Terms & Conditions

Tides & Trees
ABN 74 559 882 461

These Terms & Conditions apply to all services provided by Tides & Trees, including individual therapy, group programs, clinical supervision, telehealth, and any related services. By booking an appointment, joining a program, or otherwise engaging our services, you agree to these terms.

These terms operate alongside our Privacy Policy and our professional obligations under the Health Practitioner Regulation National Law and the Nursing and Midwifery Board of Australia (NMBA) standards. Nothing in these terms limits your rights under the Australian Consumer Law.

About Tides & Trees

Tides & Trees is a mental health practice on the Sunshine Coast, Queensland, providing evidence-based clinical care, including therapy, assessment, prescribing where clinically indicated, and clinical supervision. Services are delivered in clinic, outdoors, or via telehealth.

Services are provided by Steph Picanso, Mental Health Nurse Practitioner, endorsed by the Nursing and Midwifery Board of Australia (NMBA) through AHPRA. AHPRA Registration: NMW0002128563.

Services We Offer

Individual therapy (in clinic, outdoors as walk and talk, or via telehealth)
Group therapy programs (such as the Nature Connection Group)
Clinical assessment, diagnostic formulation, and treatment planning
Prescribing of medication where clinically indicated
Ordering and interpretation of pathology
Clinical supervision for clinicians and helping professionals
Referral to other practitioners where appropriate

Services are provided in accordance with current clinical best practice and within the scope of practice of a Mental Health Nurse Practitioner endorsed under AHPRA.

Booking and Appointments

Booking: Appointments are booked through our online booking system (Zanda), by email, or by phone. Confirmation will be sent by email or SMS.

Initial appointments: Initial assessments are 90 minutes and are held in clinic. You will be sent an intake form to complete before your first appointment.

Follow-up appointments: Follow-up sessions are typically 60 minutes.

Group program admission: Entry to group programs requires a 90-minute individual clinical assessment to confirm group suitability.

Telehealth appointments: Telehealth sessions are conducted via secure, encrypted video platforms. You are responsible for ensuring you are in a private environment with a stable internet connection.

Outdoor appointments: Walk and talk and other outdoor sessions take place at agreed locations on the Sunshine Coast. If weather makes outdoor sessions unsuitable, we may move the session indoors or to telehealth at no disruption to you.

Fees and Payment

Current fees: Fees for each service are displayed at the time of booking and will be confirmed before your appointment. Fees may change from time to time and the current fee schedule is available on request.

Payment: Payment is required at the time of the appointment unless otherwise agreed in writing. Payments are processed through our online booking system and secure third-party payment providers.

Medicare rebates: As a Mental Health Nurse Practitioner, Steph is eligible to provide services attracting Medicare rebates for eligible clients. You are responsible for any gap between the fee charged and the Medicare rebate received.

Private health insurance: Some private health funds may provide rebates for our services. You should check with your fund directly to confirm eligibility.

NDIS: We may be able to provide services to self-managed and plan-managed NDIS participants. Please contact us to discuss.

Unpaid fees: Outstanding accounts that remain unpaid for more than 30 days may be referred to a third-party collection service. You will be responsible for any reasonable recovery costs incurred.

Cancellation and Non-Attendance

We understand life happens, and that flexibility matters. However, late cancellations and missed appointments mean another person could not access that time. Our cancellation policy reflects this:

More than 48 hours' notice: no fee.

Between 24 and 48 hours' notice: 50% of the session fee may be charged.

Less than 24 hours' notice, or non-attendance: the full session fee may be charged.

Medicare and most private health insurers do not provide rebates for cancellation fees. Cancellation fees will be charged directly to the cardholder.

Where cancellation is due to genuine illness, emergency, or significant unforeseen circumstances, fees may be waived at our discretion.

Group programs: Because group composition and dynamics affect the experience for all participants, cancellation or withdrawal from a group program after the program has begun does not entitle you to a refund of fees already paid.

