Payment, Cancellation and Privacy Policy
At The ART Space, we are committed to providing thoughtful, high-quality counselling, coaching, and mental health support in a professional, compassionate, and respectful environment. The following policy outlines our approach to appointment cancellations, missed sessions, and payment arrangements to help ensure fairness and availability for all clients.
Appointment Cancellations & Rescheduling
We kindly ask that clients provide a minimum of two (2) full business days’ notice if they need to cancel or reschedule an appointment. This allows us the opportunity to offer the appointment time to another client seeking support.
Business days do not include weekends or public holidays.
For example, a Monday appointment must be cancelled by Thursday to avoid a cancellation fee.
Cancellation Fees
Where adequate notice is not provided, the following fees may apply:
Less than 2 full business days’ notice but more than 1 full business day: 50% of the full session fee
Less than 1 full business day’s notice or same-day cancellation: 100% of the full session fee
Missed Appointments
Appointments missed without prior notice (“no shows”) will incur the full session fee.
Please note that cancellation and non-attendance fees are not claimable through Medicare, private health insurance, or third-party funding providers.
Unexpected Circumstances
We understand that emergencies, illness, and unforeseen circumstances can occur. If you need to cancel unexpectedly, we encourage you to contact us as soon as possible. We aim to approach these situations with understanding and discretion where appropriate.
Payment & Credit Card Details
To support smooth and secure administration of appointments, The ART Space securely stores credit card details through our practice management system, Halaxy.
This allows for confidential processing of session payments, outstanding balances, or cancellation fees where applicable.
Invoices are issued following appointments or where cancellation fees apply
Payment is expected within seven (7) calendar days of the invoice date
If an invoice remains unpaid after this time, the stored card may be charged for the outstanding balance
Credit card details are securely encrypted and managed in accordance with PCI-DSS compliance standards through Halaxy
Any merchant or card processing fees charged by Halaxy remain the responsibility of the client
Clients may request alternative payment arrangements or withdraw credit card authorisation in writing, provided all outstanding balances have been finalised.
Cancelling or Rescheduling an Appointment
Appointments can be cancelled or rescheduled by:
Contacting your clinician directly
Emailing
Calling or leaving a message on (03) 9021 5277
Thank you for your understanding and cooperation. These policies support the sustainability of our practice and help ensure appointment availability for all clients seeking care through The ART Space.
Privacy Policy
At The ART Space, we are committed to protecting your privacy and handling your personal information with care, transparency, and respect. This Privacy Policy explains how we collect, use, store, and manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). (AASW)
This policy applies to individuals who engage with our website, submit enquiries, subscribe to communications, or access our services. Separate consent and privacy processes may apply for clients engaging in counselling, coaching, or therapeutic services.
Further information about the Australian Privacy Principles is available through the Office of the Australian Information Commissioner.
Collection of Personal Information
Personal information includes information or opinions that identify an individual. The types of information we may collect include:
Name
Email address
Phone number
Postal address
Information submitted through online forms
Appointment and communication details
Other information relevant to the provision of our services
We may collect this information through:
Website contact forms
Online bookings
Email and telephone communication
Subscription or mailing list sign-ups
Social media interactions
Publicly available sources where appropriate
Our website may also use cookies, analytics tools, and related technologies to improve website performance and user experience.
Purpose of Collecting Information
The ART Space collects personal information for purposes including:
Responding to enquiries and providing services
Managing appointments and communication
Providing relevant resources and updates
Improving our website and client experience
Meeting administrative, legal, and professional obligations
Where appropriate, we may also use your information to send updates, newsletters, or marketing communications related to The ART Space. You may opt out of these communications at any time.
Information Collected from Third Parties
Where practical, we collect personal information directly from you. In some circumstances, information may be provided by third parties such as referring practitioners or authorised representatives. Where this occurs, we will take reasonable steps to ensure you are aware of the information received.
Disclosure of Personal Information
Your personal information will only be disclosed where appropriate, including:
With your consent
Where required or authorised by law
To trusted third-party providers assisting with service delivery or administration
Where there is a serious and imminent risk to health or safety
We take confidentiality seriously and aim to ensure information is handled sensitively and respectfully at all times.
Storage and Security of Information
The ART Space takes reasonable steps to protect personal information from loss, misuse, unauthorised access, disclosure, or alteration.
Information may be securely stored electronically through encrypted and password-protected systems, or in secure physical storage where relevant.
When personal information is no longer required, we will take reasonable steps to securely destroy or permanently de-identify records, subject to legal and professional record-keeping obligations.
Accessing and Correcting Your Information
You may request access to the personal information we hold about you and request corrections where information is inaccurate, incomplete, or outdated.
Requests should be made in writing using the contact details below. Identification may be required before information is released to protect privacy and confidentiality.
Generally, no fee applies for access requests, although reasonable administrative costs may apply for extensive requests or document reproduction.
Your Rights & Making a Complaint
At The ART Space, we are committed to providing respectful, ethical, and safe care. Clients have the right to:
Be treated with dignity and respect
Receive clear information about services and fees
Access privacy and confidentiality protections
Raise concerns or provide feedback about their care
Make a complaint regarding services received
We encourage concerns to first be raised directly with us where appropriate so we have the opportunity to respond and address issues respectfully and promptly.
Clients also have the right to lodge a complaint with external bodies, including the Health Complaints Commissioner Victoria, which provides a free and impartial complaints process for health services in Victoria. (Health Complaints Commissioner)
Further information regarding healthcare rights is available through Healthdirect Australia – Your Healthcare Rights. (Healthdirect)
Accredited Mental Health Social Workers are guided by the ethical and professional standards of the Australian Association of Social Workers (AASW), including the AASW Code of Ethics and Practice Standards. (AASW)
Keeping Information Accurate
We aim to ensure that personal information held by The ART Space remains accurate, current, and relevant. If your details change or you believe information we hold is incorrect, please contact us so records can be updated.
Updates to This Policy
This Privacy Policy may be updated periodically to reflect changes in legislation, professional standards, or business practices. The most current version will always be available on our website.
Contact Us
If you have questions, concerns, or complaints regarding this Privacy Policy or how your information is managed, please contact:
The ART Space
hello@theartspace.com.au
(03) 9021 5277