
Terms and Conditions
Welcome to The Oak and Holly Collective. We provide professional counselling services.
By booking and attending sessions with us, you agree to the following Terms and Conditions. These are intended to ensure clarity, professionalism, and mutual respect between counsellor and client.


Terms and Conditions
Services Provided
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Talking Therapy – Individual support for personal wellbeing, stress, grief, anxiety, and more.
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All sessions are conducted via Zoom or telephone. In-person sessions are not currently offered.
Eligibility
Clients must:
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Be aged 18 years or older (or have written guardian consent if under 18).
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Be residing in Australia at the time of the session.
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Have reliable internet or phone access for remote sessions.
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Provide accurate personal and medical history where relevant.
Confidentiality and Privacy
Your privacy is of utmost importance. The Oak and Holly Collective complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
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All session content is confidential, except where disclosure is required by law (e.g. risk of harm to self/others, child protection concerns, subpoena).
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Client records are securely stored in digital format.
A full Privacy Policy is available upon request.
Fees and Payment
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Fees are listed per appropriate service.
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Payment is required at least 48 hours prior to the scheduled session via approved payment platform.
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An invoice will be issued upon request or automatically for ongoing clients.
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Medicare rebates are not available at this time.
Cancellations and Rescheduling
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A minimum of 24 hours’ notice is required for cancellations or rescheduling.
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Less than 24 hours’ notice may result in the full session fee being charged.
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Missed appointments (no-shows) will be charged at the full rate.
In the event of technical difficulties or emergencies on either side, sessions may be rescheduled at no additional cost where notified in writing to theoakandhollycollective@outlook.com
Session Attendance and Punctuality
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Clients are expected to log in or be available at the agreed time.
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Late arrivals may result in reduced session time without a reduction in fee.
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If the counsellor is delayed, the client will receive the full session duration or an option to reschedule.
Technology and Online Sessions
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Clients are responsible for having a private, quiet, and stable environment for online or phone sessions.
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A backup contact method will be arranged at the time of booking in case of connection issues.
Counsellor Responsibilities
Your counsellor will:
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Provide a safe, respectful, and non-judgemental therapeutic environment.
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Work within the ethical guidelines of the Australian Counselling Association (ACA).
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Refer you to other professionals if your needs fall outside their scope of practice.
Client Responsibilities
Clients agree to:
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Engage respectfully and honestly in the counselling process.
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Not attend sessions under the influence of drugs or alcohol.
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Disclose any risk of harm to self or others.
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Inform the counsellor of any significant changes (e.g. medication, legal issues, relationship status).
Crisis Support
The Oak and Holly Collective does not provide emergency or crisis services. If you are in crisis, please contact:
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Lifeline: 13 11 14
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Suicide Call Back Service: 1300 659 467
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Emergency Services: 000
Complaints and Feedback
Feedback is welcomed and valued. If you have concerns or complaints, please theoakandhollycollective@outlook.com in writing. If unresolved, you may escalate to the ACA or PACFA for ethical review.
Changes to Terms
These Terms and Conditions are subject to change. Clients will be notified of significant updates prior to their next session.
By booking a session, you confirm you have read, understood, and agree to these Terms and Conditions.