Pricing & Policies
Counselling & Coaching Fees
Transparent fees and clear policies, so you can focus on what matters. All prices are in AUD and inclusive of GST. Effective August 2026.
Counselling Fees
Sessions are booked one at a time, with no prepaid packages. The same fee applies whether your session is online or in person, with no location surcharge.
| Session Type | Included | Per Session | Total |
|---|---|---|---|
| Counselling Session (60 min) | 1 session | $175.00 | $175.00 |
| Concession Session (60 min) | 1 session | $150.00Subject to availability | $150.00 |
Change Play counselling sessions run for a full 60 minutes. Many practices book a 50-minute hour. The last ten minutes of a session is often where the work happens, and a session should not end at the moment it becomes useful.
Concession rate
A limited number of concession places is held open at any one time, at a full 60-minute session. The concession rate applies to holders of a current Health Care Card, holders of a current Pensioner Concession Card, and full-time students. Your card or student identification will be sighted at your first session. Places are limited and offered subject to availability.
If you are in financial difficulty and do not hold one of these cards, please raise it with me. I cannot promise a reduced fee, but I would rather have the conversation than have you go without support.
Medicare & mental health plans
Change Play counselling is not claimable under Medicare, and a GP Mental Health Treatment Plan cannot be used toward a session here. This is not a Change Play policy. Medicare's Better Access scheme covers psychologists, psychiatrists, and accredited mental health social workers and occupational therapists. It does not extend to counsellors.
If a rebate is essential to you, please say so before you book. If cost is the barrier, a psychologist working under a Mental Health Treatment Plan may leave you considerably better off, and I would rather tell you that now than after you have paid for a session.
Coaching Fees
All coaching sessions are 60 minutes. New coaching clients receive a complimentary 20-minute Discovery Call, with no charge and no commitment.
| Session Type | Included | Per Session | Total |
|---|---|---|---|
| Free Discovery Call (20 min) | — | Complimentary | Complimentary |
| Single Session (60 min) | 1 session | $385.00 | $385.00 |
| 6-Session Package | 6 sessions | $365.00 | $2,190.00 |
| 10-Session Package | 10 sessions | $330.00 | $3,300.00 |
Travel charges may apply
Where you request Diane to travel to your location outside of scheduled outreach days, a written quote is provided and agreed before any travel is undertaken. Travel is charged at $110/hr (portal-to-portal, incl. GST) plus the ATO kilometre rate ($0.88/km for FY2025–26), plus receipted accommodation and flights where applicable.
How Payment Works
Change Play uses Stripe to manage all client payments, a secure and globally trusted platform that encrypts and protects your card details.
Card registration required
A credit or debit card (Visa, Mastercard, or Amex) must be stored securely via Stripe before your first session. Your card details are encrypted and never seen or stored by Change Play directly.
Charged at session start
Payment is automatically charged to your stored card at the time your session commences. You don't need to do anything on the day.
Packages charged upfront
The full package amount is charged in a single transaction at the time of your first session in the package, unless otherwise agreed in writing.
GST invoices emailed automatically
A tax invoice (receipt) is automatically generated and emailed to you after each payment via Stripe. All fees are in AUD incl. GST.
Sessions will not proceed if no valid payment card is on file. Please ensure your card details are current. Update them at least 24 hours before your next session via your client portal.
Cancellation Policy
This policy applies to all counselling and coaching sessions and exists to protect appointment integrity for all clients.
| Notice Given | Fee Charged | How It Works |
|---|---|---|
| 48+ hours notice | No fee | Card on file is not charged. Appointment is released for rebooking. |
| 24–48 hours notice | $30 admin fee | Card on file is charged $30. Appointment is released for rebooking. |
| Less than 24 hours | 50% of session fee | Card on file is charged 50% of the booked session fee at time of cancellation. |
| No-show (no contact) | 100% of session fee | Full session fee is charged to card on file. Rebooking not available until fee is settled. |
How to cancel
Use the cancellation link in your booking confirmation email, or send an email to the address in your confirmation. Notice is calculated from the time your email is received. If something has happened and you cannot get to a computer, call or text.
Running late
Sessions commence and conclude at the scheduled time regardless of late arrival. The full session fee applies. More than 15 minutes late without contact is treated as a no-show.
Discretion for genuine hardship
Cancellation fees are waived at Diane's discretion for illness, emergency, bereavement, or crisis.
Refund Policy
Single Sessions
Fees for completed single sessions are non-refundable. If you are unsatisfied, please raise concerns with Diane directly so they can be addressed promptly.
Session Packages
Packages are non-refundable once purchased. Unused sessions cannot be transferred to another person or converted to a different service type. Packages expire 12 months from purchase.
Exceptional Circumstances
In cases of verified serious medical emergency, death of an immediate family member, or other extraordinary circumstances, Diane may at her sole discretion offer a pause/extension, credit, or partial refund of unused sessions.
Australian Consumer Law
Nothing in this policy limits or excludes any rights you may have under the ACL. You may be entitled to a remedy where a service has a major failure, is not provided with due care and skill, or is not fit for the agreed purpose. This policy's no-refund position applies to change-of-mind or voluntary discontinuation only and does not affect your statutory rights.
General Information
Change Play reserves the right to review fees annually. Existing package holders will not be subject to fee increases during their current package period. Counselling and coaching sessions are not currently claimable under Medicare or private health insurance. Change Play is not currently a registered NDIS provider. Please enquire directly if you are self-managed or plan-managed.
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