booking terms

‍By booking with Neudle Psychology, you acknowledge that you have read, understood, and agree to these Booking Terms and Conditions.

If you are making a booking on behalf of someone else, you confirm that you have the authority to do so and agree to be bound by these Booking Terms and Conditions on behalf of the person you are booking for.

New Clients
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Neudle runs a waitlist for our services. If you have not been invited to book, contact us and do not proceed with a booking. 

We reserve the right to cancel any bookings made without an invitation.

Bookings
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Once invited to make a booking, clients must create an account on the Neudle Psychology Client Portal by following the instructions included in their invite email.

Appointments shall be booked fortnightly (unless agreed otherwise), and are limited to a maximum of one per week.

The Neudle Psychology Client Portal can be used to create and cancel bookings, view invoices, and pay securely. To reschedule an appointment, please cancel and rebook (in line with our Cancellation Policy).

Payments
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Neudle is not sustainable unless we get paid for our services. Timely payment is essential for us to continue providing high-quality, neurodiversity-affirming care.
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Payments for Neudle Psychology services can be made in advance / at the time of booking. All invoices are due immediately following each session, unless alternative payment arrangements have been agreed upon in advance. All documentation and diagnoses will be withheld until full payment is received.
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Payments are processed securely through Stripe via the Neudle Psychology Client Portal. Clients can pay through their portal account by selecting 'My Invoices' and choosing the invoice to be paid. Alternatively, payment can be made via bank transfer or PayID using the details provided at the bottom of the invoice (downloadable from the ‘My Invoices’ page).
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We accept payment via Klarna for those who require a flexible or deferred payment option. Please contact us to arrange Buy Now Pay Later payments for your invoices.
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If payment is not received or fails to process, Neudle Psychology reserves the right to suspend the client's access to any or all services and cancel any future appointments until the outstanding amount is paid in full.
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If an invoice remains unpaid after the service has been provided, Neudle Psychology may issue reminder notices and directly contact the responsible party for payment. In cases of non-payment, Neudle Psychology reserves the right to cease providing additional services and to charge interest on overdue accounts that are unpaid for more than 30 days at a rate of 5% per month.
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If necessary, Neudle Psychology may refer the matter to a third-party collections agency or initiate legal proceedings to recover unpaid fees. Clients may be held liable for the full debt, including any additional costs incurred during the recovery process, such as legal fees and interest.

Rebates
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‍Please ensure you book the appropriate appointment type for the rebate you are eligible for, or discuss with us prior to booking.

With a Mental Health Care Plan (MHCP), your session maybe eligible for a Medicare rebate. Ask your GP to send your MHCP to admin@neudle.com.au prior to your first session.
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Following payment completion, eligible rebates will be processed within two business days after your session. We will endeavour to process all rebates as soon as possible.
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NDIS
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NDIS funds may be able to be used for Neudle services. Discuss using your NDIS funds with your Plan Manager or Support Coordinator.

Assessments
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Your assessment goals will be discussed during your intake session, and the most suitable assessment services and costs will be determined.

Assessment costs are manually invoiced, and can be paid securely through your Neudle Psychology Client Portal account by selecting 'My Invoices' and the invoice you wish to pay.

Groups
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Groups are typically run as a package, and may include multiple sessions over a number of weeks.

Participating in group discussions about mental health topics involves sharing and discussing personal experiences. While Neudle Psychology strives to maintain a safe and respectful environment, participants may encounter content that could be triggering or uncomfortable. All participants agree to exercise sensitivity and respect towards other participants and their experiences during the group sessions.

Group participants grant Neudle Psychology permission to record the  sessions. These recordings are intended solely for the personal viewing of participants only, and are accessible in the event that a session is missed. All participants agree to not download, copy, share, distribute, or allow others to view these recordings. All participants acknowledge that recording sessions may include their video and audio feeds, and their contributions to the group discussion. Recordings will be available for viewing for a period of one week after the session date. After this period, the recordings will be permanently deleted.

The cost of the group booking is for the full group package. Full payment is required at the time of booking and is processed via the booking system securely using Stripe.

Bookings are refundable in some circumstances. A full refund is applicable if cancelled with at least 48 hours notice prior to the start time of the first session. A cancellation fee equal to 50% of the total booking cost will be charged for cancellations within 48 hours prior to the start time of the first session.

Once the first session begins, we are unable to provide your spot to another participant if you decide to cancel. Therefore, group and webinar bookings are 100% non-refundable after the start time of the first session. This includes but is not limited to if you no-show, choose to not attend sessions, or are unable to attend any particular sessions in the group package.

We reserve the right to reschedule, postpone, or cancel any groups or webinars that do not have an adequate number of attendees. In this case, attendees will be contacted and provided either a full refund or the option of attending the rescheduled event.

Cancellation Policy
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The following information does not apply to group bookings. Refer to the 'Groups' section for specific cancellation information.

If you need to cancel an appointment, please do so through the Neudle Psychology Client Portal at least 12 hours prior to your booking start time.

Bookings are refundable if cancelled with at least 24 hours' notice. If cancelled within 24 hours, or if you do not show, we reserve the right to charge the full cost of the booking. 

If you do not show within the first 20 minutes of your booked appointment start time, the session will be cancelled, and we reserve the right to charge the full cost of the booking.

Cancellation charges are not eligible for rebates.

Delays & Changes

‍‍Delays or changes may occasionally affect your appointments. We make every effort to minimise any disruptions, and will find a suitable time in the unlikely event that we need to reschedule your appointment.

We may be unable to complete your booked session via TeleHealth on rare occasions. If this occurs, we will offer an alternative method or reschedule for the next suitable time.‍‍

Interruptions  

‍‍If there are any expected or unexpected interruptions to the services you access at Neudle, we will discuss this with you to ensure continuity of care. 

If there are any planned interruptions, we will advise you in advance and help arrange for a referral to another suitable practitioner. In the case of unexpected interruptions, such as if we are unable to continue providing services due to illness, injury, or other unforeseen circumstances, we will immediately notify you and work with you to make alternative arrangements for your ongoing care. 

If relevant, with your permission we may also contact your GP to ensure that they are aware of any changes to your Mental Health Care Plan.