Service Agreement

­­­­Welcome to Peninsula Therapy Hub! We are committed to providing quality paediatric play therapy services designed to support the developmental, emotional, and behavioural needs of children. These Terms and Conditions are intended to outline the mutual expectations, rights, and responsibilities of both Peninsula Therapy Hub and our valued clients and their guardians.

Our objective is to create a safe, supportive, and effective therapeutic environment. Adherence to these Terms and Conditions ensures that our services are delivered with the highest standard of professionalism and care. Please take the time to review this document carefully, as it contains important information about the provision of our services, privacy, confidentiality, payment terms, and other relevant aspects of therapy.

By engaging with Peninsula Therapy Hub and utilising our services, you, as the client or the guardian, agree to be bound by this service agreement. We encourage open communication and invite you to reach out to us with any questions or concerns regarding this agreement, so we can address them promptly and ensure your comfort and understanding.

Thank you for entrusting Peninsula Therapy Hub with your child’s therapeutic journey. We look forward to working together to achieve positive and meaningful outcomes.

2. How does this Agreement fit in with the NDIS?

This Agreement is made according to the rules and the goals of the National Disability Insurance Scheme (NDIS).

The participant and the service provider agree that this Agreement is in line with the main ideas of the NDIS. These ideas include things such as having more choices, achieving your goals and taking part in the community.

 

3. Nature of Services

All practitioners are qualified Child Play Therapists. We use a combination of contemporary evidence-based treatments including Humanistic, Learn to Play and Filial Therapy. Prior to commencing treatment your practitioner will discuss their proposed treatment approach with you and ensure you understand the rationale for the approach, including any identified risks.

4. Limitation to Services

Peninsula Therapy Hub is a private provider of child therapy services. Treatment is provided via prearranged, scheduled appointments. Practitioners have limited availability for contact outside of scheduled appointments. Practitioners may not have an opportunity to respond to between session contact prior to your next appointment so this should not be relied upon for emergency matters.

Peninsula Therapy Hub practitioners will only provide services that are within their professional capabilities, competence and role as a private provider of child therapy services. If treatment needs are identified that are outside of this scope your practitioner will endeavor to assist you identify alternative suitable providers.

 

5. Rights and Responsibilities 

What you can expect from us:

We promise to:

  • Treat you with kindness, respect and empathy

  • Listen to your feedback, concerns or preferences and work towards resolving problems quickly

  • Consult with you regarding decisions about how supports are provided

  • Keep your information private and secure

  • Provide supports in a manner consistent with all relevant laws, including the NDIS Act 2013

  • Communicate openly and honestly in a timely manner

  • Send you clear invoices and keep accurate records of the supports you receive

  • Give adequate notice of any changes in appointment format or time that is required

  • Liaise with relevant school staff and allied health professionals as required

  • Review the provision of supports frequently to ensure supports are meeting your needs

  • Complete reports as needed

What we ask of you:

To help us support you well, we ask that you:

  • Work with our team to shape your support plan

  • Let us know if anything changes with your NDIS plan or funding

  • Show respect to our team, just as we do for you

  • Give at least 48 hours of notice if you need to change or cancel an appointment

  • Tell us if you’re not happy or something is not working- we want to know!

  • A parent / caregiver is to always remain on the Peninsula Therapy Hub premises for the duration of the session

  • Give written notice if needing to end this Service Agreement

  • If you are a private paying client or self-managed NDIS client, pay all fees owing on the day of service via eftpos

  • Cover any costs if your funding provider cannot pay

 

6. Your Privacy and Information

At Peninsula Therapy Hub, we collect personal information such as your name, contact details, health history, and session notes to ensure we can provide the best possible support. This information is stored securely and used solely for therapeutic purposes.

We only collect what is necessary and will never share your or your child's information without your consent—unless required by law or in situations where safety is at risk (e.g. risk of harm to self or others, abuse, family violence, or under court order).

