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.
If two invoices remain overdue at the same time, we may pause your access to bookings and temporarily suspend services until outstanding fees are paid. This helps ensure that invoicing stays accurate and that clinicians time is used responsibly. If you are experiencing financial difficulty, please contact us, we’ll always discuss reasonable options with compassion.
- 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.
At Neudle, we understand that many of our clients experience difficulties with executive functioning, mental health, and life stressors. It is common for capacity to fluctuate, and for people to find it difficult to keep up with appointments, communication, and ongoing engagement. Our goal is to make expectations clear, supportive, and fair for everyone.
To maintain continuity of care and to ensure our clinicians can manage their caseloads sustainably, we ask that therapy clients:
- attend at least one session per month, or
- stay in contact with their clinician and admin if they need more time between sessions.
If you need a longer break for any reason such as burnout, illness, travel, study, family responsibilities, or financial pressure, please let us know. We fully understand that capacity changes, and staying in touch helps us keep your file active and your care safe.
Not attending sessions or going quiet for long periods makes it difficult for clinicians to maintain accurate care plans, manage risk appropriately, and keep documentation current. It also affects their emotional load and prevents fair access for others on our waitlist.
Engagement expectations
To keep your file active and ensure continuity of care, clients must book and attend at least one session per month or stay in regular contact with their clinician and the admin team if they need more time between sessions. This helps us maintain an accurate and safe understanding of your care needs while supporting fair access to appointments for other clients.
If you know you’ll need a longer break, please let us know so we can update your file and plan appropriately.
Lapses and inactive clients
Clients are considered lapsed after two months of no attendance and no communication. Before this happens, we will send two check-in emails (one from your clinician and one from admin) to give you the chance to reconnect or let us know your plans.
At the beginning of the lapse period, we will send a final message letting you know that your file will be closed in seven days if we don’t hear from you.
If we still do not receive a reply:
- Any future bookings will be cancelled
- Your portal access will be disabled
- Your file will be closed
This process supports clinical safety, fairness, and sustainable workload for the team.
Re-engagement
If your file has been closed due to inactivity, you are very welcome to return in the future. To re-engage with Neudle you:
- Can join the waitlist again at any time
- May be allocated to the next available clinician, which may or may not be the same person you previously worked with
We do not hold ongoing appointment slots for inactive clients, but we will always support you kindly and clearly through the process of returning when you’re ready.
Therapy at Neudle is a collaborative process. During your intake session, your clinician will help you clarify your goals, preferred session rhythm, and the therapeutic approach that feels sustainable for you. Many clients find that regular or fortnightly sessions provide helpful momentum, but this varies depending on your needs and capacity. You are always welcome to discuss your schedule with your clinician to find a balance that works for you.
Session frequency
While each client’s needs are different, therapy works best when there is some consistency. Your clinician may talk with you about what frequency supports your goals, and you are encouraged to share what feels manageable for you. We understand that capacity can shift due to health, burnout, stress, study, family responsibilities, or life changes.
Continuity of care
To ensure safe and sustainable care, therapy bookings are considered active only while you are attending sessions or staying in communication with your clinician or the admin team.
If there is a period of non-attendance and no communication, your file may be marked inactive and any future bookings may be cancelled. This ensures appointments are offered fairly and that clinicians can manage their caseloads responsibly.
If you know in advance that you will need a break from therapy, please let your clinician and admin know so we can update your file accordingly and maintain continuity where appropriate.
Returning after a break
If you wish to return after a longer period of inactivity, whether you paused therapy without notice or completed your work with us and would like to reconnect, you are welcome to join our waitlist again.
Because significant time away can change your needs and therapeutic goals, returning clients are not guaranteed immediate availability or a return to the same clinician. This helps us manage capacity fairly and ensures clinicians are available for clients who are currently engaged in active therapy.
Assessments at Neudle are a collaborative process. We’ll discuss your goals with you and recommend the most suitable assessment pathway. You’ll then receive a proposal outlining the scope and pricing, and you can decide whether to proceed.
A 50% non-refundable deposit is required to begin the assessment. The remaining balance is due before we release your completed report or documentation.
Assessment bookings
To support a clear and consistent process, the following applies to all assessment clients:
- Most assessments require a minimum of three appointments.
