1. Introduction
Lighthouse Mind & Soul Counselling Center (“the Center,” “we,” “our,” or “us”) is committed to protecting the privacy and confidentiality of all individuals who access our website and counselling services. This Privacy Policy explains how we collect, use, store, and safeguard personal information. By using our website or engaging our services, you consent to the practices described in this Policy.
2. Information We Collect
We may collect personal information necessary for providing counselling and administrative services. This may include your name, contact details, date of birth, emergency contact information, appointment history, assessment responses, session notes, and payment details. Information may be collected directly from you through intake forms, emails, phone calls, online booking systems, or during counselling sessions.
We collect only the information reasonably required to provide professional therapeutic services and manage appointments and billing.
3. Purpose of Collection
Personal information is collected and used for the purpose of delivering counselling services, scheduling appointments, processing payments, maintaining client records, communicating important service updates, and complying with legal and ethical obligations.
Your information will not be used for unrelated purposes without your consent.
4. Confidentiality of Counselling Records
All counselling sessions and related records are treated as confidential. Personal information will not be disclosed to third parties without your written consent, except under circumstances required by law or professional duty. Such circumstances may include situations involving risk of serious harm to you or others, suspected abuse requiring mandatory reporting, or compliance with a lawful court order.
Confidentiality is maintained in accordance with professional ethical standards and applicable legal requirements.
5. Data Storage and Protection
We take reasonable administrative, technical, and physical measures to safeguard personal information against unauthorized access, misuse, alteration, or disclosure. Client records may be stored in secure digital systems and/or protected physical files accessible only to authorized personnel.
While we take appropriate security precautions, no method of electronic transmission or storage is completely secure. Therefore, we cannot guarantee absolute data security.
6. Online Sessions and Digital Communication
For online counselling sessions, secure digital platforms are used where reasonably available. Clients are responsible for ensuring that they attend sessions from a private and secure environment. The Center is not responsible for breaches of confidentiality resulting from the client’s device, internet connection, or physical location.
Communication through email or messaging platforms may not be fully secure. By choosing to communicate electronically, you acknowledge and accept this potential risk.
7. Refund Cancellation and Policy
All counselling sessions must be paid in advance in order to confirm an appointment. Once a session is scheduled and payment has been received, the time slot is reserved exclusively for the client.
Clients who wish to cancel or reschedule an appointment must provide at least twenty-four hours’ prior notice. Cancellations made less than twenty-four hours before the scheduled session time, as well as failure to attend a confirmed appointment without prior notice, shall not be eligible for refund. In such instances, the full session fee will be retained.
Refunds, where deemed applicable under exceptional circumstances, will be processed within seven to ten business days using the original mode of payment. Completed sessions are strictly non-refundable.
The Center reserves the right to assess exceptional situations at its sole discretion and make decisions in the interest of fairness and professional integrity.
8. Online Therapy Agreement
Tele-Counselling Services Policy
By participating in online counselling sessions with Lighthouse Mind & Soul, the client acknowledges and agrees to receive therapeutic services through electronic communication platforms.
Online sessions are conducted through reasonably secure digital platforms; however, the client understands that no online system can guarantee absolute confidentiality. The client agrees to attend sessions from a private and secure location to protect their own confidentiality. The Center shall not be held responsible for breaches of privacy resulting from the client’s device, internet connection, physical environment, or third-party access on the client’s end.
The client understands that technical disruptions, including connectivity issues, may occur. In the event of significant disruption, reasonable efforts will be made to reschedule or continue the session as appropriate.
Online counselling services are not designed for crisis intervention or emergency situations. If the client experiences suicidal thoughts, immediate psychological distress, or medical emergencies, they agree to contact local emergency services or appropriate crisis support immediately. The Center shall not be liable for emergency situations occurring outside scheduled session time.
By proceeding with online sessions, the client provides informed consent for tele-counselling services.
9. Subscription Plan Policy
Ongoing Therapy Packages
Subscription plans are offered to provide structured and continuous therapeutic support over a defined period. Full payment for subscription plans must be completed prior to commencement unless otherwise agreed in writing.
Subscription sessions must be utilized within the validity period specified at the time of purchase. Unused sessions beyond the validity period may expire unless an extension is granted at the discretion of the Center.
Cancellations of scheduled sessions within a subscription plan must follow the standard twenty-four-hour cancellation policy. Missed sessions without adequate notice may be forfeited and will not be carried forward.
Subscription plans are non-transferable and may not be assigned to another individual. Once a subscription plan is activated or sessions have commenced, fees are non-refundable except under extraordinary circumstances determined solely by the Center.
The Center reserves the right to modify subscription pricing and structure with prior notice.
10. Client Consent Agreement
Informed Consent for Counselling Services
By engaging in counselling services at Lighthouse Mind & Soul, the client acknowledges that they are voluntarily seeking therapeutic support and understand the nature and purpose of counselling.
The client understands that counselling is a collaborative process designed to support emotional wellbeing, self-awareness, and personal growth. Counselling does not guarantee specific results and is not a substitute for medical treatment, psychiatric care, or emergency services.
The client acknowledges that sessions are confidential, subject to legal and ethical exceptions including risk of harm to self or others, mandatory reporting obligations, or lawful court orders.
The client agrees to participate actively in the therapeutic process, provide accurate information, and communicate relevant medical or psychological history that may impact treatment. The client also acknowledges understanding of the cancellation, refund, privacy, and online therapy policies.
By booking and attending sessions, the client provides informed consent to receive counselling services under the policies outlined by Lighthouse Mind & Soul Counselling Center.
11. Website Usage and Cookies
When you visit our website, certain non-identifiable information such as browser type, IP address, and usage patterns may be automatically collected to improve website functionality and user experience. This information does not personally identify you unless you voluntarily provide identifying information through contact forms or booking systems.
12. Sharing of Information
We do not sell, rent, or trade personal information to third parties. Personal information may only be shared where legally required, where necessary to protect safety, or where written consent has been provided.
In certain circumstances, limited information may be shared with secure payment processors strictly for transaction purposes.
13. Retention of Records
Client records are retained for a period consistent with professional standards and legal requirements. After the required retention period, records may be securely destroyed or permanently deleted.
14. Your Rights
You may request access to your personal information, request corrections to inaccurate information, or withdraw consent for certain uses of your data, subject to legal and ethical limitations. Requests must be made in writing and will be responded to within a reasonable timeframe.
15. Changes to This Policy
Lighthouse Mind & Soul Counselling Center reserves the right to update or modify this Privacy Policy at any time. Changes will be reflected on this page with an updated “Last Updated” date. Continued use of our services constitutes acceptance of the revised Policy.
16. Contact Information
If you have questions regarding this Privacy Policy or the handling of your personal information, please contact Lighthouse Mind & Soul Counselling Center using the contact details provided on our website.
Lighthouse Mind & Soul remains committed to creating a safe, respectful, and confidential environment where your story is handled with care and integrity.