Your child’s treatment is confidential. Any limits to this confidentiality will be discussed with you during the first session. In some cases, therapists may discuss aspects of sessions (without identifying information) with supervisors for professional development and best practice. Occasionally, photos or recordings may be used for this purpose, with your consent. These materials will be securely stored and destroyed when no longer needed.

You have the right to access your (or your child’s) records, including session notes and reports. If any part of the record can’t be shared due to legal or safety reasons, we’ll explain why. To make a request or to withdraw consent at any time, please contact our Customer Service team on 0488 110 351.

We comply with the Privacy and Data Protection Act 2014 (Vic) and the Health Records Act 2001 (Vic). Records are kept for at least seven years, or until a child turns 25, in line with legal requirements.

Communication with Other Professionals

At Peninsula Therapy Hub, we work as a team to support each client. Do you give permission for us to talk to or request information from others involved in their care?

7. Appointments and Fees

The standard fees for a Play Therapy consultation is $210. Sessions are typically 50 minutes in duration, and additional sessions involving parents and care team attendance will be up to 60 minutes in duration where needed. Costs are in accordance with the current NDIS price guide.

Sessions will be held on a weekly basis at the Peninsula Therapy Hub premises, unless alternative arrangements have been discussed and mutually agreed upon by all relevant parties.

The day and time of each session will be negotiated between the child’s family, the care team (where appropriate) and the therapist.

Payment is due on the day of service unless you have a plan manager or specific financial agreement with us. Payment is accepted by card only. If your account has 1 or more unpaid sessions, future bookings will be cancelled until your account is up to date. A $25 processing fee applies to overdue invoices which is not claimable on your funding. If your account goes to debt collection, you will need to cover any extra costs.

A minimum of 12 Play Therapy sessions is recommended to support therapeutic progress, unless otherwise agreed. The total number of sessions will be guided by your practitioner’s professional assessment of your or your child’s needs and goals. As treatment responses vary, progress will be reviewed regularly and session plans adjusted accordingly.

 

If there are any changes to the session cost, you will be provided with a minimum of 28 days' notice.

 

Non face-to-face supports:

Supporting you (or your child) also happens outside of the therapy support.

This is called non face-to-face support—it’s work your therapist does behind the scenes to support your goals.

This might include:

  • Writing clinical notes, reports, letters or summaries

  • Creating therapy resources just for you

  • Calling or emailing your school/kinder/daycare, allied health practitioners or other stakeholders

  • Reviewing assessments or NDIS documents

  • Planning for your sessions

Do I get charged for this?

Yes—Every session has a non-face to face segment. In addition to session time additional tasks that take more than 10 mins will attract a cost consistent with the time spent. We’ll always talk with you about this first and get your OK.

 

Changing or cancelling appointments:

At Peninsula Therapy Hub, we understand that unforeseen circumstances may occasionally impact your ability to attend scheduled appointments. However, to ensure fair and effective service delivery for all clients, we kindly request adherence to the following policy regarding appointment cancellations, rescheduling, and attendance.

Notice Requirements

Clients are required to provide a minimum of 48 hours’ notice to cancel or reschedule an appointment without incurring a cancellation fee.

Notifications can be made via:

  • Clinic reception on 0488 110 351 (call or SMS)

  • Direct communication with your therapist via email

  • Email to info@peninsulatherapyhub.com.au

Timely notice allows us to manage clinical schedules effectively, offer appointments to other clients, and minimise service delivery costs.

Late Cancellations and Non-Attendance

Where less than 48 hours’ notice is provided, or where a client fails to attend a scheduled appointment without notice:

  • The full session fee will be charged, and

  • This fee must be paid prior to the client’s next scheduled appointment.

In such cases, the allocated session time may be utilised by the therapist to complete relevant clinical tasks, such as documentation, report preparation, resource development, or liaising with other members of the child’s care team.

 

Telehealth Alternative

Should the client be unable to attend in person, a telehealth session (via phone or video conference) may be offered during the originally scheduled time if appropriate for your child.

 

Late Arrivals

If you are late for an appointment your session may be less than 50 minutes in duration. Please note you will need to pay the full amount in these circumstances.

