The Indigo Project: Terms & Conditions

Psychological Services

As part of providing our psychological service to you it is necessary to collect and record personal information. The information gathered is part of our assessment, diagnosis and treatment. It enables your psychologist to provide a relevant and informed psychological service.

Confidentiality

All personal information gathered by the psychologist during the provision of the psychological service will remain confidential and secure except where:

1. It is subpoenaed by a court.

2. Failure to disclose the information would place you or another person at serious and imminent risk.

There may be times where, as part of the assessment and therapy process, it may be helpful for your psychologist to liaise with other people or agencies that are relevant to your goals. Additional consent forms will be requested in these instances.

Please note that if you intend to claim rebates from Medicare or another organisation, your psychologist must provide summary reports to external agencies regarding their treatment progress. Under the Medicare scheme these reports are typically sent to your GP or psychiatrist. We will request your written consent to permit the forwarding of these Medicare reports to the referring clinician.

Session Length & Payments

All sessions are 50 minutes in duration. The cost of therapy sessions will be discussed and set out before treatment commences. Fees are payable at the end of the session. Payment can be made by EFTPOS or through direct deposit.

Cancellation Policy

While it can be difficult to predict when you may need to cancel or reschedule a session, we would appreciate at least 48 hours’ notice. Appointments can be in high demand, and your early cancellation will give us the opportunity to offer the appointment to another person who may need urgent support.

If you cancel with less than 48 hours’ notice or do not attend your appointment without notice, the full fee (100%) will apply. Please note these fees cannot be claimed through your private health fund or Medicare.

The reasons for our cancellation policy are to ensure that our services are provided equally and fairly to all our clients who need them.

Unfortunately, if you do not show up for your appointment without giving adequate notice to us, you are taking away the opportunity for another of our clients to fill in your spot.

We understand that from time-to-time things can go wrong that are beyond the control of our clients and in such circumstances of emergencies and extenuating circumstances, we will endeavour to respond to your situation as quickly and as fairly as possible, provided that you grant us as much notice as possible.

You are advised of our cancellation policy frequently:

  • When you booked to see one of our therapists
  • In your booking confirmation email
  • In the email appointment reminder
  • In the SMS reminder
  • In booking notifications when booking online
  • It is on our website
  • Right now

Please note that while we endeavour to remind you of your appointments through an email and SMS reminder 72 hours prior to your appointment, these should not be relied upon and it is your responsibility to remember appointments you have made.

Please note that our software captures when this information has been sent and received. In addition, our telephony system captures call history data including the date and time of inbound and outbound calls and voicemail recordings. 

We will not tolerate verbal abuse and threats over our cancellation policy and in some cases this behaviour may result in your services being terminated or behaviour reported.

How to Cancel

  • You can call us on 02 9212 5469 – At present our reception team (the lovely humans that answer your calls) operate from 8:30am to 6.30pm Monday to Friday. 9:00am to 4.30pm Saturday. Sometimes, if there are multiple concurrent callers, our phone lines may be busy. If this happens, please leave us a voice message. You should note that calling is the most effective way to ensure we receive appropriate notice. You are welcome to leave a message outside of business hours if it is before the cancellation deadline.
  • You can click the ‘Link’ in your online booking confirmation emails (this expires 48hrs before your scheduled appointment)
  • You can email hello@theindigoproject.com.au

Please note we will not accept cancellations via SMS.

Repeat Cancellations

Clients who fail to attend three confirmed scheduled appointments in a row will have their appointment slot automatically reallocated to another client on the wait list and they will not be able to resume treatment at The Indigo Project until they have paid a non-refundable deposit of 50% of their therapy session fee. Clients will forfeit this deposit if they fail to attend subsequent appointments or cancel. Clients with a pattern of late cancellations and non-attendance may have their appointment slot reallocated to another client on the wait list or their frequency of therapy reduced.

Tardiness

Sessions are strictly 50min and will not be extended past the hour due to late arrivals. Full fees apply in circumstances of late arrival.

