Terms of service.
1.Introduction
This Service Agreement and Terms of Service ("Agreement") outlines the counselling/psychotherapy services provided by Amy Pedersen ("Therapist"), including the nature of the services, fees, confidentiality, and the rights and responsibilities of both the Therapist and the Client. It is designed to ensure that you are informed about the services you will be receiving and the terms under which they are provided.
Please read this Agreement carefully and ask any questions if anything is unclear. By using this website, scheduling an appointment, and/or signing this Agreement, you acknowledge that you have read, understood, and agree to the terms set out below.
Nature of Counselling/Psychotherapy Services.
The purpose of counselling/psychotherapy is to provide a confidential, safe, and supportive space where you can explore and discuss your thoughts, feelings, and concerns.
Your Counsellor/Psychotherapist will work with you to develop an approach tailored to your needs and may use various therapeutic techniques including Person-centred Therapy, Somatic Therapy, Guided Imagery, Mindfulness, and others.
Counselling/Psychotherapy may involve discussing your current and past life situation, identifying and understanding issues, setting goals, and developing coping strategies, which can give rise to a level of discomfort.
Voluntary Participation
Participation in counselling/psychotherapy is voluntary, and you have the right to withdraw from therapy at any time. Should you wish to discontinue or pause your therapy, please inform your Counsellor/Psychotherapist so that they can assist you in making a smooth transition.
2. Services Provided
Session Details
Free Phone Consultations
Up to 15 minute phone call with Amy.
Initial Sessions
A 60 minute session with Amy covering general intake information.
Returning Client Sessions
A standard 50 minute session with Amy. Frequency varies depending on client and length of psychotherapy. (weekly, fortnightly, monthly)
Extended Length Sessions
Available in 75 minute or 90 minute lengths. Clients must speak with Amy prior to booking this type of appointment.
3.Confidentiality & Privacy
General Confidentiality
All information shared in your counselling/psychotherapy sessions is confidential, and will not be disclosed without your consent, except in the following circumstances:
If there is a risk of harm to yourself or others.
If there is a legal requirement to disclose information (e.g., court orders, mandatory reporting requirements under Australian law, child protection concerns).
If you provide explicit consent for your information to be shared with another professional or agency (e.g., GP, Psychiatrist).
Mandatory Reporting: In accordance with Australian law, your Counsellor/Psychotherapist may be required to report information to the relevant authorities if there is a suspicion of child abuse, neglect, or harm to yourself or others.
Record Keeping
Your Counsellor/Psychotherapist will maintain notes from your sessions to monitor progress, identify treatment needs, and ensure appropriate support. These records are kept secure and confidential.
You have the right to request access to the records of your sessions, subject to certain limitations as outlined by law.
Confidentiality During Telehealth (Phone or Virtual) Sessions
We will take reasonable measures to protect your privacy and maintain the confidentiality of your personal information during both in-person and virtual sessions. This includes using secure platforms for telehealth where practicable and taking reasonable steps to ensure conversations cannot be overheard. To help maintain confidentiality during virtual appointments, you are asked to:
Attend your session from a private, quiet location where you cannot be overheard.
Ensure that other people are not present in the room unless this has been discussed and agreed upon in advance.
Silence or remove mobile phones and other devices that may interrupt the session or compromise privacy, unless they are being used to access the appointment.
Advise your Counsellor/ Psychotherapist if anyone else is present or enters the room during the session.
While we take reasonable measures to protect your privacy, no electronic communication or technology can be guaranteed to be completely secure.
4. Telehealth Services
Phone or Virtual Appointments
Lumen Psychotherapy may offer counselling and psychotherapy services via telehealth, including video or telephone sessions. By engaging in telehealth services, you acknowledge and agree to the following:
Telehealth services carry potential limitations, including technical difficulties, interruptions, or reduced communication quality.
While reasonable steps are taken to ensure confidentiality and secure communication, no digital system can be guaranteed to be entirely risk-free.
You are responsible for ensuring you have a private, safe, and secure environment during telehealth sessions.
Telehealth may not be suitable for all clinical presentations, including situations involving immediate risk, crisis, or emergencies.
Telehealth services are not a substitute for emergency care. If you are in immediate danger or crisis, you should contact emergency services on 000.
Lumen Psychotherapy reserves the right to determine whether telehealth is clinically appropriate and may recommend in-person services or alternative supports where necessary.
Client Location & Jurisdiction (Telehealth)
By participating in telehealth services with Lumen Psychotherapy, you confirm that you are physically located in Australia at the time of your session, unless prior written agreement has been provided.
Telehealth services are delivered in accordance with Australian laws, professional standards, and ethical guidelines. Lumen Psychotherapy does not provide services where doing so would breach regulatory, legal, or insurance requirements.
