Terms & Conditions
Genevieve Gray — Muscles & Mind Limited
Last Updated: 27 July 2026
These terms apply when you work with me, Genevieve Gray, trading as Muscles & Mind Limited. Please read them before you sign the enrolment form, because signing it means you accept them.
What I offer
I offer one package: the RTT® Complete Package. It is one to one therapy and coaching, delivered online over Zoom, and it has three parts:
Neuro-education. Understanding what your nervous system is actually doing, and why it started doing it.
Regulation practices. Tools matched to your own pattern, so you can work with your nervous system rather than override it.
RTT hypnotherapy. Changing the belief underneath, with a personalised recording to take home.
You are assessed before you start and again at the end, so the change is measured against your own baseline rather than taken on trust.
The investment is $1,250 NZD for this package. I work with clients in New Zealand and Australia only.
If the number of sessions suited to you differs, we would agree the shape of your package and pricing before you start.
What this work is, and what it is not
I am an RTT Practitioner and Nervous System coach and educator. I am not a doctor, a registered psychologist, a psychiatrist or a psychotherapist, and I do not diagnose or treat medical or psychiatric conditions. I do not prescribe, and I will never advise you to stop or change medication. That is a conversation for the person who prescribed it.
This work sits alongside medical and psychological care rather than replacing it. If you are under the care of a GP, psychologist, counsellor or psychiatrist, I would encourage you to stay in that care while we work together, and I am glad to work alongside it.
I ask all clients to have appropriate medical checks completed before we begin. Anxiety and panic symptoms can be produced by thyroid conditions, low iron, blood sugar problems, heart rhythm issues and some medications, and those need medicine, not pattern work.
What this can feel like
You should know what you are agreeing to, so let me be straightforward about the harder parts.
This work involves going back to where a pattern was learned, which means we may sit with memories and feelings that are uncomfortable. People often become emotional in a session. In the days afterwards, some people notice things surfacing, feel unusually tired, or find their symptoms briefly louder before they settle. That is a normal part of the process rather than a sign something has gone wrong, and I will talk you through what to expect before we begin.
You are in control the whole way through. You can ask a question, take a break, decline to go somewhere, or stop entirely, at any point and without explaining yourself. If something comes up that needs more support than I can give, I will tell you so and help you find it.
Suitability, and my right to decline
Before you enrol you complete an intake and screening form, and we speak on a free initial consult. This is a genuine assessment, not a formality.
I may decline to work with you, or may end our work, if I believe the package is not appropriate or not safe for you, or if another form of care should come first. If that happens I will tell you plainly, I will explain why, and I will point you toward what I think would help instead. If I decline before we begin, any fee you have paid is refunded in full.
Your responsibilities
To answer the intake and screening questions honestly and completely, and to tell me if anything changes between completing the form and our sessions. To have your medical checks done. To attend sessions on time, in a private space, with a stable internet connection, and not while driving or supervising young children. To listen to your personalised recording daily as agreed, because the repetition is what makes the change hold. And to tell me if something is not working, so we can address it while there is still time to address it.
The initial consult
The initial consult is free and carries no obligation. It exists so we can both work out whether this fits your situation. It is a conversation, not a session, and no therapy takes place during it.
Fees and payment
The fee for the RTT Complete Package is $1,250 NZD, and you can pay in one of two ways:
In full: $1,250 NZD, by card or bank transfer.
Payment plan: $450 on booking, then two payments of $400.
Choosing the payment plan is a commitment to the full $1,250 fee, not a pay-as-you-go arrangement. The two instalments fall due fortnightly after your booking payment. Your booking is confirmed once the first payment is received and your enrolment form is signed.
If an instalment is missed, I will contact you, and I would much rather have that conversation than not. Sessions may be paused until the account is up to date.
Card payments are handled by Stripe. Bank transfers go to Muscles & Mind Limited.
Cancellations and rescheduling
Life happens, and I would rather move a session than have you attend one you cannot be present for. If you need to reschedule, please give me at least 24 hours' notice and we will find another time.
Everyone gets one late change per package, no questions asked. After that, a session cancelled with less than 24 hours' notice, or missed entirely, is treated as delivered, because the time was held for you and cannot be filled at short notice. I will always use judgement about genuine emergencies and illness.
If I need to reschedule, I will give you as much notice as I can and we will find a time that works for you.