 

Repeated Missed or Cancelled Appointments

In the event that two or more sessions are missed or cancelled (regardless of the notice period provided), the client’s ongoing booking arrangement may be subject to review. This policy ensures fair and equitable access to services for all clients.

If you are planning to be away, please note that we are unable to hold your regular appointment time for more than two consecutive missed sessions. Should you wish to retain your appointment time during a longer absence, you will be required to pay the full session fee for each missed appointment in advance.

 

Cancellations for Group Programs

By signing up to a group program, you agree to participate in and pay for the full program—whether it's a term-based program or an intensive.

Please note that Group Programs have different cancellation rules. The standard 48 hours’ notice does not apply.

If you wish to withdraw from the program, you must provide 2 weeks’ notice.
If no notice is given and sessions are not attended, up to 4 weeks of service will be charged.

 

Appointment Reminders

As a courtesy, clients who provide a mobile phone number will receive an SMS reminder two days prior to their scheduled appointment. Please note:

  • Reminder messages are not guaranteed and should not be solely relied upon

  • Failure to receive a reminder does not exempt clients from late cancellation or non-attendance fees

Clients are responsible for keeping track of their appointment schedule and are encouraged to contact the clinic to confirm appointments if uncertain.

Managing NDIS Funds- Protecting Against Overspending

At Peninsula Therapy Hub, we are committed to helping families make the most of their NDIS funding. To support responsible fund management and prevent overspending, the following terms apply:

  1. Service Delivery Within Budget:
    Peninsula Therapy Hub will deliver services as outlined in the agreed Statement of Supports, ensuring they fit within the participant’s available NDIS budget.

  2. Responsibility for Budget Monitoring:
    It is the responsibility of the participant, their nominee, or plan manager to track and manage the NDIS budget. As Peninsula Therapy Hub does not have access to participant funding accounts, we are unable to monitor fund balances or take responsibility for insufficient funds.

  3. No Assurance of Ongoing NDIS Funding:
    NDIS funding is not guaranteed for all services. Should funds be exhausted or committed to other stated supports, any additional costs incurred will be the responsibility of the participant or their nominee.

  4. Notification of Plan Changes:
    Participants must notify Peninsula Therapy Hub immediately of any changes to their NDIS plan or funding.

  5. Pausing Services:
    Peninsula Therapy Hub reserves the right to pause or discontinue services if funding becomes insufficient or if payments are not received on time.

  6. Addressing Budget Concerns:
    In the event of potential overspending, Peninsula Therapy Hub will engage with the participant or their representative to review available options. This may include modifying service frequency to remain within the available budget.

By entering into this agreement, both Peninsula Therapy Hub and the participant agree to collaborate in managing NDIS funding effectively and responsibly.

8. Changes to this Service Agreement

Changes to supports or their delivery can be made at any time through discussion with the Play Therapist, either via email or phone through Peninsula Therapy Hub. If such changes are required, both parties agree to review and update this Service Agreement as needed. All amendments will be documented in writing and must be signed and dated by both parties to take effect.

Ending this agreement

If either party wishes to end this Service Agreement, a written notice of two sessions is required. This allows time to support a smooth ending to the therapeutic work. If the agreement is ended due to a serious breach by either party, this notice period may not apply. Please note that the cost of the two final sessions will still need to be paid, even if you choose not to attend them.

9.  Limitation of Liability

To the maximum extent permitted by law, Peninsula Therapy Hub, its employees and contractors are not liable for any loss, damage or injury (including consequential or economic loss) arising from the provision of services under this Agreement, except to the extent caused by Peninsula Therapy Hub’s gross negligence or wilful misconduct.

No Guarantee of Results
Peninsula Therapy Hub will provide services using contemporary, evidence-based play therapy practices and reasonable professional skill and care. However, therapeutic outcomes depend on many individual factors and therefore no specific results or improvements are guaranteed. Progress may vary between clients, and therapy may not achieve the goals initially identified.

