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🗓️ If You Need to Cancel or Reschedule

When you book a session, that time is set aside just for you, and we begin preparing well before it starts. We often spend time reviewing notes, planning your session, and getting into the headspace to show up fully for you.

 

Late cancellations don’t just create a gap in the day, they often mean time and energy already spent, and another person missing out on care.

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That’s why we ask for at least 24 hours’ notice if you need to cancel or reschedule.

• Cancellations with less than 24 hours’ notice: 50% of the session fee

• Non-attendance without notice (after 20 minutes): Full session fee applies

• At the 15-minute mark, we’ll try calling your nominated phone number to check in.

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You can cancel or reschedule by emailing us, or using the Halaxy client portal if you’ve been set up.

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Sometimes things don't go to plan, and that's okay, but we hold this boundary to protect the time, energy, and sustainability of our work, and to ensure all clients have fair access to support.

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📄 For full details, you can view our Fee & Cancellation Policy here.

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⏰ Attending Your Session

We understand that life is unpredictable. Sometimes you're running late, feeling off, or your child’s having a tricky day. That’s okay. If you’re running late, just join the session when you can. We always appreciate a quick email if you’re able to let us know.

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• Sessions will usually end at the scheduled time, even if they start late. This helps us stay on track for the next person we’re supporting, and ensures we can show up with care and presence for every client.

• If more than 20 minutes pass without any contact, the session will be considered a non-attendance, and the full session fee will apply.

• At the 15-minute mark, we’ll try calling your nominated phone number before closing the session.

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If your child is having a tough time engaging - no worries. We get it. Some days are easier than others. We might:

• Gently check in and offer to wrap up early, or

• Use the remaining time to connect with a parent or caregiver, if helpful.

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Either way, the full session fee still applies. This helps cover the time and energy we’ve set aside for you, even if the session doesn’t go as planned. We’ll always work with you in the moment to figure out what feels most supportive.

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📄 For more details about cancellations, rescheduling, and fees, see our Fee & Cancellation Policy.

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🧭 What We Can (and Can’t) Support

At Time & Space Psychology, we offer gentle, neuro-affirming support for emotional wellbeing, neurodivergence, and developmental needs. We work best with individuals and families seeking collaborative care in a safe, non-judgemental space.

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As a small, primarily Telehealth-based practice, we’re not resourced to provide high-intensity or crisis support. This includes:

• Active suicidal crisis or recent suicide attempts;

• Ongoing or escalating self-harming behaviours that require urgent response;

• Current domestic violence, abuse, or unsafe living environments;

• Complex substance use presentations;

• Frequent or recent psychiatric hospitalisations;

• Family court proceedings, custody disputes, or legal reporting;

• Situations requiring 24/7 support, case management, or intensive outreach.

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If these concerns arise during our work together, we’ll always do our best to:

• Co-create a safety plan;

• Offer interim support if appropriate;

• Gently guide you toward a service better equipped to meet your needs.

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Your wellbeing matters deeply to us, and we’ll never leave you without options. 💫

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Please note: We provide all services via Telehealth, which offers flexibility, comfort, and accessibility for many of our clients. However, Telehealth isn’t the right fit for every situation. Some circumstances, particularly those involving safety concerns, crisis risk, or complex system needs, may require in-person or more intensive support. If you’re unsure whether Telehealth is the right fit, we encourage you to read more about how we use Telehealth here. You can also reach out to talk it through.

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📄 Want a clear summary of what we do and don’t provide? View our full Scope of Services Statement.

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👪 Working with Children, Adolescents, and Families

At Time & Space Psychology, we aim to create a safe and affirming space for young people to participate in psychological services, whether that’s therapy, assessment, or a combination of supports. We follow strict confidentiality guidelines and protect the privacy of the young person’s information, unless they agree to share it or safety concerns arise.

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At the same time, we know that parents and caregivers are an important part of the support system. Where it feels helpful (and the young person is open to it), we may involve parents through brief check-ins, shared goals, or separate parent support sessions.