Conditions of Cancellation Policy

If a cancellation fee has been charged, it must be paid prior to the provision of any further services. These cancellation fees apply to all clients of The Indigo Project, even those whose services are paid for by another organisation (Medicare, Private Health funds, etc). The cancellation fee will need to be paid personally by the client as third party organisations do not typically cover cancellation fees for nonattendance at scheduled appointments.

Perfect Match Promise

Clients wishing to activate the Perfect Match Promise must contact The Indigo Project via phone or e-mail within 60 days of their first or second therapy session. In those instances, The Indigo Project agrees to cover the cost of one session with a new therapist. The Perfect Match Promise session may be claimed once per client only. Offer cannot be applied again after claiming one Perfect Match Promise session.  Standard cancellation policy applies: Cancelling within 48 hours will result in client credit card being charged the full value of the session. Retrospective refunds will not be granted for past sessions. Feedback and comments will be kept confidential.

Policy for First Appointments

1. PREPAYMENT IS REQUIRED FOR NEW CLIENTS BOOKING THEIR FIRST APPOINTMENT
Our reception team will be in contact prior to your appointment to process a prepayment for your first appointment in full. The full amount will be forfeited if you no show or late cancel within 48 hours of your appointment time.

2. OUR REFUND POLICY
Our prepaid services are not refundable but you can change your appointment time (with 48 hours notice).

Workshops

All transactions with The Indigo Project are subject to the following terms and conditions. The person responsible for the booking as indicated in these terms and conditions is the person who is named on the booking confirmation form. It is their responsibility to read all terms and conditions of their booking. The price for each workshop is displayed on the website and must be paid in full, by debit or credit card at time of booking in order to confirm registration.

Your booking will be confirmed after registration by e-mail.

Tickets for workshops are non-refundable and non-transferable.

We cannot accept responsibility for any changes in personal circumstances or work commitment. We reserve the right to cancel or change workshop dates if necessary, at any time. In the event of cancellation, all customers will be notified. If a customer is not available for the new date, they will be refunded the ticket in full and offered a choice of alternative dates / events.

Courses

All transactions with The Indigo Project are subject to the following terms and conditions. The person responsible for the booking as indicated in these terms and conditions is the person who is named on the booking confirmation form. It is their responsibility to read all terms and conditions of their booking.

The price for each course is displayed on the website and must be paid in full, by debit or credit card at time of booking in order to confirm registration. Payment plans are available and can be organised and agreed with The Indigo Project on a case by case basis.

Your booking will be confirmed after registration by e-mail.

Tickets for courses are non-refundable and non-redeemable. Exceptional circumstances (emergencies, etc) will be treated on a case-by- case basis.

We cannot accept responsibility for any changes in personal circumstances or work commitment. We reserve the right to cancel or change course dates if necessary, at any time. In the event of cancellation, all customers will be notified. If a customer is not available for the new date, they will be refunded the ticket in full and offered a choice of alternative dates / events.

Special Events / Retreats

All transactions with The Indigo Project are subject to the following terms and conditions. The person responsible for the booking as indicated in these terms and conditions is the person who is named on the booking confirmation form. It is their responsibility to read all terms and conditions of their booking.

Tickets for special events and classes are non-refundable and non-redeemable. Exceptional circumstances (emergencies, etc) will be treated on a case-by- case basis. We cannot accept responsibility for any changes in personal circumstances or work commitment. We reserve the right to cancel or change events and classes if necessary, at any time. In the event of cancellation, all customers will be notified. If a customer is not available for the new date, they will be refunded the ticket in full and offered a choice of alternative dates / events.

The Indigo Project does not accept any responsibility for personal property left at the facilities.

Promotional Codes

These terms and conditions apply to circumstances whereby promotional codes are required to obtain the promotional offer.

Promotional codes may only be applied to one-day workshops, not courses or retreats.

The promotional code is valid for a limited time only. Each promotional code can be used only once, unless otherwise specified. Each promotional code applies only to qualifying items as specified in the offer. The promotion is subject to all restrictions set forth in the offer. The promotional code is not transferrable and may not be resold.