Nature of service

GP2U Telehealth Ptd Ltd provides psychological services through PSYCH2U (“PSYCH2U”) however is not an emergency service or a substitute for in person care. In the event of an emergency, please call 000.

Booking appointments

When booking an appointment with PSYCH2U, you are required to provide payment card details. Bookings for a patient under 16 years of age, require a parent or guardian to provide payment card details. These details are required to ensure that PSYCH2U can process payments in a timely manner.

Deposits

We will take a deposit from your payment card at the time of booking. For psychology appointments, your payment card will be charged a $75 deposit. For psychiatry appointments, your payment card will be charged the lesser of $250 and 50% of your appointment fee. Upon completion of your appointment, your payment card will be charged the balance of the appointment fee.

If a psychology appointment has been cancelled or re-scheduled by you within 24 hours of the appointment time, the $75 deposit will be retained as a cancellation fee. If a psychiatry appointment has been cancelled or re-scheduled by you within 24 hours of the appointment time, the deposit of (the lesser of) $250 or 50% of the appointment fee will be retained as a cancellation fee.

If you do not attend your appointment with no notice provided (non-attendance of a psychology or psychiatry appointment) your payment card will be charged the full appointment fee (less any deposit paid).

Storage of Credit Card details

Your payment card data will be received and held securely in Tyro’s client portal. Tyro is required to meet the PCI specifications in relation to storing cardholder data, to protect customers’ personal information.

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment.

To align with this, all of Tyro’s systems will only display the last 4 digits of the card number, and the same rules apply for Tyro’s Customer Support team, who can’t see any additional cardholder information.

For more information about PCI security requirements, the Official PCI Security Standards Council website has multiple resources available, including this FAQ page that may address any queries you have.

By scheduling an appointment with PSYCH2U, you agree to these terms and conditions.

Billing and Payments

The price of all services provided by PSYCH2U are reasonably determined by the business and may be adjusted at the discretion of PSYCH2U as deemed necessary. PSYCH2U will take reasonable steps to ensure that all clients are notified of any changes to the price of services.

The outstanding balance of your appointment following payment of the deposit is required to be paid 7 days prior to the appointment date. Patients will receive a payment reminder 14 days (where there are 14 or more days between booking and appointment) prior to the appointment.

Following this, 7 days (or less if the appointment is less than 7 days from the  booking) a payment notification and link will be sent to the mobile phone number or email address of the patient. Payment is required on this day, otherwise the appointment will be cancelled or rescheduled if requested. No appointments will be allowed to go ahead unless payment has been received in advance of the appointment. 

Payment for the services provided to you by PSYCH2U will be taken from the direct debit/credit card information provided to us, or via issue of an invoice in limited circumstances as determined by PSYCH2U.

By booking an appointment with PSYCH2U, and providing your payment card information, you consent to PSYCH2U charging the provided payment card following completion of the scheduled appointment.

Cancellations

If a psychology appointment is cancelled or re-scheduled within 24 hours of the appointment time a cancellation fee of $75 will be applicable.

If a psychiatry appointment is cancelled or re-scheduled within 24 hours of the appointment time a cancellation fee of the lesser of $250 or 50% of the appointment fee will be applicable.

If the client does not attend a scheduled appointment and has not notified PSYCH2U at least 24 hours prior to the appointment, they will be charged a non-attendance fee equivalent to the full appointment fee (less any deposit) via the nominated payment method.

Changes or cancellation of appointments provided more than 24 hours prior to the appointment time will not incur a cancellation fee. If a deposit has been paid prior to the appointment and a cancellation is made with more than 24 hours notice, a refund will be provided.

Changes to appointment times may be adjusted by PSYCH2U at our discretion. If a changed appointment time is not suitable for the client, no cancellation fee will be charged.

PSYCH2U may make changes to cancellation fees and times at their discretion and will take reasonable steps to inform clients.

You agree to indemnify and keep indemnified PSYCH2U and all of its associated service providers against all claims, loss, damage, injury, objections or litigation arising from cancellations made under these Terms & Conditions.

Government Rebates

We will take reasonable steps to ensure that Government or Medicare rebates are applied and submitted when relevant. This is predicated on the client providing accurate personal information and Medicare referral information so the rebates can be processed in a timely manner. In order to be eligible for a Medicare rebate, you will require a valid referral from a General Practitioner and, in the case of psychology appointments, a valid Mental Health Care Plan. If you need further information, please refer to the Medicare website to determine your eligibility.

We make no warranties and provide no guarantees as to the accuracy, timing or success of any rebate applications. By agreeing to these Terms and Conditions you are hereby indemnifying PSYCH2U and its officers, employees and contractors against all loss, damage, injury, claims and objections arising from application of Government or Medicare rebates.

Any bulk-billed consultations will occur at the discretion of PSYCH2U and deposits, cancellation and non-attendance fees will still apply in the event of a cancellation within 24 hours of the appointment time.

Privacy

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

Third Party Content

The Services provided by PSYCH2U may expose you to content, websites, products and services created or provided by parties other than PSYCH2U (“third-party content”). PSYCH2U does not review, endorse or assume any responsibility for third-party content and shall have no liability to you for access to or use of third-party content. By agreeing to these terms and conditions you agree to indemnify PSYCH2U and its officers, employees and contractors against any damage or loss caused by any third-party content.

Limitation of Liability

Psychologists at PSYCH2U will endeavour to provide a satisfactory service to you. However, engaging in psychological treatment is often complex and alleviation of symptoms depends on numerous factors, many of which are outside of the control of PSYCH2U clinicians. Therefore, PSYCH2U provides no guarantees or warranties regarding the outcomes of psychological treatment. By engaging with PSYCH2U, you hereby release PSYCH2U and agree to hold PSYCH2U harmless from any and all causes of action and claims of any nature that may result from any services received from PSYCH2U via telehealth video conferencing, phone or through the website, including but not limited to any act, advice, omission, opinion, response, suggestion, information and/or service of any service provider and/or any other content or information accessible via PSYCH2U services.

You understand, agree and acknowledge to indemnify and keep indemnified PSYCH2U and its associated directors, officers, employees and contractors against any indirect, incidental, consequential, special, punitive or exemplary damages.

Your Commitments

You hereby confirm that you are legally able to consent to receive services through PSYCH2U, or have the consent of a parent or guardian.

You confirm and agree to only use payment methods including debit/credit cards which you are fully authorised to use, and that all payment-related information you provide to us is accurate and up to date.

Nature of the Agreement

This Agreement and our relationship with you shall be governed solely by the laws of Australia. You agree that any action or proceeding arising out of this Agreement shall be addressed under Australian law.

This Agreement constitutes the entire agreement between PSYCH2U and yourself.

This Agreement may be modified from time to time at the discretion of PSYCH2U.