 

10. Indemnity

The Participant (or their guardian/representative) indemnifies and holds harmless Peninsula Therapy Hub, its employees and contractors from any claims, costs, damages or liabilities (including legal fees on a full indemnity basis) arising from:
a)the Participant’s breach of this Agreement; or
b) any act or omission of the Participant or their guardian that causes harm to any person or property, except to the extent caused by Peninsula Therapy Hub’s gross negligence.

11. Health & Infection Control

To protect all clients and staff, the Participant agrees to:

  • inform Peninsula Therapy Hub if the child or accompanying person is unwell with a communicable illness; and

  • Reschedule the appointment if requested (if a suitable rescheduled appointment cannot be found, standard cancellation fees apply)

Peninsula Therapy Hub reserves the right to refuse or discontinue a session if illness or infection-control concerns are present. Standard cancellation fees may apply.

12. Force Majeure

Peninsula Therapy Hub will not be liable for any delay or failure to provide services due to circumstances beyond its reasonable control, including but not limited to natural disasters, pandemics, government restrictions, industrial action or power/internet outages. Either party may suspend or modify services during such events without liability.

13. Intellectual Property

All therapy resources, handouts, photographs, recordings, and written materials created by Peninsula Therapy Hub remain the intellectual property of Peninsula Therapy Hub. These materials may not be copied, shared or reproduced without prior written consent.

14. Telehealth & Privacy Responsibility

Where services are delivered by phone or video conference:

  • Peninsula Therapy Hub will take reasonable steps to ensure privacy and data security.

  • The Participant is responsible for maintaining privacy on their side of the session (e.g., secure internet connection, private space).

  • The Participant acknowledges that telehealth has inherent limitations and accepts the associated risks.

15. Termination for Cause

Peninsula Therapy Hub may suspend or terminate this Agreement immediately if:

  • payments remain outstanding beyond two (2) sessions without alternative arrangement;

  • the Participant or accompanying person engages in threatening, abusive or unsafe behaviour; or continuing therapy presents a risk to staff or other clients.

  • Fees for any sessions already delivered or cancelled at short notice remain payable.

16. Dispute Resolution

If a dispute arises, the parties will first attempt to resolve it in good faith through discussion with the Peninsula Therapy Hub Director. If unresolved within 14 days, the parties agree to attempt mediation before initiating legal action.

17. Feedback, Complaints & Your Voice

We are here to listen. Whether your feedback is big or small, we value what you have to say.

You can:

If you are funded by the NDIS and would prefer to speak with someone outside of Peninsula Therapy Hub, you can contact the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au or call

1800 800 110.

18. Peninsula Therapy Hub Policy Acknowledgement

I have read and understood the Complaints and Grievances Policy Yes/No

 

I have read and understood the Privacy Policy Yes/No

I have read and understood the Rights and Responsibilities Policy Yes/No

 

19. Acknowledgement of Service Agreement

It's important to us that you feel confident and informed about this Service Agreement.
If you have any questions or would like to discuss any part of it, please contact us on 0488 110 351 before signing.

By signing this Service Agreement, I acknowledge that:

  • I am responsible for paying my account at the conclusion of each session.

  • If payments fall more than two sessions in arrears and no alternative arrangement has been made, I understand that therapy will be paused or ceased.

  • I must notify the clinic or my treating therapist by phone, SMS, or email at least 48 hours before my scheduled session to avoid being charged a cancellation fee.

  • I am responsible for informing Peninsula Therapy Hub of any changes to my contact details, consent status, or funding arrangements.

  • I will communicate respectfully with all staff, in accordance with the Peninsula Therapy Hub Client Rights and Responsibilities Policy.

  • I understand that Peninsula Therapy Hub must collect and store relevant information to support my (or my child's) care, and that records will be retained in line with applicable legal requirements.

  • I or another caregiver responsible for my child, will remain on the Peninsula Therapy Hub premises for the duration of the session

  • I consent to my NDIS Therapy Support funds being used for direct service provision, non-face-to-face support, short notice cancellations, and NDIA-requested reporting.

  • I understand services will be charged according to the Peninsula Therapy Hub fee schedule (for NDIS clients, this aligns with the current NDIS Price Guide).