Therapy Near Me

Therapy Near Me Terms of Service

TERMS OF SERVICE

Effective Date: 06.01.2025

Last updated: 19.08.2026

Version: 2.0

1. Introduction

These Terms of Service (“Terms”) govern the provision of services by Therapy Near Me Pty Ltd (ABN 73 687 817 750), referred to in these Terms as “Therapy Near Me”, “we”, “us” or “our”.

These Terms apply to clients, NDIS participants, parents, guardians, nominees, authorised representatives and other people who arrange or authorise services through Therapy Near Me.

Therapy Near Me provides psychology, counselling, speech pathology, behaviour support, social work, support coordination and related allied-health and mental-health services. Services may be delivered by telehealth or, where available and suitable, in a clinic, home, school, workplace or community setting.

These Terms should be read together with any applicable:

  • service agreement;
  • consent and intake form;
  • fee schedule or quotation;
  • NDIS service agreement;
  • funding approval;
  • EAP or insurer authorisation;
  • booking confirmation; and
  • Privacy Policy.

Where a specific written service agreement conflicts with these general Terms, the specific service agreement will prevail to the extent of the inconsistency, unless the law requires otherwise.

Nothing in these Terms removes any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

Therapy Near Me provides scheduled professional services and is not an emergency or crisis service. If you or another person is in immediate danger, call 000. For 24-hour crisis support, contact Lifeline on 13 11 14.

2. Our Services

Depending on practitioner availability, location, professional scope and individual suitability, Therapy Near Me may provide:

  • psychology services delivered by generally registered or provisionally registered psychologists;
  • counselling services;
  • speech pathology services;
  • social work services;
  • positive behaviour support and other disability-related services where legally and professionally permitted;
  • support coordination;
  • psychological, functional, behavioural or other assessments where appropriate;
  • reports, professional correspondence, case consultation and liaison with authorised members of a client’s support or treatment team;
  • Employee Assistance Program services;
  • services funded through Medicare, the NDIS, employers, insurers, workers’ compensation schemes, motor accident schemes or other approved funding arrangements; and
  • private, self-funded services.

Services may be provided by Therapy Near Me employees or by appropriately qualified practitioners engaged by Therapy Near Me as contractors. The client will be informed of the practitioner’s name, professional role and registration or qualification status before services commence.

Provisionally registered psychologists practise under supervision in accordance with applicable registration requirements.

Telehealth services may be available Australia-wide. Clinic, home, school, workplace and community appointments are available only in selected locations and are subject to practitioner availability, safety, suitability, travel requirements and funding.

Not every service is available in every location or under every funding arrangement. Submitting an enquiry, referral or booking request does not guarantee that Therapy Near Me will accept the referral or offer an appointment.

Therapy Near Me may recommend another practitioner, service or referral pathway if the requested service is outside our scope, is not clinically suitable, cannot be delivered safely or is not available within the required timeframe.

3. Client Eligibility

Before accepting or continuing a referral, Therapy Near Me may consider:

  • the client’s age and consent arrangements;
  • the nature and complexity of the requested service;
  • clinical and professional suitability;
  • practitioner qualifications, scope and availability;
  • identified risks or safety requirements;
  • the client’s location and preferred delivery method;
  • funding availability and funding conditions;
  • whether Therapy Near Me can reasonably meet the client’s communication, cultural, accessibility or support needs; and
  • whether another service would be more appropriate.

Valid consent must be provided by the client or, where required, by a parent, guardian, nominee or other person with lawful authority to make decisions or arrange services for the client.

For children and young people, consent and involvement in decision-making will be managed in accordance with applicable laws, professional standards, the young person’s capacity and the circumstances of the service.

Clients accessing NDIS-funded services must have appropriate plan funding for the requested support. Therapy Near Me currently accepts:

  • plan-managed NDIS participants; and
  • self-managed NDIS participants.

Therapy Near Me does not currently accept NDIA-managed funding.

