Terms & Conditions

1. Introduction

Welcome to the website of [Practice Name] (“we”, “us”, or “our”). By accessing or using our website and services, you agree to be bound by these Terms and Conditions. If you do not agree to these terms, please do not use our website or services.

These Terms and Conditions apply to all visitors, clients, and users of our website and clinical services.

2. About Our Services

[Practice Name] provides [psychology/counselling/occupational therapy/speech pathology/social work/allied health] services. Our services are provided by qualified, registered professionals in accordance with the requirements of the Australian Health Practitioner Regulation Agency (AHPRA) and relevant professional codes of ethics.

Our services may include but are not limited to:

• Individual therapy and counselling sessions.
• Assessments and diagnostic evaluations.
• Group therapy programs.
• Telehealth (online/video) sessions.
• Workshops and psychoeducation.
• Reports and letters (additional fees may apply).

Please note that information provided on our website is for general informational purposes only and does not constitute clinical advice. A professional consultation is required for personalised recommendations.

3. Appointments and Bookings

Booking: Appointments can be made via [our website booking system/phone/email]. By booking an appointment, you agree to attend at the scheduled time or provide adequate notice of cancellation.

Confirmation: You may receive appointment confirmations and reminders via email or SMS. It is your responsibility to ensure your contact details are accurate and up to date.

Telehealth: Where services are provided via telehealth, you are responsible for ensuring you have a private, quiet space and a stable internet connection. Telehealth sessions are conducted in accordance with the same professional and ethical standards as in-person sessions.

4. Fees and Payment

Session fees: Our current fees are available on our website or upon request. Fees may be subject to change, and we will provide reasonable notice of any fee increases.

Payment: Payment is due at the time of your appointment unless otherwise arranged. We accept [payment methods — e.g., credit card, debit card, bank transfer, cash].

Medicare rebates: If you have a valid Mental Health Care Plan (MHCP) from your GP, you may be eligible for a Medicare rebate. The rebate is paid directly to you (or assigned to us if bulk billing is available). Please note that a gap fee may apply.

Private health insurance: Rebates may be available through your private health fund depending on your level of cover. Please check with your fund regarding your entitlements.

NDIS: If you are an NDIS participant, services may be funded under your plan. Please discuss your NDIS plan and funding with us before your first appointment to ensure appropriate arrangements are in place.

Invoices and receipts: Invoices and receipts will be provided after each session for your records and claiming purposes.

5. Cancellation and Non-Attendance Policy

Cancellation notice: We require a minimum of [24/48] hours’ notice for cancellation or rescheduling of appointments.

Late cancellation fee: If you cancel with less than [24/48] hours’ notice, a late cancellation fee of [$ amount or percentage of session fee] may apply. This fee cannot be claimed through Medicare, private health insurance, or the NDIS.

Non-attendance (no-show): If you do not attend your scheduled appointment without prior notice, the full session fee may be charged. This fee cannot be claimed through Medicare, private health insurance, or the NDIS.

Late arrivals: If you arrive late to your appointment, the session will still end at the originally scheduled time. The full session fee will apply.

Exceptions: We understand that emergencies and unforeseen circumstances occur. Please contact us as soon as possible if you are unable to attend, and we will do our best to accommodate you.

6. Confidentiality and Privacy

All personal and health information collected during the course of our services is treated as strictly confidential and handled in accordance with our Privacy Policy, the Australian Privacy Act 1988 (Cth), and the Australian Privacy Principles (APPs).

There are limited circumstances where confidentiality may be breached, including:

• Where there is a serious and imminent risk of harm to you or others.
• Where we are required by law to disclose information (e.g., mandatory reporting, court orders).
• Where you provide written consent for information to be shared with a third party.

For full details, please refer to our Privacy Policy.

7. Professional Boundaries and Communication

Communication between sessions: Our practitioners may not be available for ongoing communication between sessions. If you need to contact us, please do so via [phone/email] during business hours. Emails and messages will be responded to within [timeframe — e.g., 2 business days].

