Terms of Service

Effective date: 13 November 2025

1) Who we are

Macquarie Psychology (“Admin Provider”) supplies reception, booking and invoicing services. Clinicians who consult from our rooms are independent practitioners operating under their own ABNs (“Independent Practitioners”) and are not employees or agents of Macquarie Psychology.

2) Acceptance

By booking, confirming, or attending an appointment, you agree to:
– these Terms of Service;
– the Cancellation / Missed Appointments Policy; and
– the Schedule of Fees
Treatment and Telehealth consent and the Privacy Policy are provided separately and form part of the overall agreement between you, the Admin Provider, and your Independent Practitioner.

3) Appointments, reminders & online booking

SMS/email reminders are provided as a courtesy; attending on time remains your responsibility. You can book, reschedule or cancel via our online booking portal or reception. If you cancel late or do not attend, fees apply (see §7).

4) Session length & punctuality

Standard consultations (excluding assessments) are 50–60 minutes. If you arrive late, your session still ends at the scheduled time.

5) Fees, pricing structure & payment

Fees and pricing
Fees vary by service and provider (see our Schedule of Fees). For standard 50–60 minute sessions, a reduced Private (self-funded) time-of-payment rate applies when payment is made on the day of service.

Discounts and extended sessions
Discounts do not apply to extended sessions (61–75 minutes). Discounts do not apply to sessions billed to third-party funders, DVA, or plan managers.

Payment due date & overdue accounts

For private/self-funded sessions, payment is due on the day of your appointment. If an invoice remains unpaid for more than 7 days and no prior arrangement has been made, a $15 overdue account administration fee may be added. We may place future appointments on hold or require pre-payment to secure further bookings. Invoices for late-notice cancellations and non-attendance are due on receipt (see §7).

Payment methods & third-party funders

We accept EFTPOS/credit/debit card in person, bank transfer, and secure online card payment via Stripe. Approved third-party funders (Medicare, private health insurers, NDIS plan managers, insurers) may be billed directly where appropriate. If a third-party funder does not cover any portion of your fee, you are responsible for any gap or shortfall.

Online payments & Stripe

Online card payments are processed securely via Stripe. By choosing to pay via Stripe, you authorise us and Stripe to process charges to your nominated card for agreed fees (consultations, reports, cancellations). Stripe is responsible for the security and encryption of your card details; we do not receive or store your
full card number or CVV.

Cards on file & pre-authorisation

Consent to store a card may be obtained via the intake form, a secure payment link, or by request through reception. If you prefer not to store a card, you can still pay by other accepted methods; however, we may require pre-payment for certain services (e.g., telehealth, reports, or where there is a history of late cancellations).

Failed payments & chargebacks

 If a payment is declined, reversed, or subject to a chargeback, you remain responsible for any outstanding fees. We may place appointments on hold until the account is settled, except where clinically inappropriate. Where accounts remain unpaid, recovery processes may be used and you may be liable for reasonable recovery costs.

Waivers (limited)

A late-payment or cancellation fee may be waived in genuine emergencies or illness, at our discretion or your clinician’s. Requests should be made as early as possible and may require reasonable supporting evidence.

6) Funding & personal liability

Cancellation and non-attendance fees are generally not claimable via Medicare/private health/NDIS/DVA and remain the client’s responsibility.

7) Cancellation & no-show (summary)

Private/Self-funded: After 4:00 pm on the prior business day, same-day cancellation, or no-show → 50% of the scheduled session fee (based on the clinician’s standard fee for that appointment type).
NDIS participants: Less than 2 full business days’ notice → 100% fee (in line with NDIS Pricing Arrangements).
Assessments (e.g., neuropsychology): Less than 2 business days’ notice → 50% fee.
Business days: Monday–Friday, excluding public holidays.
Full details are available in the Cancellation / Missed Appointments Policy.

8) Independent clinical responsibility

Clinical assessment and treatment are provided by Independent Practitioners, who are solely responsible for clinical care, clinical records, and professional conduct. Fees for clinical services are charged by the individual clinician or their entity.

9) Telehealth

Video/phone may be used when appropriate. You agree to use a private space and avoid driving or engaging in risky activities during sessions. You agree to ensure a stable internet/phone connection where possible. Telehealth carries similar benefits and risks to in-person care, with additional privacy and technical considerations (see our Treatment & Telehealth Consent). Sessions are not recorded unless agreed in writing, and you may be asked to confirm your location at the start of a telehealth appointment for safety.

10) Conduct

Please treat our reception team and clinicians courteously and respectfully. We do not tolerate abusive, threatening, or discriminatory behaviour in relation to cancellations, billing, or practice policies.

11) Privacy

How administrative and clinical information is collected, used, stored and disclosed is explained in our Privacy Policy. Administrative data is managed by Macquarie Psychology; clinical records are the responsibility of your Independent Practitioner.
We use third-party service providers (such as Stripe) to process online payments; these providers may collect and store limited personal and payment information as required to deliver their services.

12) Client rights

You have the right to:
– request a second opinion;
– transfer your care to another practitioner;
– withdraw consent at any time;
– ask questions or request clarification about any aspect of your treatment, fees or policies;
– raise concerns or complaints without disadvantage.
We will support safe, appropriate handover if you choose to transfer to another practitioner.

13) Feedback & complaints

We welcome feedback and take concerns seriously. You may:
– raise issues with your clinician or our reception team; or
– email us (for non-urgent feedback or complaints) at feedback@macquariepsychology.net.au.
If you prefer an external avenue, you may contact: Health Complaints Commissioner Tasmania

14) Australian Consumer Law

Nothing in these Terms excludes or limits your non-excludable rights under the Australian Consumer Law. Where permitted, liability is limited to the re-supply of the relevant services or the cost of re-supply.

15) Electronic communications & signatures

You consent to receive administrative communications electronically (e.g., confirmations, reminders, invoices). Electronic acceptance/signature on the intake form has the same effect as a handwritten signature.

16) Changes to these Terms

We may update these Terms to reflect operational or legal changes. The effective date above shows the latest version. Significant changes will be highlighted during intake or on our website.

17) Governing law

These Terms are governed by the laws of Tasmania, Australia. You submit to the non-exclusive jurisdiction of the Tasmanian courts.

18) Contact

Macquarie Psychology (Admin Provider) · PO Box 357, South Hobart, TAS Ph: 03 6224 8448 · admin@macquariepsychology.net.au