Acceptance of an NDIS referral does not guarantee that a particular support is claimable from the participant’s plan. The participant or authorised representative remains responsible for confirming that the support is consistent with the participant’s plan, goals, funding and applicable NDIS requirements.

Therapy Near Me may decline, postpone, suspend or end services where:

  • the requested service is outside the practitioner’s scope;
  • the service is not clinically or professionally suitable;
  • risks cannot reasonably be managed;
  • required consent or information has not been provided;
  • appropriate funding or payment arrangements are not in place;
  • a suitable practitioner is unavailable;
  • the client’s conduct creates an unreasonable safety risk; or
  • continuing the service would breach a legal, ethical, funding or professional obligation.

Where reasonably practicable and appropriate, Therapy Near Me will explain the decision and provide information about alternative services or referral pathways.

4. Fees and Payments

  • 4.1 Fee information

    Applicable fees will be disclosed before services commence through the website, booking process, quotation, fee schedule, service agreement or other written communication.

    Fees may vary according to:

    • practitioner type and qualifications;
    • service type;
    • appointment duration;
    • funding arrangement;
    • delivery location;
    • travel requirements;
    • assessment or reporting requirements; and
    • other work agreed with the client or authorised representative.

    All amounts are stated in Australian dollars and include GST where GST is applicable.

    4.2 Private services

    Private appointments generally require payment in advance. An appointment may not be confirmed until the required payment has been received.

    Private appointments cancelled or rescheduled with at least 24 hours’ notice may be rescheduled or refunded in accordance with the booking arrangements.

    Where less than 24 hours’ notice is provided, or the client does not attend, the prepaid appointment fee will not ordinarily be refunded. Therapy Near Me may consider exceptional circumstances at its discretion. Nothing in this provision limits any refund or remedy required by law.

    If Therapy Near Me cancels an appointment and cannot provide a suitable alternative, the client may choose a refund or account credit for the service that was not provided.

    4.3 Medicare

    Medicare rebates are available only where the client, referral, practitioner and service satisfy current Medicare requirements.

    Therapy Near Me does not guarantee that Medicare will approve or pay a rebate. The client is responsible for obtaining and maintaining a valid referral or Mental Health Treatment Plan where required and for checking their remaining eligibility.

    Unless otherwise agreed, the client must pay the full appointment fee. Therapy Near Me will provide the information or receipt required for an eligible Medicare claim.

    4.4 NDIS-funded services

    Therapy Near Me currently works with plan-managed and self-managed NDIS participants. We do not accept NDIA-managed funding.

    NDIS charges will be explained before services commence and documented in the participant’s service agreement. Where applicable, charges may include:

    • direct appointments;
    • telehealth appointments;
    • report writing;
    • assessment and scoring;
    • non-face-to-face professional work;
    • authorised communication and liaison;
    • provider travel;
    • agreed travel-related expenses; and
    • short-notice cancellations where permitted under the applicable NDIS rules and service agreement.

    Therapy Near Me will apply the agreed rate for the relevant service. Where an NDIS price limit or other mandatory pricing requirement applies, Therapy Near Me will not charge more than the applicable limit.

    NDIS cancellation charges will be applied only where permitted by the applicable NDIS requirements and the participant’s service agreement. The private 24-hour cancellation provision does not override different NDIS cancellation requirements.

    A plan-managed participant authorises Therapy Near Me to send relevant invoices and supporting information to the nominated plan manager. A self-managed participant or their authorised representative is responsible for paying invoices and submitting any reimbursement claim.

    4.5 EAP, insurance and other third-party funding

    EAP, employer, WorkCover, workers’ compensation, CTP, motor accident, insurer and other third-party-funded services are subject to written approval, referral conditions and any limits imposed by the funder.

    A third-party approval does not guarantee payment. Therapy Near Me will inform the client or authorised representative if approval is missing, expires, is exhausted or is declined.

    The client will not be made personally responsible for a third-party-funded charge unless that responsibility has been explained and agreed, or the client has provided inaccurate information about their eligibility or approval.