If you relocate, travel overseas, or change your primary place of residence, you must notify Lumen Psychotherapy prior to your next session. Continued provision of telehealth services may be subject to review and approval.
Technology Failure & Missed Session Policy (Telehealth)
While reasonable steps are taken to ensure reliable telehealth services, Lumen Psychotherapy is not responsible for disruptions caused by factors beyond our control, including internet outages, platform failures, power loss, or device malfunctions.
If a session is interrupted due to technical failure on the practitioner’s end, reasonable efforts will be made to continue the session or reschedule at no additional cost.
If a session is interrupted due to technical issues on the client’s end, the session time will continue to run, and standard cancellation or late-arrival policies may apply.
If reconnection is not possible, the session may be deemed a late cancellation unless otherwise agreed.
Clients are responsible for ensuring they have:
A stable internet connection
A functioning device
A suitable private environment
5. Appointments, Cancellations & Rescheduling
Booking
Appointments are scheduled based on mutual availability. A minimum of 48 hours' notice is required for cancellation or rescheduling. Failure to provide adequate notice may result in full appointment fee. For more information on scheduling and cancellation policies, please refer to the Cancellation Policy below.
Cancellation policy
At least 48 hours' notice is required for cancellations or rescheduling. If you miss an appointment or cancel with less than 48 hours' notice, a cancellation fee of 50% of the session fee will be incurred. If you cancel with less than 24 hours' notice, 100% of the session fee will be charged.
If you wish to change an existing in-office appointment to a virtual appointment, a $50 administration/change fee will apply.
Exceptions may be granted in the event of illness or other extenuating circumstances. Failure to provide sufficient notice, or arriving more than 10 minutes after the scheduled start time without prior communication, will be considered a cancellation/no-show and will be charged at the full session fee.
Late Arrivals/No-shows
Failure to provide sufficient notice, or arriving more than 10 minutes after the scheduled start time without prior communication, will be considered a cancellation/no-show and will be charged at the full session fee.
6. Fees & Payment
Session fees
The cost of each session varies depending on the service provided. Current fees are listed on the Fees Page and are outlined prior to your appointment. Payment is due at the time of booking unless otherwise arranged.
Payment Methods
Accepted payment methods include credit card, BPAY or bank transfer. Any outstanding balances must be paid promptly.
Fee Changes
Session fees are subject to periodic review and may be revised at the discretion of the practice. Clients will be provided with reasonable notice before any fee changes take effect.
Psychotherapy and counselling services are not covered by Medicare. You are encouraged to check with your private health insurer regarding any available rebates or coverage.
A fee applies for missed appointments and cancellations made without the required notice. Full details of the cancellation policy.
Refunds
Session fees are generally non-refundable once an appointment has been booked, except where required by applicable consumer laws or at the discretion of the practice.
Where a cancellation or rescheduling request is made with sufficient notice in accordance with the Cancellation and Rescheduling Policy, any applicable adjustments or refunds will be considered. Fees charged for missed appointments, late cancellations, or sessions cancelled without adequate notice are not eligible for a refund.
Any approved refunds will be processed using the original payment method, where possible. Processing times may vary depending on the payment provider.
7.Client Responsibilities
Clients are expected to communicate respectfully and appropriately with the Therapist and contribute to maintaining a safe, professional, and therapeutic environment. This includes respecting professional boundaries and refraining from behaviour that may be disruptive, threatening, or inappropriate.
For telehealth sessions (phone or virtual appointments), clients are responsible for taking reasonable steps to protect their own privacy and confidentiality. This includes attending sessions from a private location where conversations cannot be overheard, ensuring that other individuals are not present without prior discussion, and managing devices or technology in a way that supports confidentiality.
Clients are encouraged to actively participate in the therapeutic process, including engaging in discussions, reflecting on topics explored during sessions, and communicating openly about their needs, concerns, or any difficulties experienced during therapy. Therapy outcomes cannot be guaranteed and may depend on a range of factors, including client engagement and participation.
8.Professional Responsibilities & Boundaries
Ethical Conduct
The Therapist is committed to providing high-quality counselling/psychotherapy services in accordance with applicable professional, ethical, and legal standards. The Therapist will provide care with respect, integrity, and consideration for the wellbeing, dignity, and autonomy of each client. The relevant Code of Conduct can be viewed here.
Clients are expected to engage in sessions with respect and professionalism and to contribute to maintaining a safe, appropriate, and therapeutic environment.
Professional Boundaries
Professional boundaries are an important part of maintaining a safe and effective therapeutic relationship. The Therapist and Client are expected to maintain appropriate boundaries throughout the course of therapy. This includes keeping communication, interactions, and the therapeutic relationship focused on the agreed purpose of counselling/psychotherapy services.
