Frequently Asked Questions
FAQ
Find answers to commonly asked questions about using Carlton Counselling Rooms.
What are the Wi-Fi credentials?
Network: 167_Carlton_Counselling
Password: jellybeans167
Can I visit the rooms before booking?
Yes! You're welcome to visit during business hours or book a free trial session to familiarize yourself with the space. Contact tim@carltoncounsellingrooms.com.au to arrange a visit.
Where can I park?
Street parking is available on Rathdowne Street and surrounding streets. Please observe all parking signs and time limits. There is limited off-street parking available — contact us if you need dedicated parking arrangements.
What amenities are available?
Each room includes comfortable seating, natural lighting, climate control, and a whiteboard. A shared kitchenette with tea/coffee facilities and a restroom are available in the common area.
Can I bring my own equipment or materials?
Yes, you're welcome to bring therapeutic materials, books, or equipment. Please ensure you take all personal items with you after each session and do not leave belongings in the rooms.
What should I do if I arrive early?
Please wait quietly in the common area or outside the room if your session starts soon. Do not enter a room that is currently occupied or interrupt ongoing sessions.
How do I book a room?
Log in to your account and navigate to the Calendar page. Click on any available time slot (shown in white), select your preferred room, and click "Book." Your booking will be confirmed immediately.
Can I book recurring sessions?
Yes! When making a booking, select the "Recurring" option and choose your preferred frequency (weekly, fortnightly, or custom). The system will automatically book your selected time slot for the duration you specify.
What if my preferred time is unavailable?
If your preferred time is booked, try selecting a different room or time slot.
Can I book multiple rooms at once?
Yes, you can book multiple rooms for the same time slot if you're running group sessions or need additional space. Each booking is charged separately.
Can I change or cancel a booking?
Yes. Go to "My Bookings" and click "Cancel" on the booking you wish to remove. Cancellations within 30 minutes of booking creation are free. After that, cancellation fees may apply depending on how much notice is given. For full details, see Pricing.
What happens if I'm running late?
If you're running late, please notify your client directly. Your booking time remains fixed, so late arrivals will reduce your available session time. The next practitioner's session will start on schedule.
What if a client doesn't show up?
No-shows do not affect your booking or billing. You're still charged for the room time as normal. We recommend having a cancellation policy in your client agreements.
Can I stay longer if no one has booked after me?
If the room is not booked afterwards you may stay for a short amount of time (~10 minutes) to finish up notes. Please keep the door open during this time, and be ready to vacate if another practitioner arrives.
What should I do if a room is occupied during my booking?
Politely knock and inform the occupant that you have the room booked. If the issue persists, contact Support immediately.
How does billing work?
Invoices are generated on the 1st of each month for all bookings made during the previous month. Invoices are due within 7 days of issue. Payments can be made online via the invoice link or by direct bank transfer.
Where can I see the full list of room charges?
For our full list of room charges and fees, please see Pricing.
What payment methods are accepted?
We accept online payments via credit/debit card through the invoice portal, or direct bank transfer to:
BSB: 067-873
Account: 1041 8017
Account Name: Carlton Counselling Rooms
What happens if I miss the payment deadline?
A late fee of $10 is applied to invoices not paid within 7 days. Continued non-payment may result in account suspension.
Can I view my billing history?
Yes. Go to the "Billing" page in your account to see all past invoices, payment status, and download copies for your records.
Do you offer any discounts or promotions?
Occasionally we offer promotions for new practitioners or bulk bookings. Check your email or the Billing page for current offers. Contact Support if you have questions about pricing.
How is my personal information protected?
We use industry-standard encryption and security measures to protect your data. Your information is never shared with third parties without your consent. Read our full Privacy Policy for details.
Can other practitioners see my bookings?
No. Your booking details are private. Other practitioners can see your display name (your initials), and that a room is booked during a specific time. If you’d like your display name changed, contact Support.
What should I do if I suspect a security issue?
Report any security concerns immediately to tim@carltoncounsellingrooms.com.au. This includes unauthorized access, door code sharing, or suspicious activity in the building.
How do I contact support?
Email us at tim@carltoncounsellingrooms.com.au. We aim to respond within 24 hours during business days.
What if I need urgent assistance during a session?
For urgent issues (e.g., building access problems, safety concerns), call the emergency number provided in your approval email. For medical emergencies, call 000.
Can I provide feedback or suggestions?
Yes! We value your feedback. Email tim@carltoncounsellingrooms.com.au with any suggestions, concerns, or ideas to improve the service.
How do I update my account information?
Log in and go to "My Profile" to update your contact details, ABN, insurance information, or other account details. Changes take effect immediately.