Terms of use

Yana Counselling | yanacounselling.com.au

Last updated: June 2025

These Terms of Use (‘Terms’) govern your use of the Yana Counselling website (yanacounselling.com.au) and the booking of counselling services through it. By using this website or booking an appointment, you agree to these Terms. Please also read our Privacy Policy, which forms part of these Terms.

1. About Yana Counselling

Yana Counselling is a private telehealth counselling practice. Counselling is provided by Yana, an ACA Level 2 Registered Counsellor with a Master of Counselling degree, listed on ARCAP. Sessions are available in English and Russian and are conducted via secure video call.

2. General Information — Not a Crisis Service

The content on this website (including blog posts, FAQs, and general information) is provided for general informational purposes only. It does not constitute clinical advice and is not a substitute for individual professional support.

Yana Counselling does not provide medical, psychiatric, or crisis intervention services. If you are in crisis, experiencing a mental health emergency, or at risk of harm to yourself or others, please contact:

Lifeline: 13 11 14
Emergency services: 000
Your GP or your nearest hospital emergency department

3. Booking Appointments

Appointments are booked through our online booking system (Halaxy). By completing a booking, you confirm that the information you provide is accurate and agree to attend the session at the scheduled time.

A confirmation will be sent to the email address you provide — it’s your responsibility to keep your contact details current.

4. Initial Appointment Deposit

A 50% deposit is required to confirm your first (introductory) appointment. This deposit is non-refundable, but will be deducted from the cost of your first session — you are not charged twice.

5. Session Fees and Payment

Session fees are displayed at the time of booking and may be updated from time to time; the current rate will always be shown in the booking system. For telehealth sessions, full payment is required at least 24 hours prior to your scheduled appointment, via Halaxy’s integrated payment system and/or Stripe.

Yana is a registered Bupa provider. You pay for your session directly and can submit a claim to your private health insurer for a possible rebate under extras cover, depending on your policy — please check your specific coverage with your provider. Sessions are not Medicare-rebatable, as Medicare mental health rebates apply only to registered psychologists under a Mental Health Care Plan.

6. Cancellations, Rescheduling and Non-Attendance

We require at least 24 hours’ notice to cancel or reschedule an appointment.

More than 24 hours’ notice: no charge, and we’ll find a time that works for you
Less than 24 hours’ notice, or non-attendance without notice: the full session fee is payable

If a cancellation fee is outstanding, future appointments cannot be booked until it is paid. In genuinely exceptional circumstances (e.g. sudden illness or emergency), fees may be waived at Yana’s discretion — please get in touch as soon as you can.

If Yana needs to cancel or reschedule a session (e.g. due to illness or an emergency), you will be notified as soon as possible and no charge will apply; the session will be rescheduled at no cost to you.

7. Refunds

Fees paid for sessions that proceed as scheduled are non-refundable. Where a session does not proceed due to a technical issue on our end, it will be rescheduled at no cost, or refunded at Yana’s discretion. The initial appointment deposit (see clause 4) is non-refundable but is always applied toward your first session fee.

8. Telehealth Requirements

Sessions are conducted via secure video call. You are responsible for:

A stable internet connection
A private, confidential space free from interruptions
A compatible device with camera and microphone

If a session cannot proceed due to a technical issue on your end, the cancellation policy in clause 6 applies. If the issue is on our end, the session will be rescheduled at no cost.

9. Confidentiality

Information shared in counselling sessions is confidential, subject to the limited exceptions set out in our Privacy Policy and Informed Consent (including risk of serious harm, mandatory reporting obligations for minors, and court orders). Clinical supervision may be sought on a de-identified basis as part of ongoing professional practice.

10. Intellectual Property

All content on this website — including text, graphics, and other materials — is the intellectual property of Yana Counselling unless otherwise stated, and may not be reproduced, distributed, or republished without prior written permission.

11. Third-Party Links and Website Availability

This website may contain links to third-party websites or services (such as our booking platform, Halaxy, or payment processor, Stripe). We are not responsible for the content, accuracy, or availability of third-party websites, and your use of them is subject to their own terms and privacy policies.

We aim to keep this website available and functioning correctly but do not guarantee uninterrupted access, and we are not liable for any loss arising from downtime, technical errors, or interruptions to the website or booking system.

12. Limitation of Liability

To the maximum extent permitted by Australian law, Yana Counselling limits its liability for any loss or damage arising from your use of this website or reliance on information contained on it. Counselling outcomes cannot be guaranteed, and counselling is not a substitute for medical or psychiatric treatment.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

13. Website Use

You agree not to use this website for any unlawful purpose, or in any way that could damage, disable, overburden, or impair the site or interfere with anyone else’s use of it.

14. Governing Law

These Terms are governed by the laws of New South Wales, Australia, and any disputes arising under them are subject to the exclusive jurisdiction of the courts of NSW.

15. Changes to These Terms

We may update these Terms from time to time. The current version will always be available on our website. Continued use of this website or our services after changes are published constitutes acceptance of the updated Terms.

16. Contact

Email: hi@yanacounselling.com.au

Phone: 0431 969 626

Website: yanacounselling.com.au