Terms of Service

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1. The Terms and Conditions

The following are the general Terms and Conditions (the “Agreement”) which govern your access and use of our telehealth services. The services may be provided to you via multiple websites or applications whether owned and/or operated by us or by third parties, including, without limitation, the website Psychology Help Online and its related apps.

By accessing or using our online services, you are entering into this Agreement. You should read this Agreement carefully before starting to use the online services. If you do not agree to be bound to any term of this Agreement, you must not access the services.

2. Pricing of Consultations & Billing Policy 

The price of all services provided on Psychology Help Online are subject to pricing schedules reasonably determined by the Company and the Company reserves the right to reasonably set and amend the fees chargeable for services provided from time to time in a manner consistent with internal management of the Company.  The prices charged by the Company for the services provided are informed in part by the costs associated with the Company’s running and maintenance and overhead expenses. All pricing figures provided on the website are in Australian Dollars ($AUD). 

All reasonable steps will be taken by the Company to ensure that you, the client of the services provided will be notified of the pricing schedule and any changes thereof made by the Company to the prices in the schedule.

Payment for the services provided to you will be taken from the Direct Debit/Credit Card information provided at the time of registration. Debit/Credit Card information will be stored securely on a third party site (Halaxy). Payment for the services received by you are required by no later than the day upon which the service is received by you. You confirm and agree to use only Credit Cards or other payment means (collectively “Payment Means”) which you are duly and fully authorized to use, and that all payment related information that you provided and will provide in the future, to or through the website, is accurate, current and correct and will continue to be accurate, current and correct.

3. Privacy and Security

By agreeing to these Terms & Conditions, you are also agreeing to the terms of our Privacy Policy which can be found on this website.

The client agrees to indemnify and keep indemnified Psychology Help Online and all of its associated Service Providers against all claims, loss, damage, injury, objections or litigation arising from cancellations made under these Terms & Conditions. 

Our Cancellation policy is to ensure we provide services equally and fairly to all of our clients. If you fail to attend your appointment without adequate notice, this can potentially take the opportunity away for another client to attend. 

We understand there are extenuating circumstances beyond our control, and we will take these into considerations on a case by case basis. 

You are entitled to cancel appointments under the following conditions: 

1. Cancellation by Psychology Help Online

Psychology Help Online reserves the right to cancel, postpone, or re-schedule sessions at its discretion. Generally, these possibilities would occur due to unavailability or unforeseen circumstances. In these circumstances no fees are payable.

2. Cancellation by client

The client is entitled to cancel a confirmed event booking under the following terms:

a) All requests for refunds for late cancellations must be made in writing.

b) Where cancellation requests are approved, the following terms apply:

        (i) Cancellations given 24 hours or more prior to the session are free of charge and do not incur any fees

        (ii) Cancellations given less than 24 hours prior to the event are subject to a $50 late cancellation fee charged to the Payment Method provided. Likewise, whereby the client has not attended an enrolled booking (no show) a $100 fee will be charged to the client’s Payment Method.

3. Late Appointments 

a) The client will be sent reminder messages by text message and/or by email in advance of their appointment.

b) In the event the client is late to the enrolled appointment, the appointed psychologist will wait for fifteen (15) minutes before considering the appointment to have been forfeited by the client and the policy for Cancellations Given less than 24 Hours prior to the event in subclause (2)(b)(ii) above will apply. 

c) In the event the client arrives for their appointment within the initial fifteen (15) minutes from the start of the appointment, the entire duration of the appointment will be shortened by the amount of time the client was late.

d) The appointed psychologist responsible for the appointment may, at their sole discretion, determine whether to wait for a period longer than fifteen (15) minutes from the start of the appointment and whether to run the session to its full duration.

Psychological Services

As part of providing a psychological service  to you, Psychology Help Online  needs to collect and record personal information from you that is relevant to your situation, such as your name, contact information, medical history and other relevant information as part of providing psychological services to you.

This collection of personal information will be a necessary part of the psychological assessment and treatment that is conducted.

Purpose of collecting and holding information

Your personal information gathered as part of your assessment and treatment is kept securely and, in the interests of your privacy, used only by your psychologist and the authorised personnel of the practice (as necessary). Your personal information is retained in order to document what happens during sessions, and enables the psychologist to provide a relevant and informed psychological service to you.

Information we retain

Your personal information is retained in order to document what happens during sessions and enables the Service Provider to provide a relevant and informed Service to you. Client notes are held on Halaxy, a secure private practice software program. Your notes are kept secure and private. Client information include client personal information such as name, address, contact phone number, medical history, and other personal information collected as part of providing the psychological service including emails, chat records, and text messages between the client and the company.  

Access to client information

At any stage you are entitled to access your personal information kept on file, subject to exceptions in the relevant legislation. The psychologist may discuss with you different possible forms of access.

Disclosure of personal information  

Professional Responsibility – All registered psychologists are required to abide by guidelines of ethical conduct as set by the Psychology Board of Australia. Additionally, members of the Australian Psychological Society are also required to comply with APS Code of Conduct.

All personal information gathered by the psychologist during the provision of the psychological service will remain confidential and secure except where:

1. Information is subpoenaed by a court, or

2. Failure to disclose the information would place you or another person at serious and imminent risk; or

3. Your prior approval has been obtained to:

• Provide a written report to another professional or agency. e.g. a GP or a lawyer; or
• Discuss the material with another person, e.g. a parent or employer; or if disclosure is otherwise required or authorised by law.
• Disclose the information in another way;
• Disclose to another professional or agency (e.g. your GP) and disclosure of your personal information to that third party is for a purpose which is directly related to the primary purpose for which your personal information was collected.