    4.6 Additional work

    Reports, assessments, forms, letters, file reviews, case conferences, liaison, travel and other non-session work may attract additional fees. These fees will be explained and agreed before the work is undertaken, except where urgent action is required to meet a legal or immediate safety obligation.

    4.7 Overdue accounts

    Invoices must be paid by the due date shown on the invoice.

    Where an account remains overdue, Therapy Near Me may:

    • contact the responsible person or organisation;
    • offer or consider a reasonable payment arrangement;
    • suspend non-urgent future appointments;
    • refer the account for lawful debt recovery after providing notice; or
    • take other reasonable recovery action.

    Any decision to suspend or end services will take account of clinical risk, professional obligations and the need for reasonable continuity or transition arrangements.

    4.8 Changes to fees

    Fee changes will apply prospectively. Therapy Near Me will provide reasonable notice of material changes and will seek agreement where an existing service agreement or applicable funding rule requires it.

    Completed services are not refundable merely because the client is dissatisfied with the outcome. This does not affect any right or remedy available where a service has not been provided with due care and skill or another consumer guarantee has not been met.

5. Confidentiality and Privacy

Therapy Near Me handles personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable Commonwealth, state and territory privacy and health-records laws.

More information about how Therapy Near Me collects, stores, uses and discloses information is available in our Privacy Policy:

https://therapynearme.com.au/privacy-policy/

Information disclosed during services will be treated as confidential. Information may nevertheless be used or disclosed where:

  • the client or authorised representative has provided informed consent;
  • disclosure is reasonably necessary to provide or coordinate an authorised service;
  • information is required for an authorised Medicare, NDIS, insurer, EAP or other funding claim;
  • information is used for professional supervision or consultation in accordance with applicable confidentiality requirements;
  • disclosure is required or authorised by law;
  • mandatory reporting obligations apply;
  • a court, tribunal or other authorised body lawfully requires the information;
  • there is a lawful basis to respond to a serious threat to a person’s life, health or safety; or
  • disclosure is otherwise permitted under the Privacy Policy and applicable law.

Where practicable, Therapy Near Me will disclose only the information reasonably necessary for the relevant purpose.

Therapy Near Me may use secure practice-management, payment, communication, document-storage and telehealth systems to provide services and manage records. Reasonable safeguards will be used, but no electronic system or internet transmission can be guaranteed to be completely free from risk.

Clients may request access to or correction of their personal information, subject to applicable legal exceptions, by contacting Therapy Near Me.

Neither the client nor Therapy Near Me will record a session without appropriate prior notice and consent. Any recording, transcription or AI-assisted documentation process requiring specific consent will be separately disclosed before it is used.

 

6. Telehealth Services

Telehealth may be provided by video or telephone where the practitioner considers that method clinically appropriate, professionally suitable and reasonably safe.

By participating in telehealth, the client agrees to:

  • provide their physical location at the beginning of the appointment when requested;
  • provide current contact and emergency-contact information;
  • use a suitable device and internet or telephone connection;
  • participate from a reasonably private and safe location;
  • advise the practitioner if another person is present;
  • not participate while driving, operating machinery or engaging in another unsafe activity;
  • take reasonable steps to prevent unauthorised people from hearing or viewing the appointment; and
  • not record, stream, reproduce or distribute the appointment without prior consent.

A practitioner may pause, reschedule or discontinue a telehealth appointment if the practitioner considers that telehealth is unsafe, clinically unsuitable, insufficiently private or unable to support an appropriate standard of care.

If a failure within Therapy Near Me’s systems or the selected telehealth platform prevents a meaningful service from being provided, Therapy Near Me will make a reasonable offer to reschedule the undelivered service or provide an appropriate credit or refund.

Client-side connection problems, device failures, late attendance or an unsuitable environment will be considered reasonably according to the circumstances and may be subject to the applicable cancellation policy.

Although Therapy Near Me takes reasonable steps to use appropriate systems and protect confidentiality, internet and telephone communications carry inherent privacy and technical risks.

Telehealth is not an emergency service. If urgent in-person assessment or intervention is required, the practitioner may recommend that the client contact emergency services, a local crisis service, their GP, hospital or another appropriate provider.