 

Parenting Arrangements & Custody

When parents are separated or share custody:

• We require consent from all parents/guardians who hold legal decision-making authority.

• We ask families to provide copies of parenting orders or court documents so we can work in line with legal requirements.

• We only share information with those who have the appropriate legal authority and, wherever possible, with the young person’s consent.

• If custody arrangements are unclear or disputed, services may be paused until this is clarified.

 

These steps help us protect the child’s safety, your family’s rights, and our legal and ethical obligations as psychologists.

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​📄 View our full Working with Minors, Parents & Custody Policy.

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📬 How to Reach Us (and When You’ll Hear Back)

As a small practice, we manage our own admin alongside our clinical work, and we work part-time. This means we don’t check our email inbox every day, and replies may take a few days. We appreciate your patience as we respond thoughtfully and sustainably.

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• Email is the best way to contact us between sessions;

• We’ll get back to you as soon as we can, but responses may take a few days;

• We don’t offer therapeutic support via email but we may follow up with notes, resources, or admin info after your session;

• We don’t have a monitored phone number, and we don’t offer support via social media;

• We are not a crisis service and are unable to offer 24/7 support.
  👉 If you need urgent care, please contact your GP, emergency services, or a crisis line.
  👉 View our Crisis Support page

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These boundaries help us protect the quality and sustainability of the care we offer, and to ensure we can show up fully during session times.

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​🗣️ Need an Interpreter? We’ve Got You.

We are committed to making our services accessible and inclusive. If you or your child requires an interpreter, including Auslan, we can help organise a qualified professional interpreter.

We do not recommend the use of family members or friends for interpretation, as this can compromise confidentiality and emotional safety.

We work with accredited services such as TIS National and Auslan interpreting agencies. Interpreter services are often free for clients using NDIS or Medicare-funded supports. Please let us know if this would assist your access to therapy or assessment.

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📄 Interpreter use is part of our commitment to accessible, inclusive care. For more about your rights and involvement in services, see our Client Rights & Responsibilities Policy and Informed Consent Policy.

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🔐 How We Keep Your Information Safe

Your privacy is incredibly important to us. As psychologists, we follow strict ethical and legal guidelines to protect your personal information and ensure your care feels safe, respectful, and grounded in trust.

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We use Microsoft Teams for Telehealth, which is secure and encrypted. We also:

• Store all records securely and only access them when needed for your care;

• Never record sessions unless you’ve given clear, written consent;

• Recommend using a private device and secure internet connection when possible;

• Conduct sessions in private spaces, using headphones where needed.

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We respect the autonomy of all clients, including children and adolescents, and will always check in about what they’re comfortable sharing with parents or caregivers.

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Everything you share with us is confidential, unless we’re required to act to keep someone safe or comply with the law. This may include:

• A serious and immediate risk of harm to yourself or others;

• Legal obligations (e.g. a court subpoena);

• Concerns that meet mandatory reporting requirements (e.g. involving safety or wellbeing of a child);

• Information shared (de-identified) in professional supervision, with a certified psychologist who also upholds strict confidentiality.

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You’re always welcome to ask questions about your privacy or how your information is handled.

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📄 Read our full Privacy & Confidentiality Policy.

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🔄 When (and How) We Share Information

Sometimes, it can be helpful for us to collaborate with other people in your support network, like a GP, teacher, NDIS coordinator, or allied health professional. We’ll only do this if you’ve given us clear, written consent.

 

We will never share your information with third parties (like schools, employers, or family members) without your permission, unless we're legally required to do so (for example, in an emergency or under a court order).

 

If someone contacts us to ask for information, we will not confirm anything unless you’ve said it's okay. You're always in control of what we share, and with whom.

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📄 You can read our full Third Party Requests Policy here.

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📁 Your Records: How We Store Them

As registered psychologists, we are required to keep clear and accurate records of our work together. This includes things like your intake form, session notes, correspondence, and any reports or assessment materials.

