Terms and Conditions

Last updated: 18 November 2025

By booking or attending an appointment with Getting Better Australia, using this website, or otherwise engaging with our services, you are taken to have read and agreed to these terms and conditions.

These terms apply to all services provided by Getting Better Australia, whether sessions are booked online, by email, phone or following a referral from another professional.

1. Parties

Getting Better Australia (ABN: [insert ABN])

AND -

“You”, “your” refers to the client (or the parent/guardian of a client), whose details are recorded in our practice management system and on your booking confirmation.

Getting Better Australia provides psychological and related professional services, with a particular focus on neuroaffirming, trauma informed care and support (the “Services”).

By continuing to work with Getting Better Australia after receiving or accessing these terms and conditions, you accept these terms and agree to be bound by them.

These terms are read in conjunction with your booking confirmation email and any intake or consent forms completed by you (“Booking Confirmation”).

2. The engagement

(a) Getting Better Australia agrees to provide the Services to you for the fees set out on the website, in your Booking Confirmation, or in your invoice (“Fees”).

(b) Getting Better Australia will commence the Services once:

i. you have made a booking and accepted these terms, and

ii. any required pre-payment or deposit has been received.

(c) Services may be provided in person at consulting rooms, or via telephone or secure video conferencing.

(d) Getting Better Australia will only provide you with a refund of Fees if we are unable to continue to provide the Services. In all other cases, refunds are at our sole discretion and subject to any rights you have under the Australian Consumer Law.

3. Bookings

(a) Getting Better Australia currently uses Halaxy as practice management software to organise bookings, appointments, invoices and clinical records.

(b) By booking an appointment, you acknowledge and agree to be bound by these terms and conditions, our Privacy Policy, and any relevant terms and conditions provided by Halaxy (including how your data and payment details are stored and processed).

(c) Where there is more than one clinician associated with Getting Better Australia, we will try to accommodate your preference. However, if we review your information and consider that a particular clinician would not be an appropriate match, we may offer you an alternative option or refer you elsewhere.

(d) Having a referral, plan or funding from any person, organisation, agency or insurance scheme (for example a GP, psychiatrist, NDIS, insurer or school) does not provide an entitlement to free services. Getting Better Australia is a private billing practice.

(e) To book appointments, you may be required to add details of a valid credit or debit card to Halaxy. These details are stored securely by Halaxy’s payment provider and are not visible to Getting Better Australia.

(f) You cannot book further services or appointments if you have outstanding Fees.

(g) Getting Better Australia reserves the right to request full or partial payment of Fees prior to providing any Services.

(h) For certain assessments or reports, a non-refundable deposit may be required at the time of booking.

(i) You will usually receive a reminder email and/or text message prior to your appointment as generated by Halaxy. These reminders are a courtesy only. It is your responsibility to remember and attend your appointment on time.

4. Cancellation

(a) You agree to provide at least 48 hours’ notice if you need to cancel or reschedule an appointment.

(b) Cancellations made with less than 48 hours’ notice, and appointments that you do not attend, will be charged a cancellation fee of 100% of the appointment fee.

(c) If you do not attend at your scheduled appointment time, Getting Better Australia will make reasonable attempts to contact you by phone or text message within the first 15 minutes of the appointment. If we are unable to reach you, the appointment will be recorded as “did not attend” and the full cancellation fee will be charged.

5. Fees and invoicing

(a) The Fees for Services are set out on the Fees and rebates page of our website and in your invoice.

(b) You agree to pay Getting Better Australia the full Fee for all Services provided, regardless of any referral, plan, rebate or funding arrangement.

(c) Getting Better Australia is a private fee clinic and does not offer bulk billing. A Medicare referral or plan (for example a Mental Health Treatment Plan or Chronic Disease Management Plan) does not entitle you to a free service.

(d) If you have an NDIS plan (self, plan or agency managed), you remain responsible for the full Fee. If your plan is exhausted, not approved, or your plan manager declines payment for any reason, you agree to pay any outstanding amounts personally.

(e) If Getting Better Australia is required to undertake additional work, such as assessments, letters, reports, consultation with other professionals, preparation for meetings, or detailed file summaries, additional Fees will be charged.

(f) You will be advised of the approximate cost of any such work before it is commenced.

(g) If your assessment or requested work is more complex or time consuming than initially estimated, the final Fee may be higher than first quoted. Where this occurs, we will contact you to discuss and provide an updated estimate.

