Terms and Conditions

1. Introduction

These Terms and Conditions (“Terms”) outline the agreement between you and Jen Egan Counselling (“we”, “us”, “our”) when you access our website or engage in our counselling services.

These Terms apply to:

• Your use of our counselling services
• Your use of our website and online booking systems
• Any communication with us related to counselling services

They should be read together with our Privacy Collection Statement, Privacy Policy, and Website Terms of Use(together, the “Terms and Conditions”).

By accessing our website or booking a session, you confirm that you have read, understood, and agree to these Terms.

2. Our Services

Jen Egan Counselling offers professional counselling services, provided exclusively via secure virtual sessions.

Please note:

• Services are counselling-based and do not include psychological assessment or diagnosis
• We do not provide crisis or emergency services
• In-person appointments are not available

All services are provided by Jen Egan, operating as a sole counselling practitioner.

3. The Therapeutic Relationship

When you engage in counselling with Jen Egan Counselling, you enter into a direct therapeutic relationship with Jen Egan.

This relationship is guided by:

• These Terms and Conditions
• Informed consent
• Relevant professional, ethical, and legal standards

Jen Egan is responsible for the counselling services provided and the duty of care owed to you as a client.

4. Your Responsibilities as a Client

To support a safe and effective counselling experience, you agree to:

• Provide information that is accurate and relevant to your care
• Ensure you are in a private, quiet, and safe environment for virtual sessions
• Use a reliable internet connection and suitable technology
• Attend sessions on time and engage respectfully
• Seek appropriate external support if you require urgent or crisis assistance

You understand that the effectiveness of telehealth sessions may be affected by technical issues outside our control.

5. Telehealth Sessions

All counselling sessions are conducted online using secure platforms.

By participating in telehealth, you acknowledge that:

• Technical interruptions may occasionally occur
• While all reasonable steps are taken to protect privacy, absolute confidentiality over the internet cannot be guaranteed
• You are responsible for maintaining privacy at your location

If technical issues significantly disrupt a session, we will make reasonable efforts to continue or reschedule.

6. Emergency and Crisis Support

Jen Egan Counselling is not an emergency or crisis service and is not available outside scheduled session times.

If you are experiencing immediate distress or are at risk:

• Call 000 for emergency assistance
• Attend your nearest hospital emergency department
• Contact a 24-hour crisis support service such as Lifeline (13 11 14)

You are encouraged to seek timely support whenever needed.

7. Fees and Payments

• Fees are clearly communicated at the time of booking or on our website
• Payment is required in accordance with the booking terms
• Payments are processed securely via our nominated payment provider

Medicare rebates are not available unless explicitly stated. Private health insurance rebates are subject to your insurer’s policies.

8. Cancellations and Missed Appointments

Our cancellation and no-show policies are outlined during the booking process.

You acknowledge that:

• Late cancellations or missed appointments may incur a fee of $75.00.
• Missed-appointment fees are not claimable from private health insurers

9. Privacy and Confidentiality

Your privacy is treated with care and respect. Personal information is collected, stored, and managed in line with our Privacy Policy and applicable privacy laws.

Confidentiality is maintained except where disclosure is required or permitted by law, including situations involving:

• Risk of serious harm to you or others
• Mandatory reporting obligations
• Legal requirements such as court orders

10. Service Limitations

Counselling services:

• Are not a substitute for medical, psychiatric, or emergency care
• Do not guarantee specific outcomes or results

Each person’s counselling journey is unique, and outcomes will vary.

11. Limitation of Liability

To the extent permitted by law:

• Our liability is limited to the cost of the services provided
• We are not responsible for indirect or consequential loss
• We are not liable for disruptions caused by factors beyond our reasonable control, including technology failures

Nothing in these Terms limits your rights under Australian Consumer Law.

12. Website and System Use

Our website and booking systems are provided on an “as is” basis.

We may:

• Update or change website features from time to time
• Temporarily suspend access for maintenance or security purposes

You are responsible for ensuring the security of your own devices and internet connection.

13. Right to Decline or End Services

We reserve the right to refuse or discontinue services where:

• Behaviour is abusive, threatening, or inappropriate
• Continuing counselling is no longer clinically appropriate
• Fees remain unpaid or these Terms are repeatedly breached

Where appropriate, referrals to alternative services may be offered.

14. Updates to These Terms

These Terms may be updated periodically.

Where possible, notice of significant changes will be provided via email (if supplied) or through our website. We encourage you to review the Terms from time to time.

15. Definitions

• “Jen Egan Counselling”, “we”, “us”, “our” refers to the counselling practice operated by Jen Egan
• “You” or “your” refers to any person using our services or website

Last updated: 3 December 2025