Privacy & Terms

Effective date: April 23, 2026  ·  By using this website, submitting a form, or booking a service, you agree to the policies below.

Privacy Policy

1. What this policy covers

This Privacy Policy applies to information collected through this website, contact forms, bookings, assessments, email communications, and related digital tools used in connection with services provided by Gui Toledo Counselling & Consulting.

It does not apply to third-party websites, platforms, or services you may access through external links.

2. What information may be collected

Depending on how you interact with the website or services, the following information may be collected:

• name
• email address
• phone number
• organization name
• preferred language
• booking details
• payment details processed through third-party providers
• assessment responses and related service information
• information you voluntarily submit through forms or email
• basic website usage data such as browser type, device type, pages visited, and cookies

3. How your information is used

Your information may be used to:

• respond to inquiries
• schedule and deliver services
• process payments
• send administrative messages related to bookings or services
• support assessment, planning, documentation, and follow-up
• improve website function and user experience
• meet legal, ethical, regulatory, and record-keeping requirements

Your information is not sold.

4. Privacy, confidentiality, and limits

4.1 Adults

Session content is confidential and will not be shared without your written consent unless disclosure is required by law.

Examples may include:

• risk of harm to yourself or others
• suspected abuse or neglect of a child or vulnerable adult
• legal requirements such as a court order or lawful request

4.2 Youth clients (ages 12–18)

When the client is under 19 years old, consent from a legal guardian is generally required unless legally exempt.

General updates may be shared with parents or guardians, such as overall themes, progress, or recommendations. Specific session content remains confidential unless:

• the youth consents to sharing
• safety concerns arise
• disclosure is required by law

Career decisions remain centred on the youth, not the guardian. Parents or guardians are responsible for disclosing any custody arrangements or legal agreements that affect consent.

4.3 Electronic communication

Email, web forms, and other electronic communications are used for convenience, but no method of electronic communication can be guaranteed fully secure. Please use electronic communication for administrative purposes unless otherwise agreed.

5. Heidi Health note-taking assistant

To support documentation quality and reduce manual note-taking during sessions, a note-taking assistant called Heidi Health may be used. Heidi Health is used only to support documentation and does not replace professional judgment. All clinical or counselling decisions remain solely the responsibility of the practitioner.

6. Forms, consent, and website use

When you submit a form on this website, you consent to the collection and use of the information you provide for the purpose of receiving a response, scheduling services, or continuing the intake process.

All forms clearly state why information is being collected, avoid implying medical treatment, legal advice, or guaranteed reimbursement, and make scope and assessment disclosures accessible.

7. Assessments, documents, and reports

Validated assessments may be used as part of counselling-informed and career-development work. These assessments:

• support reflection, direction, and decision-making
• are not diagnostic psychological tests
• do not replace psychological assessment by a registered psychologist

Written summaries, letters, forms, reports, or other documentation may be available upon request and may involve additional fees.

8. Data storage and retention

Records are stored using reasonable administrative, technical, and physical safeguards. Information is retained only as long as reasonably necessary for service delivery, legal obligations, ethical record-keeping, dispute resolution, and enforcement of agreements. Where appropriate, information that is no longer required will be securely deleted or anonymized.

9. Third-party service providers

Third-party providers may be used to support scheduling, payment processing, telehealth, form handling, secure storage, note-taking support, and related administrative systems. These may include services such as payment processors, booking platforms, video platforms, secure storage providers, form and email tools, and documentation tools.

Information is shared with such providers only as reasonably necessary to operate the practice or deliver services.

10. Your rights

Subject to applicable law, you may have the right to:

• request access to your personal information
• request correction of inaccurate information
• withdraw consent where legally and contractually possible
• request deletion where appropriate and permitted
• ask questions about how your information is handled

To make a privacy-related request, please use the contact page.

Terms of Use and Service Terms

11. Scope of services

Gui Toledo Counselling & Consulting provides counselling-informed, assessment-informed, career-development, leadership, and related behavioural support services.

Services do not constitute:

• medical treatment
• legal advice
• diagnostic psychological assessment
• emergency or crisis response

Insurance coverage or reimbursement is never guaranteed. Clients are responsible for verifying eligibility with their own provider or benefits plan.

