Terms & Conditions
of Service

General

These Terms and Conditions govern all interactions and transactions between Dr JC Coetzee, Clinical Psychologist, trading as The EMDR Therapy Clinic (hereinafter “the practitioner,” “we,” “us,” or “our”) and you, the client.

These Terms, together with the client’s booking and fee agreement on the Zanda Health Client Portal, constitute the full agreement between the client and the practitioner. Variations, waivers, or cancellations of any terms are only valid if agreed to in writing. If any part of these Terms is found invalid or unenforceable, the remaining sections remain in full effect. In the event of non-payment, the client agrees to pay all reasonable costs and legal expenses incurred in recovering outstanding fees.

Scope of Services

The EMDR Therapy Clinic provides the following services as a Registered Clinical Psychologist with the New Zealand Psychologists Board:

• EMDR therapy
• EMDR SPORT (performance enhancement)
• Psychological therapy and counselling
• Psychological assessments

The practitioner does not prescribe medication, offer medical advice, offer legal or financial advice, or conduct assessments or provide reports for use in legal or disciplinary proceedings.

Emergencies

Appointments & Booking

All appointments are managed through the Zanda Health Client Portal. Standard sessions are 50 to 60 minutes in duration. Clients are expected to arrive or connect five minutes before the session start time. Late arrivals do not extend the session.

Communication

Email, portal messages, and texts are strictly for scheduling, brief updates, and administrative matters. Responses occur Monday to Friday, 9:00 AM to 3:00 PM, excluding public holidays. These channels are not suitable for clinical emergencies or urgent clinical matters.

Recording of Sessions

Sessions may be audio recorded for clinical notes, professional supervision, or transcription purposes. Clients may request written summaries of sessions. Clients who do not consent to recording must notify the practitioner at the beginning of the session.

Fees & Payment

All fees are payable at the time of booking via the Zanda Health Client Portal. Bookings are confirmed only once payment is received. Fees include GST and card processing charges.

• Outstanding accounts may be referred to a collection agency
• Overdue interest: 2.5% per month, calculated daily
• The client is responsible for any collection or legal costs associated with non-payment

Cancellations, Rescheduling & Refunds

• Cancellations more than 24 hours before the appointment are refunded minus a $15 administration fee
• Cancellations within 24 hours incur the full session fee, except in cases of genuine medical emergency

A missed appointment occurs when the client does not attend or connect to a scheduled session within 20 minutes of the start time. The full session fee applies.

Clients may reschedule via the Zanda Health Client Portal, email, or text. Rescheduling within 24 hours of the session is treated as a late cancellation.

If the practitioner must cancel, clients may reschedule at no cost or receive a full refund.

Therapeutic Process & Disclaimer

Therapy is a collaborative process. While evidence-based methods are used, psychological outcomes cannot be guaranteed. The client acknowledges that no specific therapeutic or functional outcome is assured, and that psychological therapy and EMDR therapy involve clinical judgement and inherent uncertainty.

• No guarantee exists that an assessment will result in a diagnosis
• No guarantee exists that external organisations will accept a diagnosis, report, or professional opinion
• The client remains responsible for all decisions made based on therapy or assessment findings

Professional Conduct

All practice adheres to the New Zealand Psychologists Board Code of Ethics, the New Zealand College of Clinical Psychologists Guidelines and Practice Standards, and the Health Practitioners Competence Assurance Act 2003. Regular professional supervision is undertaken.

Hours of Availability

Sessions and communications occur Monday to Friday, 9:00 AM to 3:00 PM. Current availability is visible in the Zanda Health Client Portal.

Cessation of Services

Therapy may be ended if therapy is no longer clinically appropriate, progress has plateaued, the therapeutic relationship has broken down, or either party feels unsafe. Unused prepaid fees will be refunded in accordance with the cancellation policy.

Disputes

Unresolved disputes may be taken to the Disputes Tribunal. Claims must be made within 14 days of the service in question.

Ownership & Intellectual Property

All reports, clinical notes, and materials remain the intellectual property of the practitioner until full payment is received. Access to materials may be withheld in cases of non-payment.

Liability

The client is responsible for determining the suitability of services for their needs. The practitioner is not liable for indirect or consequential loss except as required by law. Maximum liability is limited to fees paid or $1,000 NZD. Therapeutic advice does not replace medical consultation.

Technology Use

AI-assisted tools may be used for administrative or clinical note-support functions under secure, confidential conditions. Clients may opt out of AI-assisted record-keeping via written request. No AI system is used to replace clinical judgement.

The Zanda Health portal is used for communication, bookings, cancellations, and payments. By using the portal, the client agrees to its terms of use and data-handling processes.

Assessments

Assessment types may include cognitive, diagnostic, and psychometric assessments; trauma and personality assessments; and written reports, summaries, or letters. The following conditions apply to all assessments:

• Assessments may require multiple sessions
• Reports are released only after full payment has been received
• A diagnosis cannot be guaranteed
• The practitioner must remain impartial throughout the assessment process
• Assessments do not replace medical evaluation
• External organisations may accept or reject reports at their own discretion
• No assessments or reports will be provided for use in legal or disciplinary proceedings

EMDR Therapy

EMDR therapy uses Bilateral Stimulation, including eye movements, tapping, and tones, to support the processing of distressing memories. It does not require extensive talking or between-session homework.

EMDR therapy follows the standard eight-phase model. Readiness is assessed before any reprocessing work begins. The safety and stability of the client is always the first priority.

During and after EMDR therapy, clients may experience strong emotional or physical sensations, re-emergence of memories, vivid dreams, continued processing between sessions, or shifts in memory clarity. These responses are a normal and expected part of the therapeutic process.

Clients must disclose pregnancy, heart, ocular, or neurological conditions, dissociative symptoms, or active substance use prior to commencing EMDR therapy. Some conditions may require medical clearance before treatment proceeds.

Clients involved in legal proceedings must notify the practitioner before any EMDR reprocessing begins. EMDR therapy may alter memory clarity, emotional intensity, and specific details recalled. Legal consultation may be recommended in relevant cases.

Participation in EMDR therapy is entirely voluntary. The client may pause or stop at any time without consequence.

EMDR therapy notes, readiness checklists, and outcome records are stored confidentially. Confidentiality applies except where disclosure is legally required or serious safety concerns exist.

Applicable Law

These Terms and Conditions are governed by New Zealand law and are interpreted in accordance with the Health Practitioners Competence Assurance Act 2003, the New Zealand Psychologists Board Code of Ethics, and the New Zealand College of Clinical Psychologists Professional Guidelines.

Agreement