Terms and Conditions of Service
by Dr JC Coetzee Clinical Psychologist
Last updated: 12 November 2025
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”).
By booking or attending a session, you acknowledge that you have read, understood, and agree to these Terms.
1. General
These Terms, together with your booking and fee agreement via the Zanda Health Client Portal, constitute the entire agreement between you and Dr Coetzee.
Variations, waivers, or cancellations of any of the Terms and Conditions of Service are only valid if agreed in writing by Dr Coetzee.
If any part of these Terms and Conditions of Service is found to be invalid or unenforceable, the remaining provisions remain in full force.
In the event of non-payment, you agree to pay all reasonable costs, charges, and legal expenses incurred in recovering outstanding fees.
2. Scope of Services
Dr Coetzee provides individual psychological therapy, counselling, and EMDR therapy.
Dr Coetzee does not prescribe medication or give any medical advice; please consult your GP or psychiatrist for medication management and medical advice.
Services are delivered in accordance with:
The Psychologists Board of New Zealand Code of Ethics
New Zealand College of Clinical Psychologists Guidelines
Health Practitioners Competence Assurance Act 2003
3. Emergencies
Therapy is not an emergency service.
If you are in crisis or at risk of harm, please contact your local Mental Health Crisis Team, call 111, attend an emergency facility, or notify your GP or psychiatrist.
Dr Coetzee does not provide after-hours or emergency services.
4. Appointments & Booking
Standard sessions are 50–60 minutes.
Please arrive or connect 5 minutes early. Late arrivals will not extend the session time.
Communication through email, portal messages, or text is limited to scheduling, brief updates, and administrative purposes.
Messages and emails are responded to during standard hours: Monday–Friday, 9:00 AM – 3:00 PM (excluding public holidays).
5. Recording of Sessions
Sessions will be audio recorded for clinical notes, supervision, or transcription.
You may request a written summary of your session.
If you do not consent to recording of sessions, please inform Dr Coetzee at the start of the session.
6. Fees and Payment
Private Clients
All fees are payable at the time of booking via the Zanda Health Client Portal.
Private clients must pay in advance to confirm bookings.
Outstanding accounts may be referred to a collection agency.
Interest on overdue amounts: 2.5% per month, accruing daily.
Fees are inclusive of GST and card processing charges, where applicable.
In the event of non-payment, you are responsible for any collection and legal costs incurred.
ACC Clients
ACC-funded sessions are covered under approved claims.
7. Cancellations, Rescheduling, and Refunds
7.1 Cancellations
Cancellations with more than 24 hours’ notice will be refunded minus a $15 NZD admin fee.
For cancellations with less than 24 hours’ notice the full session fee will apply and will not be eligible for a refund (except for medical emergencies).
7.2 Missed Appointments (No-Shows)
Private clients
ACC clients
Under ACC regulation, a maximum of five (5) missed or late-cancelled sessions per claim may be covered by ACC. Beyond this limit, the client is responsible for full payment of missed sessions, and continued service may be reviewed or discontinued at the discretion of the practitioner.
7.3 Rescheduling
You may reschedule via the Zanda Health Client Portal., by email, or text message.
Rescheduling within 24 hours of the appointment will be treated as a late cancellation.
Practice-Initiated Cancellations
In the event Dr Coetzee must cancel, you will receive a full refund or a rescheduled session at no extra cost.
8. Therapeutic Process and Disclaimer
Therapy is a collaborative process. Progress depends on active engagement and various personal factors. While evidence-based methods are used, specific outcomes cannot be guaranteed.
9. Professional Conduct
All professional activities adhere to:
The New Zealand Psychologists Board Code of Ethics
The NZ College of Clinical Psychologists’ Practice Standards
Regular professional supervision is undertaken to ensure best practice and quality of clinical services.
10. Limitations of Service
Services are limited to psychological assessment, therapy, counselling, and EMDR therapy.
No medical, psychiatric, legal, or emergency services are provided.
11. Standard Terms and Communication
All communications, scheduling, and payments are managed through the Zanda Health Client Portal., which complies with New Zealand privacy and data protection standards.
By using the Zanda Health Client Portal., you agree to its communication, privacy, and booking conditions.
Any variation to these Terms must be in writing and agreed upon by both parties.
12. Delivery of Services
Services are delivered as scheduled and billed individually.
Outbound or travel-based sessions (e.g., home visits, workplace consultations) may incur additional mileage fees at the current IRD rate plus GST.
Service durations are approximate and may vary based on clinical need.
13. Hours of Availability
Sessions and communications are available Monday–Friday, 9:00 AM – 3:00 PM, excluding public holidays.
14. Cessation of Services
If therapy is no longer clinically appropriate or therapeutic progress has plateaued, Dr Coetzee may discuss cessation of services and offer referral options.
In case of break in the therapeutic relationship the practitioner may terminate therapy at any point.
If either the client or the practitioner feel unsafe at any point in the therapeutic space either party may terminate therapy.
Unused prepaid fees will be refunded upon termination of therapy in accordance with the cancellation policy.
15. Disputes
Unresolved disputes may be referred to the Disputes Tribunal.
Claims must be made within 14 days of the service in question.
Liability is limited to fees paid or $1,000 NZD, whichever is lesser.
16. Ownership and Intellectual Property
All reports, notes, and therapeutic materials remain the intellectual property of Dr Coetzee until full payment is received.
In cases of cancellation or default, access to materials may be withheld.
17. Liability
Clients are responsible for assessing the suitability of services.
Dr Coetzee shall not be liable for any indirect, incidental, or consequential loss or injury except as required by law.
Maximum liability is limited to fees paid or $1,000 NZD.
Therapeutic advice is not a substitute for medical consultation.
18. Applicable Law
These Terms are governed by and interpreted in accordance with the laws of New Zealand.
19. Code of Ethics and Technology Use
All services are delivered in line with the NZ Psychologists Board Code of Ethics.
AI-assisted tools may be used to support administrative or clinical note processes under secure, confidential conditions.
Clients may opt out of AI-assisted record keeping at any time by written request.