Very Helpful Chats Terms and Conditions

Fees and Transparency

Our fees vary depending on your clinician, appointment type, and appointment length. Current fees are available on our website and will be communicated to you prior to your first appointment. Session fees are based on the time allocated. If a session runs longer than expected or includes additional agreed work, fees will be adjusted on a pro rata basis. These terms and conditions apply to all services provided by Very Helpful Chats, including therapy, assessments, and other support.
 

Payment Requirements for clients (Privately paying, Medicare, or Self Managed)

For privately paying and Medicare clients, payment is required in line with our prepayment policy. Payment is typically processed 72 hours before your appointment using the card stored securely on file, unless another arrangement has been made. If payment is unsuccessful, your appointment will be cancelled or rescheduled until payment is received. Appointments are billed on a pro rata basis, if additional time or work is required, an updated invoice will be issued after your session with the additional outstanding amount.
 

Payment Requirements for NDIS Plan Managed clients

If your sessions are funded through an NDIS plan manager, invoices will be sent directly to your plan manager after your appointment. Fees are charged on a pro rata basis, meaning you are billed in line with the actual time used. While we liaise with your plan manager, the client (or their nominee) remains ultimately responsible for ensuring invoices are paid. If funding is unavailable or an invoice is not paid, the outstanding balance is the responsibility of the client. Appointments cannot be booked if there is an unpaid balance. For assessments funded through a plan manager, we require confirmation that funding is available prior to the commencement of the assessment. An individual service agreement may also be required. The plan manager will be invoiced for the assessment once the assessment process has been completed.
 

Payment Requirements for Assessment clients

Fees listed on our website reflect the standard assessment process, including the approximate appointment times. This generally includes appointments, scoring, interpretation, and report writing. If your assessment requires significantly more time than expected, the total fee may be adjusted. We will contact you to discuss this before continuing. You may choose to pay in full or via weekly installments. A non-refundable deposit (unless otherwise required by law) is required to secure an assessment booking if paying via weekly installments. If paying by instalments, payments begin from the date of your first assessment appointment. The full assessment fee must be paid before your report or confirmation letter is finalised and released.
 

Additional Work Outside of Standard Services

Work outside of standard appointments may incur a fee. This includes:

• letters and reports

• progress reports

• communication with other professionals

• documentation for schools, universities, or workplaces

• resource development

All additional work is charged on a pro rata basis. As a general guide, one A4 page of written work is approximately equivalent to one hour of clinician time. Where possible, your clinician will discuss and agree on costs with you before proceeding.
 

Rebates

Medicare rebates will be processed via Halaxy after the appointment has been attended. Medicare rebates will not be processed for cancelled or non-attended appointments. Medicare rebates are only available with a valid referral and for the number of sessions specified. You are responsible for ensuring your referral is valid and for keeping track of your sessions. 

If you are not eligible for a rebate, the full fee applies and refunds will not be provided. Medicare rebates are generally not available for psychological assessments. 

Private health rebates depend on your individual policy. You are responsible for confirming your eligibility. You generally cannot claim both Medicare and private health insurance for the same session.
 

Cancellations and Non-attendance

We require at least 48 hours notice to cancel or reschedule an appointment. Late cancellation fees are as follows:

• within 48 hours: 100% of the session fee

• non-attendance: 100% of the session fee

If you do not attend your appointment, we will attempt to contact you within the first 15 minutes. If we are unable to reach you, the appointment will be considered a non-attendance.
 

General Terms

Very Helpful Chats is a private fee service and does not offer bulk billing. Funding from third parties, including Medicare, NDIS, or insurers, does not guarantee payment of fees. Clients remain responsible for any unpaid amounts. We require payment arrangements to be in place and accounts to remain up to date in order to continue providing services. Appointments cannot be booked if there is an outstanding balance. Our services are provided in line with Australian Consumer Law. If something goes wrong, we will work with you to find a reasonable resolution, which may include resupplying the service where appropriate. We aim to provide high-quality, thoughtful care. However, outcomes may vary and we cannot guarantee specific results from therapy, assessments, or other services. This includes things like diagnoses, access to funding (e.g. NDIS or DSP), or decisions made by external organisations. To the extent permitted by law, if an issue arises with our services, we will work with you to resolve it, which may include resupplying the service where appropriate.
 

Ending Services

You or your clinician may choose to end services at any time. Where possible, we will aim to provide appropriate notice and support with next steps or referrals.

Respectful Engagement

We are committed to providing a safe and respectful environment for both clients and staff. If behaviour is unsafe, abusive, or significantly disrupts the provision of services for all staff, we may pause or discontinue services where necessary.
 

Acknowledgement

By proceeding with services at Very Helpful Chats, you acknowledge that you have read, understood, and agree to these terms.