7. Client Responsibilities

Clients and authorised representatives are expected to:

  • provide information that is accurate, complete and relevant to safe service delivery;
  • notify Therapy Near Me of material changes to health, medication, circumstances, risk, contact information, consent, funding or decision-making arrangements;
  • participate in consent and service-planning discussions;
  • communicate preferences, concerns, accessibility needs and treatment goals;
  • attend appointments on time or provide the required cancellation notice;
  • pay applicable fees and invoices by their due dates;
  • treat practitioners, staff and other people respectfully;
  • provide a reasonably safe environment for clinic, home, school, workplace, community and telehealth appointments;
  • comply with reasonable safety requirements;
  • protect login details, links and documents provided through client portals or telehealth systems;
  • provide only documents and personal information they are authorised to share; and
  • refrain from recording, reproducing or distributing sessions or confidential materials without permission.

Clients retain the right to participate in decisions about their care and to accept or decline a practitioner’s recommendation. Clients should discuss questions, concerns or disagreement with the practitioner so that alternative options and potential consequences can be explained.

Threatening, abusive, violent, discriminatory, sexually inappropriate or seriously disruptive conduct will not be accepted. Therapy Near Me may take immediate steps to protect clients, practitioners and staff, including ending an appointment or suspending services.

Clients must not rely on email, website forms, voicemail or scheduled appointments for emergency assistance. In an emergency, call 000.

8. Our Responsibilities

Therapy Near Me will take reasonable steps to:

  • provide services with due care and skill;
  • allocate practitioners with qualifications, registration and experience appropriate to the accepted service;
  • disclose the practitioner’s professional role and registration or qualification status;
  • ensure provisionally registered psychologists receive required supervision;
  • obtain appropriate consent before services commence;
  • explain material fees and service conditions;
  • maintain appropriate clinical and administrative records;
  • protect personal and health information;
  • comply with laws, professional codes and regulatory requirements applicable to the service and practitioner;
  • comply with the NDIS Code of Conduct when providing NDIS supports;
  • provide respectful, non-discriminatory and reasonably accessible services;
  • respond appropriately to identified safety concerns;
  • maintain a complaints and feedback process;
  • communicate material changes affecting scheduled services; and
  • support reasonable referral or transition arrangements where Therapy Near Me cannot safely or appropriately continue a service.

Different professions are subject to different registration, accreditation and professional requirements. References to Ahpra or the Psychology Board of Australia apply only where relevant to an Ahpra-registered practitioner.

Therapy Near Me cannot guarantee the availability of a particular practitioner, appointment time, location or service format. If an arrangement changes, we will take reasonable steps to notify the client and discuss available alternatives.

9. Complaints and Disputes

Therapy Near Me welcomes feedback and takes complaints seriously. Making a complaint will not result in retaliation, disadvantage or unfavourable treatment.

A complaint may be made:

  • through the online complaints form;
  • by telephone;
  • by email;
  • in writing; or
  • through an advocate or authorised representative.

Complaints form:

https://therapynearme.com.au/complaints-form/

Phone: 1800 632 763
Email: office@therapynearme.com.au
Correspondence address: 32 Turbot Street, Brisbane QLD 4000

Therapy Near Me aims to acknowledge a complaint within two business days and provide a written outcome within 28 calendar days. Complex complaints may require additional time. If this occurs, Therapy Near Me will explain the reason and provide reasonable progress updates.

The complainant may ask an advocate, family member, guardian, support coordinator or other representative to assist them. Reasonable communication and accessibility adjustments are available on request.

A person may contact an external complaints or regulatory body at any time. Depending on the issue, external options may include:

  • Ahpra or the relevant state or territory health complaints organisation;
  • the NDIS Quality and Safeguards Commission;
  • the Office of the Australian Information Commissioner;
  • Medicare, an insurer, employer or funding body;
  • the relevant professional association; or
  • a court, tribunal or consumer-protection body with jurisdiction.

