Terms & Conditions

I. Code of Ethics

Heartful Therapy adheres to professional ethical standards, including:

The Association for Supportive Counsellors and Holistic Practitioners (ASCHP) Code of Ethics
The Australian, New Zealand, and Asian Creative Arts Therapies Association (ANZACATA) Code of Ethics

These frameworks guide the practice of safe, ethical, and professional therapy and counselling.

II. Confidentiality

Confidentiality is essential to building trust, safety, and the unique therapeutic relationship. All client information—including communications, records, and artwork—is treated with strict confidentiality and stored securely.

Exceptions to Confidentiality

Information will only be disclosed without your permission in the following situations:

If your life is at risk
If another person’s life is at risk
If the therapist is legally required to disclose information in criminal or civil proceedings

Where appropriate, consent forms will be used, and disclosure will be discussed with you beforehand if possible.

III. Confidentiality and Record-Keeping

Data Held and Purpose

Heartful Therapy stores the following client information:

Contact information from intake forms (for appointment management and communication)
Session notes (brief summaries to track therapeutic progress)
Number of sessions attended and payments made (for administrative purposes only)
Client artwork and creative materials (used in therapy sessions)

All information is collected solely to provide effective therapy and maintain professional records.

Storage and Security

Session notes are stored electronically on a personal, password-protected laptop or on paper securely locked when not in use.
Contact details are stored on a password-protected phone or computer.
Appointments and payments are recorded securely in electronic or paper diaries.
Artwork and records not taken home by clients are stored securely for seven years, in line with ANZACATA policy. After the retention period, all records are securely destroyed, deleted, or permanently de-identified in compliance with POPIA.

Access to Records

Clients may access their records by verbal or written request. Access will be managed with your consent to maintain confidentiality and ensure proper therapeutic communication.

Sharing Information

Information is only shared with third parties if:

You provide explicit consent
It is required for professional, legal, or safety reasons (as described above)

If the therapist becomes incapacitated, a trusted person may access client lists to ensure continuity of care. In the event of a data breach, clients will be informed as soon as possible.

IV. Professional Fees

Fees are payable upon receipt of an invoice. Payment is required before or immediately after the session, depending on prior arrangement.

V. Cancellation Policy

Payments are non-refundable.
The full fee applies for two consecutive cancellations or avoidable missed sessions unless there are documented emergencies or extenuating circumstances.
Appointments may be rescheduled with 24 hours’ notice, where possible.
Clients will be notified as early as possible of any therapist-initiated cancellations (including holidays or unforeseen circumstances).

VI. Session Guidelines

Clients are advised to arrive on time. Late arrivals may result in shortened sessions without extension of session time.

VII. Zero Tolerance Policy

Verbal or physical abuse, aggression, and offensive, intimidating, or disrespectful behaviour will not be tolerated. Clients displaying such behaviour will be asked to leave immediately.

VIII. Anti-Discrimination Policy

Heartful Therapy is committed to diversity, inclusion, and anti-discrimination. No client will be discriminated against on the basis of:

Religion
Colour, race, or national origin
Age or disability
Gender or gender identity
Sexual orientation
Marital or partnership status
Heritage or political belief

IX. Referrals to Associate Practitioners

Associate therapists are independent practitioners regulated by their respective member organisations. Each associate has their own terms and conditions.

Heartful Therapy is not responsible for any issues arising after a referral. Clients are encouraged to verify contractual arrangements and consult directly with the associate therapist or their professional body for any concerns.

For questions regarding your physical or psychological health, clients are advised to consult a medical doctor, psychiatrist, or relevant health professional.

X. Privacy and Data Protection

Heartful Therapy complies with international privacy standards, including:

POPIA (South Africa)
Australian Privacy Principles (APPs) under the Privacy Act 1988
Global privacy standards (aligned with GDPR principles)

Collection and Use of Information

Information is collected to provide therapy services, manage sessions, and improve client experience. Special personal information (health, mental health, or sensitive data) is processed lawfully and securely.

Data Sharing and Security

Personal data is never sold or rented
Shared only with trusted service providers bound by confidentiality
Stored on password-protected and encrypted devices
Retained for seven years or as required by law and professional guidelines
Cross-border transfers follow appropriate security standards for international clients

Client Rights

Clients have the right to:

Access their personal information
Request correction of inaccurate information
Object to processing where applicable
Withdraw consent where legally permissible
Request deletion once retention requirements are met

Clients may exercise their rights by contacting: hello@heartfultherapies.com

This version keeps all your original information, clearly structures it, and integrates POPIA, Australian, and international privacy compliance in a readable, professional, client-friendly format.