9. Emergency Services & Crisis Care
Counselling/Psychotherapy sessions are not an emergency service. If you are in crisis, please contact emergency services or visit the nearest hospital. The therapist does not provide emergency care outside of scheduled sessions.
Crisis Contacts
If you are in immediate danger or need urgent mental health support, please go to your closest Hospital Emergency Room or contact:
Emergency Services: 000 (Police, Ambulance, Fire)
Lifeline Australia: 13 11 14
Beyond Blue: 1-300 224 636
Suicide Call Back Service: 1-300 659 467
Qlife (LGBTQ+ support services) 1-800 184 527
Alcohol and Drug Information Service: 1-800 250 015
13YARN: 13 92 76
1800RESPECT: 1 800 737 732
Kids Helpline: 1 800 55 1800
10. Termination of Therapy
Ending Therapy by Either Party
Either the Therapist or Client may decide to terminate therapy at any time. If termination is considered, both parties will discuss and agree on the process.
Therapist-Initiated Termination of Sessions
Therapist's Right to Terminate: The therapist reserves the right to terminate the therapeutic relationship at any time.
Reasons for Termination:This action may be taken for reasons including, but not limited to:
Failure to pay agreed-upon fees.
Consistent missed appointments or lack of participation in therapy.
The client's needs being outside the therapist's scope of practice or competence.
The therapist determining that the client is not benefiting from the current treatment.
The client's actions or behaviour threatening the therapist's personal safety.
An unavoidable conflict of interest or inappropriate multiple relationship arising.
Termination Process: Should termination be initiated by the therapist, they are committed to ensuring a professional and ethical conclusion to services.
A discussion about treatment alternatives, including adjusting goals or seeking another provider, will typically be initiated.
The therapist will attempt to provide referrals to other qualified professionals.
The therapist may recommend or offer a final termination session to process the ending of the relationship and facilitate a smooth transition.
The client is welcome to return to therapy in the future if circumstances change and the therapist is able to provide support.
11 . Limitation of Liability
While therapy is designed to help improve mental health and well-being, progress may vary. The Therapist cannot guarantee specific outcomes or results.
In no event will Lumen Psychotherapy be liable for indirect, incidental, punitive, exemplary, special or consequential damages, whether in contract or tort, even if Amy Pedersen has been advised of the possibility of such damages. Amy Pedersen acknowledges and agrees that the below limitations of liability are reasonable.
In jurisdictions where the exclusion or limitation of liability for damages is not permissible, our liability shall be confined to the maximum extent allowed by applicable law. Under no circumstances shall Amy Pedersen’s cumulative liability surpass $100.
Additionally, Amy Pedersen is not liable for damages in connections with:
Any failure of performance, error, omission, denial of service, attack, interruption, deletion, defect, delay in operation or transmission, computer virus or line or system failure.
Loss of revenue, anticipated profits, business, savings, goodwill or data.
Third party theft of, destruction of, unauthorized access to, alteration of, or use of your information or property, regardless of our negligence, gross negligence, failure of an essential purpose and whether such liability arises in negligence, contract, tort, or any other theory of legal liability.
Website Disclaimer
All content and materials on this website are provided for general informational purposes only.
We do not guarantee the website will be uninterrupted, error-free, secure, or free from viruses.
Reliance on information is at your own risk.
Lumen Psychotherapy and its staff are not liable for any direct, indirect, incidental, or consequential loss arising from use of this website or linked content.
Nothing in this section limits rights under the Australian Consumer Law (ACL) that cannot be lawfully excluded.
Liability for professional services is limited to the coverage provided by professional indemnity insurance.
Indemnity
Except where prohibited by law, by using this Website you indemnify and hold harmless Lumen Psychotherapy and the founder (Amy Pedersen) and any employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses including legal fees arising our of your use of our Site and Services or your violation of these Terms and Conditions.
12.General Terms
Amendments to Terms
We (Amy Pedersen of Lumen Psychotherapy) reserve the right to amend, update, or remove any part of these Terms and Conditions at any time. It is your responsibility to review these Terms regularly. Where reasonably practicable, we will endeavour to notify users of any significant changes. Your continued use of the website constitutes your acceptance of the current Terms and Conditions.
Acceptance of Terms
By accessing or using this website, you agree to these Terms and Conditions, together with our Privacy Policy , Social Media Policy, Contact Policy and Terms of Service. These documents govern your relationship with Lumen Psychotherapy regarding the website and its services.
Eligibility
You must be 16 years or older or have parental/guardian consent to use this website or engage in services.
Amendments
We reserve the right to update these terms at any time. Your continued use of this website constitutes acceptance of the updated terms.
Governing Law
These Terms are governed by the laws of Australia, and you submit to the exclusive jurisdiction of Australian courts.
17. Contact Information
For any questions or concerns, please contact Amy Pedersen at info@lumenpsychotherapy.com.au
Updated: August 5, 2026