Legal

Customer Service Policy

ABN 87 699 026 085 · Thornbury VIC 3071 · Last updated 1 May 2026

1. Scope of Services

I offer two types of therapeutic services:

  • Individual Therapy Sessions (1-on-1): Personalised therapeutic sessions conducted in-person.
  • Encuentros Presencia: Group healing experiences held on Sunday afternoons.

2. Individual Sessions (1-on-1)

Session Details

  • Duration: 60 minutes · Fee: $130 AUD
  • Location: Four Seasons Wellness Centre, 305 Johnston St, Abbotsford VIC 3067
  • Sessions must be booked and paid in advance

Payment Terms

  • Payment required at time of booking to secure appointment
  • Bank transfer or cash accepted — includes GST (invoice/receipt provided)

Cancellation & Rescheduling

CLIENT CANCELLATIONS

  • 24+ hours notice: Full refund minus any bank/admin fees
  • Less than 24 hours: No refund — appointment time was reserved exclusively for you
  • No-show: Full fee charged, no refund

CANCELLATIONS BY PRACTITIONER

  • Minimum 24 hours notice will be given where possible
  • Option 1: Credit toward rescheduled session (recommended)
  • Option 2: Full refund including any administrative fees

Late Arrival

Sessions end at the scheduled time regardless of late arrival. Full fee applies.

3. Encuentros Presencia

  • Duration: 2 hours · Sundays at 4:30 PM
  • Capacity: 5–12 participants
  • Location: Click Co. Coffee, Shop 16r/3 Freshwater Pl, Southbank VIC 3006
  • Minimum 5 participants required to proceed

CANCELLATION POLICY

  • Before Saturday 4:30 PM: Full refund available
  • After Saturday 4:30 PM: No refund — refreshments purchased for confirmed attendees
  • No-show: No refund. We will contact you to check your wellbeing

4. General Terms & Conditions

Confidentiality

Handled in accordance with the Australian Privacy Act 1988. Information is confidential except where there is risk of harm, suspected abuse, or legal requirement.

Professional Standards

Services provided in accordance with ethical therapeutic practice standards. Not a substitute for medical or psychiatric treatment.

Recording & Photography

Sessions may not be recorded without explicit written consent. Group event photos require advance written consent.

Health & Safety

Please inform us of any relevant health conditions. Do not attend if you have symptoms of illness or infectious disease.

Client Responsibilities

Arrive on time, provide accurate information, notify us of cancellations, and maintain respectful behaviour.

Limitation of Liability

While professional indemnity insurance is maintained, therapeutic services carry inherent limitations. You participate at your own risk.

Contact & Complaints

Email: franmcmanusm@gmail.com

Phone: 0466 001 554

Location: 305 Johnston St, Abbotsford VIC 3067

We respond to all complaints within 7 business days.

By booking and paying for services, you acknowledge that you have read, understood, and agree to be bound by this policy.