Privacy

What information we collect and why

When you book with us or submit an enquiry, we'll ask for:

Your contact details (name, email, phone)
Relevant background information to help us work together effectively
Health information necessary for providing therapy/coaching
NDIS participant number and plan details (if applicable)

We only collect what we actually need to do our job properly. No unnecessary forms, no data harvesting.

How we store your information

Your personal and health information is stored securely using encrypted, password-protected systems. This means:

Secure encrypted storage and transmission
Password-protected access
Regular security updates
Limited access (only Leanne and essential admin staff)

We comply with the Australian Privacy Act 1988 and Australian Privacy Principles (APPs), plus NDIS Practice Standards for privacy and confidentiality.

NDIS participants - what you need to know

If you're an NDIS participant, we:

Keep your information separate and secure as required by NDIS Practice Standards
Only share information with the NDIA when necessary for plan management or as required by law
Won't share your information with other providers without your explicit consent
Maintain records according to NDIS requirements (minimum 7 years)

When we might share your information

Generally, what we talk about stays between us. The exceptions are:

With your consent - if you ask us to coordinate with other providers, GP, etc.
Legal obligations - if there's serious risk of harm to you or others, or if required by court order
NDIS requirements - reporting to NDIA as needed for plan management
Professional supervision - de-identified information only, for quality assurance

Your rights

You can:

Ask to see what information we hold about you
Request corrections to your information
Ask us to delete your information (with some legal limitations)
Withdraw consent for how we use your information
Make a complaint if you're unhappy with how we handle your privacy

How long we keep your information

Clinical records are kept for 7 years from last contact (or longer if you're an NDIS participant and it's required). After that, they're securely destroyed.

Cookies and website stuff

This website uses basic analytics to see how people use it (like which pages are visited). No personal information is collected through website browsing. If you submit a contact form, that's stored securely and only used to respond to your enquiry.

Questions or concerns?

If you want to know more about how we handle your information, or if you have concerns, just ask. You can also make a formal complaint to the Office of the Australian Information Commissioner (OAIC) if needed.

Contact: hello@3mindsndservices.com.au

Last updated: 05 Feb 2026

Cancellation Policy

NDIS Participants

Life is unpredictable — we get it. If you need to cancel or reschedule, we just ask for as much notice as you can manage. If you cancel and can rebook within the same week (within 7 days of your original appointment), no fee applies — sorted. If you cancel with less than 2 business days' notice and can't rebook within that same 7-day window, 75% of the session fee will be charged to your NDIS plan. If you cancel with less than 1 business day's notice — or don't show up at all — 100% of the fee will be charged, unless you're able to rebook within the same week. We'll always do our best to work with you, but the shorter the notice, the harder it is to offer that spot to someone else who needs it.

Self-Managed & Private Clients

Same deal here — we're not about making things harder than they need to be. Cancel and rebook within 7 days of your original appointment? No fee. Cancel with less than 2 business days' notice and can't rebook within that same week? You'll be invoiced for 75% of the session fee. Less than 1 business day's notice or a no-show without a rebook in the same week? That's 100% of the session fee. We promise to be as flexible as we possibly can — life happens, especially for our community — but short notice makes it genuinely difficult to offer that time to another person who's waiting for support.

Medicare Bulk-Billed Clients

If your sessions are bulk-billed through Medicare, the same cancellation timeframes apply — the difference is what happens when fees are charged. Because bulk-billing means we can't charge you the out-of-pocket gap, any late cancellation or no-show fee (75% or 100% of the standard rate) will need to be paid privately and out-of-pocket, as Medicare does not cover cancellation charges. We know that's not ideal, and we'll always try to work something out where we can — but just so there are no surprises, it's important to us that everyone is on the same page regardless of how they access our services.