Outdoor Sessions and Group Programs: Risk and Consent

Outdoor sessions and group programs take place in natural environments. By participating, you acknowledge and accept that:

Outdoor environments carry inherent risks including but not limited to uneven terrain, weather, wildlife, and other members of the public
You are responsible for wearing appropriate clothing and footwear and for advising us of any physical conditions that may affect your participation
We reserve the right to cancel or relocate outdoor sessions where conditions are unsafe
Conversations in outdoor settings may be overheard by third parties despite our best efforts to choose private locations
For group programs, you agree to respect the confidentiality of other group members, while acknowledging that confidentiality between participants cannot be legally guaranteed

Communication Between Appointments

We aim to respond to emails and phone messages within two business days. Please note:

We are not a crisis service and do not monitor messages outside business hours
Email is not always a secure form of communication and we recommend not sharing detailed clinical information by email
If you are in crisis or need urgent support, please contact emergency services on 000, present to your nearest emergency department, or contact Lifeline on 13 11 14, Beyond Blue on 1300 22 4636, or 13YARN on 13 92 76

Crisis and Risk

Tides & Trees is not a crisis service. If you are at risk of harm to yourself or others, you should contact emergency services on 000 or present to your nearest hospital emergency department immediately.

Where clinical risk is identified during the course of care, we will work with you transparently on a safety plan and may communicate with your GP, family, treating team, or emergency services where this is appropriate or required by law.

Your Responsibilities as a Client

To get the most from your care, we ask that you:

Attend appointments on time, or provide reasonable notice if you cannot
Provide accurate and complete information about your health and history
Inform us of any changes to your medication, treatment, or other health professionals involved in your care
Treat staff and other clients with respect
Respect the confidentiality of other clients you may encounter (in person or in group settings)
Comply with reasonable clinical recommendations or discuss any concerns openly
Pay accounts in accordance with these terms

Our Responsibilities to You

We commit to:

Providing care that is evidence-based, ethical, and within scope of practice
Treating you with respect, dignity, and cultural safety
Maintaining your confidentiality in accordance with our Privacy Policy and professional standards
Communicating clearly about your care, including any prescribing decisions
Liaising with your GP and broader treating team where this supports your care, with your consent
Providing referrals or onward care when this is in your best interest
Acting in accordance with the NMBA Code of Conduct, AHPRA standards, and applicable law

Right to Refuse or End Services

We reserve the right to decline a booking or end an existing therapeutic relationship in circumstances including but not limited to:

Behaviour that is unsafe, disrespectful, or harmful to staff or other clients
Sustained non-attendance or non-payment
Where the level of care required exceeds our scope of practice
Where another service provider is better suited to meet your needs

Where we end services, we will provide appropriate notice and a clinical handover to another practitioner where possible, in accordance with our professional obligations.

Intellectual Property

All written materials, programs, frameworks, recordings, and content developed by Tides & Trees remain our intellectual property. You may use any materials provided to you for your personal therapeutic use, but may not copy, reproduce, distribute, or use them commercially without our express written permission.

Clinical Supervision Terms

Where you are engaging us for clinical supervision rather than therapy:

Supervision is provided in accordance with relevant professional standards
Supervision is not therapy and does not establish a therapeutic relationship
You remain professionally responsible for your own clinical practice and decisions
Notes of supervision sessions may be kept for professional development and audit purposes
Standard cancellation and payment terms apply

Limitation of Liability

To the maximum extent permitted by law, our liability is limited in accordance with the Health Practitioner Regulation National Law, the Civil Liability Act 2003 (Qld), and the Australian Consumer Law.

Nothing in these terms excludes, restricts, or modifies any guarantee, right, or remedy under the Australian Consumer Law or any other legislation where to do so would be unlawful.

Our liability for the services we provide is limited, where permitted by law, to:

Supplying the services again, or
The cost of having the services supplied again

Complaints and Feedback

If you have a concern about the service you have received, please raise it with us first so that we have an opportunity to address it. You can contact us at admin@tidesandtrees.com.au or 0490 726 276.

If you are not satisfied with our response, you may contact:

AHPRA / NMBA
Australian Health Practitioner Regulation Agency
Website: ahpra.gov.au
Phone: 1300 419 495

Office of the Health Ombudsman (Queensland)
Website: oho.qld.gov.au
Phone: 133 OHO (133 646)

Changes to These Terms

We may amend these Terms & Conditions from time to time. The most current version will always be available on our website. Continued use of our services after changes are published constitutes acceptance of the updated terms.

Governing Law

These Terms & Conditions are governed by the laws of Queensland, Australia. Any dispute arising under these terms will be subject to the exclusive jurisdiction of the courts of Queensland.