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Serene Hour is not a crisis service. If you are in immediate distress, please contact Lifeline on 13 11 14.
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Informed Consent
Please read and acknowledge each section before booking.
Welcome to Serene Hour.
This document explains important information about counselling services, confidentiality, privacy, telehealth sessions, fees, and your rights as a client. Please read this information carefully before commencing counselling.
By proceeding with counselling services, you acknowledge that you have read, understood, and agreed to the terms outlined below.
Jurisdiction & Service Location Counselling services are provided from Sydney, New South Wales, Australia. Session times are scheduled according to Australian Eastern Standard Time (AEST/AEDT) unless otherwise agreed.
1. About Counselling
Counselling is a collaborative process designed to support emotional wellbeing, self-awareness, personal growth, and relationship understanding.
Counselling outcomes vary between individuals and relationships. While counselling can be beneficial, no specific outcomes or guarantees can be made.
Counselling services provided by Serene Hour are not a substitute for medical, psychiatric, psychological, or emergency healthcare services.
You are encouraged to ask questions at any time during the counselling process.
2. Telehealth Counselling
Serene Hour provides counselling services online via secure telehealth platforms.
By participating in telehealth counselling, you acknowledge and understand that:
online counselling may involve technological limitations or disruptions
internet, software, or platform failures may occasionally interrupt sessions
absolute confidentiality over the internet cannot be guaranteed
you are responsible for attending sessions from a private and safe location
you should use a secure internet connection where possible
sessions must not be recorded without written consent from the counsellor
The counsellor will not record sessions without your knowledge and consent.
If technical difficulties occur, reasonable efforts will be made to reconnect or reschedule the session where appropriate.
3. Confidentiality
Your privacy and confidentiality are treated with respect and care.
Information discussed during counselling sessions will remain confidential except where disclosure is required or permitted by law, including where:
there is a serious risk of harm to yourself or another person
disclosure is required by a subpoena or court order
mandatory reporting obligations apply
you provide written consent for information to be shared with another person or organisation
Clinical supervision may be undertaken as part of professional practice requirements. In such circumstances, identifying information is minimised where possible.
4. Privacy & Collection of Personal Information
Serene Hour collects personal and health information necessary to provide counselling services.
This may include:
name and contact details
emergency contact information
health and wellbeing information
counselling session notes
payment and appointment records
Your information is handled in accordance with:
the Privacy Act 1988 (Cth)
the Australian Privacy Principles (APPs)
Information is stored using reasonable administrative, physical, and electronic security measures to protect against misuse, interference, loss, unauthorised access, modification, or disclosure.
Counselling records are generally retained for a minimum of seven (7) years from the last client contact, or longer where legally required.
You may request access to your personal information by contacting Serene Hour in writing.
5. Client Responsibilities
Clients are responsible for:
providing accurate and relevant information for counselling services
informing the counsellor of changes that may affect their wellbeing or safety
attending sessions from a private and safe environment
engaging respectfully during counselling sessions
6. Working With Minors
Serene Hour currently provides counselling services to adults aged 18 years and over only.
If counselling services are later offered to individuals under 18 years of age, parental or legal guardian consent may be required before services commence.
7. Electronic Communication
Serene Hour may communicate with you via:
email
SMS
telephone
secure online platforms
Electronic communication is used primarily for:
appointment scheduling
reminders
invoices and receipts
administrative communication
Electronic communication should not be used for urgent mental health support or emergencies.
While reasonable precautions are taken, electronic communication carries some privacy and security risks.
8. Fees, Cancellations & Rescheduling
Session fees are payable prior to the appointment unless otherwise agreed.
If you need to cancel or reschedule a session, at least 48 hours' notice is requested.
Late cancellations or missed appointments may incur the full session fee.
If you arrive late, the session may still conclude at the scheduled finish time.
Where a session is cancelled by the counsellor, you will be offered either:
a rescheduled appointment, or
a full refund
9. Crisis & Emergency Support
Serene Hour is not a crisis or emergency service and does not provide 24/7 support.
If you require immediate assistance or are at risk of harm, please contact:
If appropriate, the counsellor may request your current physical location and emergency contact details at the beginning of telehealth sessions.
10. Couples Counselling
In couples counselling, the relationship itself is considered the primary client.
Information disclosed during joint sessions may be discussed within the shared counselling process.
Confidentiality between partners within the relationship cannot be absolutely guaranteed.
Where appropriate, the counsellor may encourage openness and transparency between partners.
11. Ending Counselling
You may discontinue counselling at any time.
If the counsellor believes counselling is no longer appropriate or beneficial, alternative support options or referrals may be discussed.
12. Complaints & Concerns
If you have concerns regarding counselling services, you are encouraged to raise them directly with Serene Hour so reasonable efforts can be made to resolve the matter respectfully and promptly.
If applicable, you may also contact the relevant professional association or regulatory body.
13. Consent
By signing below, you confirm that:
you have read and understood this agreement
you consent to participate in counselling services
you consent to telehealth counselling
you understand the limits of confidentiality
you consent to the collection and storage of relevant personal information
you understand that Serene Hour is not a crisis service
Client Acknowledgement * All required
I consent to telehealth counselling
I understand the limits of confidentiality
I understand that Serene Hour is not a crisis service
I consent to the collection and storage of my personal information
I agree to the cancellation and rescheduling policy
Typing your name and submitting this form constitutes electronic consent and acknowledgement.
Last Updated: May 2026
Counselling Service Terms And Conditions
Clients must attend online sessions from a private space where they can talk freely without distractions.
Mobile phones and other electronic devices must be set to silent mode during the session.
During the counselling session clients cannot take phone calls, send emails or text messages, and engage in other activities.
Serene Hour reserves the right to refuse admission. Misconduct directed towards the counsellor or the office staff is liable to legal action and discontinuation of counselling services.
Serene Hour operates from Sydney, NSW Australia.
All sessions are scheduled at Sydney time (AEST/AEDT).
Clients are expected to join the session at the scheduled time.
If a client arrives more than 5 minutes late, the session is considered a no-show and will be treated as cancelled. the session fee is forfeited.
Clients are responsible for confirming the correct time in their local time zone before scheduling the session.
Reminder emails are courtesy. Clients are expected to remember their appointments.
Cancellation and Rescheduling of Sessions
Counselling sessions are non-refundable once scheduled, as the appointment time is reserved exclusively for the client.
Clients may request to reschedule a session with 48 hours’ notice. Rescheduling requests are accommodated once per session and is subject to the counsellor’s availability.
Requests to cancel or reschedule with less than 48 hours’ notice will be treated as a missed session, and the session fee is forfeited.
Repeated reschedules by a client will lead to discontinuation of counselling services.
If a client arrives more than 5 minutes late, the session is considered a no-show, and the session fee is forfeited.
Email and Telephone Contact
Serene Hour provides scheduled counselling services and is not equipped to provide 24/7 availability, emergency intervention, or real-time crisis response.
If you are experiencing a mental health crisis, feel at risk of harming yourself or others, or require immediate assistance, please contact local emergency or crisis support services.
Communication outside scheduled sessions (including WhatsApp messages, emails, or call-back requests) is for administrative or scheduling purposes only and cannot not be used for counselling support.
Messages are typically responded to within 24 business hours, Monday to Friday between 10:00AM – 5:00PM (AEST/AEDT). Messages sent outside these hours will be addressed on the next working day.
By availing counselling services with counsellor Sherene Chaz at Serene Hour. Clients acknowledge and agree to abide by the above counselling service terms and conditions.