(h) Deposits for assessments and similar work are not refundable.

(i) For assessments, any outstanding balance must usually be paid in full before written reports, letters or summaries are released.

(j) Standard therapy appointments are generally 50 minutes in duration. Fees may be based on units of time. If your appointment goes longer than the standard duration (for example by more than 5 minutes), a pro-rata fee may be charged, which can result in a higher fee than the standard appointment listed on the website.

(k) Getting Better Australia may review and adjust Fees from time to time. The updated Fees will be published on the website and apply to future appointments.

(l) Where you receive an invoice, you agree to pay the full Fee on the date the invoice is issued, unless a different due date is stated.

(m) Getting Better Australia may process payment using the card details stored in Halaxy on the day of your appointment, or shortly afterwards, for the Fees owing.

(n) If payment is not successfully received, Getting Better Australia may continue attempting to process your stored card until payment is made, and may also issue invoices or contact you about outstanding amounts.

(o) If any payment is not made in full by the due date, Getting Better Australia may charge interest at 5% per annum, calculated daily, on any overdue amount, and may seek recovery of reasonable costs incurred in enforcing payment.

(p) Unless otherwise stated, all amounts are in Australian dollars (AUD) and are exclusive of GST. GST will be added where applicable in accordance with the A New Tax System (Goods and Services Tax) Act 1999.

6. Medicare rebates and private health insurance cover

(a) If you hold a Medicare card and have a valid referral and Mental Health Treatment Plan (MHTP) from an eligible referrer, you may be able to claim a Medicare rebate for part of the cost of psychological treatment with an eligible psychologist.

(b) Some types of services are not rebateable (for example some assessments, reports, or services provided to third parties).

(c) Getting Better Australia is a private billing practice. You are required to pay the full appointment Fee, and we can then process your rebate where possible or provide a receipt so that you can claim from Medicare or your health fund.

(d) The number and type of Medicare-rebated sessions you can access depends on Medicare rules and the particulars of your referral. It is your responsibility to discuss this with your GP or referrer.

(e) Medicare rebates are only available where:

i. you have a valid referral and plan that meets Medicare requirements,

ii. the service you receive is eligible for a rebate, and

iii. the treating clinician holds a current Medicare provider number for that location.

(f) You are responsible for keeping track of the number of sessions claimed under your current referral and plan, and for obtaining any new referral or review that may be required before your next appointment.

(g) Getting Better Australia is not responsible if you are unable to obtain a Medicare rebate. No full or partial refunds will be given where a rebate is not available or is lower than expected.

(h) Psychological assessments are generally not eligible for Medicare rebates.

(i) Some private health insurance policies include benefits for psychological services. This depends on your fund, policy and level of cover. It is your responsibility to check with your insurer what rebate may be available. Generally you cannot claim Medicare and private health insurance for the same appointment.

7. Crisis support

(a) Getting Better Australia is not a crisis or after-hours service. We cannot guarantee that we will be able to respond quickly to phone calls, text messages or emails, and we may be unavailable when not in session (for example in the evenings, on weekends or public holidays).

(b) If you are in crisis, having strong thoughts or urges of suicide, self harm or harming others, have already self harmed, attempted suicide or harmed someone else, or feel unable to return to a safe and regulated state, you should contact one or more of the following until you are safe:

• Police or ambulance: 000

• Your GP or local medical centre

• Lifeline: 13 11 14

• Suicide Call Back Service: 1300 659 467

• NSW Mental Health Line: 1800 011 511

If you are located in another state or territory, you can contact your local mental health crisis line or emergency department.

(c) For clients at ongoing risk, your psychologist may work with you to develop a written safety plan. If you have contacted any crisis service between appointments, please let us know at your next session or by email beforehand.

8. Communication

(a) Getting Better Australia will communicate with you in the following ways:

i. Appointments may be held in person, by phone or via video conference (for example Zoom or Google Meet).

ii. Appointment reminders are usually sent via Halaxy by email and/or text message.

iii. If you have not arrived for your appointment, we may send a text message or call you.

iv. For urgent or time sensitive matters relating to your care or your account, we may call or text you.

v. For all other matters, communication will usually be via email or text message.

(b) We will not use social media (for example Facebook, Instagram, LinkedIn) to communicate about clinical or administrative matters.

(c) Please do not contact Getting Better Australia via social media for clinical or administrative matters.

