These Terms of Service apply to the services we provide to clients of Vitality Unleashed Psychology (“VUP”). They are set out in full in the intake and consent forms you complete before your first appointment, and this page mirrors the key terms for easy reference. Where this page and your signed consent form differ, your signed form applies.

Services these Terms cover

These Terms apply to all the psychological services we provide, including individual, couples and family therapy; clinical assessment and diagnosis; psychometric and psychological testing; reports, letters and other documentation; case conferences and care-team meetings; and file releases. They also apply to our dietetic (nutrition) services.

Some services have their own consent form and/or fee arrangements that operate together with these Terms. In particular, psychometric testing is quoted individually and has its own consent (test materials and used components are non-refundable), and dietetic services have their own consent and fee schedule. Where a service-specific consent applies, it works alongside these Terms; if the two differ for that service, the signed service-specific consent applies.

How to book

You can book online, by SMS to 0474 919 759, through the request forms on our website, or in person at the end of a session. We do not action bookings or changes sent by email. All bookings are subject to availability and to these Terms, in particular the pre-payment policy below.

Confirmation and reminders

When an appointment is booked, an automated SMS and email confirmation is sent to you; please keep your contact details up to date. We send automated reminders before each appointment as a courtesy. For most clients, payment is what confirms the appointment. You may reply YES, RESCHEDULE or CANCEL to a reminder, but it remains your responsibility to attend, pay and give notice in accordance with these Terms whether or not a reminder is received.

Changes, rescheduling and cancellations — by SMS only

All requests to change, reschedule or cancel an appointment must be made by SMS to 0474 919 759 (replying RESCHEDULE or CANCEL to your reminder also counts). We do not accept changes, reschedules or cancellations by phone or email — a request made by any channel other than SMS is not counted as valid notice and will not stop a non-attendance being recorded. What happens to your payment depends on the time your SMS is received (see below).

Switching between in-clinic and telehealth

You can switch how you attend a scheduled appointment by SMS. Switching does not change your appointment time, is not a cancellation, and does not affect your payment or credit terms. Telehealth appointments are subject to the same payment and cancellation terms as in-clinic appointments.

Universal pre-payment policy

Every appointment — initial or subsequent, in-clinic or telehealth — is paid in full, together with any required intake and consent forms, no later than 5:00pm three (3) business days before the appointment. Business days are Monday to Friday, excluding weekends, Queensland public holidays and Gold Coast Show Day; anything received after 5:00pm counts as the next business day. Two 5:00pm deadlines matter — the table shows both for each appointment day:

Where a public holiday falls within either period, both deadlines move one business day earlier.

Payment methods: bank transfer (preferred — email your remittance to accounts@vitalityunleashed.com.au so we can verify it) or our secure online payment link. We do not accept cash, American Express or cheque. If payment (and any required forms) are not received by the deadline, the appointment is released and nothing is charged to you.

Short-notice bookings: if you book within three (3) business days of the appointment, payment and any forms are due as soon as you book — within three (3) hours, or before the start time if sooner — and the appointment is provisional until received.

Changes, cancellations and your account credit

If you let us know in time, your payment is not lost. What happens depends on when you tell us:

• ◆Cancel or reschedule by 5:00pm three (3) business days before your appointment (the payment deadline) — you choose a full refund, or the full amount held as account credit. If you have not yet paid, nothing is owed.
• ◆After that, but by 5:00pm two (2) business days before — the full amount is held as account credit (a refund is not available at this stage).
• ◆After that point, on the day, or if you do not attend (no-show) — the fee is kept as a cancellation fee (not credited or refunded).
• ◆If we change or cancel your appointment — full credit, or a refund on request. No conditions.

Your account credit: is held as a dollar amount, is valid for 12 months from the date of the cancelled appointment, applies automatically to your next invoice, and — once your payment is held as a credit — is non-refundable and non-transferable. Where your credit is less than the current fee, you simply pay the difference.

The 15-minute rule: your appointment still finishes at its scheduled time. If you have not arrived (in-clinic) or joined (telehealth) within 15 minutes of the start time and we have not heard from you, it is treated as a non-attendance.

Medicare and rebates: rebates are only payable for appointments you attend. If you do not attend, no rebate applies and the full fee — not just the usual gap — is your responsibility.

Exceptional circumstances: in genuinely exceptional circumstances (such as hospitalisation, an accident or an acute crisis), we may consider a missed appointment individually, at the Director’s discretion. Fees, cancellation terms and credits may only be varied or waived by the Director.

Psychology consultation fees

We are not a bulk-billing practice. All psychology sessions are strictly 50 minutes. Fees are current as at 15 August 2026 and are subject to change; current fees are always shown on our website and your invoice.

*Medicare rebates require a valid referral and Mental Health Care Plan (or an Eating Disorder Management Plan, EDMP). Rebate amounts are set by Medicare (shown as at 1 July 2026) and couples and family therapy are not claimable. Department of Veterans’ Affairs (DVA) referrals are not accepted for new clients.

Dietetic services

Dietetic (nutrition) services with our Accredited Practising Dietitian are provided under a separate Dietetic Services consent and Terms, and have their own fees — an initial 60-minute consultation is $180 and a subsequent 30-minute review is $105, with a Medicare rebate of $63.40 per eligible session where you have a valid EDMP or GP Chronic Condition Management Plan. See our Dietitian Fees & Rebates page for detail.

Third-party funded appointments

Where a third party funds your appointments, how much you pay depends on the funder. Some funders (for example WorkCover) pay a scheduled rate below our fee, so you pay the gap as a co-payment under the pre-payment policy; others pay our full fee, so no co-payment applies. Approval and authorisation must be confirmed in writing before your first appointment. Non-attendance fees are generally not payable by a funder and remain your personal responsibility.

Additional services

Reports, letters and documentation, case conferences and care-team meetings, file releases, and psychometric testing are separate services that incur additional fees and may require a separate request or consent form. Reports and letters are charged pro-rata for the time they take to prepare.

Financial hardship

If you are experiencing genuine financial hardship, a limited and discretionary Hardship Pre-Payment Variation may be available — please ask us. It applies only if approved by Vitality Unleashed Psychology.

Professional standards and complaints

Our psychologists are registered under the Health Practitioner Regulation National Law (Queensland) and bound by the standards of the Psychology Board of Australia and AHPRA; our Dietitian is an Accredited Practising Dietitian bound by Dietitians Australia and the National Code of Conduct for health care workers. These Terms are governed by the laws of Queensland. If you have a concern, please raise it with your practitioner or the Director first; you may also contact the Office of the Health Ombudsman (133 646), AHPRA (1300 419 495), the Office of the Australian Information Commissioner (1300 363 992), or the NDIS Quality and Safeguards Commission (1800 035 544).