Privacy Policy

1) Privacy Policy (NZ – Health Information Privacy Code 2020 & Privacy Act 2020)

Who we are
Holistic Therapy ("we", "us", "our") provides online counselling services in New Zealand. We are committed to protecting your privacy and keeping your health information safe and secure.

What this policy covers

This policy explains how we collect, use, disclose, store, and protect your health information in line with the Health Information Privacy Code 2020 (HIPC) and the Privacy Act 2020.

The information we collect

We collect:

  • Client details: name, contact information, date of birth, emergency contact.

  • Health information: presenting concerns, session notes, assessments, safety plans, referrals.

  • Technical: IP address, device information, and cookies on our website (for basic analytics and site functionality).

  • Payments: we do not store full card details ourselves. Card payments are processed by Stripe; booking and records are managed via Splose.

How we collect information

  • Directly from you (forms, emails, phone/WhatsApp, session conversations, telehealth).

    From third parties with your consent (e.g., GP/other providers) or when permitted/required by law (see “Limits to confidentiality”).

Why we collect and use information (purposes)

  • To provide counselling services (assessment, treatment planning, ongoing care, supervision).

  • To book appointments, take payment, send confirmations and reminders.

  • For practice management, quality assurance, supervision, and required reporting.

  • To respond to risks of serious harm or legal requests where required by law.

Legal basis

  • Your consent and our legitimate interests in providing a health service.

  • Compliance with the HIPC and relevant NZ health and consumer law

Limits to confidentiality (important)

We keep your information confidential except where disclosure is required or permitted by law, including when:

  • There is an imminent or serious risk of harm to you or others.

  • There are concerns about child protection or the safety of a vulnerable person.

  • We receive a lawful request (e.g., court order/subpoena).

  • For clinical supervision and quality assurance (minimised and de-identified where possible).

Telehealth

We offer sessions by secure video/phone. Telehealth carries some residual privacy risks (e.g., network reliability). We take reasonable steps to reduce these risks and use reputable providers. You are responsible for choosing a private, stable connection and environment.

Payment and third-party processors

Stripe (payments) and Splose (practice management) process certain information as our service providers. Their privacy and security practices apply in addition to ours. Some processing may occur outside NZ with appropriate safeguards.

Storage, security and retention

  • We store records in secured systems with access controls and encryption in transit.

  • We retain clinical records for at least 10 years from the last contact, unless a longer period is required by law or a shorter period is agreed where lawful.

  • When information is no longer required, we securely destroy or de‑identify it.

Your rights

Subject to legal exceptions, you have the right to access and request correction of your information. You can also ask about how your information is used or shared.

Complaints

If you have a privacy concern, please contact us first. If we can’t resolve it, you may contact the Office of the Privacy Commissioner (privacy.org.nz) or the Health & Disability Commissioner (hdc.org.nz).

Updates

We may update this policy to reflect changes in law or our services. The latest version will always be on this page.

2) Client Service Agreement & Informed Consent (Online Counselling)

Please read carefully and contact us with any questions before your first session.

Services and Fees

  • Service: Individual online counselling (video/phone)

  • Standard session: 50 minutes — $99 NZD

  • Payment: Pay at booking by card (Stripe) via our booking portal (Splose). Invoices available on request.

Booking, Cancellation and No-Show

  • You can reschedule/cancel up to 24 hours before your appointment at no charge.

  • Late cancellations (<24h) or no‑shows may be charged 100% of the session fee.

  • If we need to cancel, we will offer the earliest alternative time.

Telehealth Consent

  • You agree to receive services via secure video/phone and understand the risks and limits of telehealth.

  • You will use a private location and stable internet/phone where possible.

Confidentiality and its limits

We respect your confidentiality. Information shared in sessions is kept private except when disclosure is permitted/required by law, including:

  • Risk of serious and imminent harm to you or others.

  • Concerns regarding the safety of a child or vulnerable person.

  • Compliance with court orders or lawful requests.

  • Clinical supervision and quality assurance (minimised, de‑identified where possible).

Record-Keeping

  • We keep brief clinical records as required by NZ standards.

  • You may request access/correction of your records; we will respond within a reasonable timeframe.

Emergencies and Crisis Support

We are not an emergency service. If you need urgent help:

  • Call 111 (life‑threatening emergencies)

  • Text/Call 1737 (Need to talk? — 24/7)

  • Lifeline 0800 543 354 (text 4357)

Professional Standards

  • Services are provided under the NZAC Code of Ethics and the Code of Health & Disability Services Consumers’ Rights.

  • Status: NZAC Student Member under supervision. Supervisor details available on request.

Informed Consent

By booking and/or attending sessions, you confirm you:

  1. Have read and understood this Agreement and the Privacy Policy;

  2. Consent to receive online counselling;

  3. Consent to the collection and use of your information as described.