Privacy Policy
Effective Date: 1 July 2026
Introduction
Ulrika Christina Lowe Zenou t/as The Heart and Earth Collective ABN 87811855143 (“I”, “me”, “my”, or “the Practice”) is committed to protecting your privacy and handling your personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant Victorian health records legislation.
As a trauma-informed holistic counselling practice based in Melbourne, Victoria, I understand the importance of confidentiality and respect your right to privacy. This Privacy Policy explains how personal and health information is collected, used, stored, disclosed, and protected.
Contact Details
Practice Name: The Heart and Earth Collective
Counsellor: Ulrika Christina Lowe Zenou
Email: tina.zenou@gmail.com
Phone: +61 437 196 872
Website: theheartandearthcollective.com
What Information I Collect
I may collect personal information and sensitive information necessary to provide counselling and related services, including: names, addresses, email addresses, phone numbers, age, emergency contact details.
Also, Health and Sensitive Information such as
Information about your physical and mental health
Counselling notes and treatment records
Medical history relevant to counselling services
Referral information
Information you disclose during counselling sessions
Website Information
When you visit my website, information may be collected automatically, including: IP address, browser type, device information, website usage data, cookies and analytics information.
How Information Is Collected
Information may be collected via phone, email, or website forms, online appointment bookings, client intake forms, counselling sessions (in person and telehealth), correspondence and communications, referrals from healthcare professionals (with consent) and website analytics and cookies.
Your information is collected to:
Provide counselling and psychotherapy services
Assess your needs and develop appropriate support plans
Manage appointments and scheduling
Maintain client records
Communicate with you regarding appointments and services
Meet legal, ethical, insurance, and professional obligations
Improve website functionality and user experience
Online Booking and Practice Management
This practice uses Halaxy to manage appointments, client records, invoicing, and communications.
By booking an appointment or providing information through Halaxy, your information may be stored and processed through Halaxy’s secure systems in accordance with their privacy and security practices.
You are encouraged to review Halaxy’s privacy policy for further information about how your data is managed through their platform.
Telehealth Services
Where counselling services are provided via telehealth, reasonable steps are taken to ensure your privacy and confidentiality.
While secure platforms are used wherever possible, no internet-based communication can be guaranteed to be completely secure. By participating in telehealth sessions, you acknowledge and accept the inherent risks associated with online communication technologies.
Clients are encouraged to participate in sessions from a private location, use secure internet connections and protect their own devices and login details.
Storage and Security of Information
I take reasonable steps to protect your personal and health information from misuse, interference, loss, unauthorised access, modification, or disclosure.
Security measures may include:
Password-protected systems
Secure electronic record keeping
Restricted access to client information
Encrypted communications where available
Secure storage of physical records
Client records are retained in accordance with legal, professional, and ethical requirements.
Disclosure of Information
Your information will remain confidential except where:
With Your Consent
Information may be shared with healthcare providers or other professionals where you have provided consent.
Clinical Supervision
As part of maintaining professional standards, I may discuss aspects of my work with a qualified clinical supervisor. Identifying information is minimised wherever possible.
Legal Requirements
Information may be disclosed where required or authorised by law, including court orders, subpoenas, mandatory reporting obligations and legal investigations.
Serious Risk Situations
Confidentiality may be limited where there is a serious and imminent risk to your safety, the safety of another person and/or public safety.
You may request access to personal information held about you. Requests should be made in writing and will be considered in accordance with applicable privacy laws. In some circumstances, access may be limited where permitted by law.
If you believe information held about you is inaccurate, incomplete, outdated, or misleading, you may request that it be corrected. Reasonable steps will be taken to update information where appropriate.
Website Cookies and Analytics
This website may use cookies and analytics services to improve website performance and understand visitor behaviour. Cookies do not generally identify individual users but may collect information about website usage. You can modify your browser settings to refuse cookies if you prefer.
Third-Party Services
This practice may use third-party service providers, including:
Halaxy (practice management and online bookings)
Email service providers
Website hosting providers
Payment processing services
Telehealth platforms
These providers may collect, store, or process information in accordance with their own privacy policies.
Making a Privacy Complaint
If you believe your privacy has been breached, please contact me in writing using the contact details provided above. I will investigate your concerns and respond within a reasonable timeframe. If you are not satisfied with the outcome, you may contact the Office of the Australian Information Commissioner (OAIC).
Changes to This Privacy Policy
This Privacy Policy may be updated from time to time to reflect changes in legal requirements, business practices, or services. The current version will always be available on this website.
Contact
If you have any questions about this Privacy Policy or the handling of your personal information, please contact: tina.zenou@gmail.com at The Heart and Earth Collective.
Cancellation Policy
At The Heart and Earth Collective, I value your appointment time and strive to provide quality counselling services to all clients. To ensure appointments remain available for those who need them, the following cancellation policy applies.
Appointment Cancellations
If you need to cancel or reschedule your appointment, please provide at least 24 hours’ notice. Notice can be provided by phone, email or the online booking system.
Late Cancellations
Appointments cancelled with less than 24 hours’ notice may incur a cancellation fee of up to 100% of the session fee.
Missed Appointments
If you do not attend your scheduled appointment and have not provided notice, the full session fee may be charged.
Emergency Circumstances
I understand that unexpected situations can occur. Genuine emergencies, sudden illness, or unforeseen circumstances will be considered on a case-by-case basis.
Telehealth Appointments
The same cancellation policy applies to telehealth appointments. Clients are responsible for ensuring they have access to an appropriate internet connection and a private location for their session.
Late Arrival
If you arrive late, your session may need to finish at the scheduled time to avoid impacting other clients. The full session fee will still apply.
Payment of Cancellation Fees
Outstanding cancellation fees may need to be paid before future appointments can be confirmed.
By booking an appointment, you acknowledge and agree to this Cancellation Policy.