Terms and Conditions

Effective date: September 2026

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These Terms & Conditions apply to use of Naviva's website and to enquiries, bookings and services where no more specific written agreement applies. They are intended to work together with Naviva's Privacy Policy, service-specific consent documents, Fee Schedule, signed Service Agreements, agreed safety plans and any applicable court orders.

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1. About Naviva

Naviva provides counselling, telehealth, supervised child contact, supervised handovers/changeovers and transport support in connection with child and family services.

Services are provided subject to Naviva's scope of practice, assessment of suitability, capacity, safety considerations and any legal or professional requirements that apply to the particular matter.

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2. Enquiries and Service Suitability

An enquiry does not create a client relationship, guarantee that a service will be accepted or confirm a booking.

Naviva may request information or documents reasonably required to assess suitability, authority, consent, risk, safety or service arrangements. This may include relevant court orders, parenting arrangements or other documents.

Naviva may decline a referral or proposed booking where the service is outside scope, capacity is unavailable, required information is not provided, safety risks cannot be managed appropriately, or the arrangement is otherwise unsuitable.

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3. Bookings and Confirmation

A service may proceed only after any required intake, consent, risk-assessment and service-document requirements have been completed and Naviva has accepted the service.

For Children's Contact Services, a requested date and time is not secured or confirmed until full payment has been received by Naviva. Payment must be received at least 48 hours before the scheduled service. Until payment is received, the requested booking remains subject to availability.

Counselling booking and payment requirements are governed by the applicable Counselling Service Agreement and Fee Schedule.

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4. Which Document Takes Priority

These website Terms & Conditions provide general rules only. For an individual service, any signed Service Agreement, Fee Schedule, applicable court order, agreed safety plan or other service-specific written arrangement takes priority to the extent of any inconsistency.

Naviva's Privacy Policy applies to the handling of personal and sensitive information.

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5. Fees and Additional Professional Work

Fees depend on the service, duration, location, travel, venue requirements and any additional professional work. The applicable Fee Schedule or written quote will be provided during the enquiry or intake process.

Formal reports, additional report preparation, letters, document review, professional liaison, subpoena-related work, file preparation, court attendance, travel and other additional professional services may attract additional fees in accordance with the applicable Fee Schedule.

Routine post-session documentation for Children's Contact Services forms part of service delivery in accordance with the current Fee Schedule and is separate from a formal report.

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6. Cancellations, Non-Attendance and Refunds

At least 48 hours' notice is required to cancel or reschedule a scheduled service, subject to the applicable Service Agreement and Fee Schedule.

For Children's Contact Services, the applicable booked service fee may remain payable for a late cancellation, non-attendance, failure to present or make a child available, a child declining or being unable to participate after Naviva has reserved and made the service available, participant lateness, impairment, participant conduct or another service breach, as set out in the Service Agreement and Fee Schedule.

If a participant has not arrived within 15 minutes of the scheduled commencement time and attendance cannot be confirmed, Naviva may record the session as a non-attendance and conclude the booking. Staff are not required to remain at the venue after the booking has been concluded.

Participant lateness does not extend the scheduled finish time. If a child arrives late because of traffic, transport delay or another circumstance outside Naviva's reasonable control, the scheduled finish time will not automatically extend.

Refund requests are considered by Naviva on a case-by-case basis. Except where required by law, refunds or credits are not ordinarily provided in the circumstances identified in the applicable Service Agreement or Fee Schedule.

Where Naviva cancels a paid service and it cannot reasonably be rescheduled, the amount paid for that service will be refunded or credited as appropriate.

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7. Supervised Contact and Handovers

Supervised contact and handover services are child-focused and are provided independently and impartially. Naviva does not take sides, determine parenting arrangements or provide legal advice.

Locations and arrangements are subject to Naviva's assessment and approval. Community-based locations may be used where they are suitable for the child's needs, supervision requirements, accessibility, weather, venue rules and safety.

Participants may be required to use staggered arrivals and departures and must avoid direct interaction with another parent or caregiver unless Naviva has specifically approved that interaction.

Participants responsible for presenting a child must take reasonable steps to ensure the child is ready and available at the agreed location before the scheduled commencement time.

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8. Child Safety and Participation

The safety and wellbeing of the child is a primary consideration in child-related services.

Children will not be physically forced to participate in supervised contact. Where a child is reluctant or distressed, Naviva may provide reassurance, allow time, offer a break, modify the activity, pause the service or end the session where necessary for safety or wellbeing.

Naviva may intervene, pause, refuse to commence or end a service where safety concerns arise, service requirements are seriously breached, conduct is inappropriate, or continuing is not considered suitable for the child's wellbeing.

Naviva may refuse to commence, suspend or end a service where it reasonably believes a participant is impaired by alcohol, illicit drugs, non-prescribed substances or medication to an extent that may affect safe participation.

