Terms of Service

1. Agreement to Terms

These Terms of Service govern your use of the Potentialz Unlimited mobile application (the "App") and the website www.potentialz.com.au (the "Website"), together the "Services", and your engagement of our psychological services. By booking an appointment, using the Services, or visiting our clinic, you agree to these Terms, which form an agreement between you (the client) and Potentialz Unlimited Pty Ltd (ABN 34 629 683 432).

2. Professional Services

Potentialz Unlimited provides professional psychological services including:

• Individual psychological therapy for adults, adolescents, and children
• Couples therapy
• Psychological assessment (ADHD, cognitive/IQ testing, diagnostic assessment)
• EMDR trauma therapy
• Professional psychological reports

All services are provided by AHPRA-registered psychologists in accordance with professional standards and ethical guidelines.

3. Appointments

3.1 Booking Appointments

Appointments can be booked online via our booking system, by phone, or by email. Confirmation will be provided via email or SMS.

3.2 Session Duration

• Standard sessions: 50 minutes
• Initial assessments: 90 minutes
• Couples therapy: 60 minutes
• Comprehensive assessments: variable (typically 2–4 sessions)

3.3 Attendance & Reservations

When you make an appointment, the whole appointment time is reserved for you. You are responsible for attending at the scheduled time. Late arrivals may result in shortened sessions, as sessions cannot extend beyond the scheduled end time due to subsequent appointments.

4. Fees, Rebates & Cancellations

4.1 Payment

Fees are payable at the end of each appointment, or automatically via the payment method on file. We accept cash, credit card (Visa, Mastercard), and EFTPOS.

4.2 Cancellation Policy

Please give as much notice as possible if you need to cancel or postpone. We require a minimum of 24 hours' notice to cancel or reschedule an appointment. If you do not give at least 24 hours' notice, you may be charged 50% of the full appointment fee. This fee is not covered by Medicare, NDIS, or private health insurance.

4.3 Exceptions

Late cancellation fees may be waived in exceptional circumstances, including medical emergencies, acute illness, or other unforeseen emergencies, at the psychologist's discretion.

4.4 Medicare Rebates

Where eligible (with a GP Mental Health Care Plan), you can claim Medicare rebates for up to 10 psychology sessions per calendar year. We can submit your Medicare rebate claim on your behalf using this practice's claiming service, or you may take your invoice to a Medicare office or use Medicare's digital services to claim later. The rebate amount varies by clinician type, and an out-of-pocket gap applies.

4.5 NDIS

We accept self-managed and plan-managed NDIS participants. We are not a registered NDIS provider and are unable to see NDIA-managed participants. Sessions are charged at the current NDIS schedule rate, and itemised invoices are provided for you to claim through your NDIS plan.

4.6 Fee Increases

Fees may be reviewed annually. Existing clients will receive 30 days' notice of any fee changes.

5. Conduct & Behaviour

While using our Services or visiting our premises, you agree to:

• Respect: Treat our staff and other clients with respect and courtesy.
• Safety: Not bring weapons, illegal substances, or items that endanger others onto the premises.
• No disruption: Not engage in disruptive, threatening, or abusive behaviour.
• Compliance: Follow the reasonable directions of staff at all times.

6. Confidentiality

All information disclosed during psychological services is confidential, subject to the legal and ethical exceptions set out in our Privacy Policy (serious risk of harm, mandatory reporting, court orders or subpoenas, and de-identified professional supervision).

7. Professional Boundaries

• Dual relationships (social, business, or personal relationships outside therapy) are not appropriate.
• Communication between sessions should be limited to appointment scheduling.
• Emergency mental-health concerns should be directed to appropriate crisis services (000, Lifeline 13 11 14).
• Psychologists are not available for crisis intervention outside scheduled appointments.

8. Client Responsibilities

As a client, you agree to:

• Provide accurate information about your health, medications, and history.
• Inform your psychologist of any changes affecting treatment.
• Attend appointments as scheduled or provide adequate cancellation notice.
• Engage actively in the therapeutic process.
• Pay fees as agreed.
• Treat staff and other clients with respect.

9. Treatment Limitations

While psychological therapy is effective for many concerns, we cannot guarantee specific outcomes. Psychological services:

• Are not a substitute for emergency medical care.
• May not be suitable for all individuals or all conditions.
• Require active client participation for effectiveness.
• May involve discomfort when addressing difficult issues.

10. Termination of Services

10.1 Client-Initiated

You may discontinue services at any time. We recommend discussing termination with your psychologist to ensure appropriate closure and, if needed, referral to alternative services.

10.2 Psychologist-Initiated

Services may be terminated by the psychologist if services are no longer beneficial, the issue is outside the psychologist's area of competence, there are repeated no-shows or unpaid fees, or there is threatening, abusive, or inappropriate behaviour toward staff. Appropriate referral will be provided where possible.

11. Telehealth Terms

For telehealth services, you agree to participate from a private, confidential location; have a reliable internet connection and appropriate device; provide emergency contact details and your current location; and understand that technical difficulties may occur. Standard fees and cancellation policies apply to telehealth sessions.

12. Disclaimer

Content provided through the Services (App and Website), including articles and educational material, is for general information only and is not a substitute for professional medical or psychological advice, diagnosis, or treatment. Always seek the advice of a qualified health provider with any questions about a medical or mental-health condition. If you are in crisis or believe you may harm yourself or others, call 000 (emergency) or Lifeline 13 11 14.

13. Complaints & Feedback

1. Discuss directly with your psychologist where appropriate.
2. Contact our practice manager: [email protected] or 0410 261 838.
3. Formal complaints may be directed to the Australian Health Practitioner Regulation Agency (AHPRA), the Australian Psychological Society (APS), or the NSW Health Care Complaints Commission.

14. Changes to Terms

We reserve the right to modify these Terms of Service. Updated terms will be posted on our Website and within the App. Continued use of the Services after changes constitutes acceptance of the modified terms.

15. Contact Us

Potentialz Unlimited Pty Ltd (ABN 34 629 683 432)
Unit 608, 8 Elizabeth Macarthur Drive, Bella Vista NSW 2153
Mobile: 0410 261 838
Fax: 02 8458 5127
Email: [email protected]
Website: www.potentialz.com.au