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Terms and conditions of service

In order for us to provide you with counselling services we abide by the following terms and conditions. By accessing our services you agree to abide by the same terms and conditions.

Privacy and security

We ensure that the information we capture is kept private. See our Privacy Policy for more information on this. We also use secure platforms to provide our service, including Zoom for online sessions, Wix for our secure website platform and Halaxy for storage of our customer records. These platforms are secure and regularly updated and abide by the relevant laws and regulations. 

Starting counselling

Where possible we will have an initial conversation with you via phone, prior to starting services. This allows us to meet you and understand why you are seeking our services, and provides you with the opportunity to talk with your counsellor and see if you feel we're a good fit. 

If you or we feel that this isn't the case we may make a referral to an alternative service, if we believe that will be more helpful to you. You can request a referral at any time, if you believe our services are not the best fit for your needs.

Canceling, re-booking and refunds

All fees are due at the time of booking. We accept PayPal and credit card payments only. 

Canceling or rebooking a session more than 48 hours in advance is free, and you will not be charged. The full fee will be refunded to you.

Canceling or rebooking a session within 24-48 hours will incur a 50% fee. The remaining fee will be refunded to you.

Canceling or rebooking a session within 24 hours will incur a 100% fee.

Ending counselling

Counselling can be ended at any time, if you no longer wish to receive services. You are not bound to continue counselling.

Please note that ending counselling may incur a cancellation fee if you have booked sessions and cancel within 48 hours. Please refer to the section above.

Contacting us

We believe we run our business in an ethical way and according to the Australian Counselling Association's code of ethics. If you have questions about our approach or would like to discuss our services or privacy policy in more detail, please feel free to contact us via email ( or phone (02 4244 2176)

Walk and talk therapy

Walk and Talk therapy is provided at the Lighthouse in Wollongong and last 50 minutes, starting and ending at the Top Deck car park. You will need to make your own way to the car park. In the event of heavy rain or other bad weather your counsellor may inform you that the walking option is unavailable. In the event of light rain you will have the option of alternatives. Alternatives we support are:

  • Continuing the walk in light rain

  • Meeting at a dry shelter or seating area, if available (Stuart Park is one alternative)

  • Switching to an online session at the same time

  • Rescheduling the walk and talk for another date and time

No fees or charges will be applied for these options. However, if you decide to cancel your session and not rebook, a cancellation fee may be applied.

Please note that during walk and talk therapy we will make every effort to avoid the disclosure of information within the hearing of anyone else. However, given the public nature of this approach there is a small risk that either you or the counsellor may be speaking if someone who knows you approaches. You need to be aware of this risk and take action to protect your own privacy at these times. Empatia Counselling is not responsible for information you accidentally disclose to others during walk and talk therapy.

Online sessions

Online sessions are provided via Zoom and require the following from you:

  • A computer (a tablet is fine, but a phone is usually not preferred) with a webcam and microphone to allow us to see each other and talk

  • A free Zoom account (or you can join as a guest)

  • A quiet place to take part in the session (a room with a closed door is perfect, to keep out noise and distractions)

  • A stable Internet connection

Please note that a stable Internet connection is required to ensure our sessions run smoothly without dropping out video or audio. It is recommended that you install Zoom prior to your session and run a test call, to make sure everything is working.

In the event of not being able to take part in a Zoom session we'll try and complete your session over the phone, although this is not our preferred approach. Please note that we cannot be held responsible for your own Internet or equipment, or the impact this has on your session.

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