A client does not have to complete Therapy Near Me’s internal complaints process before reporting an urgent safety, professional-conduct or regulatory concern.

Where a dispute concerns an invoice, cancellation charge or service condition, the parties should first attempt to resolve the matter through direct communication. Mediation may be considered if both parties agree. Nothing in these Terms restricts either party from exercising a legal or regulatory right.

10. Limitation of Liability

Therapy Near Me does not guarantee that a particular clinical, functional, behavioural, employment, funding or other outcome will be achieved. Mental-health and allied-health services involve individual circumstances, professional judgment and factors outside the control of Therapy Near Me and the practitioner.

Therapy Near Me is not responsible for decisions made independently by Medicare, the NDIA, plan managers, insurers, employers, compensation schemes or other third-party funders, except to the extent that a problem was caused by incorrect information or another failure attributable to Therapy Near Me.

To the extent permitted by law, Therapy Near Me is not responsible for loss caused by:

  • materially incomplete, inaccurate or withheld information supplied by the client or another person;
  • the client’s failure to follow an agreed safety or emergency direction;
  • client-side device, telephone or internet failures;
  • unauthorised access caused by the client failing to protect login details or appointment links;
  • the independent acts or omissions of an unrelated third party; or
  • events beyond Therapy Near Me’s reasonable control.

These limitations do not apply to the extent that loss was caused or contributed to by Therapy Near Me’s negligence, breach of contract, breach of a statutory duty or other unlawful conduct.

Nothing in these Terms excludes, restricts or modifies:

  • a consumer guarantee, right or remedy under the Australian Consumer Law;
  • liability that cannot legally be excluded or limited;
  • liability for fraud or wilful misconduct; or
  • any professional or statutory obligation that applies to Therapy Near Me or a practitioner.

Where a service must be interrupted because of an event beyond Therapy Near Me’s reasonable control, Therapy Near Me will take reasonable steps to notify affected clients, protect continuity and reschedule or otherwise address undelivered services.

11. Amendments to These Terms

Therapy Near Me may update these Terms to reflect changes to services, operations, funding arrangements, technology, professional requirements or the law.

The current version will display its effective date and version number on the Therapy Near Me website.

Where reasonably practicable, clients will receive notice of a material change before it takes effect. Changes will generally apply to services provided after the new effective date and will not retrospectively alter completed services.

An existing signed service agreement will not be materially changed merely by posting new website Terms. Where a service agreement, NDIS requirement or other law requires agreement to a change, Therapy Near Me will discuss the proposed change and obtain the required agreement before applying it.

Where an immediate change is required by law or a regulator, Therapy Near Me may implement it from the required date and provide notice as soon as reasonably practicable.

A client who does not agree with a material change may contact Therapy Near Me before their next service to discuss available options, including ending future services subject to applicable cancellation, payment, safety and continuity requirements.

 

12. Contact Information

Therapy Near Me Pty Ltd
ABN: 73 687 817 750
Phone: 1800 NEAR ME — 1800 632 763
Email: office@therapynearme.com.au
Correspondence address: 32 Turbot Street, Brisbane QLD 4000
Website: https://therapynearme.com.au/

Acknowledgment

By signing or accepting a service agreement, completing the applicable consent process, confirming a booking or proceeding with services after being given a reasonable opportunity to review these Terms, the client or authorised representative acknowledges that:

  • they have read or been given an opportunity to read these Terms;
  • they have had an opportunity to ask questions;
  • applicable services, fees and funding arrangements have been explained;
  • they understand that practitioner availability and service suitability are not guaranteed;
  • they have been directed to the Privacy Policy;
  • they understand the applicable cancellation and payment requirements;
  • the information they provide must be accurate and appropriately authorised; and
  • they agree to comply with these Terms and any applicable service agreement.

A person arranging services for another person confirms that they have the authority or permission required to do so.

Clients may request assistance, an accessible explanation or an alternative format before accepting these Terms.

Acceptance of these Terms does not waive any statutory right and does not replace the informed-consent discussions required for a particular professional service.