Refunds
If I decline to work with you before we begin, your fee is refunded in full.
Once the package has begun, fees are not refundable. Sessions delivered are sessions paid for, because the work has been done and the time was held for you. If something significant changes and you cannot continue, tell me. I would rather talk it through than have you disappear.
If you want to stop partway through
You can stop at any time, and you do not have to justify it to me. Tell me by email so we both have it in writing.
Stopping does not end the fee. The package is booked and priced as a whole, and if you are on the payment plan the remaining instalments are still payable. Your transformation recording remains yours to keep and use, and your records stay held as described in my Privacy Policy.
Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
No guarantee of outcome
I will not promise you a result, and I would be wary of anyone in this field who does. This work is well established and I have seen it change a great deal for a great many people, but you are a person and not a machine, and outcomes depend on your situation, your history, and the work you do between sessions. What I do guarantee is that I will be honest with you about what I see, and that I will tell you if I think you would be better served by something else.
Your recording, and what you can do with it
Your RTT session itself is not recorded. Afterwards I write and record a personalised transformation recording for you, built from what came up in your session and worded for you specifically. It is licensed to you for your own personal use. Please do not share, copy, sell, publish or distribute it, and please do not use it with anyone else. It was built around one specific nervous system, which is yours.
All course materials, worksheets, recordings and written content I provide remain my intellectual property, and are for your personal use only. The recording is yours to keep for as long as you want it, and I hold a copy with your records for a short time.
Confidentiality, and its limits
What you tell me is confidential. The exceptions are the ones set out in my Privacy Policy: where you consent to information being shared, where there is a serious risk of harm to you or someone else, and where the law requires disclosure.
How I use AI
I use an AI assistant, Claude, made by Anthropic, to help draft written material, to help me prepare for sessions, and to help draft the wording of your transformation recording, which I then rewrite, approve and record myself.
It is not run during your session, and it decides nothing about your care. Everything that reaches you is read, edited and approved by me, and the clinical judgement is mine throughout. I have turned off the setting that would allow this material to be used to train AI models. You consent to this use when you sign the enrolment form, and you can ask me to work without AI assistance at any time, which changes nothing about the care you receive.
The detail of what is shared, with whom, and on what terms is set out in my Privacy Policy.
If you are in crisis
This is not a crisis service, and I am not available for urgent or after-hours support. If you are in immediate danger, or worried you might act on thoughts of harming yourself, please call 111, contact your GP, go to your nearest emergency department, or call or text 1737 to speak with a trained counsellor free, any time. In Australia, call 000, or Lifeline on 13 11 14.
Please tell me too, when you can. It changes what we do next, and it is not something I would think less of you for.
Contact between sessions
I answer client emails during business hours, Monday to Friday, 9am to 9pm NZST, and usually within one working day. I do not provide therapy by email or message, and I am not available for support outside those hours.
Privacy
How I collect, store and use your information is set out in my Privacy Policy at genevievegray.co.nz/privacy-policy. Please read it before you sign.
Liability
I will provide my services with reasonable care and skill. To the extent permitted by law, my total liability to you is limited to the fees you have paid me. I am not liable for indirect or consequential loss. Nothing here limits liability that cannot be limited by law, including under the Consumer Guarantees Act 1993 and the Code of Health and Disability Services Consumers' Rights.
Changes to these terms
I may update these terms, and the current version is always the one published on this page. The terms that apply to your package are the ones in force on the day you sign your enrolment form.
Complaints
If you are unhappy with any part of our work together, please tell me first, at info@genevievegray.co.nz. I would much rather hear it directly and put it right.
You do not have to come to me, and you are not limited to me. Anyone receiving health or disability services in New Zealand has rights under the Code of Health and Disability Services Consumers' Rights, and you can take a complaint to the Health and Disability Commissioner, which is free and independent, at hdc.org.nz or 0800 11 22 33.
You can also contact the Nationwide Health and Disability Advocacy Service on 0800 555 050, which is free, independent and confidential, and can support you through the process. I would rather you knew that than not.
Governing law
These terms are governed by New Zealand law, and the New Zealand courts have jurisdiction over any dispute arising from them.
Contact
Genevieve Gray
RTT® Practitioner and Nervous System Educator
Muscles & Mind Limited
Email: info@genevievegray.co.nz
Website: genevievegray.co.nz
Business hours: Monday to Friday, 9am to 5pm NZST