 

We store your information securely using encrypted platforms that meet Australian privacy standards. Only your treating clinician can access your file, and we don’t share information without your consent (except in specific situations outlined in our Privacy & Confidentiality Policy).

 

We keep most records for 7 years after your final session, or until a child client turns 25, whichever is longer, in line with Australian health regulations.

 

If you’d like to know what’s written in your file, you can ask us at any time. We’ll talk with you about the safest and most supportive way to share that information.

 

📄 View our full Record-Keeping Policy.

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​🔐 Staying Safe & Secure Online

We use secure digital platforms to deliver therapy, manage client files, and communicate with you. We also take steps to support your privacy, comfort, and access needs online.

 

If you’d like to know more about how we manage digital safety, or how to protect your own information, you can:

📄 View our Digital Access & Cyber Safety Policy.

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✍️ Your Right to Be Informed & Involved

Informed consent is a key part of working together. It means you understand what psychological services involve, feel comfortable asking questions, and have the right to participate in a way that feels safe and respectful.

We want you to feel informed, empowered, and never pressured. Consent is not a one-time event, it’s something we revisit together throughout your care.

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You can read our full Informed Consent Policy here:

📄 View the Informed Consent Policy.

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🤝 Your Rights and How We Work Together

At Time & Space Psychology, we want therapy and assessment to feel safe, respectful, and collaborative. That means being clear about what you can expect from us, and what we ask in return.

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You have the right to be treated with compassion, access inclusive support, ask questions, and make informed choices. In return, we ask for open communication, respect for boundaries, and shared responsibility for creating a meaningful space together.

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📄 View our full Client Rights & Responsibilities Statement.

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​🚨 Our Safety Steps During Online Sessions

Because we work remotely, we have a few safety protocols in place, just in case something unexpected comes up during a session.

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While we are not a crisis service and do not provide high-risk support, we still have a duty of care to respond appropriately if risk becomes apparent.

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Here’s what you can expect:

• At the start of each session, we’ll check where you are physically located;

• If risk arises unexpectedly, we’ll work with you to develop a safety plan;

• If we cannot ensure your safety via Telehealth, we may pause or end services and support you to connect with a more intensive local provider;

• In serious situations, we may need to contact emergency services. We’ll always aim to do this collaboratively and with care.

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📄 For more details on how we manage safety and emergencies during online sessions, see our Telehealth Policy.

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💻 Making Telehealth Work Smoothly

All our sessions take place via Microsoft Teams, a secure and encrypted platform. You’ll receive a link by email and no login is required.

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To help things run smoothly, we recommend:

• Using a laptop or tablet if possible;

• Wearing headphones for sound quality and privacy;

• Having a stable internet connection (1.5 Mbps+) — you can test yours at speedtest.net.

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If there’s a tech issue, we’ll do our best to reconnect or continue by phone. You’re not expected to troubleshoot alone, we’ll always support you through it.

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📲 Want more detail about Telehealth setup, devices, privacy, or troubleshooting? See our Telehealth page and FAQs.

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📄 You can also view our full Telehealth Policy (PDF) for a detailed overview of how we manage online sessions, privacy, and accessibility.

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​💬 Sharing Feedback (or Concerns) With Us

We welcome feedback and take all concerns seriously. If something doesn’t feel right, or if there’s anything we could do better, you’re always welcome to speak with us. We aim to respond to all feedback with openness, care, and curiosity.

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You can:

• Speak directly with your psychologist;

• Share feedback via email (admin@timeandspacepsychology.com.au);

• Provide feedback anonymously, or let us know if you don’t want a response.

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📄 View our full Complaints & Feedback Policy.

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You can also read more about your rights in our Client Rights & Responsibilities Policy, which outlines what you can expect from us and how we work together.

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🌟 Questions or Clarifications?

We know policies can sometimes feel overwhelming, and you’re never expected to remember all the details. These guidelines are here to support safe, respectful care - for you, your family, and our team.

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If you’re unsure about anything, or if you’d like to talk through how a policy applies to your situation, you’re always welcome to reach out. We’re here to help you feel informed and comfortable as we work together.