Terms & Cancellation Policy

1. Appointment Cancellations & Rescheduling

Notice Required

At least 48 hours notice is required to cancel or reschedule an appointment without incurring a fee. This allows the appointment time to be offered to another client on the waiting list.

Late Cancellations (less than 48 hours notice)

If you cancel an appointment with less than 48 hours notice, the full session fee will be charged. This applies regardless of the reason for cancellation, except in the circumstances outlined under Emergency Exceptions below.

Non-Attendance (Did Not Attend)

If you do not attend a scheduled appointment without providing any notice, the full session fee will be charged. Repeated non-attendance may affect your ability to continue booking appointments with this practice.

Late Arrival

If you arrive late to a telehealth appointment, the session will still end at its scheduled time. The full session fee applies regardless of the duration of the session that takes place. If you are running late, please contact Rose as soon as possible.

Emergency Exceptions

Cancellations due to a genuine medical emergency, serious illness, or unforeseen crisis may be considered on a case-by-case basis at the practitioner's discretion. Where possible, please still provide as much notice as you can. Supporting documentation may be requested.

2. Cancellation Fees & Payment

Fee Amount

Late cancellation and non-attendance fees are charged at the full session rate applicable to your appointment. Please contact Rose to discuss the current fee schedule.

Medicare & Insurance Rebates

Payment of Cancellation Fees

Cancellation fees are due within 7 days of the missed or late-cancelled appointment. An invoice will be issued by email. Continued non-payment may result in the suspension of future bookings until outstanding fees are settled.

Insurer-Funded Appointments

For appointments funded through workers' compensation, motor vehicle accident, or other insurer schemes, cancellation terms may be governed by the relevant funding agreement. Please refer to your approval documentation or contact Rose to clarify the applicable terms prior to your first appointment.

3. Appointment Confirmation & Reminders

Confirmations

Appointment confirmations are sent by email following booking. For telehealth appointments, your session link will be included in the confirmation. Please check your spam or junk folder if you do not receive a confirmation within 24 hours of booking.

Reminders

Where possible, appointment reminders are sent 24–48 hours before your scheduled session. However, it is your responsibility to attend your appointment at the agreed time. Non-receipt of a reminder does not waive the cancellation policy.

Telehealth Readiness

Please ensure your device, camera, microphone, and internet connection are working before your appointment time. Technical difficulties on the client's end do not entitle the client to a refund or a rescheduled session free of charge if insufficient notice has been given. If you experience technical issues, contact Rose as soon as possible.

4. Fees & Payment Terms

Session Fees

Fees are based on the nature and complexity of the consultation. Please contact Rose directly to discuss current fees prior to your first appointment. Fee information will also be provided in the practice's client consent documentation.

Payment

Payment is due at the time of each appointment unless an alternative arrangement has been agreed in writing (for example, for insurer-funded sessions where invoices are issued directly to the funding body).

Medicare Rebates

Clients holding a valid GP Mental Health Treatment Plan (MHTP) may be eligible to claim a Medicare rebate for each eligible session under the Better Access initiative. Eligible clients can claim Medicare benefits for up to 10 individual mental health treatment sessions per calendar year. Rose will provide the necessary documentation to support your Medicare claim. It is the client's responsibility to maintain a current, valid referral.

Private Health Insurance

Rebates from private health insurers may apply depending on your level of cover. Please contact your health fund prior to your appointment to confirm eligibility. Rose will provide receipts to support any eligible claims.

Fee Changes

Rose reserves the right to adjust session fees from time to time. Clients will be given reasonable notice of any fee changes prior to their next appointment.

5. Therapeutic Relationship & Scope of Service

Commencement of Services

A therapeutic relationship commences only upon completion of a client intake and consent process, and from the time of the first confirmed appointment. Submission of an enquiry form, phone or email contact, or payment of a booking fee does not, in itself, constitute the commencement of a therapeutic relationship or the provision of psychological services.

Scope of Practice

Rose Reilly provides psychological assessment and treatment services within the scope of her registration as a psychologist with the Psychology Board of Australia (AHPRA). Services are provided to adult clients (18 years and over). Rose does not provide crisis intervention services and is unable to guarantee immediate availability outside of scheduled appointments.

Right to Decline or Discontinue Services

Rose reserves the right to decline to take on a new client, or to discontinue services with an existing client, where it is clinically or professionally appropriate to do so. In such circumstances, referral to an appropriate alternative service will be provided where possible.

6. Confidentiality & Privacy

All information shared within the therapeutic relationship is treated as confidential in accordance with the Privacy Act 1988 (Cth) and the Australian Psychological Society Code of Ethics. Information will not be disclosed to third parties without your written consent, except where required or permitted by law — including mandatory reporting obligations and situations involving imminent risk to life.

For full details of how your personal information is collected, used, stored, and disclosed, please refer to the Privacy Policy.

7. Emergency & Crisis Limitations

Telehealth psychology services have inherent limitations in emergency situations. Rose is unable to provide crisis intervention or dispatch emergency services. If you are experiencing a mental health emergency during or between sessions, please contact emergency services or a crisis line directly.

8. Telehealth-Specific Terms

Location Requirement

All clients must be physically located within Australia at the time of each appointment. This is a regulatory requirement for the provision of psychology services via telehealth under Australian law. Sessions cannot proceed if the client is located outside Australia.

Privacy of Your Environment

It is the client's responsibility to ensure they are in a private, confidential setting for the duration of each telehealth session. Rose cannot guarantee the confidentiality of the client's environment and accepts no responsibility for disclosures that may result from the client's choice of location.

Recording

Sessions may not be recorded by either party without the express prior written consent of both the practitioner and the client. Unauthorised recording of sessions is a breach of these terms and may result in termination of the therapeutic relationship.

Platform Security

Sessions are conducted via an encrypted, secure teleconferencing platform compliant with Australian privacy requirements. While every reasonable precaution is taken to protect the security of communications, no online platform can guarantee absolute security. Clients should ensure they are using a secure internet connection.

9. Amendments to These Terms

These terms may be updated from time to time. The current version will always be available on this website. Continued use of Rose Reilly Psychology services following any update constitutes acceptance of the revised terms. Clients will be notified of material changes where possible.

10. Questions & Contact

If you have any questions about these terms or the cancellation policy, please contact Rose directly:

• Phone: 08 6185 8254
• Email: rose@rosereilly.com.au