information shared during counselling sessions will be treated as confidential, subject to the limitations described below.

Where appropriate and with the client's consent, relevant information may be documented for professional record-keeping and continuity of care.

Sessions will not ordinarily be audio/video recorded without the client's knowledge and appropriate consent.

Limits to confidentiality

Confidentiality may be limited where disclosure is required or permitted by applicable law, or where the counsellor/therapist reasonably believes that disclosure is necessary to address a serious risk of harm.

This may include circumstances involving:

• a serious or imminent risk of harm to the client;
• a serious or imminent risk of harm to another person;
• situations involving abuse or serious danger to a child or vulnerable person;
• circumstances requiring medical or psychiatric intervention;
• a valid legal or statutory requirement.

Where clinically appropriate, the counsellor/therapist may consult with another qualified professional or contact an appropriate person or authority to address a significant safety concern.

Where reasonably possible, the client will be informed before such disclosure is made.

Soul Meadow Holistic Services does not provide emergency or crisis intervention services.

If a client's condition appears to require urgent medical or psychiatric assessment or intervention, the counsellor/therapist may recommend or require the client to seek appropriate professional medical/psychiatric care.

The team reserves the right to decline or pause counselling services where the client's needs fall outside the scope of the services provided or where appropriate emergency/medical/psychiatric intervention is required.

If you are experiencing an immediate emergency or believe that you may seriously harm yourself or another person, please seek immediate assistance from local emergency services, the nearest hospital/emergency department, or an appropriate crisis service. Do not wait for your scheduled counselling session.

Counselling and psychotherapy work best when undertaken voluntarily and with a reasonable willingness to participate.

The client is responsible for making their own appointments and attending sessions as scheduled.

Soul Meadow Holistic Services reserves the right to decline services where a person is unwilling to participate appropriately in the therapeutic process or does not consent to the terms of service.

The areas of expertise and services offered by Soul Meadow Holistic Services are described on our website.

Clients are encouraged to review the available services before booking an appointment and ensure that their concern falls within the scope of the service they are seeking.

Where a concern falls outside our scope of practice, an appropriate referral or alternative form of support may be recommended.

Counselling may contribute to increased self-awareness, improved coping abilities, greater emotional understanding and healthier relationships.

However, counselling cannot guarantee a particular outcome. Individual progress varies according to the nature of the concern, personal circumstances, participation, consistency and many other factors.

Counselling may also involve periods of emotional discomfort as difficult thoughts, memories or feelings are discussed.

The counsellor/therapist may use different appropriate therapeutic approaches and techniques depending upon the client's needs and the scope of the service.

Clients are expected to respect the professional boundaries of the therapeutic relationship and to communicate openly if they have questions, concerns or discomfort regarding the therapeutic process.

Counselling is a collaborative process based on mutual respect, trust and appropriate professional boundaries.

Soul Meadow Holistic Services will not tolerate abusive, threatening, disrespectful, discriminatory, sexually inappropriate, indecent or otherwise unacceptable conduct towards its counsellors, therapists, consultants or staff.

In the event of serious or repeated misconduct or breach of professional boundaries, Soul Meadow Holistic Services reserves the right to discontinue services with immediate effect.

If a client encounters their counsellor/therapist/consultant in a public or social setting, the client is under no obligation to interact with them.

The client may choose to remain anonymous or not acknowledge the professional relationship.

The counsellor/therapist/consultant will respect the client's privacy and will not ordinarily initiate a conversation about the therapeutic relationship in public.

Clients between 13 and 18 years of age are minors and will be treated in accordance with applicable laws, ethical requirements and safeguarding considerations.

Parent/legal guardian consent may be required before commencing services.

The counsellor/therapist will seek to maintain an appropriate level of privacy for the adolescent. Information from individual sessions will not ordinarily be shared with parents/guardians simply because they request details, except where disclosure is required or considered necessary for safety, safeguarding, legal or other professional reasons.

Parents/guardians are requested to respect the adolescent's therapeutic privacy, as appropriate.

Questions from family members regarding the personal content of a client's sessions will ordinarily not be entertained without the client's consent, except where disclosure is required or considered necessary under the circumstances described in the confidentiality and safeguarding provisions above.

All fees and charges for Soul Meadow Holistic Services are fixed and non-negotiable.

No bargaining or negotiation of session fees will be entertained.

Payment must be made in full before the scheduled session unless otherwise agreed in writing.

An appointment will be considered confirmed only after the required payment has been received and the appointment has been confirmed by the team.

Online sessions may be conducted through platforms such as Zoom or Google Meet, as communicated at the time of booking.

For subsequent appointments, clients are required to confirm their attendance with the team through the designated communication channel, such as WhatsApp.

An appointment or therapist allocation cannot be guaranteed without prior confirmation and registration.

Clients are responsible for ensuring that they have a stable internet connection and a reasonably private environment for their online session.

No refunds will be provided for no-shows.

A no-show means that the client fails to attend the scheduled appointment without providing the required advance notice.

The appointment time is reserved specifically for the client and cannot ordinarily be reassigned at short notice.

If a client is unable to attend a scheduled appointment, they must inform the team at least 3–4 hours before the scheduled appointment time, wherever reasonably possible.

Cancellations made with the required advance notice may be eligible for rescheduling or refund, subject to the applicable booking terms.

Cancellations made after the stated notice period and no-shows will ordinarily be non-refundable.

It is the client's responsibility to attend the session on time.

The counsellor/therapist may attempt to contact the client if they have not joined the session within approximately 10 minutes of the scheduled start time.

If the client is more than 20 minutes late, the counsellor/therapist may consider the appointment a no-show and is under no obligation to conduct the remaining portion of the session.

Late arrival does not ordinarily result in an extension of the session.

If the counsellor/therapist is expected to be delayed by more than approximately 5 minutes, the client will be informed wherever reasonably possible.

Therapy and counselling generally require commitment and consistency.

Some concerns may be addressed within a relatively small number of sessions, while others may require ongoing work and regular follow-up.

The frequency of sessions will be discussed according to the client's needs. Depending on the concern, regular sessions may be recommended.

A standard session will ordinarily last approximately 45–60 minutes, or for the duration specified at the time of booking.

The counsellor/therapist is not required to extend the session beyond the agreed finishing time.

The session will end at the scheduled time even if the client has not reached their desired outcome for that particular session.

If you have a concern or complaint regarding your experience with Soul Meadow Holistic Services, you are encouraged to communicate it to the designated coordinator/team by email or telephone.

Your concern will be reviewed appropriately and, wherever possible, handled confidentially.

Soul Meadow Holistic Services will make reasonable efforts to assign the same counsellor/therapist to a client for subsequent sessions.

However, continuity with a particular counsellor/therapist is subject to availability, scheduling and other administrative or professional considerations.

The team reserves the right to reassign a client to another appropriate counsellor/therapist where necessary.

No counsellor, therapist or consultant can guarantee a particular therapeutic outcome.

The progress and outcome of counselling depend upon numerous individual factors and cannot be guaranteed in advance.

Fees will not be refunded solely because a client feels that the desired outcome has not been achieved or because the client is dissatisfied with the outcome of the therapeutic process.