Terms & Conditions

Genevieve Gray (Muscles & Mind Limited)

Last updated: 11 October 2026

These Terms & Conditions explain what you can expect when working with Genevieve Gray, including the services provided, bookings, payments, cancellations, confidentiality and our respective responsibilities.

Please read these terms before booking or purchasing a service.

1. About my services

Genevieve Gray provides personalised coaching, stress and anxiety support, nervous system education, behaviour change support and Rapid Transformational Therapy (RTT®) hypnotherapy.

My work draws on my background in physiotherapy, healthcare, leadership, coaching and hypnotherapy.

Services may include:

  • Personalised 1:1 coaching

  • Stress and anxiety education and support

  • Nervous system education and practical regulation strategies

  • Breathing and body-based approaches

  • Behaviour change and wellbeing support

  • RTT® hypnotherapy

  • Workplace wellbeing workshops

Services are generally provided online, with selected in-person services and workshops available by arrangement.

Although I have a physiotherapy background, I am not providing physiotherapy services through this business.

My services are educational, coaching-based and therapeutic in nature, but do not replace medical assessment, diagnosis, psychiatric care or treatment from an appropriately qualified health professional.

2. Suitability and scope of practice

Before commencing paid services, we will usually have an initial consultation to discuss your concerns, goals and the support you are seeking.

I may ask you to complete an intake and consent form containing relevant health and personal information.

You agree to provide information that is accurate and sufficiently complete to help me assess whether my services are appropriate.

Some circumstances may require additional assessment or support from a GP, psychologist, psychiatrist or another registered health professional.

I may recommend that we delay, modify or discontinue services where I reasonably believe they are unsuitable, outside my scope of practice or potentially unsafe.

If I decide not to proceed before services commence, any payment received for services that will not be provided will be refunded.

My services are not suitable for managing an immediate mental health or medical emergency.

If you are experiencing an emergency, contact emergency services or an appropriate healthcare provider.

3. Services and fees

All prices are in New Zealand dollars.

The services currently offered include:

Standalone RTT® Hypnotherapy

$450

A focused RTT hypnotherapy service addressing an agreed concern or pattern.

This generally includes a preparation process, an RTT session and a personalised hypnosis recording where appropriate.

The specific inclusions and arrangements will be confirmed before booking.

Three-Month Personalised 1:1 Coaching

$1,500

A structured coaching programme comprising six sessions over approximately three months.

Sessions may incorporate stress physiology education, nervous system regulation, behaviour change strategies, breathing approaches, practical wellbeing support and other methods appropriate to your needs.

Available payment options are:

  • $1,500 upfront

  • Three monthly payments of $500

  • Six fortnightly payments of $250

All options have the same total programme price.

Payment plans are instalment arrangements for the agreed programme, not ongoing subscriptions.

RTT Upgrade

$200

RTT may be incorporated into a coaching programme where we agree that it is appropriate.

The upgrade is an additional fee and will be discussed before purchase.

Ongoing Coaching

$235 per 60-minute session

Ongoing coaching may be available following an initial programme or by individual agreement.

Sessions are booked and paid for separately unless another arrangement is confirmed in writing.

Workplace Workshops

Workplace workshops are quoted or agreed separately.

Workshop proposals will specify the session format, duration, participant numbers, fees, payment terms and cancellation arrangements.

Any written workshop agreement will take precedence where it differs from these general terms.

4. Booking and payment

Bookings are confirmed once any required intake information, consent and payment arrangements have been completed.

Payment is processed through Stripe or another agreed payment method.

For instalment plans, you authorise the agreed payments according to the payment schedule presented at checkout.

The total amount payable, number of instalments and payment dates will be confirmed before you commit.

Instalment plans do not continue indefinitely.

If a payment fails, I may contact you to arrange payment and may pause future sessions until the account is brought up to date.

I will not charge additional fees unless they have been disclosed and agreed to in advance.

5. Rescheduling and cancellations

I understand that circumstances change, and I aim to manage bookings fairly.

Individual sessions

Please provide at least 24 hours' notice if you need to cancel or reschedule an appointment.

Where less than 24 hours' notice is given, the session may be treated as used or a reasonable late-cancellation fee may apply, taking account of the circumstances and any costs or losses reasonably incurred.

I may waive a fee where appropriate, including in cases of illness, emergencies or exceptional circumstances.

If I need to cancel a session, I will offer a suitable alternative appointment or an appropriate refund where rescheduling is not possible.

Three-month coaching programme

The programme is designed to be completed over approximately three months.

We will agree on a reasonable schedule at the outset.

If you need to reschedule, please provide at least 24 hours' notice where possible.

Occasional changes can usually be accommodated. Repeated postponements may affect the continuity of the programme.