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9. Counselling and Telehealth

Counselling is provided where the service is appropriate to the client's needs and within Naviva's scope of practice. Suitability may be reviewed as circumstances change.

Telehealth may be provided by telephone or secure video conference where suitable. Clients should participate from a private and safe environment. A session may be postponed or discontinued if privacy, safety, technology or other risks cannot be managed adequately.

For children and young people, Naviva may need to confirm valid consent or other lawful authority before counselling begins. Age, maturity, understanding, circumstances, parental responsibility and relevant court orders may be considered.

To protect professional boundaries, impartiality and the integrity of both services, Naviva does not provide counselling and supervised contact services to the same family, whether requested at the same time or at different times. An appropriate external referral may be suggested.

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10. Transport Support

Transport may be provided as a standalone or associated service where Naviva has assessed and agreed the proposed arrangement in advance.

Availability and fees may depend on locations, travel time, timing, safety requirements and the overall service arrangement.

Specific transport instructions, collection and drop-off points, authorised persons and child-restraint or other safety requirements must be followed.

Transport will not proceed where required restraints or other safety requirements cannot be met. Unforeseen traffic, road closures, emergencies or other circumstances outside Naviva's reasonable control may affect available service time and do not automatically extend a scheduled booking.

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11. Reports, Records and Legal Proceedings

Naviva maintains service records. Children's Contact Services session records are intended to be factual and objective.

Formal reports may be prepared where requested and accepted by Naviva, required by a court order, or otherwise appropriate under the service arrangement. Formal reports and additional professional work may attract additional fees.

Records or reports may be produced where authorised or required by a valid subpoena, court order or other lawful process.

Naviva does not provide legal advice about whether a court will admit, rely on or interpret a document in a particular way. Independent legal advice should be obtained where required.

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12. Privacy and Confidentiality

Naviva handles personal and sensitive information in accordance with its Privacy Policy and applicable legal, professional and ethical obligations.

Confidentiality is not absolute. Information may be disclosed with consent, where reasonably necessary to provide or safely manage the agreed service, or where disclosure is authorised or required by law.

Examples may include serious safety concerns, child-protection or safeguarding matters, lawful reporting obligations, a subpoena, warrant, court order, complaint, legal claim or another valid legal process.

Please do not include unnecessary sensitive health, legal, family-violence, child-safety or other confidential information in a general website enquiry. Where detailed information is required, Naviva may arrange an appropriate intake or secure information-collection process.

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13. Conduct and Safety Requirements

Clients, parents, caregivers and other participants must behave respectfully and comply with reasonable instructions given by Naviva in connection with safety, child wellbeing, professional boundaries and the agreed service.

Threatening, abusive, intimidating, unsafe or seriously inappropriate behaviour may result in a service being refused, paused or ended.

Participants must provide information materially relevant to safety, consent, authority or the agreed service and must not knowingly provide false or misleading information.

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14. Suspension or Discontinuation of Services
Naviva may review, suspend, decline to continue or discontinue a service where it reasonably considers that continued service is no longer appropriate, safe, workable, within Naviva’s scope or operational capacity, or consistent with the child’s wellbeing or appropriate service delivery.

Where practicable, Naviva will provide reasonable notice. Immediate suspension or discontinuation may occur where required because of safety concerns, legal requirements, serious service breaches or other circumstances requiring prompt action.

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15. Complaints and Concerns

Clients and service participants may raise concerns or make a complaint with Naviva. Children and young people may raise a concern directly or with the assistance of a parent, caregiver, trusted adult or other appropriate person.

Complaints will be taken seriously and handled fairly, respectfully and as privately as practicable. Information about the complaints process is available on request.

Privacy complaints are handled in accordance with Naviva's Privacy Policy.

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16. Emergency and Crisis Situations

Naviva is not an emergency, crisis or 24-hour service.

If someone is in immediate danger, call Triple Zero (000). Clients needing urgent mental-health or crisis support should contact an appropriate emergency or crisis service.

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17. No Guarantee of Outcomes

Naviva will provide services with reasonable care and within its professional scope, but specific therapeutic, family, behavioural or legal outcomes cannot be guaranteed.

Use of supervised contact, counselling, reports or other services does not guarantee any particular decision or outcome in court or other proceedings.

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18. Website Information

Information on Naviva's website is general information only. It is not legal, medical or emergency advice and should not be relied on as a substitute for advice appropriate to an individual's circumstances.

Naviva may update website content, service information, fees, policies and these Terms & Conditions from time to time. The current version published on the website will show its effective date.

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19. Australian Consumer Rights

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.

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20. Governing Law

These Terms & Conditions are governed by the laws of Western Australia. Any dispute relating to these Terms & Conditions is subject to the jurisdiction of the courts and tribunals of Western Australia, subject to any law that requires otherwise.

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20. Contact

Naviva

Email: janelle@naviva.com.au

Website: naviva.com.au

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General enquiries may be made using the contact details or enquiry form published on Naviva's website.