Terms of Service

Last updated: 28 August 2026  ·  Version 2.0

Perception In Your Pocket (PIYP) is a coaching, mentoring and applied wellbeing service. We connect you with trained, vetted practitioners for real-time, practical support. These terms explain what you can expect from us, what we expect from you, and the rules we work under. Please read them before you book.

1Who you are dealing with

Perception In Your Pocket (PIYP) is a technology platform that connects people with trained, vetted practitioners for real-time coaching and applied wellbeing support.

The PIYP platform, brand, frameworks, training materials and all associated intellectual property are owned by PIYP Global, Dubai, United Arab Emirates.

Services in Australia are supplied under licence by the Australian operator: Trent WL Shaw trading as Perception In Your Pocket , ABN 23 024 688 107 . This is the entity you contract with when you book and pay for a session in Australia. Where these terms say "we", "us" or "PIYP", they mean that operator.

All contact is by email: hello@piyp.com.au. Workplace and EAP enquiries: eap@piyp.com.au. We do not operate a phone line — email reaches the team that can actually resolve your issue, and we respond within 2 business days.

By booking a session, paying for time, submitting a form or using this website, you agree to these terms.

2How the platform works

PIYP is the platform and the party you contract with for your booking. Sessions are delivered by practitioners who are selected, trained and signed off by us before they meet a client, and who work under our standards and the Code described in clause 4.

We do not simply pass you to a stranger and step back. We match you, we support the practitioner, and we remain accountable to you for the service you booked. If something goes wrong, you deal with us — you do not have to chase an individual practitioner.

3What we are, and what we are not

PIYP provides coaching, mentoring, applied wellbeing and personal development support. Our practitioners work within a defined scope of practice and only within the areas they are trained and signed off in.

We do not provide clinical or medical care. Specifically, PIYP and its practitioners:

• do not diagnose, assess or label any condition;
• do not provide treatment, therapy or clinical case management;
• do not prescribe, adjust or manage medication;
• do not represent themselves as registered health practitioners, and do not use any protected title such as "psychologist";
• do not claim to be able to cure any illness;
• are not a crisis service and are not a substitute for emergency services.

We build awareness, direction and momentum. We do not label or diagnose.

If something you need sits outside our scope, we will say so plainly and point you to the right place.

4Our Code of Conduct and how to complain

PIYP practitioners are not registered under the Health Practitioner Regulation National Law. In Queensland, workers who provide a service intended to maintain or improve a person's health and wellbeing, and who are not registered, must comply with the National Code of Conduct for Health Care Workers (Queensland). That Code is prescribed under the Health Ombudsman Regulation 2024 (Qld) and is overseen by the Office of the Health Ombudsman (OHO).

We hold ourselves to that Code. A full copy of the Code, and clear information about how to make a complaint to the Office of the Health Ombudsman, is published on our website at piyp.com.au/code-of-conduct, and is available on request.

5Your consent

Before your first paid session, your practitioner will confirm with you what the session will cover, what it will cost, what sits outside their scope, and what happens to your information. You can ask questions, change your mind, or stop at any point.

You confirm that:

• you are 18 or over, or you have the consent of a parent or guardian;
• you understand PIYP provides coaching and wellbeing support, not clinical or medical care;
• you are taking part voluntarily;
• the information you give us is accurate to the best of your knowledge.

Consent is ongoing, not one-off. You can withdraw it at any time by telling your practitioner or emailing hello@piyp.com.au.

6How our practitioners must behave

Every PIYP practitioner is selected, trained and signed off by us before they meet a client, and is bound by our internal code and the National Code of Conduct. That means they must:

• work safely and ethically, and only within their training and competence;
• refer you on when your needs sit outside what they can safely provide;
• never misrepresent their qualifications, training, affiliations or what our service can do;
• never enter a sexual or close personal relationship with a client;
• never financially exploit a client, accept a benefit for referring you on, or recommend time you don't need;
• never practise while impaired by alcohol, substances or a condition that would put you at risk;
• keep accurate, secure records of your sessions;
• report any other worker who is placing clients at serious risk.

If a practitioner falls short of this, tell us. See Complaints.

7Duty of care and escalation

If we believe you are in an emergency, in crisis, or at risk of harm to yourself or someone else, we have a duty of care and we will act on it. We may pause the session and help you reach the right emergency or professional service. Where we reasonably believe it is necessary to prevent a serious threat to life, health or safety, we may share information with emergency or professional services. We do this only to keep people safe.

8How sessions and time work

The first 10 minutes are free. After that, you pay for a block of time up front.

• Unused time carries over. If your call finishes early, the time you did not use is saved and carried to your next call. You do not lose it. Carried-over time is available for 12 months from the date you paid for it.
• Longer calls are paid after. If a call runs longer than the time you paid for, the extra time is charged after the call at the same per-minute rate. Your practitioner will tell you before you go over, and you can decline.
• You choose to continue. A practitioner will never extend a session or recommend more time unless there is a genuine reason for it.

