1. General Information

• STAR Space Ltd is a New Zealand-registered speech and language therapy practice providing assessment, intervention, training, and resources. Our policies align with the Health and Disability Commissioner (Code of Health and Disability Services Consumers’ Rights) Regulations 1996 and the Privacy Act 2020 to ensure safe, transparent, and ethical service delivery.

2. Booking and Attendance

• Advance Bookings: All therapy sessions must be booked in advance and are subject to therapist availability.
• Regular Attendance: Clients are encouraged to maintain at least 80% attendance each month to support steady progress.
• Non-Attendance Notice: If you are unable to attend, please provide a minimum of 24 hours’ notice (see Section 3 for cancellation details).

3. Cancellations & Rescheduling

• 24-Hour Policy: Sessions cancelled at least 24 hours prior to their start time are fully refundable or may be rescheduled.
• Within 24 Hours: Sessions cancelled within 24 hours of their start time will have the session fee held as credit, valid for 7 days. Unused credits expire thereafter.
• No-Shows (DNA): Full fees apply for missed sessions without notice.
• Therapist Cancellations: If STAR Space cancels a session, you may choose to reschedule or receive a full refund.

4. Payment & Refund Policy

Payments

• Payment Method: Sessions are paid in advance via our secure online system (no cash/EFT accepted).
• Reports & Resources: Non-therapy services such as comprehensive reports or training materials will be invoiced and are payable to our nominated NZ bank account.
• Receipts: Receipts and tax invoices are issued electronically upon request.
• Outstanding Invoices: Invoices are due within 7 days. Overdue accounts may attract late fees or suspension of future services.

Refunds

• Eligible Refunds: Refunds for sessions cancelled within the eligible period will be made to the original payment method.
• Credits: Late-cancellation credits must be used within 7 days or expire.
• Non-Refundable: No refunds are issued for non-attendance or expired credits.

5. Tele-therapy Services

• Platform: Tele-therapy sessions are conducted via Zoom (or an equivalent secure platform). Session links are provided by email in advance.
• Requirements: Clients must ensure a stable internet connection, working microphone and camera, and a quiet space.
• Technical Issues: If issues arise on the client’s end and prevent participation, the session may be charged in full.
• Confidentiality: All online sessions are conducted in accordance with our Privacy Policy and the Privacy Act 2020.

6. Privacy, Confidentiality & Data Protection

STAR Space is committed to protecting your personal information in compliance with the Privacy Act 2020 and the Health Information Privacy Code 2020.

• Collection of Information: We collect client information solely for the purpose of providing therapy, support, and communication services.
• Storage & Security: All client data is securely stored using encrypted systems.
• Access & Correction: Clients may request access to, or correction of, their personal information at any time.
• Disclosure: Information will only be shared with your consent or where required by law (e.g., risk of harm or court order).
• Tele-Health Privacy: STAR Space will not record sessions without consent.
• Email Marketing & Communications: By subscribing to our newsletter or providing your email, you consent to receive occasional updates from STAR Space (news, resources, events). You may unsubscribe at any time using the link in our emails or by contacting admin@star-space.co.nz

7. Expectations During Sessions

• Active Participation: Clients and families are encouraged to actively engage for best outcomes.
• Environment: Ensure sessions are conducted in a safe, respectful, and distraction-free space.
• Safety & Conduct: STAR Space reserves the right to pause or terminate a session if there are concerns about safety, respect, or inappropriate behaviour.

8. Liability & Disclaimer

• STAR Space provides services in good faith and in accordance with professional standards set by the New Zealand Speech-Language Therapists’ Association (NZSTA).
• We are not liable for any loss or damage arising from misuse of our services, failure to follow therapist guidance, or circumstances beyond our control (e.g., technical issues or force majeure events).
• These Terms do not limit any rights you may have under the Consumer Guarantees Act 1993..

9. Travel Fees & Additional Charges

• Mileage & Travel Time: For in-person sessions requiring clinician travel, clients will be charged for travel time and mileage based on current Inland Revenue Department (IRD) rates.
• Payment Terms: Travel invoices are issued after each session and due within 2 business days of the invoice date.

10. Changes to Terms

STAR Space may amend these Terms and Policies from time to time to reflect changes in law or practice. Updated versions will be posted on our website and, where material changes occur, notified by email.

11. Complaints & Feedback

We welcome feedback and are committed to resolving concerns promptly. If you have a complaint, please contact us at admin@star-space.co.nz or via our Contact Form.

12. Contact Us

For questions or concerns regarding these terms and policies, please contact us at:

• Email: admin@star-space.co.nz
• Phone: 027 484 3317 
• Contact Us Form

If you have any questions, please contact us at admin@star-space.co.nz.