Siluna mind terms & conditions

1. Acceptance of Terms

By booking or attending a counselling session with Siluna Mind, you agree to these Terms and Conditions. These apply to all services provided remotely via video conferencing or phone.

2. Scope of Services

Siluna Mind provides professional, person-centred counselling services to individuals, couples, adolescents, and children, delivered exclusively via telehealth. Services are provided by a qualified counsellor operating under the Australian Counselling Association (ACA) Code of Ethics and Practice and in accordance with Queensland and Australian legislation.

Siluna Mind is a non-crisis service and does not provide emergency mental health intervention.

3. NDIS Compliance

Siluna Mind is NDIS-compliant and welcomes:

  • Self-managed participants

  • Plan-managed participants

We provide invoices suitable for NDIS reimbursement under Capacity Building – Improved Daily Living.

4. Telehealth Delivery

Sessions are conducted exclusively via secure video or phone. By booking, you acknowledge that:

  • You are responsible for securing a quiet, private space for your session;

  • You must be located within Australia at the time of your appointment;

  • Technical issues (e.g. internet outages) may affect session delivery;

  • You are required to test your equipment and connectivity beforehand.

    Any interruption caused by the above reasons - refunds will not apply.

5. Informed Consent and Client Responsibilities

By engaging with Siluna Mind, you confirm that:

  • You are over 18 years old or have guardian consent if under 18;

  • You understand counselling may involve emotional discussions and reflection;

  • You provide informed consent to participate in telehealth counselling.

You are also responsible for providing accurate, complete information during your sessions and on intake forms.

6. Privacy and Confidentiality

Siluna Mind complies with the Privacy Act 1988 (Cth) and the Information Privacy Act 2009 (QLD). Your information will remain confidential and securely stored unless:

  • There is risk of harm to yourself or others;

  • There is disclosure of child abuse or neglect;

  • Records are subpoenaed by a court;

  • You provide written consent to share information with a third party (e.g. GP, NDIS provider).

A full Privacy Policy is available.

7. Fees and Payments

  • All session fees are paid in advance at the time of booking unless otherwise agreed.

  • Accepted payment methods include e.g. credit card etc.

8. Cancellation, Rescheduling and Refunds

Siluna Mind has a strict cancellation policy in place to ensure fairness and professional time management.

  • Cancellations or reschedules made with 48 hours’ notice or more:
    → No charge applies. You may reschedule or cancel your appointment by signing into your account or using the reschedule/cancel link provided in your confirmation email.

  • Cancellations made less than 48 hours before your appointment:
    → The full session fee is charged. No refund or credit applies.

  • No-shows or failure to attend the appointment without notice:
    → Full fee is charged and no refund applies.

By booking a session, you accept this policy in full.

If your cancellation is due to exceptional circumstances (e.g. medical emergency), please email us to discuss. Consideration may be given at our discretion.

9. Emergencies and Crisis Support

Siluna Mind does not provide emergency support. If you are in crisis or need immediate help, please contact:

  • Emergency Services (Police/Ambulance/Fire): 000

  • Mental Health Access Line (QLD): 1300 642 255

  • Lifeline: 13 11 14

  • Beyond Blue: 1300 22 4636

  • 13YARN (First Nations support): 13 92 76

  • Kids Helpline: 1800 55 1800

  • MensLine Australia: 1300 78 99 78

10. Professional Boundaries

We uphold strict professional boundaries:

  • We do not engage in dual, social, or financial relationships with clients.

  • Services remain therapeutic and professional at all times; we wish not to receive gifts and will be rejected.

  • We may refer you to another service if your needs fall outside our scope of practice.

11. Disclaimer and Limitation of Liability

Counselling outcomes cannot be guaranteed. Siluna Mind provides support, but you remain responsible for decisions and actions outside of the counselling space.

To the maximum extent permitted by law, Siluna Mind will not be liable for indirect, incidental, or consequential damages arising from the use of our services.

12. Changes to Terms and Conditions

Siluna Mind reserves the right to update these Terms and Conditions at any time. Clients will be notified of material changes via email or during a session. The latest version will always be available on our website.

13. text messages

Siluna Mind sends SMS text message reminders for upcoming appointments as a courtesy to clients.

By booking a session, you consent to receiving these reminders on the mobile number you provide. SMS reminders may include your appointment date and time, but will not contain sensitive or clinical information to protect your privacy.

We comply with the Privacy Act 1988 (Cth) and the Information Privacy Act 2009 (QLD). Your contact information is stored securely and will not be used for marketing or shared with third parties without your consent.

Clients can opt out of all text message reminders by replying STOP to a text message reminder. After stopping text message reminders, you can re-enable them by replying START to the same message.

14. australian counselling association (ACA)

We will always work in line with the Code of Ethics and Practice - set out by ACA.

15. Contact Information

For questions, feedback, or support:
📧 Email: info@silunamind.com.au
🌐 Website: www.silunamind.com.au
📞 Phone: 0452 198 646

Thank you for choosing Siluna Mind. We are committed to providing ethical, respectful, and effective counselling services.