Emergency situations: Our services do not provide crisis or emergency support. If you are experiencing a mental health crisis or emergency, please contact: 

• Lifeline: 13 11 14 (24/7)
• Beyond Blue: 1300 22 4636
• Emergency Services: 000
• Crisis Assessment Team (CAT): Contact your local service

Social media: To protect your privacy and maintain professional boundaries, we do not accept friend or connection requests from current or former clients on social media platforms.

8. Telehealth Terms

Where services are delivered via telehealth (video or phone), the following additional terms apply:

• Telehealth services are provided using secure, encrypted platforms that comply with Australian privacy legislation.
• You are responsible for ensuring you are in a private, confidential space during your session.
• In the event of a technical failure during a telehealth session, your practitioner will attempt to reconnect. If the session cannot continue, you will be contacted to reschedule. You will only be charged for the time used.
• Telehealth may not be appropriate for all clients or all clinical situations. Your practitioner will discuss this with you.

9. Website Disclaimer

The content on our website, including articles, blog posts, and resources, is provided for general informational and educational purposes only. It is not intended as a substitute for professional clinical advice, diagnosis, or treatment.

You should not rely on any information on this website as an alternative to seeking professional advice from a qualified health practitioner. If you have specific concerns about your mental health or wellbeing, please consult a qualified professional.

We make reasonable efforts to ensure the information on our website is accurate and up to date, but we do not guarantee the completeness, reliability, or accuracy of any content.

10. Intellectual Property

All content on this website — including text, images, graphics, logos, and design — is the property of [Practice Name] or its content providers and is protected by Australian copyright law.

You may not reproduce, distribute, modify, or republish any content from this website without our prior written consent.

11. Limitation of Liability

To the fullest extent permitted by law:

• We do not guarantee specific outcomes from our clinical services. Results vary depending on individual circumstances.
• We are not liable for any loss, damage, or injury arising from your use of our website or reliance on information provided on it.
• We are not liable for any technical issues, interruptions, or errors on our website or booking systems.
• Our total liability to you for any claim arising from our services is limited to the fees paid by you for the specific service giving rise to the claim.

Nothing in these terms excludes or limits liability that cannot be excluded or limited under Australian Consumer Law.

12. Consent to Treatment

By engaging our services, you acknowledge that:

• You have been informed about the nature, purpose, and potential risks and benefits of the proposed treatment.
• You understand that you have the right to ask questions about your treatment at any time.
• You understand that you have the right to withdraw consent and discontinue treatment at any time.
• You consent to the collection and use of your personal and health information as described in our Privacy Policy.

For clients under 18 years of age, consent must be provided by a parent or legal guardian unless the young person is deemed a mature minor.

13. Complaints and Feedback

We value your feedback and are committed to resolving any concerns promptly. If you have a complaint about our services, please contact us directly using the details below.

If you are not satisfied with our response, you may lodge a complaint with:

• Australian Health Practitioner Regulation Agency (AHPRA): www.ahpra.gov.au | Phone: 1300 419 495
• Health Care Complaints Commission (HCCC) or your relevant state/territory health complaints body.
• Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au (for privacy-related complaints).

14. Changes to These Terms

We reserve the right to update or modify these Terms and Conditions at any time. Changes will be posted on this page with an updated “Last Updated” date. Your continued use of our website and services after any changes constitutes your acceptance of the revised terms.

15. Governing Law

These Terms and Conditions are governed by the laws of [State/Territory], Australia. Any disputes arising from these terms will be subject to the exclusive jurisdiction of the courts of [State/Territory], Australia.

16. Contact Us

If you have any questions about these Terms and Conditions, please contact us:

[Practice Name] Address: [Your Address] Phone: [Your Phone Number] Email: [Your Email Address] Website: [Your Website URL]