Terms + conditions

These Terms and Conditions (Terms) apply to bookings for, and the provision of, counselling, executive coaching and related services by Comma + Co.

By making or confirming a booking, you agree to these Terms. These Terms operate together with Comma + Co’s Informed Consent and Privacy statement, Statement of Ethical Practice and any service-specific information provided to you.

Comma + Co provides services to adults aged 18 years and over.

Counselling and executive coaching are distinct services. Counselling supports psychological and emotional wellbeing within the practitioner’s professional scope. Executive coaching supports professional development, leadership and work-related goals. Executive coaching is not counselling, medical care, crisis support, legal advice or financial advice.

No particular outcome can be guaranteed. The effectiveness of counselling or coaching may be influenced by many factors, including your circumstances, participation and goals.

Appointments may be booked through Comma + Co’s online booking system or directly with the practitioner.

All bookings are subject to availability and confirmation.

You are responsible for providing accurate and current booking, contact and payment information.

If another person makes a booking on your behalf, you must still review and accept the applicable informed consent and service information before services begin.

Current fees are displayed through the booking system or communicated before a direct booking is confirmed. All fees are in Australian dollars and include GST where applicable.

For appointments booked online, 50% of the session fee is payable at the time of booking. Unless otherwise agreed, the remaining balance is payable at the end of the session.

For appointments booked directly with the practitioner, the full session fee is payable at the end of the session unless another arrangement is agreed in writing.

Accepted payment methods are displayed through the booking system or advised by the practitioner.

If an amount remains unpaid, Comma + Co may issue an invoice, suspend future bookings or decline to provide further services until the account is resolved, subject to any professional obligations that apply.

Sessions are generally available for 55, 80 or 110 minutes. Other formats or arrangements, including bundled sessions, gift vouchers or appointments outside usual hours, are available only by enquiry and, if offered, are subject to the conditions communicated at the time.

Sessions ordinarily finish at the scheduled time, even if you arrive or connect late.

If you are more than 20 minutes late, the practitioner may determine that there is insufficient time to provide the session safely or effectively. The session may then be shortened, cancelled or rescheduled at the practitioner’s discretion, and the full session fee may remain payable.

For an in-person appointment, you may cancel or reschedule without a cancellation fee by providing at least 48 calendar hours’ notice.

For an online appointment, you may cancel or reschedule without a cancellation fee by providing at least 24 calendar hours’ notice.

Notice may be given through the online booking system, by email to kr@commaandco.com.au or by text message to 0468 030 092. Notice is effective when received.

These notice periods apply to all appointments, including appointments scheduled on a Monday. Notice may be sent over a weekend.

An in-person appointment may be converted to an online appointment without a cancellation fee, subject to the practitioner’s availability and the clinical or professional suitability of an online session.

If you cancel or reschedule after the applicable notice period, the full session fee is payable because the appointment time has been reserved exclusively for you and may not reasonably be filled at short notice. Any deposit already paid will be applied to that fee, and the remaining balance will be invoiced or charged using the agreed payment method.

If you do not attend and have not provided notice, the appointment will be treated as a late cancellation and the full session fee will be payable.

Comma + Co may waive or reduce a late-cancellation fee in exceptional circumstances, including serious illness or an emergency. Any waiver is discretionary and does not create an entitlement to a waiver on another occasion.

If Comma + Co cancels an appointment, you will not be charged. Any amount already paid for that appointment will be refunded or, with your agreement, credited towards another appointment. Comma + Co is not responsible for incidental costs arising from a cancellation, except where required by law.

Refunds are not provided for a completed service merely because you change your mind or the service does not produce a particular outcome.

If you cancel within the applicable notice period, any amount paid for the appointment will be refunded or, with your agreement, credited towards a future appointment.

Any bundle, voucher or other pre-purchased arrangement offered by Comma + Co is subject to the conditions and expiry information provided at the time of purchase.

Nothing in these Terms limits any right or remedy available to you under the Australian Consumer Law or another law that cannot lawfully be excluded.

