Terms and Conditions of Service
by Dr JC Coetzee Clinical Psychologist
MA (Clin. Psych), PhD (Psych), MNZCCP
New Zealand Psychologist Board Registration NR: 90-07323
Last updated: 5 December 2025
These Terms and Conditions outline the standards, expectations, and responsibilities that guide the therapeutic and professional relationship between the client and Dr JC Coetzee, Clinical Psychologist. They exist to support clarity, transparency, and a safe therapeutic environment.
By engaging in services—whether in-person or online—the client acknowledges that psychological treatment is a collaborative process requiring mutual understanding of boundaries, communication, privacy, fees, cancellations, assessment conditions, and professional obligations.
These Terms and Conditions apply to all services provided by Dr Coetzee, including EMDR therapy, private psychological sessions, assessments, and administrative interactions conducted via the Zanda Health client portal.
The client is encouraged to read this document carefully. If any section requires clarification, the client may raise questions at any time before or during engagement in services.
1. General
These Terms and Conditions (“Terms”) govern all interactions and transactions between Dr JC Coetzee, Clinical Psychologist (hereinafter “Dr Coetzee,” “we,” “us,” “our” or "the practitioner") and you, the client (“you” or “your”).
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 Dr Coetzee.
Variations, waivers, or cancellations of any terms are only valid if agreed to in writing by Dr Coetzee.
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.
2. Scope of Services
Dr Coetzee provides:
as a Registered Clinical Psychologist with the New Zealand Psychologists Board.
Dr Coetzee does not:
3. Emergencies
Therapy is not an emergency service.
If the client is in crisis or at risk of harm, they must contact:
Dr Coetzee does not provide after-hours or emergency support.
4. Appointments & Booking
All appointments are managed through the Zanda Health Client Portal.
Standard sessions are 50–60 minutes in duration
Clients are expected to arrive or connect 5 minutes early
Late arrivals do not extend the session
5. Communication limits
Email, portal messages, and texts are strictly for scheduling, brief updates, and administrative matters.
Responses occur Monday–Friday, 9:00 AM – 3:00 PM (excluding public holidays).
6. Recording of Sessions
Sessions may be audio recorded for clinical notes, supervision, or transcription.
Clients may request written summaries.
Clients who do not consent to recording must notify Dr Coetzee at the beginning of the session.
7. Fees and Payment
All fees are payable at booking via the Zanda Health Client Portal.
Bookings are confirmed only once payment is received.
Outstanding accounts may be referred to a collection agency.
Overdue interest: 2.5% per month, calculated daily.
Fees include GST and card processing charges.
The client is responsible for any collection/legal costs associated with non-payment.
8. Cancellations, Rescheduling, and Refunds
Cancellations
Cancellations more than 24 hours before the appointment are refunded minus a $15 admin fee.
Cancellations within 24 hours incur the full session fee, except for medical emergencies.
Missed Appointments (No-Shows)
A missed appointment occurs when the client does not attend or connect to a scheduled session.
Rescheduling
Clients may reschedule via:
Rescheduling within 24 hours is treated as a late cancellation.
Practice-initiated cancellations
If Dr Coetzee must cancel, clients may reschedule at no cost or receive a full refund.
9. Therapeutic Process and Disclaimer
Therapy is a collaborative process. While evidence-based methods are used, psychological outcomes cannot be guaranteed.
The client acknowledges:
no specific therapeutic or functional outcome is assured
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 opinion
the client remains responsible for decisions made based on therapy or assessment findings
10. Professional Conduct
All practice adheres to:
The Psychologists Board of New Zealand Code of Ethics
New Zealand College of Clinical Psychologists Guidelines and Practice Standards
Health Practitioners Competence Assurance Act 2003
Regular professional supervision is undertaken.
11. Standard Terms and Communication
All communications, scheduling, and payments occur via the Zanda Health Client Portal, which complies with NZ privacy and data-protection requirements.
By using the portal, the client agrees to its communication, privacy, and booking conditions.
Any variation to these Terms must be in writing and mutually agreed upon.
12. Hours of Availability
Sessions and communications occur Monday–Friday, 9:00 AM – 3:00 PM.
Current availability is visible in the Zanda Health Client Portal.
13. Cessation of Services
Therapy may be ended if:
therapy is no longer clinically appropriate
progress has plateaued
the therapeutic relationship breaks down
either party feels unsafe
Unused prepaid fees will be refunded according to the cancellation policy.
14. Disputes
Unresolved disputes may be taken to the Disputes Tribunal.
Claims must be made within 14 days of the service in question.
15. Ownership and Intellectual Property
All reports, notes, and materials remain the intellectual property of Dr Coetzee until full payment is made.
Access to materials may be withheld in cases of non-payment.
16. Liability
The client is responsible for determining the suitability of services.
Dr Coetzee 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.
17. Applicable Law
These Terms are governed by New Zealand law.
18. Code of Ethics
All services are provided in line with:
The New Zealand Psychologists Board Code of Ethics
The Health Practitioners Competence Assurance Act
NZCCP Professional Guidelines
The client can request information about ethical obligations at any time.
19. 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.
20. Assessments
Assessment types may include:
Cognitive, diagnostic, and psychometric assessments
Autism, trauma, and personality assessments
Functional or clinical assessments
Written reports, summaries, or letters
Important conditions:
Assessments may require multiple sessions
Reports are released only after full payment
A diagnosis cannot be guaranteed
The practitioner must remain impartial
Assessments do not replace medical evaluation
External organisations may accept or reject reports at their discretion
No assessments or reports for use in the legal or disciplinary procedures will be provided.
Adult Autism Assessment Approach
Dr Coetzee uses a neuroaffirmative, strengths-based approach recognising autism as natural neurodevelopmental variation. Assessment aims to understand developmental patterns in communication, cognition, sensory processing, and behaviour within the client’s lived context. DSM-5-TR criteria are used as a classification framework for clarity, not as a deficit-based interpretation of identity. Clients are responsible for checking whether external agencies will accept this approach for funding or support.
21. EMDR Therapy
Nature of EMDR Therapy
EMDR therapy uses Bilateral Stimulation (eye movements, tapping, tones) to support processing of distressing memories. It does not require extensive talking or homework.
EMDR Therapy Process
EMDR therapy follows the standard eight-phase model. Readiness is assessed before reprocessing begins.
EMDR Therapy Risks and Effects
Clients may experience:
These are normal and expected.
Medical and Psychological Precautions
Clients must disclose:
Some conditions require medical clearance.
Legal and Forensic Considerations
Clients involved in legal proceedings must notify the practitioner before EMDR reprocessing.
EMDR may alter:
memory clarity
emotional intensity
details recalled
Legal consultation may be recommended.
Voluntary Participation
EMDR participation is voluntary.
The client may stop at any time.
Documentation and Confidentiality
EMDR notes, readiness checklists, and outcomes are stored confidentially.
Confidentiality applies except where disclosure is legally required or safety concerns exist.
22. Agreement
By booking, attending, or engaging in any services with Dr JC Coetzee, the client confirms that they have read, understood, and agree to all Terms and Conditions outlined above.