Booking Terms
Disclaimer: The information on our website and other online platforms is for general information only and does not constitute health or medical advice. We do not provide a crisis service. If you are experiencing an emergency, please contact emergency services or a crisis line immediately.
Once you receive your invitation, you'll be prompted to create a Neudle Psychology Client Portal account. This is where you can easily create and change bookings, view your invoices, and make secure payments.
Timely payment is essential for us to continue providing high-quality, neurodiversity-affirming care. Payment is due immediately following your session, and you can easily pay using the following options:
- Credit or Debit Card: You can pay at any time via your Neudle Psychology Client Portal account using Stripe. We do not pass on additional surcharges for card payments.
- Bank Transfer or PayID: For NDIS clients or those who prefer this method, you can find our bank transfer or PayID details at the bottom of your invoice in the Client Portal. Please ensure you use your invoice number as the transaction reference and email us your remittance advice at admin@neudle.com.au
- Klarna: We accept Klarna for flexible payments. Please contact us to arrange this as we need to manually apply it to your invoice.
We require a valid credit or debit card to be stored securely on file for all bookings, with the exception of NDIS participants. By providing your card details, you authorise Neudle Psychology to charge your card for session fees and any applicable cancellation fees.
- Automatic Payments: If you prefer, you can advise us that you would like us to automatically charge your card on file for sessions after they've been completed.
- No Credit or Debit Card: In specific circumstances where a card cannot be stored on file, we will review your booking on a case-by-case basis. If approved, a 50% deposit is required to secure each appointment. This deposit is non-refundable if the appointment is cancelled within the 48-hour notice period. If a deposit has been paid and you cancel with sufficient notice, it can be credited towards a future session or be refunded.
- Payment Reminders: Payment is due immediately following your session. If a payment remains outstanding, we'll send you a reminder a couple of days after the session. If the payment is not made within a week, we will automatically process the payment using your card on file.
We reserve the right to suspend a client's access to services and cancel future appointments until any outstanding amount is paid in full. If an invoice remains unpaid, we may issue reminder notices and, if necessary, refer the matter to a third-party collections agency or initiate legal proceedings to recover unpaid fees. You may be held liable for the full debt, including any additional costs incurred.
- Payment Disputes: If you have a dispute regarding a fee, you must notify us within 14 days of when the fee was charged. We will review the dispute and provide you with an outcome within 14 days.
We always aim to be transparent about our fees. Our current rates are listed on the Fees & Rebates section of our website, and they may be adjusted from time to time. The fee for your service will be based on the current rate at the time of your appointment. The pricing that was in place when you joined our waitlist or during your time as a client may not be the same as our current fees. For our existing clients, we will always provide advance notice of any upcoming fee changes to ensure a smooth transition and allow you to plan accordingly.
Medicare Rebates
A Mental Health Care Plan (MHCP) is a referral from a GP that enables you to claim a rebate from Medicare for up to ten psychology sessions within one calendar year. To access your rebate, you must have a valid MHCP. Please ask your GP to email your plan to admin@neudle.com.au and/or upload it to your intake form prior to your initial appointment. We are required to provide a report to your GP at sessions six and ten. Your rebate will be processed within two business days after your invoice is paid in full. Please note that a valid MHCP does not entitle you to a free or bulk billed service and gap fees do apply. Medicare does not offer rebates for assessment costs or other services and products we provide. We are also unable to apply rebates to past sessions if a valid plan was not in place at the time of the appointment.
Private Health Insurance
Some private health insurance policies provide rebates for psychological services. It is your responsibility to contact your insurer to confirm your eligibility and level of cover. After paying for your session, you can access your invoice/receipt via your Neudle Psychology Client Portal account to submit a claim. Please note, you can only claim one rebate per session. You cannot use both a Medicare rebate and a private health insurance rebate for the same appointment.
NDIS
NDIS funds may be able to be used for Neudle services. You or your plan manager will be invoiced for services and any cancellation fees, and the invoice must be paid promptly after the provision of services.
We’ll work with you to determine your therapy goals and find the most suitable approach and session frequency during your intake session. For many people, fortnightly sessions are a helpful frequency.
We’ll discuss your assessment goals with you and determine the most appropriate course of action collaboratively. You'll then receive a proposal with pricing for the assessment report, which you can choose to accept. Once accepted, a 50% non-refundable deposit is required to begin the work. The remaining 50% payment is required prior to the release of your completed documentation.
Assessment documentation is considered final once provided, subject to the following:
- Factual errors (e.g., incorrect dates, misinterpretations that change meaning) will be corrected free of charge.
- One round of amendments is permitted within two weeks of report delivery for minor changes or clarifications.
- Additional changes beyond this period are at the clinician’s discretion and may incur additional charges.
- Reports will not be revised for stylistic preferences, minor textual adjustments, or non-substantive edits unless clinically necessary.
All services are provided online via video and/or audio chat. We may nominate and use specific third-party online platforms, which are subject to relevant cybersecurity guidelines. We are not responsible for any security breach by a third-party platform provider.
Our commitment to providing a safe and respectful environment extends to both our clients and our team. We have a zero-tolerance policy for any form of abuse or harassment towards our staff or clinicians. If this occurs, we reserve the right to cancel your appointment at any time and end our therapeutic relationship. In such cases, no refund will be provided for the session.
