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Understanding our Cancellation Protocols & Payment Policies
Booking Terms and Conditions
Serene Solutions Counselling and Social Services
1. Acceptance of booking terms
By requesting or confirming an appointment with Serene Solutions Counselling and Social Services, clients acknowledge that they have been given access to these Booking Terms and Conditions and the practice's Payment and Cancellation Policy. Appointments are subject to practitioner availability, suitability of service and completion of relevant intake and consent requirements.
2. Booking and service selection
Clients are responsible for selecting the appropriate consultation type, duration and appointment format. Serene Solutions reserves the right to contact a client to clarify the nature of the appointment and recommend a different service or consultation format where clinically appropriate. Submitting an online booking request does not guarantee that a particular service is clinically suitable.
3. New clients and intake requirements
New clients may be required to complete intake forms, informed consent documents and relevant screening or referral information before their first consultation. Where essential documentation has not been completed, the appointment may need to be postponed. An introductory consultation or triage discussion may be required to determine service suitability. An introductory discussion is not a substitute for a formal therapeutic consultation.
4. Children, young people and consent
Appointments for children and young people require appropriate consent in accordance with their age, maturity, capacity and applicable legal requirements. Where parental responsibility, guardianship or decision-making authority is affected by a Family Court order or other legal arrangement, relevant documentation may be requested before services commence. Clients and responsible adults must disclose any relevant orders, restrictions or changes affecting consent, attendance, information sharing or communication with parents or guardians. Serene Solutions may seek clarification or defer a non-urgent appointment where lawful consent or authority remains uncertain.
5. Consultation fees and payment
The standard fee for each consultation is disclosed through the booking process or before the appointment is confirmed. Consultation fees are subject to periodic review, including consideration of CPI and operating costs. Invoices are ordinarily issued electronically through Hnry approximately 48 hours before the scheduled appointment. Unless otherwise agreed, payment in full is required before the consultation begins. Serene Solutions does not routinely deduct consultation payments automatically from stored client cards and does not impose a separate card surcharge.
6. Early Settlement Discount
An Early Settlement Discount of 2% is available on eligible consultation fees where payment in full is received at least 24 hours before the scheduled appointment. The discount is available through all accepted payment methods and is determined by the timing of payment, not the payment provider. Where the conditions are not met, the standard consultation fee applies. For appointments booked at short notice, any alternative discount arrangement must be agreed when booking.
7. Cancellation and rescheduling
Clients must notify the practice directly if they wish to cancel or reschedule an appointment. Where more than 24 hours' notice is given before an invoice has been issued, cancellation will ordinarily be free of charge. Where an invoice has been issued and more than 24 hours' notice is given, a $55 cancellation administration fee may apply under the agreed booking conditions. Cancellations within 24 hours of the appointment and failures to attend may incur up to the full agreed consultation fee, subject to reasonable loss, exceptional circumstances and applicable law. For Monday appointments, clients are encouraged to provide notice by close of business on the preceding Friday. The practice considers illness, emergencies and other exceptional circumstances individually.
The complete terms are available at: https://www.serenesolutions.com.au/cancellation-payment-policy
8. Appointment reminders
Serene Solutions may send appointment confirmations and reminders by email, SMS or through its practice management system. Reminders are a courtesy and do not replace the client's responsibility to manage their appointments and payment deadlines. A missing or delayed reminder does not automatically cancel a confirmed appointment.
9. Face-to-face attendance and illness
Clients must not attend the practice in person when experiencing symptoms that may place others at risk of infectious illness. Clients should contact the practice promptly to discuss alternative arrangements. Where clinically appropriate, a face-to-face appointment may be changed to Zoom or another agreed consultation format.
10. Telehealth consultations
Telehealth clients are responsible for having a suitable device, reliable connection and private location where confidentiality can reasonably be maintained. The practitioner may request confirmation of the client's location, contact details and emergency arrangements where clinically necessary. Telehealth appointments may be postponed or changed where technical problems, privacy concerns or clinical risks make the consultation unsuitable. Telephone consultations are offered only where clinically appropriate and agreed by the practitioner.
11. Confidentiality and privacy
Client information is handled in accordance with applicable privacy law, professional ethical obligations and the practice's privacy arrangements. Confidentiality may be subject to lawful exceptions, including situations involving serious safety concerns, mandatory reporting obligations, valid legal requirements or consented information sharing. Electronic booking, email, invoicing and telehealth services involve third-party systems. Reasonable safeguards are used, although no electronic communication system can be guaranteed entirely risk-free.
12. Professional boundaries and suitability of services
Counselling and psychotherapy require informed consent, appropriate professional boundaries and ongoing assessment of suitability. Serene Solutions may recommend another practitioner, specialist service or a higher level of care where the client's needs fall outside the practice's scope or available resources. No particular therapeutic outcome can be guaranteed.
13. Emergencies and urgent assistance
Serene Solutions is not an emergency or crisis-response service. Clients experiencing an immediate threat to life or safety should call 000. For urgent mental health support, clients may contact Lifeline on 13 11 14, attend an emergency department or seek assistance from an appropriate crisis service. Online booking requests, emails and messages must not be relied upon for urgent clinical intervention.
14. Changes to these terms
Serene Solutions may update its booking arrangements in response to legislative, regulatory, professional or operational changes. Clients will be informed of material changes where reasonably practicable. Existing confirmed bookings remain subject to the terms agreed for those bookings unless a lawful and appropriate change is agreed.
15. Contact
Serene Solutions Counselling and Social Services
Ellenbrook, WA 6069
admin@serenesolutions.com.au
www.serenesolutions.com.au
By proceeding with a booking, the client acknowledges the applicable consultation fee, payment arrangements, cancellation conditions and relevant consent requirements.
Effective 15 October 2026
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