Terms & Conditions

Our clinic provides psychological assessment, intervention, consultation, and support via:

• Telehealth video platforms (e.g., Zoom, Google Meet)

• Telephone consultations
   

Telehealth services are delivered in accordance with AHPRA, Medicare, and Australian Psychological Society (APS) guidelines.

You must:

• Be located within Australia at the time of the session (unless previously approved)

• Be aged 18 or over, OR have a parent/legal guardian provide consent for minors

• Have the capacity to engage psychologically and consent to treatment

You are responsible for ensuring:

• Access to a private and confidential space

• A reliable internet or phone connection

• Functioning camera, microphone, and device

• That no sessions are recorded without written consent
   

We reserve the right to end a session if privacy or safety is compromised.

Telehealth may not be suitable for:

• Acute crisis or emergency presentations

• Severe risk to self or others

• Complex mental health presentations requiring in-person assessment
   

If telehealth is not clinically appropriate, you may be referred to alternative services.

This clinic does not provide emergency support.
If you are in immediate danger, contact:

• Triple Zero (000)

• Lifeline 13 11 14

• Kids Helpline 1800 55 1800

By attending sessions, you consent to:

• Psychological treatment delivered remotely

• Clinician note-taking

• Information being stored securely in accordance with privacy legislation
   

You may withdraw consent at any time.

All information is confidential, except where legally required to disclose, including:

• Risk of harm to yourself or others

• Child protection concerns

• Court subpoenas

• Legal obligations under mandatory reporting laws

We comply with:

• Privacy Act 1988 (Cth)

• Australian Privacy Principles

• AHPRA guidelines
   

Data is stored securely using encrypted systems. Telehealth platforms are selected for privacy compliance, however transmission risks may still exist.

Fees are payable:

• Prior to, or on the day of the appointment

• Via approved payment methods (e.g., credit card, electronic invoice)
   

Medicare and private health rebates may apply depending on eligibility.

A cancellation fee of 100% of the session fee will apply if:

• Less than 48 hours notice is provided

• You do not attend your appointment
   

This ensures fair access for all clients.

If you are late, sessions will still end at the scheduled time to accommodate other clients. Full fees apply.

If internet or platform issues occur:

• Attempts will be made to reconnect

• The session may continue via phone

• Fees may be adjusted if failure is clinic-related

Recording is strictly prohibited without mutual written consent.
Unauthorised recording may breach privacy and copyright laws.

Between-session emails, texts, and phone calls are for:

• Scheduling
   

• Administrative queries
   

• Urgent brief clinical clarification (at clinician discretion)
   

Extended clinical support outside sessions may incur fees.

Reports (for schools, medical practitioners, NDIS, legal purposes etc.):

• Incur additional fees

• Require notice periods (typically 2–4 weeks)

Services are delivered under:

• AHPRA code of conduct

• APS ethics guidelines

• Australian law
   

Clients must behave respectfully. Aggressive or abusive behaviour may result in service withdrawal.

We reserve the right to discontinue treatment if:

• Telehealth is clinically inappropriate
   

• There is repeated non-attendance
   

• Safety cannot be maintained
   

• Boundaries are violated
   

Referral pathways will be provided when appropriate.

While care is exercised, we cannot guarantee:

• Platform availability

• Outcome of treatment

• Instant relief of symptoms
   

Psychological treatment requires active participation.

Concerns may be directed to:

• Your psychologist directly, or

• The Clinic Manager by emailing: info@thementalhealthstore.com.au

We aim to resolve issues respectfully and professionally.

These terms may be updated periodically. Continued use of services signifies acceptance of updated terms.

By booking or attending appointments, you acknowledge that you:

• Have read and understood these terms

• Consent to telehealth psychological services

• Agree to adhere to clinic policies