9Fees and payment

Current rates are shown on our website and confirmed by your practitioner before you pay. All prices are in Australian dollars and include GST where GST applies.

Payments are processed securely by Stripe. PIYP does not see or store your full card number. Your payment details are handled under Stripe's own terms and privacy policy.

Concession: if you hold a pension or concession card, a lower rate is available. Ask your practitioner.

We may change our rates from time to time. A change never applies to time you have already paid for.

10Changing or cancelling a session

Life happens, on both sides. This clause applies equally to you and to us.

• You cancel or reschedule with more than 24 hours' notice: no charge, your time stays on your account.
• You cancel or reschedule with less than 24 hours' notice, or don't show: we may retain up to 50% of the booked block. We will always look at the circumstances first, and we waive it where the reason is genuine.
• We cancel or reschedule with less than 24 hours' notice, or your practitioner doesn't show: you get the full block back on your account plus your next 15 minutes free, or a full refund of that block if you would rather.
• Either of us can end the arrangement at any time, in writing, with no penalty. Any unused time you have paid for is refunded to you.

11Refunds and your consumer rights

If something has gone wrong

Tell us at hello@piyp.com.au. If a session was not delivered with due care and skill, or we did not deliver what we promised, we will make it right — by re-doing the session, crediting your account, or refunding you, depending on what suits you and how serious the problem is. We aim to resolve refund requests within 10 business days.

If you simply change your mind

Because this is a live, time-based service, time you have already used is not refundable for change of mind. Unused time is always yours — it carries over, and you can ask for it back as a refund at any time within 12 months.

12Your records and your privacy

Your practitioner keeps notes so we can give you good follow-up and continuity. We keep those records accurate, secure and confidential, and we handle your information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

You can ask us what we hold about you, ask us to correct it, ask for a copy, or ask us to pass it to another provider you choose. We will action reasonable requests promptly and without charge in most cases. Full detail is in our Privacy Policy.

13Insurance

PIYP maintains professional indemnity and public liability insurance appropriate to the services we provide. Evidence of currency is available on request to hello@piyp.com.au.

14Cookies, advertising and email

This website uses cookies. Cookies that are strictly necessary to run the site are always on. Advertising and measurement cookies — including the Meta (Facebook and Instagram) pixel — only load if you accept them in the banner when you arrive. You can change your mind at any time by clearing cookies for this site.

We deliberately do not run advertising or measurement tracking on pages that would reveal something about your wellbeing — booking confirmations, intake forms and survey results. What you discuss with a practitioner is never shared with an advertising platform.

If you join our email list, we will only send you marketing after you have opted in, we will always identify ourselves, and every email will have a working unsubscribe link. Unsubscribes are actioned within 5 business days and cost nothing. See our Privacy Policy for the full picture.

15Our claims, reviews and testimonials

Every review and story we publish is from a real client who gave permission for it to be used. We do not write, buy or incentivise reviews, and we do not delete genuine negative feedback. Names and identifying details may be shortened or changed at the client's request.

Results differ from person to person. Nothing on our website is a promise of a particular outcome, and we do not publish or promise income figures to practitioners.

16Your responsibilities

• Give us accurate information, and tell us if something material changes.
• Treat your practitioner and our team with respect. We may end a session or the arrangement if someone is abusive or threatening.
• Do not record a session without your practitioner's agreement.
• Keep what happens in group or couples settings confidential.
• Our materials, frameworks and tools stay ours. They are for your personal use, not for reuse, resale or training others.

17Liability

To the extent permitted by law, and subject always to the consumer guarantees described in clause 10, PIYP's liability for any claim connected to our services is limited to re-supplying the service or refunding what you paid for it. We are not liable for indirect or consequential loss. Nothing in these terms excludes, restricts or modifies any right you have under the Australian Consumer Law.

18Complaints

If you are unhappy with anything, we want to hear it early.

• Step 1 — Tell us. Email hello@piyp.com.au. We acknowledge within 2 business days and aim to resolve within 20 business days.
• Step 2 — Office of the Health Ombudsman (Qld). Independent, free, and you can go straight there without coming to us first. 133 646 · oho.qld.gov.au/make-a-complaint
• Privacy complaints — Office of the Australian Information Commissioner. 1300 363 992 · oaic.gov.au
• Consumer complaints — Queensland Office of Fair Trading, or the ACCC.

19Changes, governing law and contact

We may update these terms. The current version always lives on this page with the "last updated" date at the top. If we make a material change, we will tell existing clients by email before it takes effect. The version in force when you paid is the version that applies to that booking.

These terms are governed by the laws of Australia. Nothing in this clause limits your rights under the Australian Consumer Law, which applies to you as an Australian consumer regardless of where PIYP Global or any part of our group is based.

Questions about these terms: hello@piyp.com.au