12. Appointments, cancellations, and lateness

• Sessions begin and end at the scheduled time.
• Cancellations or rescheduling requests must be made at least 48 hours in advance, unless a different policy is stated for a specific service.
• Missed appointments or late cancellations may be charged at the full session fee.
• Late arrivals do not extend session time.
• If a client is more than 20 minutes late without notice, the session may be treated as completed and billed accordingly.

If a partner program, package, or external platform has a stricter cancellation policy, that policy may also apply where disclosed in advance.

13. Fees, payment, refunds, and chargebacks

• Payment is due at booking or immediately after the session unless otherwise stated.
• The person booking the service is financially responsible for payment, including youth bookings.
• Once a session has begun, or once preparatory work, assessment setup, onboarding, review, or analysis has started, fees are generally non-refundable.
• Requests for summaries, letters, forms, or special documentation may incur additional fees.
• NSF, failed payment, chargeback, or payment dispute issues may result in administrative fees.

Payment plans

Where a payment plan is selected, you acknowledge that you are purchasing the full program, not individual sessions. Payment plans are offered as a convenience and do not change your obligation to pay the full program fee. Voluntarily pausing, discontinuing, or failing to complete the program does not cancel the remaining payment obligation.

Processing fees

Payments may be processed through third-party providers such as Stripe. Transaction, merchant, and processing fees charged by such providers are generally non-recoverable. Where a refund is issued, any non-recoverable payment processing fees may be deducted from the refunded amount where legally permitted and where disclosed in advance.

No proration

Once a program has started, services are not prorated or revalued on a per-session basis unless required by law or expressly agreed in writing.

14. Client responsibilities

Clients agree to:

• participate honestly and respectfully
• provide accurate information
• complete agreed assessments, exercises, or preparation when relevant
• communicate changes in needs or goals
• use telehealth and in-person spaces appropriately

For youth clients, parents or guardians agree to respect the youth's autonomy in the exploration process.

15. In-person sessions and clinic space

Clients attending in person agree to:

• respect staff, property, and the space
• maintain safe and appropriate behaviour
• supervise minors outside sessions
• keep noise and disruption to a minimum

16. Telehealth / online sessions

Clients attending online agree to:

• join from a private and reasonably confidential environment
• minimize interruptions
• use a functioning internet connection and device
• disclose their physical location at the start of the session where required for regulatory or safety reasons

Telehealth involves risks, including technological failure, interruption, or unauthorized access.

17. Right to refuse, pause, or discontinue services

Services may be paused, declined, or discontinued where appropriate, including when:

• the client's needs fall outside scope
• payment issues remain unresolved
• attendance becomes inconsistent
• false or incomplete information is provided
• unsafe, disrespectful, or disruptive behaviour occurs
• a parent or guardian attempts to control youth session content or outcomes inappropriately

Where appropriate, referrals may be offered.

18. Emergency and crisis support

These services do not provide emergency or crisis response.

19. Intellectual property

All content on this website, including but not limited to text, layout, branding, graphics, forms, downloads, and related materials, is the property of Gui Toledo Counselling & Consulting or its licensors and is protected by applicable intellectual property laws.

You may not reproduce, modify, distribute, republish, reverse engineer, resell, or exploit website content without prior written permission, except as allowed by law. A limited, revocable, non-transferable, non-exclusive licence is granted for personal, lawful use of this website only.

20. External links and third-party platforms

This website may contain links to third-party websites or services. Those services operate under their own terms and privacy policies, which are outside the control of Gui Toledo Counselling & Consulting. Use of third-party services is at your own discretion and subject to their policies.

21. No guarantees

No outcome, result, reimbursement, licensing decision, job result, or personal transformation is guaranteed. The purpose of the work is to provide structured, ethical, evidence-informed support — not to promise a specific outcome.

22. Governing law

These policies and terms are governed by the laws of the Province of British Columbia and the applicable laws of Canada. Any disputes arising from use of this website or the services will be subject to the courts of British Columbia, unless another process is required by law.

23. Updates to this policy

These terms and policies may be updated from time to time. The most current version will always be posted on this website with an updated effective date. Continued use of the website or services after updates are posted constitutes acceptance of the revised version.

24. Contact

For questions about privacy, terms, records, or service policies, please contact:

Gui Toledo Counselling & Consulting
Downtown Vancouver, BC
guilhermegpt@hey.com