Terms & Conditions

1. Disclaimer

The information published on this website, and on any other digital platforms operated or endorsed by us (including email, client portals and booking systems), is provided for general informational purposes only and does not constitute, and is not intended to constitute, medical advice, psychological advice, psychiatric advice or health advice.

Our clinic provides scheduled mental health consultations via telehealth with AHPRA-registered psychologists and ACA/PACFA-registered counsellors; however, we do not provide crisis intervention services, emergency mental health services, or after-hours emergency support. If you are experiencing a mental health emergency, you must contact emergency services or attend the nearest emergency department without delay.

2. Definitions

In these Terms, unless the context otherwise requires:

• "Authorised page" means any online page, booking page or digital interface produced, operated or endorsed by us, including our website and client portal;
• "Booking Service Provider" means any third-party provider engaged by us to supply appointment scheduling, billing or practice management software;
• "Clinicians" means the AHPRA-registered psychologists and ACA/PACFA-registered counsellors contracted by, or practising through, our clinic and listed on our website from time to time;
• "Consultation" means a scheduled telehealth appointment provided by a Clinician via video or audio communication;
• "Personal information" has the meaning given under the Privacy Act 1988 (Cth) and includes health information and sensitive information, including but not limited to medical history, mental health records, Medicare details, name, date of birth, gender, and contact details;
• "Prepayment" means a payment required prior to the delivery of Services, where applicable;
• "Services" means mental health consultation services provided by our Clinicians, including psychology and counselling services delivered via telehealth;
• "Telehealth" means the provision of healthcare services using video or audio communication technology;
• "We", "us", "our" means LIGNIFIED VENTURES PTY LTD trading as Mehema;
• "You" means the individual receiving the Services.

3. Application of these Terms

These Terms apply to your use of our website, booking systems, client portal, services and all administrative processes associated with the delivery of our telehealth mental health Services, including payments, appointment scheduling and communication with our clinic.

Nothing in these Terms excludes, restricts or modifies any consumer guarantees, rights or remedies conferred by the Australian Consumer Law that cannot be excluded by law.

4. Provision of mental health services

Our Clinicians provide psychology and counselling consultations exclusively via telehealth, using secure video or audio platforms nominated by us from time to time. The choice of platform is made to align with professional standards, cybersecurity expectations and digital health guidance applicable to Australian health practitioners.

While we take reasonable steps to select reputable and secure technology providers, you acknowledge that telehealth services inherently rely on third-party systems, and we are not responsible for security breaches, service outages or technical failures occurring within those external platforms beyond our reasonable control.

5. Confidentiality and privacy

We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 and the Australian Privacy Principles (APPs). Our full Privacy Policy forms part of these Terms and should be read together with them.

Subject to our Privacy Policy, all personal information collected by us:

• remains confidential and is not shared without lawful authority or your consent;
• will only be disclosed where required or authorised by law, including where disclosure is necessary to prevent a serious and imminent threat to your life, health or safety, or the life, health or safety of another person;
• may be disclosed with your consent, including for coordination of care, referrals, or Medicare compliance purposes.

Where you access services under Medicare (for example, via a Mental Health Treatment Plan or psychiatric referral), your Clinician is required to provide clinical correspondence or progress reports to the referring practitioner, typically your general practitioner. Your consent for such disclosures will be obtained as required.

6. Fees

Consultation fees for psychology and counselling services are published on our website and may vary depending on the Clinician, appointment type and duration. All fees are expressed in Australian dollars and are inclusive of GST where applicable, unless otherwise stated.

If you believe a fee has been charged incorrectly, you must notify us in writing within 14 days of the charge. We will review the matter and provide a response within 14 days.

7. Payment terms

(i) Therapy and Counselling Consultations

Initial appointments with a psychologist or counsellor require a prepayment to secure the booking. This prepayment is non-refundable and non-transferable.

If you cancel or reschedule your appointment with more than 48 hours' notice, the prepayment will be credited to your account. Any cancellations and rescheduled requests made for first appointments with less than 48 hours' notice may not be refunded at our sole discretion (reasonable and fair consideration will be given to unavoidable events that prevent you from attending the appointment).

For subsequent appointments, if you cancel or reschedule your appointment with more than 48 hours' notice, you will not be charged for the appointment. If you request to cancel or reschedule your appointment with less than 48 hours' notice, you will be charged the full appointment fee.

Subsequent appointments are required to be paid for at the completion of each appointment. You authorise us to debit your nominated payment method at the end of each appointment for an amount equal to the applicable fee, and to store your payment details on our third-party payment gateway provider.

(ii) Cancellation and late attendance

All cancellation requests must be made 48 hours before your appointment.

Cancellations may be made by:

• Calling us at 02 8117 8193; or
• Emailing us at [email protected].

Consultations are delivered within fixed time allocations and cannot be extended due to late attendance. If you are more than 10 minutes late, the appointment may be treated as a non-attendance and charged in full at our discretion (reasonable and fair consideration will be given to unavoidable circumstances preventing you from attending the appointment).

Repeated non-attendance or late cancellations may result in additional booking conditions being imposed, including mandatory prepayment or refusal of future appointments at our discretion.

(iii) Medicare rebates and eligibility

Rebates mentioned are approximate and may vary based on appointment type and individual circumstances. Patients are responsible for checking eligibility for item numbers and rebates online or by contacting Medicare. Rebates may be subject to Medicare rules beyond our control.

8. Technical requirements and environment

To ensure the clinical effectiveness and confidentiality of your consultation, you are responsible for ensuring you are in a private, quiet, and secure location for the duration of the session. Consultations must not be conducted in public spaces (e.g., cafes, public transport) or while you are operating a motor vehicle.

You must ensure you have a stable internet connection and a device capable of supporting high-quality video and audio. In the event that a session is interrupted or unable to proceed due to technical failures on your end (such as poor signal, data depletion, or battery failure), the full consultation fee remains payable.

We recommend testing your hardware and connection via the link provided in your booking confirmation at least 10 minutes prior to your scheduled start time.

9. Safety and behaviour

We maintain a zero-tolerance approach to abusive, threatening or inappropriate behaviour towards our staff or Clinicians. Where such conduct occurs, we may immediately terminate the appointment, refuse further Services, and retain any fees paid.

10. Indemnity

You indemnify us against any loss, damage, liability or expense arising from your breach of these Terms, except to the extent caused by our negligence or unlawful conduct.

11. Jurisdiction

These Terms are governed by the laws of New South Wales, Australia, and the parties submit to the non-exclusive jurisdiction of the courts of that State.

12. Interpretation

Standard contractual interpretation principles apply, including that references to legislation include amendments and re-enactments, and that headings are for convenience only and do not affect interpretation.

External complaints

If you are not satisfied with our response to a complaint, or if your concern relates to the professional conduct of a practitioner, you may contact the following bodies:

• Psychologists: Australian Health Practitioner Regulation Agency (AHPRA) at www.ahpra.gov.au or 1300 419 495.
• Counsellors: the relevant professional association (ACA or PACFA).
• Clinical complaints in NSW: Health Care Complaints Commission (HCCC) at www.hccc.nsw.gov.au.
• Privacy concerns: Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Contact us

If you have any questions about these Terms & Conditions, please contact us at: