Terms & Conditions
These Terms and Conditions (“Terms”) govern your use of the website and services provided by The Inward Process (“we,” “us,” “our”). By accessing our website or utilizing our services, you agree to these Terms. If you do not agree, please refrain from using our services.
A Short Overview of Services Provided
Strategic Psychotherapy: Solution focused therapy to help you create change, resolve specific issues and enhance your overall well being. We use a variety of evidence-based techniques tailored to your specific needs.
Clinical Hypnotherapy: Strategic hypnosis based interventions tailored to address specific issues and challenges of the client through harnessing the unconscious mind. Clinical hypnotherapy incorporates Strategic Psychotherapy for an integrated approach.
Strategic Coaching: Goal oriented support and guidance to help you achieve success in specific areas of your life.
Important Note: Coaching services are powerful, but any services involving coaching that The Inward Process does, is not a substitute for mental health treatment.
Let’s Discuss the Best Fit: If you’re unsure which service is right for you, we’re happy for you to schedule a free, 20 minute, no obligation and risk free clarity call, to discuss your needs and goals in more detail.
Eligibility
Our services are intended primarily, but not limited to adults (18 years or older). To ensure that you receive the most appropriate care and treatment plan, we reserve the right to assess suitability for our services on a case-by-case basis. Please be aware of the types of services, and the scope of the types of presenting issues that The Inward Process works with, that can be found within our website, or can be discussed with Matthew. While we work with many challenges, individuals that may require a higher level of care or specialised treatment. This might involve situations involving:
Severe mental health conditions (e.g., bipolar disorder, schizophrenia, active psychosis) that may benefit from multi-disciplinary care.
Acute crisis situations requiring immediate intervention or hospitalisation.
Conditions where we lack the specific expertise to provide the best possible support.
Important Note: This information is not intended to replace a professional assessment. If you have concerns about your mental health, please consult with a licensed mental health professional.
We also provide services for children provided the following conditions are met:
Parental/Guardian Consent: Written consent from a parent or legal guardian is required for all services involving minors. Active parental involvement is often encouraged throughout the process.
Scope of Issues: We support children and adolescents with anxiety, school-related anxiety/stress, insomnia, procrastination, low self-esteem, addictions/dependencies and specific strategic coaching services such as goal setting & values elicitation. If the presenting issues are complex or require specialized treatment (e.g., severe trauma), or are beyond the scope and competencies of The Inward Process, we may provide referrals to other professionals best equipped to provide the necessary care, or to their GP, so that they can get the appropriate care that they require, and deserve. This is also as part of my professional body organisation, the International Strategy Psychotherapy Association (refer to Section 9.5. Referrals of ISPA Code of Ethics for more information).
Age Considerations: Our approach is adapted to the developmental stage and needs of the child.
Confidentiality with Minors: While confidentiality is important, we have ethical and legal obligations to disclose information in certain situations when the safety of the child or others is at risk. We will discuss these limits with both the child and parent/guardian at the outset of treatment, as well as when obligations as a Mandatory reporter, or notes are subpoenaed as requested by the court of law.
Important Note: We are committed to working collaboratively with parents and guardians to ensure the best possible support for your child.
Appointments
Scheduling: Appointments are booked through our online system, Cliniko, on our website, or by contacting us directly.
Invoice: Invoices from The Inward Process state the fee, the session and work performed, as well as if applicable, travel hours, accommodation costs, and if applicable, costs of engaged third parties and the payment term.
Cancellations: We require at least 48 hours’ notice for cancellations. Cancellation can only be done in writing through email or text. Extenuating circumstances and medical emergencies do apply. For more information, details, and fee details upon cancellation, please refer specifically to our cancellation policy. If you are entitled to a refund, you will receive the amount at the latest of 10 business days.
No-Arrival: Missed appointments without notice will be charged the full session fee. Please refer specifically to our cancellation policy.
Late Arrivals: Late arrivals may result in shortened sessions (in cases where there is an immediate follow up appointment), but you’ll still be charged the full session fee.
Payment
Fees: Our fees are listed on our website or provided upon request. Payment is due at the time of service unless otherwise agreed upon.
Accepted Payments: We accept Cash, Card payments, Stripe, Paypal payments. Please note; if using Card payments, you will be charged the small merchant fee.
Insurance: Please note, while we accept insurance coverage, We do not directly bill insurance companies. Payment is due at the time of service. However, we can provide documentation (superbills) that you may submit to your insurance provider for potential reimbursement, or an insurance provider can accompany you, and pay for the session(s)/package(s).
Please Note: A payment term of 30 days applies, (unless extreme medical/extenuating circumstances can be proven and deemed valid), upon failing to pay, a client penalty will be invoiced 2% interest on the invoiced amount for each month, by which the payment term is exceeded. If the client remains negligent, or refuses to pay for the services rendered, The Inward Process reserves the right to hand over this claim to other parties, specifically, a debt collection agency, in which case, the individual that failed to pay, will incur the fee to compensate for collection costs.
Applicable Law, Disputes and Complaints Process
Complaints Process
We strive for excellence in our services and value client feedback. If you have concerns about your experience with The Inward Process, please follow this process:
Step One: Open Communication
We encourage you to first raise your concerns directly with us through the following contact details:
[matt@theinwardprocess.com.au ]
[+61435515108]
An open, honest and authentic discussion is often the best way to resolve issues quickly, and amicably. The Inward Process will do everything possible to remedy the complaint, so that we can come to a resolution in an amicable manner if applicable firstly.
Step 2: Formal Complaint
If direct communication does not lead to a resolution amicably, please submit a formal, written complaint within the following timeframes:
Your concerns/complaints about the services provided: Within 8 days of discovery, but no later than 5 days after the invoice date.
Complaint Details: Please provide the following in your written complaint:
Your name and contact information
Description of the issue (be as specific as possible)
Date(s) the issue occurred
Your desired outcome or resolution.
Step Three: Review and Response
We will acknowledge receipt of your complaint within [5 business days]. We will conduct an internal review and respond with proposed solutions within [10 business days].
Important Notes:
Payment Obligations: Invoice disputes do not automatically suspend your payment obligation. Please refer to your contract or terms of service regarding payment timelines.
External Resolution: If we cannot reach a mutually agreeable solution, you have the right to pursue further resolution through:
Mediation: A neutral third party can help facilitate a resolution, such as the Australian Competition & Consumer Commission (ACCC).
ISPA: As a member of the International Strategic Psychotherapy Association (ISPA) that “The Inward Process” is a member of, they will be notified, and your complaint may be eligible for review by their Ethical Conduct and Practice subcommittee. Their Code of Ethics (Section 10) and disciplinary procedures (Section 10.2) apply.
The Inward Process has a right to appeal (please refer to ISPA, Code of Ethics, Section 10.3).
Legal Action: As a last resort, disputes may be settled by a competent Australian court.
This complaints process and the legal relationship between The Inward Process and clients are governed by Australian law.
Confidentiality & Mandatory Reporting Policy
At The Inward Process, we are committed to safeguarding the privacy and confidentiality of all information entrusted to us for all our clients. This confidentiality/mandatory reporting policy, outlines the principles guiding our collection, use, and protection of your personal and sensitive information.
This includes personal information when you enquire about your services or initiate the strategic psychotherapy, strategic coaching, or clinical hypnotherapy process. This may include your:
Contact Information such as your name, phone number, email address. DOB and other relevant details to aid in providing services.
As a strategic psychotherapist, strategic coach and clinical hypnotherapist, we recognise the sensitive nature of the work that we do. We collect information in our client intake form with your consent regarding:
Information about your physical and mental health history
Details of current concerns, issues, and desired outcomes you want.
Personal experiences, thoughts, feelings, and perspectives.
The use of information you share is solely provided for the following purposes:
Providing strategic psychotherapy, strategic coaching or clinical hypnotherapy services.
Developing a comprehensive understanding of your needs.
Tailoring therapeutic treatment plans and interventions.
Monitoring and evaluating your progress.
Confidentiality: At The Inward Process, We uphold the highest standards of confidentiality. Information shared during therapy is protected and will not be disclosed without your written permission.
Exceptions to Confidentiality
In rare circumstances, disclosure and breaching confidentiality may be necessary for the following reasons:
Legal and Ethical Obligation: As a strategic psychotherapist, I am a mandated reporter under Australian law. This means that I am required to disclose confidential information to relevant authorities in the following circumstances:
Immediate and serious risk of harm to yourself or others.
Suspected of committing a crime upon society, or an individual, and/or suspected abuse or neglect of a child, vulnerable adult, or person with a disability.
Certain other situations as mandated by law.
Duty to Warn: My obligation to protect individuals from harm to themselves or others overrides strict, standard confidentiality practices. I will strive to inform you if I believe disclosure is necessary but may not be able to do so in all circumstances.