(d) We are generally not able to provide detailed clinical advice by email, text or phone outside of your appointment. Please limit contact between sessions to administrative matters such as booking, rescheduling or cancelling appointments.

(e) For clients with disability or accessibility needs, we will make reasonable adjustments to communication methods where possible.

(f) Getting Better Australia may require that certain matters be dealt with in writing by email. Requesting a phone call does not automatically entitle you to a phone call.

(g) Abusive, threatening, harassing or intimidating behaviour towards Getting Better Australia or any person working with us (by phone, email, text or any other medium) may result in the communication being ended and contact details being blocked.

(h) All substantive communication between you and Getting Better Australia, including emails and text messages, may form part of your client record, which we are legally required to keep.

9. Warranty

(a) Getting Better Australia will use best efforts and take reasonable professional steps to help you work towards your goals. However, psychological work is a collaborative process and outcomes cannot be guaranteed.

(b) The Services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the Services, you are entitled to cancel your service contract and obtain a refund for the unused portion, or compensation for its reduced value, in accordance with the Australian Consumer Law.

10. Liability

To the maximum extent permitted by law, Getting Better Australia’s total liability arising out of or in connection with the Services or these terms, however arising (including under contract, tort, negligence, equity, statute or otherwise) is limited to either:

the resupply of the Services, or

the payment of the cost of having the Services supplied again,

as determined by Getting Better Australia.

11. Disclosure and use of confidential information

(a) All obligations of confidence under these terms continue after the Services have ended.

(b) Your personal and health information may be accessed as needed by your treating psychologist and any administrative or support staff engaged by Getting Better Australia, in order to provide and manage the Services.

(c) Getting Better Australia will not disclose your confidential information to third parties without your consent, except where required or authorised by law, or as otherwise set out in our Privacy Policy. Examples include:

i. where we are concerned about a serious and imminent risk of harm to you or another person,

ii. where there is a legal obligation to disclose (for example a court order or mandatory reporting requirements),

iii. where disclosure is required for Medicare, health fund or other funding audits, or

iv. where you have provided written consent for us to share information with another professional or service.

(d) Confidential information does not include information that is already in the public domain through no fault of the receiving party.

Please refer to our Privacy Policy for more detail on how we collect, store, use and disclose your information.

12. Termination

Either you or Getting Better Australia may terminate the therapeutic relationship and these terms at any time, by providing written notice (including by email).

You remain responsible for Fees incurred up to the date of termination, including any agreed reports or work already commenced.

13. Dispute resolution

(a) If a dispute arises out of or relates to these terms or the Services, the parties agree to attempt to resolve it in good faith before starting legal proceedings (except where urgent relief is required).

(b) A party claiming a dispute must give written notice to the other describing the nature of the dispute, the desired outcome and the action required to settle the dispute (“Notice”).

(c) Within 7 days of receiving the Notice, the parties will meet or communicate in good faith to try to resolve the dispute as quickly as possible.

(d) If the dispute is not resolved within 21 days of the Notice, the parties will consider mediation. If they cannot agree on a mediator, one may be appointed by the President of the Law Society of New South Wales.

(e) Mediation will be held in New South Wales (or online if agreed). The parties will share the mediator’s fees and venue costs equally and pay their own legal and other costs.

(f) All communications in connection with this clause are confidential and, to the fullest extent possible, treated as “without prejudice” negotiations.

(g) If the dispute is not resolved through mediation, either party may commence legal proceedings.

14. No partnership or agency

Nothing in these terms creates a partnership, joint venture or employment relationship between the parties. You must not represent that you are an agent or representative of Getting Better Australia, and you must not enter into any agreements on our behalf.

15. Governing law and jurisdiction

(a) These terms are governed by the laws of New South Wales, Australia.

(b) If a dispute arises in relation to the Services or these terms, the parties agree that the courts of New South Wales (and any courts that may hear appeals from those courts) will have exclusive jurisdiction.

16. Severance

If any part of these terms is held to be invalid or unenforceable in a particular jurisdiction, that part is ineffective only to the extent of the invalidity or unenforceability in that jurisdiction. The rest of the terms continue in full force and effect.

17. Entire agreement and changes

(a) These terms, together with your Booking Confirmation and any signed consent or service agreements, constitute the entire agreement between you and Getting Better Australia and replace all prior discussions or understandings.

(b) Getting Better Australia may update these terms from time to time. Any changes will be effective once posted on this website. We encourage you to review this page periodically to ensure you are familiar with the current terms.