Terms and conditions

Bookings, Confirmations and Cancellations

No cancellations or changes allowed within 24 hours of the appointment. Changes to Appointments are sometimes unavoidable and completely understandable. We only ask that you give us at least 24 hrs notice of any intention to cancel or change your appointment, so that we can offer that space to someone else that may be in need or on a waiting list. In the case of ill health, we will require medical certificate from your GP in order to override your cancellation fee.

To cancel your appointment, please refer to your booking confirmation email or email admin@mentalawakening.com.au. You can also contact us by giving us a call. Please note that appointments are only considered cancelled once a confirmation email has been received.

  • A 50% fee applies for any cancellation after the 24hr period.
  • A 100% fee applies for any no shows or for people that don’t cancel and don’t show.
  • We consider 2 hrs notice a no show.

Late cancellation and no show fees must be paid within 24 hours of receiving an electronic payment link from us. If a fee is not paid within this time frame, a reminder email will be sent. Failure to make payment will lead to a ban from future booking of our services and potential prosecution charges. Please note that no further sessions can be booked with us until late cancellation fees have been paid.

Session duration will not be extended by no shows, late arrivals or technical issues from your end. Sessions will be cancelled after 15 minutes of no show or failure to address any technical issues. In the case of any technical issues arising before or during a booked counselling session, Mental Awakening staff will look at other alternative options to complete a successful session. We may ask you to use your video and/or phone in order to complete the session successfully.

All face-to-face appointments will need to be booked by Mental Awakening staff. If unsure, please email us on admin@mentalawakening.com.au or call us.

Bookings for group therapy or courses can be made online through the corresponding course registration webpage. Payment of the full course is required to secure your place.

For individual psychological sessions, a minimum of 24 hours notice is required to cancel appointments to avoid cancellation fees. Our cancellation fees, inclusive of GST, are as follows:

  • 24 + hours notice: No Fee
  • 0 – 24 hours notice: $80
  • No show: Full Fee.

Cancellation of group therapy or group courses with more than 7 days notice will incur in a $50 fee. Cancellations made with less than 7 days notice are not refunded.

Mental Awakening reserves the right to modify, suspend or cancel group therapy sessions and courses without notice. Under these circumstances, clients are entitled to request a refund or to re-schedule the course in question.

Not showing up for your scheduled appointment, without any given notice will incur into a ban from future booking of our services.

COVID-19 Precautions and Screening

By coming to our practice, you are assuming the risk of exposure to COVID-19 or another public health risk. This risk may increase if you travel by public transportation, taxi, or ridesharing service.

To obtain services in person, you agree to take certain precautions which will help keep you, us and the community safer from exposure and the medical consequences of contracting COVID-19. By coming to our practice you agree to:

  • If you are experiencing flu-like symptoms please cancel your current appointment with us or DO NOT book in, until you are feeling well again.
  • If you have been in contact with someone who had been diagnosed with COVID-19, then DO NOT book in until you have either been cleared by testing or self isolated for 14 days from contact.
  • If you have come back from overseas, or been in contact with someone who has been overseas, please do not attend until you have been cleared by testing or been in self isolation for 14 days.
  • Arrive no earlier than 5 minutes before your appointment time.
  • Wash your hands or use alcohol-based hand sanitiser before you enter our premises.
  • Adhere to safe distancing precautions of 1.5m between yourself and others at the practice.
  • Adhere to good respiratory hygiene while at the practice e.g. covering your mouth and nose with a bent elbow or tissue when you cough or sneeze, disposing of tissues and then using hand sanitizer.

In the case of a Brisbane Lockdown, all appointments will be automatically transferred to Telehealth sessions. Cancellation rules apply as per above statements.

Payment

We will email you a link to make payment through Medipass, on the morning of each session (commonly between 8am and 9am). We use a digital invoicing systems: Medipass and Stripe for online payments, late cancellation and no show fees. 

Mental Awakening will not be advised why a payment has failed; therefore, you should contact your credit card provider for details. If your payment fails, you will be sent a digital invoice which will need to be paid immediately.

For successful payments, Mental Awakening will send an invoice to the email address provided in the online payment form. This invoice can be taken to Medicare or uploaded through their app in order to process your rebate. If eligible, are also able to process your Medicare claim for you through Medipass. For any issues regarding your Medicare rebate (including the length of time it may take), please contact Medicare.

Please note that this online merchant is located in Australia and all prices quoted are in AU dollar.

Medicare Rebates for Telehealth Therapy

The Australian Government has extended the eligibility for Medicare claiming for Telehealth therapy to support people to access therapy during COVID. This means that anyone who has an eligible mental health care plan from their Doctor can claim Medicare rebate for up to 20 sessions per year.

You may be able to claim private health insurance rebates for Telehealth if you are not claiming from Medicare. Please not that you are not able to claim from both for the same session. As the policies for this differ between funds, please check your eligibility  directly with your fund.

Please note that we are not a bulk-billing service, so an out of pocket fee will apply for every session.

Refund Policy

No refund will be payable for individual sessions. 

No refund will be payable for group course cancellations with less than 7 days notice before course commencement.

No refund will be payable for ‘no shows’ after the course has commenced.

No refund will be payable to any technical issues that arise, before and during the booked session which have resulted from errors to the client´s phone, computer or internet connection.

By using Mental Awakening’s online payment facilities you agree to Mental Awakening’s refund policy. Each transaction shall be subject to the specific Terms and Conditions that were in place at the time of the purchase.

Security

The efpos payment process is secure. Payments will be processed directly by the Commonwealth Bank of Australia’s through the CommWeb payment gateway in AU dollar transactions using Secure Socket Layer (SSL) technology.

Credit card numbers are not stored by our staff. Mental Awakening does not store your credit card details.

Consent

By using Mental Awakening’s services you are agreeing to these Terms and Conditions.

Mental Awakening’s Terms and Conditions are subject to change at any time. You should check this page periodically to ensure that you are aware of our latest Terms and Conditions.

Technical issues

In the case of any technical issues arising before or during a booked counselling session, Mental Awakening staff will look at other alternative options to complete a successful session. We may ask you to use your video and/or phone in order to complete the session successfully. Please ensure to have a fully charged computer and/or phone when booked in for our Telehealth services.

In case of an unsuccessful session due to a technical error from our end only, Mental Awakening staff will reschedule your appointment to another suitable time and date.

Mental Awakening will not be responsible for any external technical issues that may irrupt before or during a booked session, which incur in a non-refundable session. You will need to cover the full fee of your session nevertheless.