Terms and Conditions

CLIENT TERMS AND CONDITIONS

Please review these terms and conditions, which outline the provision of my professional services. By booking an appointment, you confirm your agreement to these terms and conditions. If you cannot or do not wish to agree, please inform me before scheduling an appointment or proceeding with your therapy sessions.

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FREE INITIAL CONSULTATION

You may be offered a complimentary 20-minute online initial consultation. Please note that therapy is not provided during this consultation.

The consultation’s purpose is to allow me to explain my services, for you to outline your goals, to address any questions, and to agree on potential next steps (or not). During the call, an estimate of the number of sessions needed to address your issue may be provided based on the information shared at that time. Please note these estimates are approximate and subject to change.

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BOOKING & PAYMENT

In-person sessions:

A non-refundable deposit of $100/€100 is required at the time of booking your first in-person session. The remaining balance must be paid no later than 48 hours before the session. Refunds will not be issued for cancellations made within 48 hours of the session.

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Online sessions:

No deposit is necessary for online sessions; however, payment must be received at least 24 hours before the session's scheduled start time. Sessions without payment within this timeframe will be cancelled and may be offered to another client. It is your responsibility to ensure session fees are paid in advance to confirm your appointment.

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CANCELLATIONS, RESCHEDULING & REFUNDS

Cancellations and Rescheduling:
If you need to cancel or reschedule a session, please provide as much notice as possible. Notify me via email or phone at least 48 hours before an in-person session or 24 hours for an online session.

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Refunds:
Refunds are not provided for cancellations made less than 48 hours before in-person sessions or 24 hours before online sessions.

Session fees are charged for the time and expertise provided and do not guarantee specific outcomes. Consequently, no refunds will be issued for attended and paid sessions.

If you have purchased a discounted package or therapy program and choose to discontinue before completing all sessions, a prorated refund will be issued. The refund amount will be calculated after deducting the standard session fee for any sessions already attended.

 

Session Fees:
All fees will be disclosed before booking. Fees may be reviewed periodically and subject to adjustment. You will always receive confirmation of fees before booking.

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Payment Methods:
Payment options include credit/debit card, bank transfer, or PayPal™ for online sessions. Payments for in-person sessions can be made via bank transfer or in cash at the session's conclusion.

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CONTACT BETWEEN SESSIONS
Contact between sessions will be limited to phone, email, or text/WhatsApp during office hours (17:00–20:00 CET). Messages sent outside these hours will be addressed during office hours.

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MEDICAL OR PSYCHOLOGICAL CONDITIONS
I may ask about your medical history to identify potential contraindications to treatment and understand how your health may impact therapeutic goals. Please notify me of any medical changes during therapy or if returning after a break.

If you are under the care of a healthcare professional, such as a GP, psychologist, or psychiatrist, you may be required to seek their permission before therapy begins.

Please note that I cannot provide services if you have epilepsy or any form of psychosis.

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AGE RESTRICTIONS
You must be 18 or older to participate in online sessions. Clients under 18 must attend in-person sessions and be accompanied by a parent or guardian.

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ATTENDING YOUR SESSIONS
Ensure you are available at the session start time. If you expect to be late, notify me as soon as possible. While I will do my best to accommodate a full session, this may not always be possible depending on subsequent bookings.

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HYPNOTHERAPY RECORDINGS
Hypnotherapy recordings must not be used while driving, operating machinery, or performing activities that require your full attention. Recordings are for personal use only and may not be shared, copied, or sold under any circumstances.

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OUTCOME OF SESSIONS
While I strive to use my skills to help you achieve your goals, no guarantees are made regarding specific outcomes or resolutions of your issues.

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STANDARDS OF BEHAVIOUR
I will treat you respectfully and act in our mutual best interest throughout therapy. In return, you agree not to harm yourself, others (including me), or any property.

You must not attend sessions under the influence of alcohol or recreational drugs, except for prescribed medications. If you do, or if you demonstrate abusive or violent behavior, the session will be canceled, and further sessions may be refused without refund.

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CONFIDENTIALITY
All communications, including sessions, phone calls, and emails, are confidential and may be recorded in compliance with GDPR. Recordings and notes will be stored only while you remain a client and will not be shared except in the following cases:

• You provide explicit consent for confidentiality to be waived.

• A court order requires disclosure.

• Disclosure is necessary to prevent harm to yourself or others, report a crime, or protect minors.

If a referring healthcare professional requires a report, I will provide one upon request.

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LIABILITY & INDEMNITY
Under no circumstances shall Charlene Knoetze be liable for any damages, including but not limited to direct, indirect, or consequential damages arising from the professional services provided. You agree to indemnify and hold Charlene Knoetze harmless against any claims or losses arising from your participation in therapy.

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GOVERNING LAW
These terms are governed by the laws of Austria. Any disputes will be resolved exclusively within Austrian courts.

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UPDATES TO TERMS AND CONDITIONS
These terms may be updated without notice. Please review them if returning to therapy after an extended absence.

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DATA PROTECTION
Your personal data is collected, processed, and stored per my privacy policy. Booking an appointment indicates your acceptance of this policy. Changes to the policy may occur, so check the website periodically for updates.

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CONCERNS & COMPLAINTS
If you have concerns or complaints, please discuss them with me directly, and I will do my best to resolve them.

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STATEMENTS OF UNDERSTANDING
By signing the Client Agreement, you agree to these terms and confirm the following:

• You understand the scope of the therapies provided.

• You acknowledge that therapy outcomes are not guaranteed.

• Therapy is not a substitute for medical advice or treatment.

• You agree to provide accurate information and follow any recommendations to seek medical advice if necessary.

• You may terminate sessions at any time.

• You consent to the release of confidential information in cases of legal or ethical necessity.

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Please read the GDPR carefully to understand what you are agreeing to. Charlene Knoetze and BMST also consents to complying to these Regulations.

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