Terms of Service

The following Terms of Service apply to each and every session attended by the Client at Vitality Unleashed Psychology.

APPOINTMENTS

Appointment bookings can be made in person or via telephone, Website contact form, email, or with our online booking system. 

Once an appointment has been added to our Client diary, our booking system will automatically send the Client an appointment confirmation email.

Vitality Unleashed Psychology will endeavour to send the Client a courtesy email appointment reminder four (4) days prior and a courtesy SMS reminder two (2) business days prior to the next scheduled appointment date. The Client is required to action this SMS by replying ‘Yes’ to confim, or ‘No’ should the Client need to cancel or reschedule. Should the Client require a change to their next scheduled appointment time and date, the Client is required to contact Vitality Unleashed Psychology at minimum no later than 5pm, two business days prior to their scheduled appointment to advise of the change to avoid a cancellation fee.

To cancel or reschedule an appointment the Client must contact Vitality Unleashed Psychology in person, by phone, by text or by email.

It is the Client’s full responsibility to ensure they provide their correct email address and mobile phone number to Vitality Unleashed Psychology and update any changes to these contact details with Vitality Unleashed Psychology to ensure they receive the email and SMS appointment confirmations and reminders.

All email and SMS appointment reminders and confirmations are provided as a courtesy to help the Client remember their appointment. Whilst Vitality Unleashed Psychology endeavours to ensure all Clients receive email and SMS appointment courtesy reminders and confirmations, Vitality Unleashed Psychology is released of all responsibility for the Client failing to receive any and all email and SMS appointment reminder and confirmation messages, whether due to technical issue or other reasons.

FEES

We offer two tiers of consultation fees.

Full Fee – The full amount is incurred for the consultation. This applies to persons who do not qualify for our concession fee rates.

Concession Fee – A reduced rate below that of the full fee is incurred for the consultation. This applies to persons who are unemployed and do not rely on any other sources of income other than Centrelink. Note: For dependants, the fee charged is dependent on the child’s parents/legal guardians employment status.

Consultation fees are payable at the time of attending the consultation, with the exception of Telehealth consultations, which must be paid prior to the commencement of your session. 

We will process payment to your card on file on the morning of your scheduled session. You can pre-pay your fee ahead of time, or use a different payment method, by contacting the clinic at any time during office hours.

Vitality Unleashed Psychology is not a bulk billing practice.

All sessions are strictly 50 minutes in duration. If your consultation runs over time and you wish to continue past the allocated time, additional fees are payable at a pro-rata rate of the full consultation fee.

If you are pre-approved by a Third-Party (eg DVA, NDIS, WorkCover), your approved sessions will be payable by them.

CASE CONFERENCES

Requests to consult with third parties, such as caregivers, schools (eg; guidance officer), support workers or other professionals involved in a client’s treatment, called a ‘Case Conference’, are charged at a pro-rata rate of the full consultation fee, in 10-minute increments. Where these costs are not covered by a Medicare rebate or other third party, they will be payable by the Client personally..

You will be asked to sign a form giving authority to consult with the requested third party and will be given the opportunity to discuss the details of the Case Conference, and expected duration, before giving us approval.

OTHER FEES

Fees for the preparation & writing of psychological letters & reports and completion of forms (requested by clients or third parties), including completion of insurance reports, that require time outside of consultation to be completed, are charged at the current hourly APS rate of $280/hr + GST (pro-rata). 

Please discuss your letter/report/form requirements and associated fee with our practice. Please be aware that reports/letters/forms that require time outside of your consultation generally will not be able to written that same day and may take up to 1-2 weeks to complete depending on the nature of your request, so please ensure that you allow enough notice provided to your Psychologist for your request. Full payment is required before we are able to release the document to you.

DEBIT/CREDIT CARD CHARGES

At the time of booking your initial consultation, we require the details of a valid your debit/credit card to be held on file. We will use these card details to deduct any outstanding invoiced amounts (including cancellation fees) that remain unpaid past their due date, as well as process any payments for Telehealth consultations. You will be notified of any outstanding invoices that are payable. Your card details provided will be stored in a secure SSL-encrypted database.

TRANSACTION FEES

Transaction fees apply for payments made to your card on file via our medical software, or via our eftpos machine.

• Payments via Halaxy (medical software) = $0.75 + 1.8% per transaction

• Payments via Eftpos (Tap – credit function) = 1.65% per transaction

• Payments via Eftpos (insert – sav/chq account) = $0.30 per transaction

To avoid these fees, payments can be made via bank deposit but must be received on the day of consultation

OUTSTANDING PAYMENTS

Invoices due will be emailed (or posted to your nominated address if you have not supplied an email address) and payment will be deducted from your nominated card on file and is required by the due date to avoid the following fees in addition to your original invoiced amount:

Late payment fee: $10.00. This fee will be applied to the outstanding invoice following non-receipt of payment past the due date of the invoice.

Debt recovery fee: $15.00. This fee will be applied to the outstanding invoice in addition to the late payment fee should the outstanding invoice remain unpaid and require debt recovery action by an external debt collector.

If you are having difficulty paying your invoice on time, we do offer payment plans that are suitable for your financial situation. Please contact us immediately upon receipt of your invoice to avoid these additional overdue account fees.

CANCELLATION/NO-SHOW/RESCHEDULING

Vitality Unleashed Psychology operates a cancellation policy for all appointments scheduled with our practice. Cancelling or re-scheduling an existing scheduled appointment either on the same business day or the business day before the scheduled appointment and non-attendance at a scheduled appointment without notice (‘no-show’) will strictly incur a cancellation fee. A cancellation fee is payable by the client, regardless of how the cost of the sessions is arranged to be covered (e.g., by WorkCover QLD, Insurance). 

Vitality Unleashed Psychology reserves the right to refuse to schedule any further appointments until outstanding fees are paid, at the discretion of the Principal Psychologist. Under exceptional circumstances at the discretion of the Principal Psychologist, the cancellation fee may be waived.

It is your responsibility to ensure that you attend your scheduled appointment, or provide sufficient notice directly to the practice to change your appointment to avoid a cancellation fee. 

Please keep in mind that any appointment can be delivered via Telehealth video chat or phone call, so this is an alternative to cancelling your appointment altogether. Please contact reception if you would like to make any changes to your appointment delivery method.

*Business day refers to between 8 am – 5 pm Monday to Friday. Notification of re-schedule/cancellation of appointment after 5:00 pm on any business day will be classified as received on the next business day and incur a same business day cancellation fee.

Medicare, Private Health Funds, and Third-Party payers do not cover payment of cancellation fees. All cancellation fees are payable by the client.