- NDIS documentation usually requires four appointments.
- Appointments are typically spaced two weeks apart.
- To remain an active assessment client, at least one session per month is required unless otherwise discussed.
If you know in advance that you will need time away from assessment for things such as travel, health, or life commitments, please discuss this with your clinician in advance and email the Neudle admin team so we can update your file.
Assessment deposits
For any assessment services that require a deposit, the deposit payment is due on the date specified on the invoice or as soon as possible after receiving your invoice if no date is specified. This is so we can confirm your booking, allocate clinician time, and begin preparing your assessment.
If the deposit remains unpaid and we are unable to confirm your intention to proceed (for example, if we do not receive payment or a response to our follow-up emails), the request will be placed on hold. If the request remains inactive, it may be closed, generally after a period of up to three months of non-payment or non-communication.
If your request is closed, you’re welcome to contact us again in the future to restart the process. However, availability cannot be guaranteed, and you may need to restart the assessment process and/or join our waitlist depending on clinician capacity at that time.
Assessment documentation
Assessment documentation is final once provided, with the following exceptions:
- Factual errors (for example, incorrect dates or errors that change meaning) will be corrected at no charge.
- One round of amendments is available within two weeks of receiving your report, for minor updates or clarifications.
- Additional amendments may attract further fees and are at your clinician’s discretion.
- Reports will not be revised for stylistic changes or non-substantive edits unless clinically necessary.
PAPA sessions
You may book PAPA sessions within two months of receiving your assessment report. This ensures that follow-up discussions remain relevant and clinically accurate, and supports a clear boundary between assessment work and ongoing therapy.
Extensions may be granted at your clinician’s discretion when clinically appropriate.
Lapses and file closure
Assessment clients are considered to have lapsed / be inactive if they have not attended a session for more than two months.
If this happens:
- We will send a check-in message two weeks before your lapse date to give you the opportunity to book in and continue your assessment.
- If we don’t hear from you by the beginning of your lapse period, we will send a final check-in email asking whether you wish to remain engaged.
- You will have seven days to respond.
- If we receive no response, your file will be closed in consultation with your clinician.
- Any future appointments may be cancelled so that others can access available times.
Your clinician may extend this timeframe or reopen a file if clinically appropriate and if their schedule allows. Where helpful, a closure session may be offered to support next steps or referral options.
This process helps us offer fair access to clinicians while keeping assessment work aligned with current, accurate clinical information.
Re-engagement
Your assessment status is active only while you are:
- attending regular assessment appointments, or
- staying in consistent contact with your clinician or the admin team.
If there has been a period of non-attendance and/or no communication, your file will be marked inactive and future bookings may be cancelled.
If you're considered lapsed / inactive and wish to return after a period of inactivity, you’re welcome to re-join our waitlist. This helps us manage capacity fairly and ensures clinicians are available for clients currently engaged in active assessment work.
Some services at Neudle, including assessments and formal documentation, require a deposit or pre-payment before any work can begin. Your proposal or invoice will outline the specific payment requirements and due dates for your service.
Invoices must be paid in full by the stated due date for the booking or service to remain active. If payment is not received on time, the booking will be placed on hold and no work will commence. Where an invoice remains unpaid after the due date, the associated booking or service may be cancelled unless a prior arrangement has been made with our admin team in writing.
If a booking or service is cancelled due to non-payment, reinstating it is not guaranteed and will depend on clinician availability, current wait times, and whether the work is still clinically appropriate or valid to complete.
This policy supports fairness, transparency, and the responsible use of clinician time when preparing assessments, reports, and other pre-paid services.
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.
Either you or Neudle Psychology may end the therapeutic relationship with reasonable written notice. If therapy is ending, we’ll work with you to ensure a safe and respectful wrap-up, and we’ll provide referral options if needed. Neudle may also discontinue services if there are ongoing unpaid invoices, repeated no-shows, or behaviour that breaches our safety or communication guidelines.
We welcome feedback about your experience. If you have a concern or complaint, please email admin@neudle.com.au. We’ll acknowledge it promptly and do our best to resolve the matter quickly and respectfully. If a formal process is required, we can outline next steps or connect you with the relevant professional body.