Counselling services are provided in accordance with the ethical codes, professional standards and scope requirements relevant to the practitioner’s registration, including applicable requirements of the Australian Counselling Association (ACA) and the Psychotherapy and Counselling Federation of Australia (PACFA).

Comma + Co is not an emergency or crisis service and does not provide continuous monitoring between appointments.

If you or another person is in immediate danger, call 000. For crisis support, contact Lifeline on 13 11 14 or another appropriate crisis service.

The practitioner may recommend another service or decline, pause or end services where the work is outside their professional scope, is no longer appropriate or beneficial, involves a conflict of interest, cannot be provided safely, or where these Terms are repeatedly not met. Where practicable and professionally appropriate, this will be discussed with you and reasonable referral information will be provided.

Comma + Co collects, uses, stores and discloses personal and health information in accordance with applicable privacy law, including the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records Act 2001 (Vic). Further information is provided in Comma + Co’s Informed Consent and Privacy statement.

Information shared during counselling or coaching is treated as confidential. Confidentiality is not absolute. Information may be used or disclosed where you consent, where disclosure is required or authorised by law, where a recognised legal or ethical exception applies, or where disclosure is reasonably necessary to respond to a serious threat to life, health or safety.

Where it is safe, lawful and practicable, the practitioner will seek to discuss a proposed disclosure with you before it occurs. Any disclosure will be limited to information reasonably necessary for its purpose.

Online services use selected technology platforms and reasonable security safeguards. Complete security of internet, telephone or electronic communications cannot be guaranteed.

For online or telephone appointments, you agree to attend from a private, quiet and reasonably safe location where you are unlikely to be overheard or interrupted.

At the beginning of an online counselling appointment, the practitioner may ask you to confirm your current physical location and emergency-contact details where this is reasonably necessary for safety.

You are responsible for using a suitable device, maintaining a stable telephone or internet connection where practicable, and taking reasonable steps to protect the privacy of the session at your location.

If a session is disrupted, the practitioner will attempt to reconnect using the agreed contact details. If reconnection is not possible, the practitioner will decide with you whether the remaining time can be provided by another method or whether another arrangement is appropriate.

By attending an online counselling appointment, you authorise the practitioner to contact your nominated emergency contact or an appropriate emergency service if the session is unexpectedly disconnected and the practitioner has reasonable grounds for serious concern about your immediate safety. Only information reasonably necessary to respond to the concern will be disclosed.

You must not record, photograph, transcribe, stream or otherwise reproduce a session without the practitioner’s prior express agreement.

Comma + Co will not record a session without first explaining the purpose and obtaining your express consent.

You may end counselling or coaching at any time. You remain responsible for fees already incurred and for any cancellation fee that applies to a booked appointment.

Comma + Co may end services for a reason described in these Terms or where ending is otherwise ethically or professionally appropriate. Except where immediate action is necessary for safety, legal or professional reasons, reasonable notice will be provided.

Services supplied by Comma + Co come with consumer guarantees that cannot be excluded under the Australian Consumer Law, including that services will be provided with due care and skill.

Nothing in these Terms excludes, restricts or modifies a consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

Subject to those non-excludable rights, Comma + Co is not liable for indirect or consequential loss that was not reasonably foreseeable or was not caused by a failure by Comma + Co to meet its legal obligations.

Comma + Co may update these Terms to reflect changes to services, systems, professional standards or legal requirements.

The version accepted or made available when an appointment is booked will ordinarily apply to that appointment. Reasonable notice will be provided before a material change applies to an existing service arrangement, unless an earlier change is required by law or for safety.

These Terms are governed by the laws of Victoria, Australia. The parties submit to the jurisdiction of the courts and tribunals of Victoria and any courts entitled to hear appeals from them.

Questions about these Terms may be directed to Comma + Co at kr@commaandco.com.au, by text message to 0468 030 092, or by post to 2 Livingston Street, Highett VIC 3190.