If you need to pause the programme for a significant period, please discuss this with me so we can agree on a reasonable arrangement.

Ending a programme early

If you decide to discontinue a programme, please contact me in writing.

Any refund or outstanding payment will be assessed fairly, taking into account:

  • Services already delivered

  • Any personalised work or materials already prepared

  • Reasonable costs incurred

  • Services not yet provided

  • The circumstances of cancellation

  • Your rights under applicable New Zealand consumer law

Paying by instalments does not automatically remove an obligation to pay for services already delivered or reasonable agreed costs.

Equally, you will not automatically be required to pay the entire remaining programme fee regardless of the circumstances.

We will discuss a fair resolution based on the services provided, the agreement and applicable law.

6. Refunds and consumer rights

I aim to provide services with reasonable care and skill and in accordance with the service description agreed with you.

Individual experiences and outcomes vary. No specific personal, emotional, psychological or health outcome can be guaranteed.

If you have concerns about a service, please contact me promptly so we can discuss them.

Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand legislation.

Where a service does not meet applicable consumer guarantees, you may be entitled to a remedy under New Zealand law.

7. Client participation and responsibilities

Coaching and hypnotherapy are collaborative processes.

You are encouraged to participate openly, ask questions and communicate any discomfort or concerns.

You remain responsible for decisions you make about your personal circumstances, health, employment, relationships and lifestyle.

You should not stop or change prescribed medication or medical treatment based solely on information discussed during our sessions.

Where appropriate, I may recommend that you consult a qualified health professional before making changes affecting your health.

You may decline an exercise or technique or request that a session be paused.

8. RTT and hypnosis

RTT involves hypnosis and other techniques intended to explore and work with thoughts, beliefs, associations and patterns.

Hypnosis is a collaborative process. You remain able to communicate during the session and may request that it stop.

Responses to hypnosis vary, and a particular result cannot be guaranteed.

Where appropriate, you may receive a personalised hypnosis recording for use between sessions.

Recordings are intended for your personal use only.

Do not listen to hypnosis recordings while driving, operating machinery or undertaking activities requiring your full attention.

Please advise me if listening to a recording causes distress or discomfort.

9. Confidentiality

Information shared during sessions and through intake forms is treated as confidential and managed in accordance with my Privacy Policy and applicable law.

Confidentiality is not absolute.

Information may be disclosed where:

  • You have authorised the disclosure

  • Disclosure is required or permitted by law

  • There is a serious threat to your safety or another person's safety and disclosure is legally justified

  • Disclosure is otherwise permitted under applicable privacy legislation

Where appropriate and practicable, I will discuss a proposed disclosure with you first.

10. Records, technology and AI-assisted administration

I use digital systems to manage appointments, intake forms, payments, communications and client records.

I may also use ChatGPT, provided by OpenAI, to assist with administrative work, drafting, organising information and preparing resources.

AI tools do not replace my professional judgement.

Where identifiable or sensitive client information is processed using AI, I will apply appropriate privacy safeguards and provide relevant information about this use in my Privacy Policy.

I remain responsible for reviewing information and making decisions about the services I provide.

11. Session recordings and materials

Sessions are not routinely audio- or video-recorded.

If a recording of a session is proposed, I will explain its purpose and seek your agreement beforehand.

Personalised hypnosis recordings, written resources and other materials supplied as part of a service are for your individual use.

Unless otherwise agreed, these materials must not be copied, published, distributed, sold or shared publicly without permission.

12. Communication between sessions

You may contact me with reasonable questions about appointments, agreed exercises or materials provided.

Communication between sessions is not an emergency or crisis support service.

I aim to respond during normal business hours, although response times may vary.

Additional coaching or therapeutic support outside scheduled sessions is not included unless expressly agreed.

13. Online appointments

You are responsible for arranging a private, suitable environment and a reliable internet connection for online sessions.

Please avoid participating while driving or undertaking another activity requiring your attention.

If technical problems prevent a session from proceeding, we will discuss a reasonable alternative.

14. Complaints and concerns

I welcome feedback and encourage you to raise concerns directly with me.

If you are dissatisfied with a service, please contact me with an explanation of the issue and the outcome you are seeking.

I will consider your concerns fairly and respond within a reasonable timeframe.

You retain any rights to pursue a complaint or remedy through the appropriate New Zealand authority or dispute-resolution process.

15. Changes to these terms

I may update these Terms & Conditions from time to time.

The version applicable to your booking or purchase will generally be the version provided when you entered into the agreement, unless we subsequently agree to a change or the law requires otherwise.

Material changes affecting an existing programme will be discussed with you.

16. Contact

Genevieve Gray
Hamilton, New Zealand
Online services across New Zealand and Australia

For questions about these terms, please contact me through the contact details provided on my website.