Calm 'n' Caring Terms of Service

Effective Date: 06.01.2025

Welcome to Calm ‘n’ Caring Psychology. These Terms of Service ("Terms") govern the use of our psychology services, including in-clinic sessions, telehealth, at-home services, and Employee Assistance Programs (EAP). By engaging our services, you agree to comply with these Terms and any relevant Australian laws and regulations.

If you do not agree to these Terms, you should not access or use our services.

We provide the following services:

• In-clinic psychology sessions.
• Telehealth psychology services.
• At-home therapy for NDIS participants.
• Employee Assistance Program (EAP) sessions.

Our services are delivered by provisional and registered psychologists who comply with the Australian Health Practitioner Regulation Agency (AHPRA) standards, NDIS guidelines, and other applicable regulations.

To access our services, you must:

• Be aged 18 years or older or have parental/guardian consent if under 18.
• Hold a valid NDIS plan (if accessing NDIS-funded services).
• Provide accurate personal and medical information to enable effective treatment.

• Session Fees: The cost of services will be outlined before booking. NDIS-funded services are billed according to the NDIS price guide. Private sessions are billed at the rates stated on our website.
• Payment Methods: Payments can be made via credit/debit card, direct bank transfer, or through approved NDIS funding.
• Cancellations and Refunds:
  • Appointments cancelled with less than 24 hours' notice may incur a cancellation fee as per AHPRA’s ethical billing guidelines.
  • Refunds are not provided for completed sessions.

We are committed to protecting your personal information in compliance with the Australian Privacy Act 1988 and the Health Records and Information Privacy Act 2002 (NSW) (or similar laws in your state/territory).

• All session content is strictly confidential unless:
  • Required by law (e.g., mandatory reporting of child abuse, imminent harm, or court orders).
  • You provide written consent for the disclosure of information.
• Telehealth services use secure video platforms to ensure the confidentiality of online sessions.

For more information, refer to our Privacy Policy.

By using our telehealth services, you agree to the following:

• You will ensure a private and secure environment during your session.
• You are responsible for ensuring your device and internet connection are suitable for telehealth.
• In case of technical issues, we will reschedule the session at no additional cost.

Telehealth sessions are governed by AHPRA Telehealth Guidelines to ensure quality and safety.

As a client, you agree to:

• Provide accurate information about your health, history, and current circumstances.
• Attend appointments on time or notify us in advance if you cannot attend.
• Follow your psychologist’s recommendations as part of your treatment plan.

We are committed to:

• Delivering services that meet the National Standards for Mental Health Services.
• Ensuring psychologists adhere to AHPRA’s Code of Conduct and ethical standards.
• Providing services in line with the NDIS Practice Standards for registered providers.

If you are dissatisfied with our services, you can:

• Contact our clinic directly to lodge a complaint.
• Escalate the complaint to AHPRA or the NDIS Quality and Safeguards Commission, if relevant.

We are committed to addressing complaints in a timely and respectful manner.

While we strive to provide high-quality mental health support, we are not liable for:

• Outcomes that arise from incomplete or inaccurate information provided by the client.
• Technical issues that may disrupt telehealth sessions.
• Circumstances beyond our control, such as natural disasters or public health emergencies.

We reserve the right to update these Terms from time to time to reflect changes in services, laws, or regulations. The latest version will always be available on our website. By continuing to use our services, you agree to the updated Terms.

For questions about these Terms or to lodge a complaint, please contact us:

• Phone: 1300 225 637
• Email: admin@calmandcaring.com
• Address: Level 19, 10 Eagle St, Brisbane, QLD 4000

By using our services, you acknowledge that you have read, understood, and agreed to these Terms of Service.