Terms & Conditions
Effective 1 July 2025
These Terms & Conditions govern the provision of psychological services by Mind Health Associates Pty Ltd (“Mind Health”, “we”, “us”) to clients (“you”, “your”). By booking or attending appointments, you agree to these terms.
1. APPOINTMENTS & SERVICES
1.1 Session Duration: Standard consultations are 50 minutes. Extended sessions (90-120 minutes) available on request.
1.2 Service Delivery: Services provided face-to-face, via telehealth (video), or telephone at practitioner discretion.
1.3 Practitioner Allocation: We reserve the right to allocate or change practitioners based on availability and clinical suitability.
2. FEES & PAYMENT
2.1 Current Fees: Published at mindhealth.com.au/fees and subject to annual review.
2.2 Payment Terms:
- Initial consultations/assessments: 50% non-refundable deposit required at booking
- Balance due at appointment
- Reports released only upon full payment
- Accepted methods: Credit/debit card, EFTPOS, HICAPS, direct debit
2.3 Medicare/Insurance: Where eligible, we process claims on-the-spot. You remain responsible for gap payments and any rejected claims.
2.4 Worker’s Compensation/CTP/NDIS: For insurer paid services including SIRA WorkCover NSW, WorkSafe VIC, CTP, and NDIS, we require written approval prior to sessions commencing.
→ Learn more about Fees & Rebates
3. CANCELLATION & RESCHEDULING
3.1 Deposit Requirements: A 50% non-refundable deposit is required to secure all appointments. This deposit is applied to your session fee upon attendance.
3.2 Notice Requirements
| Service Type | Required Notice | Late Cancellation | No Show/Short Notice |
|---|---|---|---|
| Standard appointments | 48 hours | 50% fee (forfeit deposit) | 100% fee (forfeit deposit + balance) |
| Assessments | 7 days | 50% fee (forfeit deposit) | 100% fee (forfeit deposit + balance) |
| NDIS appointments | 7 days | $116.99 | $233.99 |
| Group programs | 7 days | No refund | No refund |
| Report writing | 48 hours | Hours worked | Hours worked |
3.3 How to Calculate Notice: The 48-hour period is calculated from your exact appointment time. For example, if your appointment is at 2:00pm on Friday, you must cancel by 2:00pm on Wednesday. Monday appointments require notification by the preceding Friday 5:00pm.
3.4 Acceptable Cancellation Methods:
- Phone: 1300 084 200 (Monday-Friday, 9:00am-5:00pm)
- Online Portal: www.mindhealth.com.au/client-portal
- NOT accepted: Text messages, emails, after-hours messages, third-party notifications
3.5 Payment of Cancellation Fees:
- Credit/debit cards on file will be automatically charged
- Outstanding fees must be paid before future appointments can be scheduled
- Medicare, private health funds, and third-party payers do not cover cancellation fees
3.6 Emergencies: Genuine emergencies may be considered on a case-by-case basis, including:
- Sudden illness requiring medical attention (medical certificate required)
- Serious accidents (documentation required)
- Death in immediate family
- Natural disasters We reserve the right to request supporting documentation.
3.7 Repeated Cancellations: If you cancel three consecutive appointments or demonstrate a pattern of frequent cancellations, we will:
- Review your commitment to therapy
- Potentially terminate services to allow access for other clients
- Require prepayment for future appointments
3.8 Pre-paid Sessions: Non-refundable but can be transferred to a rescheduled appointment with appropriate notice.
3.9 Group Programs: Require 7 days notice. Mind Health reserves the right to modify, suspend or cancel group sessions. In such cases, clients may request a full refund or reschedule.
4. ATTENDANCE & CONDUCT
4.1 Punctuality: Arrivals >15 minutes late treated as no-show. Sessions not extended for late arrivals.
4.2 Zero Tolerance Policy: We maintain a safe environment for all. The following result in immediate termination:
- Violence, threats, or aggressive behaviour
- Harassment of staff or other clients
- Discrimination or hate speech
- Intoxication or substance impairment during sessions
- Damage to property
4.3 Repeated Non-Attendance: Three consecutive cancellations/no-shows may result in service termination.
5. CLINICAL POLICIES
5.1 Consent: You consent to assessment and treatment as recommended by your practitioner. → Learn about our approach
5.2 Confidentiality: Subject to legal requirements including mandatory reporting obligations and court subpoenas. → Privacy Policy
5.3 Emergency Services: We are not a crisis service. In emergencies call 000 or present to nearest hospital. → Crisis Support Resources
5.4 Communication: Practitioners not available outside scheduled appointments. Non-urgent matters addressed at next session.
6. RECORDS & REPORTS
6.1 Clinical Records: Maintained in accordance with professional standards and privacy legislation.
6.2 Reports: Completed within agreed timeframes after full payment. Complexity may affect delivery.
6.3 Access: You may request access to your records subject to professional and legal limitations.
7. PRIVACY & DATA
7.1 Collection: We collect personal and health information necessary for service provision.
7.2 Use: Information used only for treatment, administration, and legal requirements.
7.3 Security: Records stored securely with restricted access.
7.4 Full Policy: → View our Privacy Policy
8. COMPLAINTS & FEEDBACK
8.1 Internal Process: Complaints directed to Practice Manager at support@mindhealth.com.au or 1300 084 200
8.2 External Options:
9. LIABILITY & INDEMNITY
9.1 Professional Services: Provided with reasonable care and skill. No guarantee of specific outcomes.
9.2 Limitation: Liability limited to re-supply of services or refund of fees paid.
9.3 Indemnity: You indemnify us against claims arising from breach of these terms.
10. GENERAL TERMS
10.1 Entire Agreement: These terms constitute the complete agreement superseding prior arrangements.
10.2 Variations: We may update terms with 30 days notice via website or email.
10.3 Severability: Invalid provisions severed without affecting remaining terms.
10.4 Governing Law: Governed by laws of New South Wales, Australia.
By engaging our services, you acknowledge understanding and accepting these Terms & Conditions.
MIND HEALTH ASSOCIATES PTY LTD
ABN: 37 671 714 766
Phone: 1300 084 200
Email: info@mindhealth.com.au
Web: mindhealth.com.au
These terms and conditions (Terms and Conditions) regulate the relationship between you, a user of our services or this website www.mindhealth.com.au (Mind Health Website) and Mind Health Associates Pty. Ltd. (‘Mind Health’, ‘we’, ‘us’, ‘our’). These terms include our expectations for respectful client behaviour and our zero-tolerance policy for inappropriate conduct.
Last updated 19 June 2025.