Subpoenas & Court Orders
Legal Requests: In the unlikely event of a subpoena or other valid court order, I may be legally compelled to disclose client records.
Protecting Your Privacy: While I will comply with legal requirements, I will also take steps to advocate for your privacy and challenge overly broad requests for information whenever possible. Please consult a lawyer, or attorney if you have specific concerns regarding court-ordered disclosures.
Supervision & Case Consultation
Professional Development: To ensure the quality of the services I provide, I engage in Group and personal supervision through ISPA, where I consult with other qualified professionals.
Protecting Your Identity: During supervision, I may discuss aspects of your case without disclosing personally identifying information. These discussions may focus on broad themes such as presenting issues, therapeutic approach, and intervention strategies.
Anonymity: I will only share the minimum necessary information to receive support and guidance for the benefit of your treatment (e.g., young male, in his 20s, presenting issues of anxiety and procrastination). At no time, will any personal information such as your name ever be disclosed to others.
Understanding Consent
By engaging in services with The Inward Process, you acknowledge and understand these potential limitations to confidentiality. If you have any questions or concerns, please do not hesitate to discuss them with me.
Disclaimer of Liability
The services provided by The Inward Process are intended to support your well-being and personal growth. While we strive for positive outcomes, therapy does not guarantee specific results. Success is influenced by many factors, including your active participation in the process.
The Inward Process shall not be held liable for any damages, direct or indirect, that may arise from the use of our services.
Termination of Services
Either party (client or therapist) reserves the right to terminate the therapeutic and/or coaching relationship at any time. If possible, it’s requested that you provide at least one session’s notice in writing to allow for a smooth closure or transition plan. However, The Inward Process may need to terminate the therapeutic relationship, and/or coaching relationship under certain circumstances, which may include:
Client safety concerns and/or behaviours that pose a risk of harm to self and/or others.
Non-payment of fees (despite attempts to resolve the issue).
Ethical violations.
Violations of professional boundaries.
Inability to provide effective services due to limitations in scope for example, or a mismatch in therapeutic and/or coaching approach.
Technology & Online Services
Security: Online sessions are conducted through platforms with end-to-end encryption [“Google Meets”, or if otherwise requested and agreed upon, through “Zoom”, or “WhatsApp”]. While precautions are taken, no technology is 100% secure. While precautions are taken, no technology is 100% secure. While we take all reasonable precautions to protect your information, The Inward Process cannot be held legally liable for:
Unauthorised access to, or disclosure of, your information to technological failures beyond our reasonable control.
Security breaches or vulnerabilities of the chosen online platform, despite using platforms with a strong security track record.
Limitations: Online therapy may not be suitable for all individuals or situations. We will assess your suitability and discuss the potential benefits and drawbacks of virtual sessions with you.
Technical Issues: In the event of technical disruptions, we will attempt to re-establish the connection. If this fails, we may reschedule or transition to a phone call.
Confidentiality: Despite the inherent limitations of online technology, we remain committed to maintaining the confidentiality of your information as outlined in our Confidentiality and Mandatory Reporting Policy.
We recommend you also familiarise yourself with the security policies and practices of any chosen online platform.
By choosing online therapy through “The Inward Process”, you acknowledge these limitations and agree to participate in online sessions at your own risk.
If you have any questions or concerns about security or online platforms, please do not hesitate to contact us, and we will assist where we can.
How to Contact Us in Urgent, Non-Emergency Situations
Support between sessions: I understand that challenges can arise between scheduled sessions. Whilst I do offer outside session-contact for brief check-ins or support with applying strategies/tasking, I do have limited session-contact, outside my business hours. Tasks are designed to be supportive, manageable and to facilitate your growth outside of your session. If a task feels overwhelming, please do contact me before your next session. You can contact me via email preferably. or through my phone number (found below). Please be mindful that I may not be able to respond immediately outside of business hours, or if I am seeing other clients during business hours.
If you have an urgent need that falls outside the scope of emergency crisis services, you may contact me via [my email – matt@theinwardprocess.com.au], or phone (0435515108). I will respond as promptly as possible, but please understand that my response time may be delayed outside of business hours.
Emergencies & Crisis Support
The Inward Process does not provide emergency crisis services. If you are experiencing a life-threatening emergency, it is critical you contact:
Lifeline: 13 11 14
Beyond Blue: 1300 22 4636
Or dial 000 for emergency services