Terms of service

Last updated: May 2026

These Terms of Service apply to all services provided by Joanna Mitchell (“the practitioner”), a sole trader and registered counsellor offering counselling and coaching services online. By booking and attending a session, you agree to the following terms.

1. Services Provided

Counselling

Counselling is the core service offered. It supports emotional wellbeing, self-understanding, and personal growth. Sessions may include reflective conversation, emotional processing, exploration of thoughts and feelings, psychoeducation, and evidence-informed therapeutic approaches drawn from modalities such as Acceptance & Commitment Therapy, Narrative Therapy, Solution-Focused Therapy, Existential Counselling, and Cognitive Behavioural Therapy.

Counselling is not a substitute for crisis intervention, psychiatric assessment, medical treatment, or emergency services. If you are in immediate danger or experiencing a crisis, please contact 000, Lifeline (13 11 14), or your local emergency service.

Coaching (Optional Add-On)

Coaching is available as an extended-session add-on when additional time is needed to work through practical decisions, real-world challenges, or future planning. Coaching is forward-focused, action-oriented, and may include guidance, advice, perspective, and practical next steps.

Topics may include (but are not limited to):

  • Separation or divorce

  • Motherhood

  • Business or career decisions

  • Major life transitions

Coaching does not diagnose or treat mental health conditions and is not a therapeutic standalone service.

Combined Service Acknowledgement

Counselling is the foundation of the work, and coaching may be included as an optional add-on if appropriate. Sessions may include elements of both modalities depending on your needs.

2. Simple Separation & Professional Boundaries

The practitioner is also employed as a Separation Consultant at Simple Separation. To maintain ethical practice and avoid dual relationships:

  • Clients receiving counselling and/or coaching cannot simultaneously receive services from the practitioner in her capacity as a Separation Consultant.

  • If Simple Separation support is needed, you will be referred to a trusted Simple Separation colleague.

These boundaries support client safety and professional ethical standards.

3. Session Length & Format

  • Counselling sessions: 50 minutes

  • Counselling with Coaching add-on: 75 minutes

  • All services are delivered online via secure video platforms

Clients are responsible for ensuring they attend from a private, quiet space with reliable internet to support confidentiality.

4. Fees & Payment

  • Current fees are displayed during the booking process and are subject to change with reasonable notice.

  • Payment is required at the time of booking unless otherwise arranged.

  • Payment is processed electronically via the booking platform or invoice.

  • Medicare rebates are not currently available. Any future eligibility will be communicated.

Refunds & Billing Issues

  • Refunds for late cancellations or no-shows are not available.

  • Billing errors or payment issues must be raised within 7 days for correction.

  • Unpaid sessions may result in future bookings being paused until the balance is resolved.

5. Cancellation & Rescheduling Policy

  • Cancellations with more than 24 hours’ notice incur no fee.

  • Cancellations within 24 hours may incur a cancellation fee.

  • No-shows may be charged the full session fee.

This policy ensures fairness and allows unused appointments to be offered to others.

6. Confidentiality

All counselling and coaching sessions are confidential except where required or permitted by law, including situations where:

  • There is a serious or imminent risk of harm to yourself or others

  • There is suspected abuse or neglect involving a child, elder, or vulnerable person

  • Records are subpoenaed by a court or a legally authorised body

  • Disclosure is required to comply with ethical or legal obligations

7. Supervision

As part of ethical professional practice, the practitioner engages in regular clinical supervision. Supervision focuses on reflective practice and quality of care. Client identities and personally identifying information are not disclosed.

8. Client Responsibilities

By booking a session, you agree to:

  • Provide accurate information relevant to your wellbeing

  • Attend sessions on time

  • Engage respectfully and collaboratively

  • Ensure your environment supports privacy during online sessions

9. Record Keeping

Client notes are stored securely in accordance with professional and legal requirements. Records are electronic and protected by appropriate security measures. Access to your records may be requested, subject to legal and ethical considerations.

10. Professional Boundaries

Professional boundaries are essential for safe and ethical practice. This includes maintaining clear roles, avoiding dual relationships, and upholding limits around communication, contact, and expectations within the therapeutic and coaching relationship.

11. Suitability & Scope of Practice

Counselling and coaching may not be suitable for every individual or circumstance.
The practitioner may recommend referral to another service when:

  • Your needs fall outside the practitioner’s scope of practice

  • You require specialised or intensive mental health support

  • Coaching requests exceed the practitioner’s training or ethical limits

12. Termination of Services

Either party may pause or end services at any time.

The practitioner may discontinue services when:

  • The therapeutic or coaching relationship is no longer beneficial

  • Ethical or legal reasons require termination

  • Safety, risk, or scope of practice concerns arise

  • Repeated cancellations, non-attendance, or non-payment occur

Where appropriate, referrals to alternative supports will be offered.

13. Communication & Contact Between Sessions

  • Communication outside of sessions is limited to administrative matters (booking, invoicing, rescheduling).

  • Therapeutic or coaching support is not provided by email, text, or social media.

  • If you are in crisis between sessions, please contact 000, Lifeline, or another appropriate service.

14. Social Media & Online Boundaries

To protect your confidentiality and maintain ethical boundaries:

  • The practitioner does not accept friend requests or follow clients on social media.

  • Direct messaging via social media is not a form of communication for clients.

  • You are welcome to engage with public content, but do so with awareness of visibility and privacy.

15. Acknowledgement & Agreement

By attending a session, you confirm that:

  • You understand the nature and purpose of counselling and coaching

  • You understand and consent to the combined service model, if applicable

  • You understand the limits of confidentiality

  • You accept the scope of practice and professional boundaries

  • You agree to these Terms of Service and any updates provided with notice.

You may withdraw your consent and discontinue services at any time.